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NOTEPAD

a(trvl date)(city pair)-dl.call - find avilability

6ticketing#ER - avoid ghost tkt

4* - copy 4p*.... - to check if same fare

SYSTEM DOWN SCRIPT

Flight Support & Escalations - ALL Sites SYSTEM DOWN SCRIPT PO Thank you for calling Travel Services, may I have your NAME please?" "Mr. /Ms., ___, I apologize for any inconvenience; however, I am unable to view your request at this time. The computer systems that allow me to view your information are temporarily offline. We're asking customers to wait at least 30 minutes and call us back. Our systems should be back up by then.

(3

*Hi my name is Roni from Priceline . com on a recorded line. If you receive message this message kindly call us back at 1-877-477-7441.

Please refer trip #

PMOR Voided Tickets

We are aware of a known issue where Priceline Merchant of Record tickets are not being refunded after a VOID is initiated.

If a customer claims that they were charged on a VOIDED PMOR booking, please check the View CC Transaction activity in CARES to confirm the charge and if a refund was already processed.

If no refund was processed, please escalate the case to your TL/Supervisor and ask them to submit a Refund Request to resolve the customer issue.

37698159279

We are seeing a delay in emails being sent out including confirmations of bookings. If any customers are looking for their confirmation please let them know they should check under my trips, and expect the email to be received in an hour or so

REMINDER BEFORE ENDING THE CALL

(Itinerary Recap)

(Cancellation) Please be advised that you still have until 11:29PM Eastern Standard Time today to process this cancellation via our website or on the automated system.

(Exchange) Please call us back two days prior to your departure if you wish to make any changes on this reservation as this is only available pre-travel.

GHOST CALL

 

  1. If you receive the PTR #, locate it in CARES.

● Log the request using “Unauthorized Contact” option via the Contact Logging screen.

● Select Ghost Call to close the case.

  1. If you do not receive the PTR #, wait 5 seconds and repeat your greeting twice at the same interval.

  2. Advise “I’m releasing this call. Please contact us back if you need assistance. Thank you.”

  3. Report ghost call to the SOD (supervisor on duty)

tue/wed/thu -

mr cx, you will have a residual amount of ....that you can use as trvl crdt for future trvl

MCO- valid one year after we finalize the exchange today

AA - flx

If customer HAS insurance and asks if they are covered:

· Confirm they did purchase travel insurance

· Insurance coverage is for unforeseen illness or injury

· It typically does not cover you in the event of itinerary conflict

· The policy’s terms and conditions are conveniently available on website for review

· Use appropriate close

***i understand you must be frustrated. lets see how can I help you solve this problem

***well im sorry youre annoyed and probably disappointed. Lets see what I can do to help you

888thamk you for booking your first online trip with us. I appreciate this is brand new for you. please feel comfortable asking me any questions

Advise customer:

o If all RLOC numbers are present, advise:

· The changes we have discussed are complete.

· Your reservation has been forwarded to our Ticketing Department for a quality audit.

· Your new ticket(s) will be issued and our website updated within two hours.

· A confirmation email will be sent when the update is complete.

· You will be contacted only if an error is discovered during the audit process.

o If one or more RLOC numbers are pending, advise:

· The changes we have discussed are currently pending confirmation from the airline.

· Your reservation has been forwarded to our Ticketing Department for a quality audit.

· Your new ticket(s) will be issued and our website updated within two hours.

· A confirmation email will be sent when the update is complete.

· You will be contacted only if an error is discovered during the audit process or if the airline is unable to confirm our changes.

Important Reminder: For Multi-Reservation, Travel Insurance will only be refunded if all air components are cancelled. Use Cancel Insurance Premium activity to refund the Trip Protection.

DOMESTIC MIDFLIGHT COMPUTATION (WSPAN)

BF:

US: 4F$B(ib bf)

AY: GTAX US/AY ( AY/2 )

ZP: 4FZP/(ALL RET FLT)(point of origin) then * 2

XF: 4FPFC/(ALL RET FLT)(point of origin)XA: GTAX US/XA

INT'L MIDFLIGHT COMPUTATION (WSPAN)

GTAX (TAX CODE)

F6: DECODE /ilan bsese dumaaan sa said airport (ex: UAE)

F6/2

ZR: ilan beses departure & arrival

ZR/ ilan beses departure & arrival

GTAX IN/IN - IN/ ( ILANG BESES DUMAAN SA INDIA)

GATX IN/P2 - P2/ ( ILANG BESES DUMAAN SA INDIA)

GTAX YQ- FUEL SURCHARGE -DIVIDE INTO 2 FOR RT

MULTIPLE DES- DIVIDE INTO EACH DES

GTAX YR- FUEL SURCHARGE -DIVIDE INTO 2 FOR RT

MULTIPLE DES- DIVIDE INTO EACH DES

XF ; 0.00

AY: 0.00

XA : TAXES BEING COLLECTED PAPASOK NG US (BUONG AMT)

YC: TAXES BEING COLLECTED PAPASOK NG US (BUONG AMT)

XY : TAXES BEING COLLECTED PAPASOK NG US (BUONG AMT)

BF:

US: TAX/ 2

INTL TAXES

YC

XY

XA

WHOLE VALUE:

XF

AY

YQ

FARE USD413.00/TAX426.07/USD839.07 ELTV2US ELTV2US ELTV2US

      ELTV2US ELTV2US ELTV2US

TAX YC6.11

XY7.00/

AY11.20

US38.20

XA3.96

F619.00

ZR2.80/

RG32.80

SP13.10

YD18.40

YQ260.00

XF13.50

FCALC TUL AA X/CHI EY X/AUH EY LHE 206.50EY X/AUH EY X/CHI

      AA TUL 206.50NUC413.00END XF  TUL4.5ORD4.5ORD4.5

M5MW5D

BF: 206.50

US: 19.10

XF: 14.50

AY: 5.60

YC: 6.11

XY: 7.00

XA: 3.96

YQ: 130

F6 : 9.50

ZR : 1.40

SP: 13.10

YD: 18.40

RG: 16.40

BF: 206.50

US: 19.10

XF: 14.50

AY: 5.60

YC: 6.11

XY: 7.00

XA: 3.96

YQ: 130

F6: 9.50

ZR: 1.40

RG: 16.40

SP: 13.10

YD: 18.40

NS8UD7

2SI9E4

7SFQJF

MMHY96

245B7N

3B8NI9

OASFYY

OM3VJJ

N8ZPR3

22BS4M

4DAM8N

2RMQ3D

M5MW5D

73QPO7

VOL EXCHANGE ( SABRE )

  1. EMULATE -
  1. SIGN INTO TKT PRINTERS

  1. CHECK ETR STATUS

  2. CHK FR

-RD(ISSU ING DATE)(CITY PAIR)(TRAVEL DATE)(FBC)-A/LCODE -----

  1. AIR AVAILABILTY

  2. REMOVE PQ

  1. DISPLAY PAX NAME &TKT
  1. PRICE
  1. AUTH CARD
  1. TKTNG QUALIFIERS

-CANADA - WFRF0017706936747‡NCB‡FCHECK‡K5.45‡N1.1‡UB*LWFR

  1. EXCHANGE

add pnr

  1. UPDATE RETENTION LINE

  1. ER

  2. MODIFY REMARKS : *.

  1. ER

  2. CHECK IF W/FP

  1. ISSUE TKT
  1. ASSIGN SEATS - 4GA/NA

4GA/NA

  1. ER

  2. CARES

wpn

INVOL EXCHANGE

Get ITIN details**

  1. itinerary

  2. endorsement

  3. taxes

  4. fare calc

  5. base fare

  6. total usd

  7. SIGN INTO TKT PRINTERS

  1. REMOVE PQ
  1. START W/ FARE MASK

STEP 1. MASK METHOD

STEP 2. LINEAR METHOD

  1. *PQ

  2. Remove ALL Future Processing Line - FP¤

  3. Create a new FP Line including the original and new endorsement and or waiver code.

  1. Modify Accounting Remarks and assign seats

  2. Issue ticket: W¥

============================================

dont EWR UN segments if no repro given

***WTKT - go back to FM

ALT ARROW UP - chk formats entered

RD(ISSUE DATE)(CITY PAIR)(TRAVEL DATE)FBC-A/L

RD*PEN - chk FR

*ESNREY (*RLOC) enter - to display or retrieve PNR

PE¤

PE¤‡customeremail‡

6EMAIL§EM - itin conf sending email

retrive pnr

XIA - manual cxl PNR

to get itin to paste in notes

/2/1 - arrange segment

*IA -

VCT* - chck all good repro

TSEMAIL & TSCOCC - if no flt s avialable

WETR*2 - chk tkt status

*P5 -

02y1* - book for 2 pax

T ka then WETRline# to check etr status

*A then *p5 - to check if split

P3P4 -chk SSR

*P3D - SFPD

=========================================

FOR TSEMAIL

JETBLUE - B6

DearJetBlue@jetblue.com

ALITALIA - AZ

internet.services@alitalia.it / customer.relationsNYC@alitalia.it / medicalrefundsUSA@alitalia.it

JAPAN AIRLINES - JL

Support.refund-us.ca@jal.com

DELTA -DL

ContactUs.Delta@delta.com

psgrref.delta@delta.com

QATAR - QR

tasupport@qatarairways.com.qa

UNITED AIRLINES - UA

UnitedAirlines@united.com

AMERICAN AIRLINES - AA

Sales Support Center: american.support@aa.com

Steps in Fare Masking in Sabre using Linear Method

Step 1: W‡C

Step 2: W‡I‡L1-*BA‡L2-*BA

Step 3: W‡I‡C

Step 4: W‡I‡YUSD/

T ka then WETRline# to check etr status

A then *p5 - to check if split

P3P4 -chk SSR

*P3D - SFPD

mid flt - complete trvl

partial trvl - not complete OB or IB

EXCHANGE

sabre log in -

PCC - 9RVB

0000- 4 digit agent ID

WETR* number - to view tkt like display dh worldspan

PQRD-ALL DELETE ALL PQR

PQD-ALL- MANUAL PRIICE

*PQ

*PQR

CK*(cc code)(cc number)/(exp date)/(amt)/(carrier code)

example : CCVI4707123572703583/0724/124/CDL (CK/VI4707123572703583N0724/124/0756068/CD

SABRE- AUTO PRICE

  1. GO TO ITIN TAB

WSPAN - AUTO PRICE

  1. 4PLFBFXD#FSR#/@@PCLNRTL#CDL

2.4P*FXD#FSR#/@@PCLNRTL#CDL

  1. WILL SHOW 4P*FXD#FSR#/@@PCLNRTL#CDL

  2. COMPARE PRICE TO TS2

  3. 4PQC- STORE FARE

  4. RUN CEPA

  5. DRIVESTREAM

4P*FSR#/@@PCLNRTL#CDL - BEC

=========================

FXD- Exclude unbundled fare (BASIC ECONO)

*** pag may grid put FXD ***

*** if TS2 use RR, use Auto Exchange or vice versa ***

WSPAN - RAPID REPRICE

1.. AIR BOOKING TOOL (DATE OF TRVL)(CITY PAIR)- EK

  1. REMOVE FLT

  2. CORRECT SEGMENTS

  3. CLICK TEP

  4. REPRICE & REBOOK USING LOW FARE FINDER

  5. SPECIFIC BY ACCOUNT- CHECK IF HAVE ACCT CODE: (4*)

9.CHECK SECURATE AIR

  1. CHECK EXCLUDE ECONOMY UNBUNDLED FARES

  2. CLICK CONTINUE

  3. IF ERROR OCCURS: USE AUTO PRICE

FLX- AUTO EXHANGE

  1. find flt

  2. click price

  3. click continue

  4. click BOOK

4PFXD#FSR#/@@PCLNRTL#CDL

4pqc

auth card

*di

drivestream

4-DI@#$CCVIXXXXXXXXXXXX1470N0324Z075047

4PLI-CHK BOOKING CLASS NA PEDE MAPRICE

PQ 1 AJL¥FAXXXXXXXXXXXX1004/XXXX¥ACPCLNCORE¥AC*PCLNRTL¥PWEB¥R

Q

BASE FARE EQUIV AMT TAXES/FEES/CHARGES TOTAL

CNY6410 USD1004.00 80.57XT USD1084.57ADT

XT BREAKDOWN

     6.40YQ         19.10US          6.11YC          7.00XY

     3.96XA          5.60AY         14.10CN          9.20SW

     4.60OI          4.50XF

ADT-01 KKX00YN0

LAST DAY TO PURCHASE 02DEC/2359

DLC JL X/TYO JL X/BOS JL ORL M993.69NUC993.69END ROE6.450646 XF

BOS4.5

WEB NOT APPLICABLE - ADT FARE USED - VERIFY RESTRICTIONS

VALIDATING CARRIER SPECIFIED - JL

RFND RESTR APPLY ¥

01 O DLC JL 820K 18JAN 845A KKX00YN0 18JAN23 02P

02 X NRT JL 8K 18JAN 630P KKX00YN0 18JAN23 02P

03 X BOS JL5868K 18JAN 749P KKX00YN0 18JAN23 02P

 MCO

FARE SOURCE - ATPC

ds-

EZEI#$EET(TKT #)XA/OIOMW(DATE ISSUED)0756068#ER(ORIG TOUR CODE)#IT(WAIVER CODE)#*R#N(PAX #)#C(A/L CODE)

EZEI#$IET0017418277789XA/AB99.80X0.00P0.00T99.80/O$CCVI/OIOMW05MAR200756068#ERNONREF/NOCHG/BESH/NOSEAT/#N2.1#CAA