a(trvl date)(city pair)-dl.call - find avilability 6ticketing#ER - avoid ghost tkt 4* - copy 4p*.... - to check if same fare - since debit card was used online, auth will debited from their acct - if unsuccesful, notif will be send automatically to their bank so that they can initiate refund - call bank to verify 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. 2. If you do not receive the PTR #, wait 5 seconds and repeat your greeting twice at the same interval. 1. Advise “I’m releasing this call. Please contact us back if you need assistance. Thank you.” 2. 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 - - AAA(PSEUDO CITY) 2. SIGN INTO TKT PRINTERS - PPS9 - US - PPS1 - CANADA 3. CHECK ETR STATUS 4. CHK FR -RD(ISSU ING DATE)(CITY PAIR)(TRAVEL DATE)(FBC)-A/LCODE ----- - RD*PN 5. AIR AVAILABILTY 6. REMOVE PQ - *PQ, *PQH or *PQR (if previously exchanged) - PQRD-ALL - PQD-ALL (if previously exchanged) 7. DISPLAY PAX NAME &TKT - *N*T 8. PRICE - WFRF(TKT #)‡NCB‡N1.1 - CLICK QUIT 9. AUTH CARD - US - CK*(cc code)(cc number)/(exp date)/(amt)/(carrier code) - CANADA - CK*CA5567123456789001/0816/CAD10.00/DL 10. TKTNG QUALIFIERS - US - WFRF0017706936747‡NCB‡F*CA5569290000000000000/1211*Z002345‡K5.45‡N1.1 -CANADA - WFRF0017706936747‡NCB‡FCHECK‡K5.45‡N1.1‡UB*LWFR 11. EXCHANGE - - CLICK RETAIN add pnr 12. UPDATE RETENTION LINE - T¤(LAST TRVL DATE)‡180 - 0OTHAAGK1NYC-OTH MISCELLANEOUS SEGMENT 13. ER 14. MODIFY REMARKS : *. - 59¤.A* AMT 0.00 - 5.A* INV (original PTR #) - 519¤.A* RND 0.00 15. ER 16. CHECK IF W/FP - FP¤ - AC¤ALL 17. ISSUE TKT - *PQR - W‡PQR1 - *T - 6PAX§ER 18. ASSIGN SEATS - 4GA/NA 4GA/NA 19. ER 20. CARES wpn ******************************************************** INVOL EXCHANGE Get ITIN details** 1. itinerary 2. endorsement 3. taxes 4. fare calc 5. base fare 6. total usd 2. SIGN INTO TKT PRINTERS - PPS9 - US - PPS1 - CANADA 3. REMOVE PQ - *PQ, *PQH or *PQR (if previously exchanged) - PQRD-ALL - PQD-ALL (if previously exchanged) 4. START W/ FARE MASK STEP 1. MASK METHOD - W¥CTKT - put NIL if no bag - W¥I¥C(BF)(FARE CALC) STEP 2. LINEAR METHOD - W¥C - W‡I‡L/-**BA - W‡I‡YUSD/US/ZP/XT 5. *PQ 6. Remove ALL Future Processing Line - FP¤ 7. Create a new FP Line including the original and new endorsement and or waiver code. - AMOR - FPPQ1N1.1‡ET0011370523763/12/15MAY06NYC‡FEFCCVI4444333322221111‡UKATRINA‡EDSKDCHG NOCHG NONREF‡K5.45‡AAA - PMOR - FPPQ1N1.1‡ET0011370523763/12/15MAY06NYC‡FEFCHECK‡UB*PLINE‡EDVALID AA ONLY‡K5.45‡AAA 8. Modify Accounting Remarks and assign seats 9. 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 WETR*line# to check etr status *A then *p5 - to check if split *P3*P4 -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 WETR*line# to check etr status A then *p5 - to check if split *P3*P4 -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 - sign in - SI*0000 - (agent ID) - pulll up pnr = *AAA000 (pnr) - check tkt status = click traveler - TICKETING - check FR = PRICE QUOTE - ARROW - PENALTIES - if change permitted take note of PF and if eoyable - search for flts = COMMAND HELPER - AIR - AIR AVAILABILITY choose Ycos then sell - click traveler again = PRICE QUOTE - delete * T to view tkt WETR* number - to view tkt like display dh worldspan - delete old flts = ITINERARY - put check on box with HK segs - n*t for new ticket - QREX format - WFRF2357666480340‡NCB‡N1.1 - qrex need to be prompt only ONCE - QREX result is per pax copy - if pax OK with the afd put X on QUIT box then provide full recap then process auth PQRD-ALL DELETE ALL PQR PQD-ALL- MANUAL PRIICE *PQ *PQR - if pax ok to change res process auth for AMOR - 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 3. WILL SHOW 4P*FXD#FSR#/@@PCLNRTL#CDL 4. COMPARE PRICE TO TS2 5. 4PQC- STORE FARE 6. RUN CEPA 7. 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 4. REMOVE FLT 5. CORRECT SEGMENTS 6. CLICK TEP 7. REPRICE & REBOOK USING LOW FARE FINDER 8. SPECIFIC BY ACCOUNT- CHECK IF HAVE ACCT CODE: (4*) 9.CHECK SECURATE AIR 10. CHECK EXCLUDE ECONOMY UNBUNDLED FARES 11. CLICK CONTINUE 12. 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@*#$CCVIXXXXXXXXXXXX1470N0324*Z075047 4PLI-CHK BOOKING CLASS NA PEDE MAPRICE **************************** PQ 1 AJL¥F*AXXXXXXXXXXXX1004/XXXX¥AC*PCLNCORE¥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#$*EET(TKT #)X*A/OIOMW(DATE ISSUED)0756068#ER(ORIG TOUR CODE)#IT(WAIVER CODE)#*R#N(PAX #)#C(A/L CODE) EZEI#$*IET0017418277789X*A/AB99.80X0.00P0.00T99.80/O$CCVI/OIOMW05MAR200756068#ERNONREF/NOCHG/BESH/NOSEAT/#N2.1#CAA