PST Day 2

Air Stuff

• Product, Policies and Procedures

3 stages of Air booking

• Book flights - 55% Automated, system will be the one who will work and the rest to us as a customer service.

• Quality Control - 72% Automated, double checking if the flights were good in coordination with the information in the booking. The system will automatically will work for you to check if the flights are all good. 28% is on us as a customer agent. Everyone on air can check on this 28%.

• Issue Tickets - 90% Automated, ticketing passengers tickets. ( Early Ticketing ) 10% is all for air departments. Air back office, resolution desk.

" Inclusive Air "

• Viking Air - Add On
• Inclusion

• Worry Free
• Guaranteed Fare
• Airport Transfer
  • Going to a certain country, From US to Europe, Atlanta to Amsterdam Flight, option with airport transfer, Ship going to airport. Amsterdam airport going to a hotel.
• 24/7 Support
• Air Changes
• Refundable
• Best Route ( Backtrack )
• Best Layover ( minimum of Layover, 2 hrs. and 45 mins maximum of 6 hrs. )
• Arrivals / Departure - offer the best possible time. 9AM - 5PM
• Seat Assignments - choose their preferred seats with or without Viking Air Plus.

• Booking the flights of the Passenger

• Guest Information Form is COMPLETED( GIF )
• Minimum Deposit has been RECEIVED.

• Air Schedule at 310 Days Prior to Return.

• maximum that we can booked the flight of the guest. ( with Air Plus ). The earliest that the passenger can booked their flight.

• Air sent 150 Days prior to Departure.

• they will receive their schedule. if the passenger don't have air plus.

• Air Plus

• custom air department to guest who have specific travel needs or special requests. $150
• anything Bergen
• Bordeaux
• SE Asia
• Arctic and Antarctic
• $100 - $150 + Air Differential ( Difference between Brochure fare to the fare of the flight selected ) ( the one that they paid from the Viking air from and from the fare of the flight they selected.

" Air Plus is $100 or $150 per person and there may be additional fees based on the airline and flight selected " and you can booked your flight 310 Days Prior to Return would you like to avail air plus? "

• 35% of bookings have an air differential.

• Additional Inclusion

• Specify Airline/ Route
• Multiple Booking
• Release Air Itinerary
• Air Planning Advisor

NOTE: DO NOT SELL AIR PLUS FOR SEAT ASSIGNMENT

• Viking DOES NOT Guarantee Seat Assignments

• 3 options status of booking

• Option - they just want to check
• Confirm -minimum deposit has ben received
• Final - fully paid

• Reservation Life of Air

• Air is released no later than 150 days prior to departure

Air schedule is assigned

• Reservation Life of Air - MyVikingJourney Air

• 310 Days Air Plus is Available

• Assistance from our air service specialist to customize air travel and receive flight itinerary early

• 150 Days Air is Available on MVJ

• Guest without air plus can begin customizing their dates, cities, upgrade or assign seats
• Cruise booking made inside 150 days will receive their air within 24 hrs.

• 75 days air can no longer be modified on MVJ

• Guest will need to call in and speak with an air agent.
• Guest in final status tickets can be issues at any time.

• 65 Days Air Plus No longer Offered.

• Deviations and Stopovers

• A deviation is defined as air flights with dates that are different than the ship, hotel or extension arrival/ departure dates and/ or the package city pairs to or from are different. This can be added on the pre-trip, post-trip or both. Airport transfers are no longer included.

EX:

Original dates Jan. 8, ATLAMS - OB Jan 20 AMSATL - RT

Deviation: Jan 6

" They don't have a transfer once they avail deviation "

Deviation is not free, they need to pay $100 Dollars per person. 1 time payment only. 30 days before the start of the cruise and 30 days after the cruise ends.

• Stopover

• is defined as air flights with a stop between the gateway city and the destination. This can be added on the pre-trip, post-trip or both. Airport transfer are still included.
• stays on a specific city for more than 24 hrs.
• 0 - $300 per person
• only available for European flights

LFFF ( last flight first flight )

STOPOVER with DEVIATION AMOUNT: the highest fee's always applies.

Examples: ORIGINAL FLIGHTS: 15AUG MSPAMS 25AUG AMSMSP

Deviation: 12AUG MSPAMS 27AUG BSLMSP

ORIGINAL FLIGHTS: 15AUG MSPAMS 25AUG AMSMSP

STOPOVER: 12AUG MSPBSL 15AUG BSLAMS 25AUG AMSORD 28AUG ORDMSP

GROUP 7: ORIGINAL FLIGHTS: 15AUG MSPAMS 25AUG AMSMSP

12AUG MSPBSL - SO 15AUG BSLAMS - NC 27AUG BUDORD - DEV 28AUG ORDMSP - SO

• Cabin Classes:

• Economy
• Premium Economy
• Business Class

• Economy - mostly composed of 3X3 or 2X3X2 configuration. 17 inches wide.

• Premium Economy - 2X2 or 2X2X2 Configuration depending on aircraft. 21 inches wide.

• Business Class - Cabin Classes.

• First Class

• Premium Amenities

• Priority everything
• Extra Check Bags - 50kgs per passenger depending on the flights they have.
• Airport Lounges - they have an option to seat on lounges while waiting.
• Separate Cabin
• Travel Kit

• Business Class - Cabin Classes. Amenities

• Priority everything
• Extra Check Bags
• Airport Lounges
• Separate Cabin
• Travel Kit

• First Class Amenities

• Priority everything
• Extra Check Bags
• Airport Lounges
• Separate Cabin
• Travel Kit

• Airline Codeshare Flights

• is when one airline ( marketing carrier ) is selling a flight as theirs, when in actually it is not their plane and it is operated by another carrier ( operating carrier ).

Example: AA/BA American Airways operated British Airline DL/KL Delta Airline/

NOTE: When we are reading flight schedules we MUST read the " operated by " message if applicable.

DOT rules requires airline and tickets agents to inform consumers if a flight is operated under a codeshare arrangement, as well as disclose the corporate name of the transporting airline and any other name under which the flights is offered to the public ( DOT Compliance, and for them no to sue as )

True Metal Carrier - not operated by another airline. American Airlines to American Airline only.

*Service and Resources Air Department Hours of Operations

Monday -Sunday - 5AM - 7PM ( Pacific Time )

Viking Cruises Website ( Air Services )

• has most airline link for managing the air booking
• services includes / Seat Assignments / Special Meal Request / Wheelchair Assistance / Input Frequent Flyer # / Aircraft Information