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Galileo Training Services Galileo E-ticket & Automated Refunds Support Guide Document Name Page: 1

Disclaimer This guide should be used for guidance purposes only and should not be relied upon as taxation or legal advice, nor used in substitution for obtaining your own taxation or legal advice. No reliance may be placed on the information contained in this document. Galileo disclaims all representations made in this guide, including but not limited to representations as to the quality and accuracy of the information contained in this document. This guide is subject to change without notice. Neither the whole nor any part of this document shall be disclosed to any party in any form without the written consent of Galileo International. Trademarks Galileo International may have patents or pending patent applications, trademarks copyrights, or other intellectual property rights covering subject matter in this document. The furnishing of this document does not give you any license to these patents, trademarks, copyrights, or other intellectual property rights except as expressly provided in any written license agreement from Galileo International. All other companies and product names are trademarks or registered trademarks of their respective holders. Copyright 2007 Galileo International. All rights reserved. All Travelport logos and marks as well as all other proprietary materials depicted herein are the property of Travelport and/or its subsidiaries. Copyright 1999-2007. All rights reserved. Information in this document is subject to change without notice. The software described in this document is furnished under a license agreement or non-disclosure agreement. The software may be used or copied only in accordance with the terms of those agreements. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or any means electronic or mechanical, including photocopying and recording for any purpose other than the purchaser s personal use without the written permission of Galileo International. In Australia and New Zealand Galileo by Travelport operate as Galileo Southern Cross. Authoring This document was authored by Galileo Training Services, Sydney, Australia This version was completed October 2007 2 1042-V2 Galileo E-Ticketing & Automated Refunds - Setup & Support Guide (2007)

Introduction Electronic Ticketing Electronic Ticketing, or E-Ticketing, is being progressively introduced by increasing numbers of airlines and provides many benefits to passengers, travel agents, and airlines. The Galileo Electronic Ticket product allows travel agents to create Booking Files in the normal way and then generate E-Ticket requests to participating airlines. The E-Ticket is actually created in the airline database and can be retrieved for display by the original agent for revalidation or refund. Galileo also prints any supporting documentation as required by BSP and E-Ticket data is reported electronically to BSP in the same way as current automated paper tickets. The passenger no longer requires a paper ticket and only needs to provide proof of identity at the airline check-in counter in return for a boarding pass. Automated Refunds Automated Refunds allows Agents to produce automated refund notices from Galileo for partial or complete refunds of manually written flight tickets, automated flight tickets, and electronic tickets. This Guide This guide outlines the procedures for the setting up of Electronic Ticketing and Automated Refunds for the Galileo NDC and for individual agents. The content of this guide is aimed for NDC Service Centre staff and Support Executives. For complete details of the agency E-Ticket and Automated Refund functions please refer to the relevant Agency User Guides. 1042-V2 Galileo E-Ticketing & Automated Refunds - Setup & Support Guide (2007) 3

Table of Contents ELECTRONIC TICKETING...5 NDC Setup...6 BSP Options Table...6 E-Ticket Initialisation...8 Adding E-Ticket Numbers...9 Ticket Allocation Log...10 Removing E-Tickets from Agencies...11 Agent Support Policy...12 Agency Setup...13 AAT Settings...13 Agents STD Profile...15 Printer Linkage...16 Support Document Print Table...17 Agency Support...20 HQC Display...20 Ticket Images...21 Support Document Images...22 Error Messages...24 Notes...28 AUTOMATED REFUNDS...29 Agency Setup...30 AAT Settings...30 Error Messages...31 INDEX...35 4 1042-V2 Galileo E-Ticketing & Automated Refunds - Setup & Support Guide (2007)

E-Ticketing 1042-V2 Galileo E-Ticketing & Automated Refunds - Setup & Support Guide (2007) 5

E-Ticketing NDC Setup In order to set-up and maintain Galileo Electronic ticketing the NDC will need to carry out the following procedures. BSP Options Table The BSP Options Table indicates and controls a range of information for the operation of E-Ticketing in each BSP region. This table is controlled by Galileo International but can be displayed by NDC staff for information. Unemulated CGET04 Display the BSP Options Table for Australia (04) CGET05 Display the BSP Options Table for New Zealand (05) Emulated CGET Display the BSP Control Table for local BSP region. 6 1042-V2 Galileo E-Ticketing & Automated Refunds - Setup & Support Guide (2007)

Electronic Ticketing NDC Setup Field Description DOCUMENT TYPES AUD Audit Coupon AGT PAX UCF EXC REF Agent Coupon Passenger Receipt Credit Charge Form Exchange Authority Refund Authority Each Document type can be set as; N O Y Never Prints Optional Print (can be decided by the agent) Mandatory Print CARRIERS DEFAULT This field lists all carriers participating in Electronic Ticketing in the local BSP region. Indicates the default ticket type for each carrier; ie the ticket type issued by using a ticket print entry without an ET modifier. P E Paper Ticket Electronic Ticket POSACK Indicates if the carrier requires that a Vendor locator be returned before E-Ticketing will be permitted. Y N Vendor locator is required prior to E-Ticket issue. Vendor Locator is NOT required prior to E-Ticket issue. If the BSP Options Table has not been set correctly the E-Ticket request may reject with one of the following error messages; "ELECTRONIC TICKETING IS NOT AVAILABLE FOR(VALIDATING CARRIER)" "ELECTRONIC TICKETING NOT AUTHORISED FOR YOUR BSP REGION" "ELECTRONIC TICKETING NOT AUTHORISED FOR YOUR TICKET TYPE" 1042-V2 Galileo E-Ticketing & Automated Refunds - Setup & Support Guide (2007) 7

NDC Setup Electronic Ticketing E-Ticket Initialisation Electronic Tickets by necessity use system generated ticket numbers. A range of ticket numbers will be supplied by BSP to the Galileo NDC and it will be the Service Centre s responsibility to load these numbers into the system. If system generated ticket numbers are NOT currently in use then this function has to be initialised first. This procedure will also include designating a Service Centre printer where a warning message will be generated when the ticket range is low and a new range of numbers needs to be obtained from BSP. TNBA/F101823 Initialise BSP system generated ticket numbers and assign the printer for warning messages. Response: BSP INITIALISED TNBC/F101833 Change the initialisation. Response: BSP SET UP CHANGED TNBX/F101833 Delete the initialisation. Response: BSP DELETED 8 1042-V2 Galileo E-Ticketing & Automated Refunds - Setup & Support Guide (2007)

Electronic Ticketing NDC Setup Adding E-Ticket Numbers After having initialised the BSP system generated ticket function, it will now be possible to enter the ticket number ranges. TNRA1600000000-1600999999/1000000 Add ticket number range. (Note: Check digits are NOT required). The system will respond showing the Range Table with the entered ticket numbers shown in the Current category. If a current range already exists then the ticket numbers added will be placed into the Future category and will automatically move to Current once the existing current range is used up. TNRX1600000000-1600999999 Delete a ticket range. The response will again be the Range Table with the deleted range now shown as zeros. TNRD Display the ticket Range Table. The ticket Range table is automatically accessed by the system whenever an agency requires a supply of system generated ticket numbers. The ticket numbers are allocated from the number range to the agency based on the TCNT field of the agency s AAT, this field is set to 1 meaning tickets are allocated in a block of 1,000 at a time. Allocation of tickets to an agency will occur automatically at the first E- ticket request, or when the agency runs out of ticket numbers. 1042-V2 Galileo E-Ticketing & Automated Refunds - Setup & Support Guide (2007) 9

NDC Setup Electronic Ticketing Ticket Allocation Log Once ticket number allocations to agencies has commenced, it will be possible to view a Log which displays details of the allocations made. TNLD Display the entire Log for the local NDC. TNLD/XXX Display the Log for pseudo city code XXX The log will maintain records for the past 100 days, older records will be automatically deleted. 10 1042-V2 Galileo E-Ticketing & Automated Refunds - Setup & Support Guide (2007)

Electronic Ticketing NDC Setup Removing E-Tickets from Agencies Should an E-Ticket TINS range need to be removed from an individual agency (eg. ticket authority rescinded by BSP), the following procedure should be used. This procedure will prevent E-Ticketing access and delete the ticket numbers allocated to an individual agency. Any deleted ranges will be shown on the Log as RETURNED and will be reported as such to BSP. 1. Change the TCNT field of the AAT to zero JAXXX/MAD+TCNT-0 2. Delete the range TNAX/XXX 1042-V2 Galileo E-Ticketing & Automated Refunds - Setup & Support Guide (2007) 11

NDC Setup Electronic Ticketing Agent Support Policy An agents first point of contact in the event of problems will be the NDC Service Centre, therefore these staff must be familiar with the procedures contained within the guide. If a problem cannot be resolved locally then normal PT procedures should be followed. Some problems may be vendor specific and in these cases it may be necessary to refer the agent to the individual carrier. 12 1042-V2 Galileo E-Ticketing & Automated Refunds - Setup & Support Guide (2007)

Electronic Ticketing Agency Setup Agency Setup Travel Agents wanting access to Galileo Electronic Ticketing must firstly approach the Sales Department of each airline for which this facility is required. The airlines will require that the agency undertake carrier specific E-Ticketing training before they will authorise its implementation. When approved, the airlines concerned will request BSP to authorise E- Ticketing for the agency and BSP will then send a request to Galileo for activation. Galileo Electronic Ticketing can be activated for agency sites with or without an automated ticket printer. The agency must be IATA accredited and in addition to any specific airline training at least one person must have completed the Galileo Automated & Electronic Ticketing course. AAT Settings To activate an individual agency a Prime Authoriser will need to carry out the following procedures using SU duty code, ie. SA/SU. The AAT for sites being switched over to E-Ticketing will need to be set as per the following procedures. Non Ticket Printer Agents These sites have their AAT set up in exactly the same way as sites with automated ticket printers. 1042-V2 Galileo E-Ticketing & Automated Refunds - Setup & Support Guide (2007) 13

Agency Setup Electronic Ticketing TKLS Set to Y (Yes) JAXXX/MGI+TKLS-Y (XXX=Pseudo City Code) This field indicates that E-Ticketing has been activated and may only be changed by the Galileo Service Centre after request from a carrier. If the TKLS field is set to N the following error message will be returned when trying to issue an electronic ticket: "ELECTRONIC TICKETING IS NOT AUTHORISED FOR YOUR AGENCY" SYSC AUSTRALIA set to SYD NEW ZEALAND set to AKL JAXXX/MGI+SYSC-SYD (XXX=Pseudo City Code) TCNT Set to 1 JAXXX/MAD+TCNT-1 (XXX=Pseudo City Code) The TCNT field needs to be set to provide the pseudo city with a range of electronic ticket numbers in the TINS Table. 14 1042-V2 Galileo E-Ticketing & Automated Refunds - Setup & Support Guide (2007)

Electronic Ticketing Agency Setup Agents STD Profile In order for an agent to access to the Support Document Print Table the ETOD section on the third screen of an agents STD profile must be modified. (STD/(agents sign on)/**). The ETOD section consists of two fields; First field Set to Y this will allow the agent to "give" access to the Support Document Print Table to other agents. Second field Set to Y will enable the agent to access and update the Support Document Print Table. The following error messages may be encountered; "NO SUPPORTING DOCUMENTS SET UP FOR BSP" An agent has tried to access the Support Document Print Table when no Support Documents have been activated in the BSP Options Table. "SUPPORT DOCUMENT PRINT TABLE NOT FOUND" Document types in the BSP Options Table are set to either O or Y but the agents ETOD field has not been activated. "INVALID-NOT AUTHORISED" The agent is not authorised to update the Support Document Print Table. 1042-V2 Galileo E-Ticketing & Automated Refunds - Setup & Support Guide (2007) 15

Agency Setup Electronic Ticketing Printer Linkage Sites that currently have Galileo automated ticket printers need no changes to their current printer setup. Non Ticket Printer Agents These agencies will need to have their current itinerary or dump printer linked additionally as a Ticket printer. 1) Enter HMLD to display the current printer linkage. 2) Enter HMLM(GTID)DT, eg, HMLM275F02DT, to add the Itinerary/Dump printer as a ticket device (TKT DEV). The FM column (stock type) should show as I (Itinerary). 3) Enter HMOM(GTID)-ITN, eg. HMOM275F02-ITN, to make certain that the TKT DEVis set to use Itinerary stock (FM column to show I). 16 1042-V2 Galileo E-Ticketing & Automated Refunds - Setup & Support Guide (2007)

Electronic Ticketing Agency Setup Support Document Print Table The Support Document Print Table shows which E-Ticket documents are mandatory and indicates any documents which may be optional. The documents which appear in this table are controlled by Galileo International through the BSP Options Table, mentioned earlier. If any documents have been set as optional, these can be decided by the agent as to whether they print or not and can be set through the Support Document Print Table. Unlike a D.Y.O. the layout of Support Documents cannot be changed, as these documents are based on the IATA E-Ticketing Resolution. 1042-V2 Galileo E-Ticketing & Automated Refunds - Setup & Support Guide (2007) 17

Agency Setup Electronic Ticketing Table Display The Support Document Print Table is displayed by typing either; Unemulated (Support Use) HMET/XXX (XXX = Pseudo City Code) Emulated (Agent Use) HMET Field COUPON GTID Description Only documents set as either Y or O in the BSP Options Table will be displayed in this column. Set the required printer GTID, must be an itinerary or dump printer. REQUIRED BY: BSP Y indicates that the document is mandatory and only the GTID and PRINT NOW column can be set. O indicates that the document is optional and the agent can make a selection in the Agency column. AGENCY Documents marked O in the BSP column can be set to Y (Yes) or N (No). PRINT NOW Y Prints the document at the time of the E- Ticket issue. N Batches the document to be printed at a later time. TYPE & STATUS These fields are updated automatically depending on the Form Type and Status of the printer entered in the GTID field. 18 1042-V2 Galileo E-Ticketing & Automated Refunds - Setup & Support Guide (2007)

Electronic Ticketing Agency Setup Table Update The Support Document Print Table must be updated correctly before issuing an electronic ticket and may only be updated by authorised consultants, ie. those with the ETOD field of their STD set to Yes. To update the table Tab to the required field, enter the appropriate data then press e. Successful update of the SDPT is confirmed with the following response: "SUPPORT DOCUMENT PRINT TABLE UPDATED" If Galileo International should update the BSP Options Table to activate another/different Support Document, agents will have to update their Support Document Print Table otherwise the following error message will be displayed when trying to issue an electronic ticket; "BSP OPTIONS CHANGED - UPDATE SDPT" Print Now Override There is a modifier to override the Print Now field of the SDPT if it has been set to Batch print the Passenger Itinerary/Receipt at a later time (ie. the Print Now field is set to N ). TMU1GRC TMU1GRC@ This will cause the Passenger Itinerary/Receipt to be sent to the specified GTID in the Support Document Print Table at the same time as the electronic ticket request. Remove override modifier The override modifier can only be used at the time of the electronic ticket request, it will need to be removed to issue an Itinerary or GMIR by themselves. If the GRC modifier is present the following error is returned; "INVALID MODIFIER ENTRY" 1042-V2 Galileo E-Ticketing & Automated Refunds - Setup & Support Guide (2007) 19

Agency Support Electronic Ticketing Agency Support If problems should occur with Electronic Ticketing an Error Message will normally be displayed on the screen at the time of ticket issue. These error messages are contained in the next section of this guide. Many problems can be investigated/solved by referring the Galileo print buffers using the HQC entry. Non Ticket Printer Agents On occasions when the E-Ticketing process fails an option will be given to either print a paper ticket or cancel the transaction. It is most important that sites without a Ticket Printer do not ever accept the option to Issue Paper Ticket to Host. Doing so will neither print a ticket or itinerary, these will both remain in the Demand Pending print buffer until they are purged from the system within 48 hours. A more serious consequence of this error occurs in Exchange Ticketing where the original E-Ticket will be marked as Availed but no exchange document will be issued. This could cause costly inconvenience to both the agent and passenger. HQC Display Electronic ticket issues will be included as TKT-OPTAT data on the on the HQC screen, in addition the HQC screen will also contain extra information at the bottom of the screen for Support Document printing. 20 1042-V2 Galileo E-Ticketing & Automated Refunds - Setup & Support Guide (2007)

Electronic Ticketing Agency Support Ticket Images Sent Buffer The Ticket image can be displayed from Demand Sent using current formats, the display will indicate if an electronic ticket was issued; No output GTID will be present for electronic tickets Re-transmitting an electronic ticket image will not generate a new electronic ticket even though the standard responses are returned if attempted. E-Tickets which have defaulted to paper can be retransmitted using HQNN. 1042-V2 Galileo E-Ticketing & Automated Refunds - Setup & Support Guide (2007) 21

Agency Support Electronic Ticketing Support Document Images Print Later Buffer Support Documents can be set for Batch Printing through the Support Document Print Table by placing N in the Print Now column. Once set for Batch Printing these documents will show on the HQC screen in the PRINT LATER buffer and can be printed using; HQSD/ALL HQSD/AUD HQSD/REC HQSD/UCF HQSD/EXC HQSD/RFD Print ALL Support Documents (all audit coupons first followed by agent coupons etc.) Print all Audit Coupons. Print all Passenger Receipts Print all Credit Card Charge Forms Print all Exchange Authorities. print all Refund Authorities. Response: "SUPPORT DOCUMENT PRINT INITIATED" The above entries will be followed by an UMSG advising if the print was successful or unsuccessful. "SUPPORT DOCUMENT PRINT COMPLETED" "UNABLE TO COMPLETE DOCUMENT PRINT - PRINTER STATUS DOWN" If the GTID is "Down" the Support Document will remain on the PRINT LATER Buffer and will not move to the Demand Pending Buffer. 22 1042-V2 Galileo E-Ticketing & Automated Refunds - Setup & Support Guide (2007)

Electronic Ticketing Agency Support Demand Pending Support Document images on the Demand Pending Buffer cannot be displayed and deleted, the following error will be returned if the display entry is used; "PENDING SUPPORT DOCUMENTS NOT DISPLAYABLE" Demand Sent Support Documents can be re-transmitted from the Demand Sent image; The OUTPUT GTID field will show TABLE to indicate that the GTID as shown on the Support Document Print Table will be used. Current re-transmission functionality applies. Support Documents can also be re-printed using the following entry; TSD[airline numeric code][ticket number][check digit] "SUPPORTING DOCUMENTS ISSUED" The check digit must be included. This can be calculated using the XX entry, omitting the 3 digit airline code for the calculation, eg XX1679879892/7 - the remainder equals the check digit. Using the incorrect ticket number or check digit will return the following error; "INVALID TICKET NUMBER OR CHECK DIGIT" The Support Documents will print according to how the Support Document Print Table is set at the time of the reprint command. If the Support Document Print Table is set for Batch printing the HQSD/REC will have to be used otherwise the Support Documents will remain on the PRINT LATER buffer. 1042-V2 Galileo E-Ticketing & Automated Refunds - Setup & Support Guide (2007) 23

Error Messages Electronic Ticketing Error Messages The responses and error messages included below are only those returned by Galileo. With electronic ticketing, some responses will come directly from the airline system and in general are not included in the following list. Error messages returned by individual carriers will generally be shown on the second line following the Galileo error message as illustrated below; ELECTRONIC TICKETING FAILED The carrier has denied electronic ticketing and the will offer the option to issue a paper ticket or to cancel the transaction. ELECTRONIC TICKETING IS NOT AUTHORISED FOR YOUR AGENCY Your agency has not as yet been set up for electronic ticketing. You will need to contact your Galileo Support Executive. ELECTRONIC TICKETING IS NOT AVAILABLE FOR XX The validating carrier (XX) currently does not accept electronic tickets. ELECTRONIC TICKETING NOT AUTHORISED FOR YOUR TICKET TYPE The airline will not accept this ticket type for electronic ticketing. ELECTRONIC TICKET NOT ISSUED - VENDOR LOCATOR REQUIRED FOR XX Carrier XX requires that a Vendor Locator be returned prior to E- Ticket issue. ELECTRONIC TICKETING RESTRICTED FOR USE WITH XXXX A ticket modifier has been used (XXXX) which is not permitted with electronic ticketing. 24 1042-V2 Galileo E-Ticketing & Automated Refunds - Setup & Support Guide (2007)

Electronic Ticketing Error Messages END BOOKING FILE BEFORE TKR You must end transaction on the Booking File before attempting a ticket revalidation. EXCHANGE TICKETING REJECTED BY AIRLINE - PLEASE RETRY Carrier has rejected the exchange ticket request. FOP ERR - RQST BY PSGR An electronic exchange ticket request has been entered where more than one passenger is in the Filed Fare. Exchange of electronic tickets is limited to one passenger per Filed Fare. ITINERARY/PLATING CARRIER MISMATCH The validating carrier specified does not match the carrier being used for all segments. Remember that the validating carrier must be the same as the carrier being used on all segments. INVALID-NOT AUTHORISED The agent is not authorised to update the Support Document Print Table. INVALID - PAPER TO ELECTRONIC EXCHANGES NOT PERMITTED It is not possible to exchange a paper ticket against an electronic ticket. INVALID REQUIRE MODIFIERS A revalidation entry has been made but has not included the ET modifier. Try the entry again including the modifier ET. NAME CHANGE NOT ALLOWED Name changes are not permitted on Booking Files that have had electronic tickets issued against them. NO RESPONSE FROM AIRLINE - CHECK TICKET STATUS AND RETRY The carrier has not responded or the link has timed out during an exchange ticket request. Redisplay the original ticket and check that the segment status is OPEN, then try again. NO SUPPORTING DOCUMENTS SET UP FOR BSP An agent has tried to access the Support Document Print Table when no Support Documents have been activated in the BSP Options Table. SEGMENT SPECIFIED DOES NOT MATCH PLATING CARRIER CODE The airline on the segment being revalidated does not match the carrier on the original segment. The carriers must always be the same. 1042-V2 Galileo E-Ticketing & Automated Refunds - Setup & Support Guide (2007) 25

Error Messages Electronic Ticketing SUPPORT DOCUMENT PRINT TABLE NOT FOUND Document types in the BSP Options Table are set to either O or Y but the agents ETOD field has not been activated. SUPPORT DOCUMENT PRINT TABLE NOT SET UP The Printer GTID s have not been entered into the Support Document Print Table. TCNT FIELD NOT SET UP IN AAT Check that the Pseudo City Code is authorised to issue Electronic Tickets then change the TCNT field of the AAT to 1. TICKETING LINK UNAVAILABLE - PLEASE RETRY The link to the airline's electronic ticket database is currently down. UNABLE TO CHANGE STATUS TO VOID The electronic ticket status is not OPEN, therefore it cannot be voided. UNABLE TO PROCESS ELECTRONIC EXCHANGE - COUPON STATUS NOT OPEN Carrier has rejected the exchange ticket request. The coupon status is not OPEN, ie. it has been used. UNABLE TO PROCESS ELECTRONIC TICKET DISPLAY TICKETING RECORD NOT FOUND *HTE has been entered on a Booking File that does not have any electronic ticketing data to display. UNABLE TO PROCESS ELECTRONIC TICKET DISPLAY AIRLINE NOT VALID FOR ELECTRONIC TICKET DISPLAY Only a 2 character airline code (eg. AN) can be used in the display entries. The use of a 3 digit numeric code (eg. 090) will result in this error message. UNABLE TO PROCESS ELECTRONIC TICKET DISPLAY INVALID CREDIT CARD NUMBER An electronic ticket display command has been entered using an incorrect credit card number, eg. *TE/AN/CC376000000000028 UNABLE TO PROCESS ELECTRONIC TICKET DISPLAY - INVALID ITEM NUMBER A character has been typed onto the *HTE screen prior to selecting the required ticket. Enter *HTE again, then tab to the required ticket then press enter. UNABLE TO PROCESS ELECTRONIC TICKET DISPLAY NO AGENCY AGREEMENT EXISTS - ACCESS DENIED You have tried to display a system voided electronic ticket. 26 1042-V2 Galileo E-Ticketing & Automated Refunds - Setup & Support Guide (2007)

Electronic Ticketing Error Messages UNABLE TO PROCESS ELECTRONIC TICKET DISPLAY NO DISPLAY LIST AVAILABLE *TEXXX entry has been used without first using *HTE to display the selection list. UNABLE TO PROCESS ELECTRONIC TICKET DISPLAY NO ITEMS FOR DISPLAY Carrier does not support the search criteria used. UNABLE TO PROCESS ELECTRONIC TICKET DISPLAY NO RESPONSE FROM VENDOR The airline system is down or the link to the carrier electronic ticketing database is unavailable. UNABLE TO PROCESS ELECTRONIC TICKET DISPLAY VENDOR SYSTEM NOT AVAILABLE The airline system is down or the link to the carrier electronic ticketing database is unavailable. UNABLE TO PROCESS ELECTRONIC REVALIDATION VENDOR UNABLE TO PROCESS ETKT The ticket that is being revalidated has already been exchanged or voided. It is not possible to revalidate such tickets. UNVOIDING OF ELECTRONIC TICKETS IS RESTRICTED Electronic tickets cannot be Unvoided. 1042-V2 Galileo E-Ticketing & Automated Refunds - Setup & Support Guide (2007) 27

Notes 28 1042-V2 Galileo E-Ticketing & Automated Refunds - Setup & Support Guide (2007)

Automated Refunds 1042-V2 Galileo E-Ticketing & Automated Refunds - Setup & Support Guide (2007) 29

Automated Refunds Agency Setup AAT Settings To activate an individual agency a Prime Authoriser will need to carry out the following procedures using SU duty code, ie. SA/SU. The AAT for sites being switched over to Automated refunds will need to be set as follows; AUTR Set to 4 for Australia Set to Ø5 for New Zealand JAXXX/MGI+AUTR- 4 (XXX=Pseudo City Code) This field controls the layout style for the Automated Ticket Refund notice. For an Agent to have access to Automated Refunds they must have an Itinerary/Invoice printer. The Refund notice must print for the Refund transaction to be completed. 30 1042-V2 Galileo E-Ticketing & Automated Refunds - Setup & Support Guide (2007)

Automated Refunds Error Messages Error Messages CANNOT HAVE COMMISSION AMOUNT AND PERCENT both commission and percentage fields have been completed, only one is permitted. CARD NUMBER/VENDOR DO NOT MATCH The vendor code and card number do not match. COUPON NUMBERS ERROR Coupon numbers entered are not 1,2,3, or 4 or are not in ascending order. COUPONS ENTERED DO NOT MATCH ORIGINAL ISSUE Coupon numbers entered do not match the coupons contained in the original ticket issue. DOCUMENT NUMBER FIELD IS MANDATORY Either airline code, ticket number or check digit is missing or incorrect. EXPIRY DATE FIELD IS MANDATORY When credit card details entered expiry date is mandatory except for UATP cards. FIELD IS DISPLASY ONLY An attempt has been made to amend a field which has been automatically completed by the system from stored TINS data. FIF SCREEN DOES NOT EXIST Attempt has been made to display screen 1 or 2 and it does not exist. INCORRECT NUMBER OF DECIMAL PLACES CASH, - CREDIT, -INVOICE, -TAX, - CANX CHARGE, -CANX COMM, - AMOUNT Decimal places are not correct in the field specified. INCORRECT NUMBER OF DECIMAL PLACES COMMISSION Commission field has been completed with incorrect decimal places. INT/DOM INDICATOR IS MANDATORY Int/Dom field has not been completed. INVALD FORMAT/DATA INT/DOM INDICATOR Int/Dom field input is incorrect. 1042-V2 Galileo E-Ticketing & Automated Refunds - Setup & Support Guide (2007) 31

Error Messages Automated Refunds INVALID CURRENCY CODE Incorrect currency code in net fare field. INVALID FORMAT TOUR CODE The Tour code field has been entered incorrectly. INVALID FORMAT/DATA AIRLINE AUTHORITY Airline Authority field input is incorrect. INVALID FORMAT/DATA CANCELLATION CHARGE Cancellation Charge field input is incorrect. INVALID FORMAT/DATA COMMISSION Commission field input is incorrect. INVALID FORMAT/DATA ISSUING AIRLINE Airline field input is incorrect. INVALID FORMAT/DATA PAID FARE Paid Fare field input is incorrect. INVALID FORMAT/DATA PAID TAX Paid Tax field input is incorrect. INVALID FORMAT/DATA PASSENGER NAME Passenger name entered incorrectly. INVALID FORMAT/DATA PFC PFC field input is incorrect. INVALID FORMAT/DATA REFUND FARE Refund Fare field input is incorrect. INVALID FORMAT/DATA REFUND TAXES Refund Taxes field input is incorrect. INVALID IATA CODE IATA code of exchange document contains invalid characters. INVALID INPUT Format of the entry is incorrect. INVALID PFC AIRPORT CODE Airport code entered does not support PFC s. INVALID PLACE OF ISSUE Place of issue of exchange document is invalid. INVALID PLATING CARRIER Plating carrier does not match carrier code of refund document and/or exchange ticket. 32 1042-V2 Galileo E-Ticketing & Automated Refunds - Setup & Support Guide (2007)

Automated Refunds Error Messages INVALID TICKET NUMBER OR CHECK DIGIT NUMBER The ticket number and/or check digit entered is invalid. INVALID VENDOR CODE Credit card vendor not accepted by Galileo. ISSUING AIRLINE FIELD IS MANDATORY Airline field has not been completed. MISSING CHECK DIGIT The ticket number has been entered without a check digit. NBR OF TKTS DOES NOT MATCH COUPONS The number of tickets entered does not match the number of coupons (conjunctions). NEED COUPON NUMBERS Coupon numbers for entered document number are missing. NEED ORIGINAL COMM RATE Original commission rate is mandatory NEED PAID FARE Field has not been completed NEED PFC CHARGE INDICATOR If PFC airport entered the indicator is required. NEED REFUND DUE IN CASH Refund in cash is mandatory if amount paid in ash complete. NEED REFUND DUE IN CREDIT Refund in credit mandatory if amount paid in credit complete. NEED REFUND DUE IN INVOICE Refund in invoice mandatory if amount paid in invoice complete. NEED REFUND DUE IN TAX Refund in tax mandatory if amount paid in tax complete. NEED REFUND FARE Field has not been completed. NEED TAX CODE TAXn Tax amount has been entered without a tax code. NET FARE TOO LARGE Net fare exceeds refund fare. ORIG ISSUE DOCUMENT ERROR Either airline code, ticket number or check digit is missing or incorrect. 1042-V2 Galileo E-Ticketing & Automated Refunds - Setup & Support Guide (2007) 33

Error Messages Automated Refunds ORIGINAL ISSUE DATE OUT OF RANGE Date must not be one year previous to that entered. PASSENGER NAME FIELD IS MANDATORY Passenger name, initial and status is required. TICKET ALREADY VOID/REFUNDED Ticket has void status or has already been refunded. UNABLE TO PRINT REFUND NOTICE CHECK LINKAGE The printing device that is linked is not able to print refund notices, must be DM or DD. UNABLE TO PROCESS MAXIMUM 6 TICKET NUMBERS Attempt has been made to refund more than 6 tickets in a conjunction set. UNABLE TO RETRANSMIT CANCELLED REFUND An attempt has been made to retransmit a refund that has already been cancelled. UNABLE TO RETRANSMIT REFUND TICKET An attempt has been made to retransmit a refunded ticket. UNABLE TO VOID CANCELLED REFUND An attempt has been made to void a refund that has already been cancelled. UNABLE TO VOID/UNVOID REFUNDED DOCUMENT An attempt has been made to void a document (TRV or TRU) that has already been refunded. UNAUTHORISED CARRIER You may only issue refunds for those carriers for whom you hold a Carrier Identification Plate (C.I.P) 34 1042-V2 Galileo E-Ticketing & Automated Refunds - Setup & Support Guide (2007)

Index 1042-V2 Galileo E-Ticketing & Automated Refunds - Setup & Support Guide (2007) 35

Index Automated Refunds AAT Settings... 30 Agency Setup... 30 Error Messages... 31 Electronic Ticketing AAT Settings... 13 Adding E-Ticket Numbers... 9 Agency Setup... 13 Agency Support... 20 Agent Support Policy... 12 Agents STD Profile... 15 BSP Options Table... 6 Documents... 17 E-Ticket Initialisation... 8 Error Messages... 24 HQC Display... 20 Initialisation (E-Ticketing)... 8 NDC Setup... 6 Printer Linkage... 16 Removing E-Ticketing from Agencies... 11 STD Profile... 15 Support Document Print Table... 17 Support Document Images... 22 Ticket Allocation Log... 10 Ticket Numbers - Adding... 9 Ticket Images... 21 36 1042-V2 Galileo E-Ticketing & Automated Refunds - Setup & Support Guide (2007)