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RPC DOCUMENTATION

Wingtips> Ticketing: Troubleshoot PNRs or Tickets

Auth Release:

PLEASE CHECK BLOCK AMOUNT OF (amount to reverse ) ( what the amount is for ) under cc ending in ( last 4 digit of credit card). For possible reversal.

Requesting RPC to collect pending charge in order to issue/reissue ticket:

Deny Refund Request:

Bulk tickets:

Attach/Detach Infant Ticket:

Award Rigid Comments

New booking:

ONE07APR*G$56.33PP 56.33TTL S35K-s35k PPM 70K CFL IBMHO

Remember that TTL = TOTAL tax for all pax in case you have more than 1 pax and PPM (status Identifier) Then mileage total cost for all pax, before CFL.

Exchanges:

ONE25MAR*G$59.15PP 59.15TTL E155H-S125H PPM 28K CFL IBMHO

ADDED FAREQUOTE MANUALLY IBMHO

ONEMBR CONNOR BROWNACCT XE024878NEIBMHO

ORIGINAL REWARD E155H-S125H*28K

NEW REWARD E155H-S125H*28k

ADD-COLL 0K MILES PP

ONE27FEB*G$74.55PP 74.55TTL S85K-S585h PPM 143.500K CFL IBMHO

ADDED FAREQUOTE MANUALLY IBMHO

ONEMBR sangita shahACCT DM077254NEIBMHO

ORIGINAL REWARD S85K-S85K*170K

NEW REWARD S85K-S585H*143.5K

CREDIT 26.5K MILES PP

Note: for Credits less than 1000 miles. Do not use H = hundreds. If refund amount is 200 miles then use 0.2k instead.

MANUAL MUA REDEMPTION

  1. Go to Wingtips and Upgrades: MileagePlus Upgrade Awards (MUA) > Award Chart > then launch MileagePlus Upgrade Award Chart Pricing excel file.

  2. Collect the details you need (Award Codes, Copay cost and mileage cost)

  3. After collecting the details you need then go to Pricing > DQ > Put a tick mark on Mileage Plus upgrade then fill out the rest

Destination city > Fare Basis (for the segment you're upgrading) then fill out Award Code then select TO and FROM then click ADD.

  1. Lastly add redeeming account number then click ADD UPGRADE DOCUMENTATION. Then end transact.

  2. Mostly RPC debit upgrade award will be posted and RPC will work it off from queue and should be good to go from there.

  3. DO NOT DO MANUAL REDEMPTION WITHIN 24HRS OF THE FLIGHT.

ETC REDEMPTION NEW BOOKING - PENDING STATUS:

  1. Go to ECD Database and Retrieve ETC details

  2. Check ETC history

  3. Get Cert status document number for every etc value applied on the PNR attached to the ETC.

  4. Go to Tools > eCertificate Information> add etc and retrieve > upon retrieval under transaction drop down, select Cert Status Documentation > Add the value collected from etc per pax and add cert status number and click ok. End Transact

Note: In case of multiple pax, every time you manually redeem it per person.. make sure you modify shae comments from Certstat1 to Certstat 2 for the 2nd pax. Every time you manually redeem an etc, it auto saves your shae comments into Certstat1. Be careful.

ETC REDEMPTION ON A TICKETED PNR.

PART 1. Tickets that can be voided.

  1. Go to Tools > eCertificate Information> add etc and retrieve > upon retrieval under transaction drop down, select Redeem. On the pop up window, just redeem etc as you normally would and end transact the record. Make sure shae comments is appended after you IR the record.

  2. Go to Ticketing > Modify Eticket > Highlight your Eticket coupon on the Window and on the left hand side select " Change status" then click Void eticket.

Once you successfully voided the eticket..

  1. Go to comments and modify the RBY comment, change it to correct value (declared value after etc has been applied on the ticket / correct charge) then end transact record.

  2. Go to Support/Empowered > Ticketing Address > Save the Billing Address then end transact record

  3. Go to Messages > Queue > Etk 10

  4. Document your pnr for RPC reference "ATTN RPC NEED YOUR HELP TO ADJUST TOTAL CHARGE ON CC / AN ETC WITH A VALUE OF ($$$) HAS BEEN APPLIED ON THE TICKET / ORIGINAL TICKET COST WAS FROM ($$$$) AND IT SHOULD BE ($$$$$) NOW. KINDLY REFUND THE DIFFERENCE BACK TO PAX CC UNDER FOP THANKS"

  5. Your ticket should be ticketed in a few mins.

  6. Make sure to tell your agents that refund should take place 7-14 business days.

PART 2. Tickets that can't be voided.

  1. Go to Tools > eCertificate Information> add etc and retrieve > upon retrieval under transaction drop down, select Redeem. On the pop up window, just redeem etc as you normally would and end transact the record. Make sure shae comments is appended after you IR the record.

  2. Go to comments and modify the RBY comment, change it to correct value (declared value after etc has been applied on the ticket / correct charge) then end transact record.

  3. Document your pnr for RPC reference "ATTN RPC NEED YOUR HELP TO ADJUST TOTAL CHARGE ON CC / AN ETC WITH A VALUE OF ($$$) HAS BEEN APPLIED ON THE TICKET / ORIGINAL TICKET COST WAS FROM ($$$$) AND IT SHOULD BE ($$$$$) NOW. KINDLY REFUND THE DIFFERENCE BACK TO PAX CC UNDER FOP THANKS"

  4. Go to Messages > Queue > RPC 25

  5. Make sure to tell your agents that refund should take place 7-14 business days.

NOTE: IF ETC VALUE CAN COVER ETICKET COST - MUCH BETTER TO CANCEL ORIGINAL PNR AND CREATE A NEW ONE AND HONOR THE SAME FARE AND APPLY THE ETC FROM THERE. CLEAR AND LESS HASSLE FOR CUSTOMER.

Resources:

Wingtips > Foreign Currency

Ezr Comments and Queues

Award Chart-Upgrades: Mileageplus Upgrade Awards MUA

Prohibited Ticketing Definitions-Prohibited Ticketing Practices

Troubleshoot the Ticketing Process-Ticketing: Troubleshoot PNRs or Tickets

Reservations: EZR Book with an ETC-Certificates: Electronic Travel Certificate (ETC)

Cabotage Rule

Training Library> Lead Desk> Lead Transition Training > Fare Fundamentals / Overbooking

QUEUE DESKS:

ETK 10 - Revenue Ticketing Problem

OPT 10 - Award Ticketing Problem

RPC 25 - RPC manual Processing

DEL 29 - INR Currency

GRU 29 - BRL Currency (72hrs or more date of flight from time it was requested)

RIO 29 - BRL Currency (24-72hrs date of flight from ticket exchange request)

EZE 29 - ARS Currency

SUPPORT HELP DESK NUMBERS:

8728254000 – corp headquarters

81286 - RPC

81920 - CDM

81115 - CUSTOMER CARE

8477007800 - CSS DESK