HOW TO…. ISSUE TICKETS THROUGH CTS



HOW TO…. ISSUE TICKETS THROUGH CTSAuto-Priced PNRs – CTS1 and CTS2 smart keys are utilisedConsultant books the PNR and quotes the client.Consultant takes payment from client. Form of payment options; cash, direct deposit or CCCF.All CCCFs MUST be collected, filled in correctly and signed by the passenger and kept on your file. (Spot checks are done on bookings to ensure CCCF’s have been collected)Consultant must auto-price the booking on the day they want it ticketed as per normal fare rules, adhering to ticket time limits.No re-booking in the same PNR if you have missed your time limit etc. Consultant must insert form of payments for client as normal under FP entry e.g. credit card for pax 1 / cash for pax 2 – and obtain approval codes if on budget etc.Consultant then clicks on required smart Key – Same Day ticketing or URGENT.Consultant completes Smart Key including:Today’s dateEmail address of consultant & manager/AQM on dutyRouting to issueAny other remarksConfirm that PNR has been priced correctly and form of payment in eFile receipt number if FOP is cash/cheque/direct depositConfirm if you are selling land arrangements or noteFile card number, accounting initials, STTFAirline commissionReminder to insert your APIS informationReceived FromPNR Example: CTS1 – Same Day TicketingKey: Green = smart key promptRed = consultant input--- TST RLR --- RP/DURCU3101/DURCU3101 JK/SU 16FEB11/1044Z 36HUN4 1.PERRY/KATY MISS 2 SA 234 W 12APR 2 JNBLHR HK1 B 2000 0625+1 *1A/E* 3 ARNK 4 SA7621 S 28APR 4 EDILHR HK1 1715 1840 *1A/E* 5 SA 237 S 28APR 4 LHRJNB HK1 1 2000 0825+1 *1A/E* 6 AP DUR SEE AGT ITNRARY - PENTRAVEL CTS - MICHELLE 7 TK TL16FEB/DURCU3101 8 RM SAME DAY TICKETING 9 RM TODAYS DATE 04FEB11 10 RM TKT RQTD BY MICHELLE.BOSHOFF@PENTRAVEL.CO.ZA 11 RM MOD JANET.BENN@PENTRAVEL.CO.ZA 12 RM RTG TO ISS JNBLHR/-EDILHRJNB 13 RM PLSE ISSUE ALL TKTS FOR ALL PAX AND FOR ALL SECTORS 14 RM LAND ARRANGEMENTS- NO VCHR NO- N/A 15 RM FOP IN/CHARGE AS PER TQT YES 16 RM E-FILE REC NO 54678 17 RM API REQUIRED YES 18 RM *A*S00279 C*DD S*680EA/SFI V*020 19 FE PAX NONREF/NONEND /RE-RTE NOT PERM/ L-/W-/G- SAVERFARE/S2 ,4-5 20 FM *M*1.01 21 FP CASH 22 FV PAX SA/S2,4-5 Once smart key is finished and accepted it will automatically queue the PNR to CTS (to the relevant Same Day or Urgent Queue). Make sure you receive the response ‘ON QUEUE – 36HUN4 (your bkg ref)’ as this will ensure your booking is queued to CTS.A booking will not QUEUE automatically if you have an error in the booking, or you get a system warning e.g. ‘check segment continuity” for minimum connecting times or open jaws. Just re-enter the last command from your smart key – QE/DURCU3101/0C54 – this will queue your booking. 44 – Urgent ticketing 54 – Same day ticketing51 - Re-issuesCTS will check the details on the booking and will issue the ticket if they agree.If CTS pick up any errors, they will contact the consultant to change.Once the ticket is issued, CTS will email the eTicket receipt to the consultant and the manager on duty from the Amadeus system.Consultant prints out copy of the e-ticket receipt from CheckMyTrip to give to client.Manual Fare Builds - MANB (airline fare quotes or TI fares etc)The only difference for this type of booking is the consultant must obtain a fare quote in writing from the airline, either endorsed in the PNR or emailed/scanned to CTS. Must be valid for day of ticketing request.Consultant completes the ‘MANB’ Smart Key and indicates whether the fare is found in TI or is fare quoted by plete Smart key with relevant info. Make sure you receive the response ‘ON QUEUE – YAP4PU (your bkg ref)’ as this will ensure your booking is queued to CTS.Consultant is to email any relevant fare information to CTS – i.e. any fare guarantees sent to consultant by the airline that are not found on PNR; copy of fare and rules as advised by airline in TI etc.CTS will email the e-ticket receipt back to the consultant and manager on duty once issued. Consultant prints out copy of the e-ticket receipt from CheckMyTrip to give to clientConsultant booking responsibilitiesBook the correct flights according to the fare e.g. check if code share flights allowed, specific flight numbersBook the correct classesMake sure that there is a ticketing plate for that carrierBook in the correct names as per passportBook the correct dates and timesAdhere to ticketing time limits – no rebooking in the same PNRCorrect season bookedCharge for stopovers Open Jaws allowedQ surcharges been applied to fare quoted in PNRCorrect fare is quoted to client and correct taxes chargedConsultant to auto-price the booking if it is an Amadeus fare If fare is not auto priced in Amadeus,?consultant must advise whether fare is in TI or provide fare quote from airlineAll Manually Built Fare requests must be emailed to CTS and a copy to be kept on the fileConsultant to enter the correct card number, STTF and Office ID (smart keys will be used for this) Consultant to enter the correct Form of Payment per passenger in the PNRCTS will check for correct booking classes, seasons, blackout dates, code share flight numbers BUT these all form part of the Booking process so ADMs or error picked up from these will fall into consultant’s responsibility and ultimately the Regional Managers and Financial Manager will decideShould CTS not agree with any aspect of the booking, they will contact the consultant who must make the changes as soon as possibleConsultant MUST ensure they receive “ON QUEUE” response from Amadeus once Smart Key is finished. Ticketor responsibilitiesCheck fare and agree with what the consultant has advisedCheck Q surchargesCheck correct entry used to Auto-price ticket – FXP (PRAA smart key)Ensure the correct plating carrier is usedEnsure the correct commission is recorded on the ticketIssue in connection with International tickets (to be provided by consultant) Correct fare basis used (for manually priced tickets)Not valid before and after dates (manual tickets) Baggage allowance (manual tickets) Fare calculations and ladder line on ticket (manual tickets) Endorsements (manual tickets) Tour Codes (manual tickets) CTS will email all eTickets to consultant and manager on dutyProcedure to Void TicketsIf you need a ticket voided, please send an e-mail to CTS requesting which ticket/s you need to be VOIDED.Give them a reason for the Void so they can make note of it on the PNR copy. The ticketor will email you to say the ticket has been voided. If you need the ticket issued again, make the necessary changes and re-queue the booking through to CTS using CTS1 or CTS2 smart keys Please ensure you receive a new ticket Should your client no longer be traveling, please cancel the PNR.Issue in ExchangesConsultant to rebook new flights and cancel old flights.Consultant must work out old fare and fare basis / new fare and fare basis / old taxes / new taxes / difference in fare and change fee charged by airline and fill out accordingly on the Issue In Exchange Table. This table must be scanned & emailed through to cts@pentravel.co.za. If an EMD is required for the change fee (e.g. GBP50 for BA) consultant must obtain approval code for credit card payments and complete on re-issue table. Consultant must complete REIS smart key which will request new STTF for exchange ticket and this will be updated by CTS staff in the booking.If there is NO ADC, consultant must put this in the remarks field of the Smart Key – there is no need to complete a re-issue table for this. Once the issue in exchange is complete, CTS will email new ticket and copy of EMD to consultant, manager on duty .If revalidated, new ticket will be emailed to consultant and manager on duty. Consultant prints or emails new ticket to client. Consultant must give copy of EMD for date change (if a EMD has been issued for the change fee), to customer to travel with as well. Issue in exchange responsibilities – ConsultantTo rebook correct dates and delete old segmentsTo provide CTS with old fare basis, new fare basis if applicable, on re-issue tableTo calculate the difference in fare, taxes and charge correct change fees as per the fare rules so you collect correct amount from customer? Write the ticket number on the Re-issue tableRe-Issue Table to be completed and emailed to CTS with “RE-ISSUE PAX SMITH” and Amadeus ref in subject line.Or Email ATC calculations to CTS Issue in exchange responsibilities – TicketorTo check with airline whether ticket must be issued in exchange or just re-validated To agree with change fee and difference in fare To remove old endorsements and re-insert new ones if applicableTo re-price the PNR according to information provided by consultant/airlineTo insert correct issue in exchange information – correct ticket number per person etc.Ticketor will determine whether EMD must be issued for change fees only or all additional collection to be collected on the ticket as a tax. EMDs - Process and ResponsibilitiesFor Airline Change Penalties Consultant to follow issue in exchange procedures.Re-Issue Table to be completed and scanned through to CTS.Smart Key – REIS – to be completed to notify CTS of re-issue.If the form of payment of the EMD is credit card please ensure you obtain an auth code for the full amount of the EMD. Ticketor will issue EMD for the change fee.EMD will be issued similtanoesly with the ticket and emailed to consultant. For Land Arrangements e.g. EK stopoverConsultant to email CTS with calculations from airline of amount to collect for stopoverEg DUBAI STOPOVER CONFIRMATION FORMIf payment is made by CC, please ensure approval code is inserted into the form of payment. CCCF amount must match EMD amount.Consultant to click on EMD Smart Key in their booking on plete details including Date, what the EMD is for, your eFile card number and Initials. SQ Stopover Consultant to complete and email CTS the SINGAPORE STOPOVER EMD FORM, available on Library. This form will assist both consultant and CTS with what package is booked etc.If payment is made by CC, please ensure approval code is inserted into the form of payment. CCCF amount must match EMD amount.Consultant to click on EMD Smart Key in their booking on plete details including Date, what the EMD is for , your eFile card number and Initials. Refunds through CTSProcedure & ResponsibilitiesClient cancels booking with consultant.Consultant to complete Refund Application form available on CTS library page.Consultant to advice on form whether refund is through GDS or BSPLink.Passenger, Manager, and Client must sign the Refund application form acknowledging all charges.Consultant to cancel relevant booking in Amadeus.Refund application form with supporting documents (e.g. Doctors letter, Airline Waiver letter/Auth Code etc) to be scanned to CTS with “New Refund – eFile Number” in subject line.The dedicated refund person will check the refund application and will apply for refund on GDS or BSPLink if all checks are completed to satisfaction.Once the refund has been applied a copy of the refund notice will be scanned to the consultant and the Refund Spreadsheets will be updated.You will be notified by the dedicated Refunds person as to when the refund has been approved by the airline, the Refunds Spreadsheets will be updated and sent through to your Shop Manager twice a month.Refund Responsibilities – TicketorTicketor will check fees advised are correct according to fare basis and rules of ticketTicketor will process refund on GDS or BSPLinkTicketor will check daily on BSPLink for approved or rejected refunds Ticketor will advise once a refund has been approved.Once the refund has then appeared on the billing, the Refund Spreadsheets will be updated and sent to the managers.FREQUENTLY ASKED QUESTIONSFAQ – What happens if I need to issue 2 separate tickets in one PNR?- You will need to price each required routing separately and advice in your smart key prompt which tickets/routings you want issued. If you need all the tickets to be ticketed then you must use the ticketing smart key ONCE but advise these routings separately.e.g. RM ROUTING TO ISS DUR/JNB THEN JNB/LHR/JNB THEN JNB/PLZFAQ – What happens if it does not say “ON QUEUE” after you have used the smart keys?This means that your booking has not been queued through to us due to some sort of warning or error. If it is not a ‘simultaneous changes’ error, you can then just re-queue the booking to us by redoing the last entry (ALT + up arrow), which would be:-QE/DURCU3101/0C44 – for Urgent Ticketing QE/DURCU3101/0C54 – for Same Day TicketingQE/DURCU3101/0C51 – for Re-Issues & RevalidationsQE/DURCU3101/0C52 – for Manual Fare Builds QE/DURCU3101/0C53 – For EMD’s for ancillary servicesFAQ – How do I get a copy of my e-ticket?CTS will e-mail you a copy of your e-ticket receipt (per passenger) once the ticket has been issued. Remember that this will show the fare and tax breakdown but does not include your STTF (ticketing fee)! So if you need to give your client a copy rather print out the E-ticket receipt from You are able to call up a copy of the e-ticket should you need to check the fare basis, or fare and tax breakdown etc for re-issues or refund requests with the following entries:TWD/TKTL<insert line number of FA element in PNR.OR TWD/TKT<insert ticket number>FAQ – How do I put in a FOID?Refer to Amadeus Help pages: HE FOIDThis is required by some regional airlines. The passport information is required.e.g. SRFOID SA HK1-GB321456/P1FAQ – What is APIS?This is also known as ADVANCED PASSENGER INFORMATION SYSTEM and is required for ALL regional / international PNR’s.Can be inserted anytime before client departure and is a requirement by South African Home Affairs.FAQ – What is SFPD / TSA?SFPD = Secure Flight Passenger Details, TSA = Transportation Security Administration.This is a fairly new requirement and is a MANDATORY requirement for all USA PNR’s as well as any PNR’s which have a USA flight operating the routing.This must be inserted prior to ticket issuance as Amadeus will not allow us to issue any ticket until this information has been inserted.- name of pax as per passport- date of birth- gender of passenger- a redress number (ONLY if applicable)Once the tickets have been issued and any changes are made to the flights, this information must be re-inserted.TIPSTIP – Phone FieldDid you know that your own office phone number and your name must be in the FIRST phone field of the PNR as this is the contact number that is generated to the airline? If it does not have your number and your agency details, the airline will not be able to get hold of you directly to assist with any problems. You should not be putting the clients number as the first contact number either – you must be the first contact to the airline!TIP – CTS IssuingCTS will only issue your ticket if your PNR has been priced for that day, with the correct entries to price and validated with the correct carrier e.g.FXP/R,UPThe RM entries from the smart keys must also have the correct date and information in it.TIP – How do I know if we have a Ticketing Plate for an airline?Amadeus entry: TGBD-ZAThis will bring up the list of the current ticketing plates we have loaded in Amadeus.TIP – Issuing on Another Carriers PaperDid you know that if you are planning on issuing flights on a carrier different to that in the PNR, you need to price the booking on the PLATING airline, and NOT as per the carrier on the booking? You do also need to get an authorization from the airline endorsed in the booking to issue on their paper.TIP – Hahn Airlines – HRDid you know that Hahn Airlines is the GSA for a lot of small airlines around the world – if you have an unusual airline in your PNR and there is no ticketing plate for it, have a look at the ‘Airline Tables’ on this site to see if the ticket can be issued on Hahn Air paper: can also check on Amadeus: TGGSD-ZAThe PNR must be priced on Hahn Air: FXP/R,VC-HR Comm. is 0%, and NO code share flights are permitted.Cash & Master and Visa credit card (only)TIP – Do you know the correct entry to insert your Form of Payment and to Passenger relate it?FP CASH/P1FP CCVI<credit card no>/<exp date>/N<auth code>/P2TIP – Trying to read an error messageIf you get an error message at any time once you have tried to do something in Amadeus, copy and paste the error message into the Amadeus e-support tab found on our Amadeus page. This will then search for possible answers to your error message. TIP – Airline CommissionYou can find what commission an airline will give you by referring to Travel Info, or on the CTS Library Pages on TRAINS.TIP – Pricing Entries for children and infants using our Negotiated faresFor our Pentravel negotiated fares, sometimes the fare quote entry has to be modified to tell the system to quote the applicable passenger type. You may refer to the “Pricing Entries” guide found in Updates (TRAINS) for detailed information.TIP – How you can help CTS save time?By following your booking procedures and responsibilities and ensuring that you have the correct information in your PNR!Your Agent Contact number is in correctly (AP field)Your APIS details are in your International PNR’s before you send through – with a reason if they are not inAdvising your ICW ticket numbers or PNR reference (if applicable) in your RM entriesSending any airline correspondence to us – fare quotes, waivers, stopover confirmationsFilling in relevant tables correctly and neatly – for re-issues, for EMD’s, refund requestsUnnecessary voiding!? You should not be issuing tickets without checking the names in the passport first!PNR priced correctly Asking your AQM to assist you in finding and understanding our special fares (Did you know we have special fares with LH, LX and VS!? Read Butch’s Amadeus Prompt Sheet on TRAINS!)Getting credit card authorization codes for one way bookings for all one way tickets. 10.) Replying to any CTS messages as quickly as possibleUPDATED: 22 April 2015 ................
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