Version 1.

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Contents

Module 1: Get Started .......................................................................... 6

Housekeeping ................................................................................................................. 6
Course Length................................................................................................................. 6
Course Materials ............................................................................................................. 6
Course Objectives ........................................................................................................... 7
Features and Benefits ..................................................................................................... 8

Module 2: Store the Price .................................................................... 9

Module Objectives ........................................................................................................... 9
Store a Price ................................................................................................................... 9
Store as Booked ...................................................................................................... 10
Store with Pricing Modifiers ..................................................................................... 11
Store with Ticketing Modifiers .................................................................................. 12
Change/Delete Modifiers ......................................................................................... 19
Maintain the Stored Price .............................................................................................. 20
Cancel ATFQ Field .................................................................................................. 21
Module Review.............................................................................................................. 22

Module 3: Issue Tickets ..................................................................... 23

Module Objectives ......................................................................................................... 23
Document Issuance Activities ........................................................................................ 23
Accounting Information ............................................................................................ 23
Fare Validation and Correction ................................................................................ 24
Identification of Fare Change................................................................................... 24
Airline Plating Validation .......................................................................................... 24
Ticketing and ATFQ Field Update............................................................................ 24
End Transact PNR................................................................................................... 25
Types of Tickets ............................................................................................................ 25
E-Tickets ................................................................................................................. 26
To view Electronic Ticket Record:............................................................................ 27
Paper Tickets .......................................................................................................... 32
Ticketing Commands..................................................................................................... 32
Ticketing Modifiers................................................................................................... 33
Ticketing Carrier Guidelines .......................................................................................... 34
TINS Report .................................................................................................................. 35
DAR Report ................................................................................................................... 36
Module Review.............................................................................................................. 40

Module 4: Ticketing Modifiers ........................................................... 41

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Apollo Document Production 1
Contents

Module Objectives ......................................................................................................... 41

Mandatory Ticketing Modifiers ....................................................................................... 41
Form of Payment ..................................................................................................... 41
Optional Ticketing Modifiers .......................................................................................... 44
Generic.................................................................................................................... 45
Endorsements ......................................................................................................... 45
Auxiliary Segment Select ......................................................................................... 46
Commission............................................................................................................. 47
Not Valid before/Not Valid After ............................................................................... 48
Multiple Modifiers .......................................................................................................... 48
Change and Delete Ticketing Modifiers ......................................................................... 49
Module Review.............................................................................................................. 50

Module 5: Build Pricing Records ...................................................... 51

Module Objectives ......................................................................................................... 51
Pricing Record with Fare Construction Screen .............................................................. 52
Pricing Record for Partially Flown Itinerary .................................................................... 55
New Fare Is Higher.................................................................................................. 55
New Fare is Equal ......................................................................................................... 58
New Fare is Lower – US Example ................................................................................. 59
New Fare is Lower – Canada ........................................................................................ 59
Pricing Record for a Ticketless Airline ........................................................................... 60
Pricing Record for Airline Pricing ................................................................................... 61
Description: ............................................................................................................. 62
Display Pricing Records ................................................................................................ 63
One ATFQ field: ...................................................................................................... 64
Multiple ATFQ fields: ............................................................................................... 64
Change and Delete Pricing Records ............................................................................. 64
Change Fill-in Format Screen........................................................................................ 64
Change Ticketing Modifiers ........................................................................................... 65
Delete Pricing Record ................................................................................................... 65
Summary....................................................................................................................... 66
Module 5 Review ........................................................................................................... 67

Module 6: Service Fees and Miscellaneous Charge Orders ........... 68

Module Objectives ......................................................................................................... 68
Service Fees ................................................................................................................. 68
Linear Format .......................................................................................................... 68
Fill-in Format ........................................................................................................... 70
Display Service Fee................................................................................................. 73

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Contents

Void Service Fee ..................................................................................................... 73

Miscellaneous Charge Orders (MCOs) .......................................................................... 74
Issue MCO .............................................................................................................. 74
Display and Update an MCO ................................................................................... 77
Void MCO ................................................................................................................ 79
MCO for Residual Value .......................................................................................... 80
Summary....................................................................................................................... 81
Module 6 Review ........................................................................................................... 82

Module 7: Process Exchanges ......................................................... 83

Module Objectives ......................................................................................................... 83
ETREA .......................................................................................................................... 83
U.S. Exchange Screen ............................................................................................ 84
Canadian Exchange Screen .................................................................................... 85
Steps to Process an Exchange ................................................................................ 87
Exchange Authorization ........................................................................................... 91
Electronic Ticket Refund .......................................................................................... 91
HELP REFUND ....................................................................................................... 91
Exchange a Partially Flown E-ticket .............................................................................. 92
Void an Exchange ......................................................................................................... 99
Process Certificates and Vouchers................................................................................ 99
Revalidate E-Tickets ................................................................................................... 103
Process Canadian Negative Taxes ............................................................................. 106
Module Review............................................................................................................ 110

Module 8: Refunds ........................................................................... 111

Module Objectives ....................................................................................................... 111
Issue a Full Refund ..................................................................................................... 111
Issue Partial Refund (US) ............................................................................................ 113
Issue Partial Refunds (Canada) .................................................................................. 113
Cancel a Refund ......................................................................................................... 119
Summary..................................................................................................................... 120
Module 8 Review ......................................................................................................... 121

Module 9: Automated Refunds and Exchanges (ARNE) ............... 122

Module Objectives ....................................................................................................... 122
Exchanges .................................................................................................................. 124
Formats ................................................................................................................. 124
Pricing Modifiers .................................................................................................... 125
Single Passenger PNR .......................................................................................... 126
Multiple Passenger PNR ....................................................................................... 132

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Refunds....................................................................................................................... 134
Formats ................................................................................................................. 134
Full Refund ............................................................................................................ 136
Partial Refund........................................................................................................ 138
Tax-only Refund .................................................................................................... 139
ARNE Error Responses .............................................................................................. 139
Summary..................................................................................................................... 140
Module 9 Review ......................................................................................................... 141

Module 10: Itinerary and Ticketing Remarks ................................. 142

Module Objectives ....................................................................................................... 142
Itinerary Remarks ........................................................................................................ 142
Ticketing Remarks ...................................................................................................... 147
Canned Remarks ........................................................................................................ 148
Module Review............................................................................................................ 149

Module 11: Email Itinerary............................................................... 150

Module Objectives ....................................................................................................... 150
Host Email................................................................................................................... 150
Mail Fields ............................................................................................................. 151
Phone Field ........................................................................................................... 153
End and Mail Itinerary............................................................................................ 154
Change Default Format ......................................................................................... 155
End and Mail with Modifiers ................................................................................... 156
Email in PNR ......................................................................................................... 156
Email Responses .................................................................................................. 157
Travelport ViewTrip ..................................................................................................... 160
ViewTrip Remarks ................................................................................................. 160
Viewpoint Email........................................................................................................... 161
Relay Itinerary Capture ............................................................................................... 163
Summary..................................................................................................................... 165
Module 11 Review ....................................................................................................... 166

Module 12: Document Management ............................................... 167

Module Objectives ....................................................................................................... 167
Determine Linkage ...................................................................................................... 168
Link and De-Link ......................................................................................................... 170
HMET Table ................................................................................................................ 171
ADP Document Options Table .................................................................................... 173
Electronic Ticket Record ............................................................................................. 175

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Contents

To view Electronic Ticket Record:.......................................................................... 175

TINS Table (U.S. Subscribers) .................................................................................... 177
Fallback and Recovery ................................................................................................ 179
Device Status ........................................................................................................ 179
Apollo Fallback and Recovery Steps ..................................................................... 180
Fallback and Recovery for TINS Users .................................................................. 182
Fallback and Recovery for Relay Users ................................................................. 183
Module Review............................................................................................................ 186

Appendix A: Module Review Answers ........................................... 187

Module 3: Issue Tickets............................................................................................... 187
Module 4: Ticketing Modifiers ...................................................................................... 187
Module 5: Create Pricing Records ............................................................................... 188
Module 6: Service Fees and MCOs ............................................................................. 188
Module 7: Process Exchanges .................................................................................... 188
Module 8: Refunds ...................................................................................................... 188
Module 9: ARNE ......................................................................................................... 189
Module 10: Itinerary and Ticket Remarks .................................................................... 189
Module 11: Email Itinerary ........................................................................................... 189
Module 12: Document Management............................................................................ 189

Appendix B: Special Process Carriers and Amtrak ...................... 190

Ticketless Carriers ...................................................................................................... 190
Guaranteed Payment Carriers ..................................................................................... 191
Southwest Airlines ....................................................................................................... 192
Amtrak......................................................................................................................... 194

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Apollo Document Production 5
Module 1: Get Started
Welcome to the Apollo Document Production course. This two-day course
will give you the ability to produce travel documents and itineraries using
Apollo.
Before taking this course, you should have a working knowledge of the
Apollo system and know how to create and fare quote a PNR.

Housekeeping
Your instructor will advise you of the following details:
Fire exits.
Restrooms.
Smoking policy.
Start and finish times and breaks.
Cell phone policy.

Course Length
The course length is two days.

Course Materials
The Course Book provides areas to make notes and includes module
exercises. It is a learning tool that you use during class and also a reference
guide that you use back at your office.
Appendix A at the end of the Course Book contains the answers to all of the
exercise questions.

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Module 1: Get Started

Course Objectives
At the end of this course you will be able to:
Store the fare in a PNR and issue an e-ticket.
Create Airline Reporting Corporation (ARC) and Bank Settlement Plan
(BSP) reports.
Issue tickets using ticketing modifiers.
Create pricing records.
Exchange tickets.
Refund refunds.
Process exchanges and refunds using ARNE.
Use canned remarks and itinerary remarks.
E-mail itinerary documents.
Perform linkage and manage stock control.
Perform fallback and recovery.
Perform troubleshooting.
Revalidate, refund, and void tickets

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Module 1: Get Started

Features and Benefits

S*BRF/E TICKET

The Apollo Document Production course offers you:

Improved customer service through automated document production,
increasing both accuracy and efficiency.
Automated electronic reporting, reducing costly agency overheads.
Simultaneous action of the booking and ticketing process, thus providing
the potential for increased revenue.
This course provides you with hands-on experience of issuing tickets,
itineraries, and Machinable Interface Records (MIRs) in a working
environment. The Course Book provides examples and formats covered in
the course.
Apollo document production offers:
Electronic and paper ticketing.
Itinerary printing.
Electronic reporting to ARC/BSP.
Agency back office MIRs.
Ticket and itinerary stock records.

Correct PNR data at time of ticketing determines the successful performance

of document production tasks. When you issue documents, Apollo checks for
the presence of the following PNR items:
Itinerary in chronological and location order.
Name fields in correct format and order.
Stored fare field.
Ticketing date.
Form of payment field.
Phone field.
Received field.
Secure flight data.
When you issue a ticket, Apollo checks to ensure sufficient ticket numbers
and itinerary stock (if applicable) exist in ticket stock records. Apollo then
issues a ticket, automatically updates the PNR Ticketing field, and end
transacts the PNR. Ticketing data appears on the Daily Activity Report (DAR)
report and is transmitted to ARC/BSP.

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Module 2: Store the Price
®
In the Apollo for Travel Professionals class you learned how to store the
price of the itinerary in the PNR. Storing the price with all the pricing and
ticketing information prepares the PNR for ticketing and keeps the pricing
information readily accessible.
In this module, you will review storing, interpreting, and canceling pricing
information in a PNR.

Module Objectives
Upon completion of this module, you will be able to:
Store a price in a PNR:
- As booked.
- With pricing modifiers.
- With ticketing modifiers.
- With pricing and ticketing modifiers.
Maintain a stored price in a PNR.
- Verify ATFQ field before ticketing.
- Retain ATFQ field after ticketing.
- View linear fare quote.
- Cancel ATFQ field.

Store a Price
HELP STORE THE PRICE – AUTOMATED FARE QUOTE

Storing the price allows you to document the price of the air segments in the
PNR. By storing the price, you create an Automatic Ticketing Fare Quote
(ATFQ) field in the PNR.
While you can have up to eight ATFQ fields per PNR, you can store each
passenger and segment combination in an ATFQ field only once. For
example, if you store the first Name field in an ATFQ field, you cannot store
that Name field in another ATFQ field.

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Module 2: Store the Price

Store as Booked

To store a price, you must have a Name field in the PNR.

The function identifier to store a price as booked is: T:$B
Store the price after you have booked the correct class of service for the
desired fare. Apollo prices the itinerary and stores the price.

Apollo responds with the pricing entry used and the breakdown of the fare.

When you display the PNR, the Automatic Ticketing Fare Quote (ATFQ)
appears.

The following table lists the ATFQ field components.

Component Description

***LINEAR FARE DATA Agent alert that linear fare construction exists for
.
EXISTS *** *LF this itinerary with tab and enter prompt to view
fare construction.
ATFQ-OK/$B- Automatic Ticketing Fare Quote field, OK (price
*GF1/TAGF1/CUA/ET valid for ticketing), format used to price itinerary,
pseudo city, travel agent identifier/pseudo
city/carrier override indicator/electronic ticket
indicator.
FQ-USD 787.90/USD Fare quote field, sum of all base fares, country
59.09US/USD 18.40XT/USD taxes, segment fees, PFCs, and total price for all
865.39 – 6APR UA0KY.UA0KY passengers in PNR with fare basis code for each
segment.

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Module 2: Store the Price

Store with Pricing Modifiers

HELP PRICING MODIFIERS

Pricing modifiers further define the request. If you use a pricing modifier to
determine the correct price for an itinerary, you must also use that modifier in
the ATFQ field.
The following table lists frequently used pricing modifiers and their HELP
profiles in Apollo.
Pricing modifier HELP profile

N – Name field HELP PRICING MODIFIERS-NAME SELECT

* – Passenger type HELP PRICING MODIFIERS-PASSENGER TYPE
CODE
S – Segment HELP PRICING MODIFIERS-SEGMENT SELECT
 - Fare basis type HELP PRICING MODIFIERS-FARE ID CODE
X – Connection HELP PRICING MODIFIERS-CONNECTION
SO – Stopover HELP PRICING MODIFIERS-STOPOVER

To store a price with a pricing modifier, enter T:$B followed by the desired
modifier. Use a slash (/) to separate modifiers.
The following table lists some examples of pricing modifiers stored in the
ATFQ field.
To store price for: Use this format:
First Name field only T:$BN1
Senior citizen age 65 Passenger Type Code T:$B*SRC65
(PTC)
Note: You can also store PTC in PNR Name N:ROGERS/KEN*P-SRC65
field.
With no penalty T:$BPE0

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Module 2: Store the Price

Store with Ticketing Modifiers

HELP TICKETING MODIFIERS
Use ticketing modifiers to specify how to issue a document. You can store
them with pricing modifiers in the ATFQ field.
The following table lists frequently used ticketing modifiers and their HELP
profiles in Apollo.
Ticketing modifier HELP profile

Generic HELP MODG

Tour code HELP IT-MOD
Form of payment HELP MODF
Device override HELP MODD
Itinerary segment select HELP MODS
Ticketing modifier HELP profile

Not valid before and not HELP NVA

valid after dates
Commission HELP MODZ
Validating carrier HELP MODC
Override carrier HELP OC
Paper ticket HELP PT
Fare unable HELP STORE THE PRICE-ATFQ ERROR CODES

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Module 2: Store the Price

Generic
HELP MODG
The generic (G) ticketing modifier allows for special ticketing or
itinerary/invoice needs. You cannot use this modifier alone. You must
always use it in conjunction with a secondary modifier. Secondary modifiers
are special instructions used individually or together separated by an end
item (+).
The following table lists commonly used generic modifiers.

Modifier Description Format

B Bulk ticket (U.S.) T:$BGB

BN Bulk non-refundable ticket (U.S.) T:$BGBN
BG Baggage override T:$BGBG10K
T Net ticket (Canada) T:$BGT
EB Endorsement box entry T:$BGEBVALIDAA
ONLY
TE Tax exempt T:$BGTE
IN Itinerary only T:$BGIN
IS Separate itinerary/invoice for each T:$BGIS
passenger
TD Ticket designator T:$BGTDS1USAX1:3
Note: When pricing a fare with *DP- USAX
discount percentage, *DF-decrease
fare amount, or *DFT-discount from
total fare pricing modifier, you must
use TD modifier to store it.

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Module 2: Store the Price

The following table lists examples of when and how to enter generic
modifiers with secondary modifiers.

To store price with: Use this format:

Ticket designator T:$BGTD2454

Note: Required with discount pricing
modifier.
Single endorsement box T:$BGEBNONREF
Note: Use pillows () to separate
words in an endorsement box entry.
Two endorsement boxes T:$BGEBPENALTYON
CHANGE+EBVALIDUSONLY

Separate itinerary and invoice for T:$BGIS

each passenger
Baggage override T:$BGBG2PC

Passenger with Certificate/Voucher

HELP VOUCHER
ASK 3258
Airlines Reporting Corporation (ARC) has specific procedures for handling
carrier-issued certificates and vouchers.
ARC identifies these certificates and vouchers as follows:
ARC Type A discount certificate authorizes you to issue a ticket at a
reduced amount using the certificate as support. The certificate has no
actual dollar value, but authorizes a percentage or amount discount off
the base or total fare.
ARC Type B voucher authorizes you to issue a ticket at the full value,
using the value of the voucher as partial payment. The voucher has
monetary value.
How you issue the ticket depends on whether:
You are using a certificate or voucher.
The PNR is "priceable" or not. You can use pricing and ticketing modifiers to
store the fare when your customer is using a certificate.
Example
You have a customer who would like to use a certificate. He is traveling with
his wife who is not using a certificate. Since the certificate only applies to
one passenger, you store the price for each passenger in separate ATFQ
fields.
To store the price for the first passenger combining pricing and ticketing
modifiers, enter T:$B followed by the name select modifier (N1-1), asterisk
(*), discount modifier (DF40), slash (/), the generic ticket designator modifier
(GTD) and ticket designator, end item (+), EB and the first endorsement box
text separated by pillows (), end item (+), EB and the second endorsement
box text.

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Module 2: Store the Price

Example
T:$BN1-1*DF40/-
GF1/GTDUA4U+EBVALIDUAONLY+EBNONENDORSEABLE
Apollo stores the first ATFQ field fare with the appropriate pricing and
ticketing modifiers.

Passenger without Certificate/Voucher

To store the price for the second passenger, enter the function identifier
followed by the name select modifier.
Example
T:$BN1-2
Apollo stores the second ATFQ field.

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Module 2: Store the Price

The stored ATFQ fields for each passenger appear in the PNR.

Tour code
HELP IT
The tour code ticketing modifier (IT) adds a tour code to the stored fare and
to the ticket. The tour code includes a vendor code and can be from 1
alpha/numeric character (excluding the IT) up to a maximum of 15.

To store price with: Use this format:

Tour code T:$BITUS2345

Tour code and print IT on ticket T:$BITITUS2345

Form of payment
HELP MODF
You can store the form-of-payment (F) ticketing modifier in the ATFQ field.
This modifier overrides the F- field in a PNR.

To store price with: Use this format:

Cash T:$BFS
Check, cheque T:$BFCK
Check, cheque for first name T:$BN1/FCK
Credit card T:$BFAX370000000000028+D1214
Credit card with manual T:$BFVI4444333322221111+D1014+*12345
approval code

Note: If the form of payment differs per passenger, you must store each in a
separate ATFQ field using Name select.
Examples
T:$BN1/FAX37000000000000028+D1214
T:$BN2/FVI45101234567890+D1114

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Module 2: Store the Price

Device override
HELP MODD
The device override ticketing modifier (D) selects what device (ticket or
itinerary printer, or an accounting device) you would like to use for producing
documents or sending messages. You can also use the device override
modifier at time of ticketing.

To store price and generate: Use this format:

Invoice only T:$BDID

Itinerary only T:$BGIN/DID
Ticket only T:$BDTD
Accounting record only T:$BDAD
Invoice and accounting record T:$BDIDAD

Itinerary segment select

HELP MODS
The itinerary segment select ticketing modifier (S) selects only specific
segments to appear on the documents. A secondary modifier (X, L, N, R)
follows this modifier.

To store price and print: Use this format:

Auxiliary segment 2 T:$BSX2

All segments except waitlisted segments T:$BSLNONE
Waitlist segments 1 and 2 T:$BSL1*2
All segments without itinerary remarks T:$BSRNONE
Auxiliary segments 4 and 5, no waitlist segments T:$BSX4*5+SLNONE
Air segments 1 and 2, auxiliary segments 3 and 4 T:$BS1+2/SX3*4
Air segments 2 through 4 T:$BS2*4

Not valid before/not valid after dates

HELP NVA

The not valid before (NVB) and not valid after (NVA) date ticketing modifiers
override validity dates. A five-character date (day and month) follows the
NVB and NVA modifiers. The date applies to all segments unless you use
the segment select modifier.
The following table lists some examples.

To store price with: Use this format:

NVB date of Oct. 4 and NVA of Oct. 11 T:$BNVB04OCT/NVA11OCT

NVB date of Oct. 4 for segments 1 and T:$BNVBS1+204OCT/NVAS3+4
2, and NVA date of Oct. 11 for 11OCT
segments 3 and 4

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Module 2: Store the Price

Commission
HELP MODZ
The commission ticketing modifier allows you to override the default
commission calculated by Apollo. The Z modifier followed by a percent or
dollar amount ($) adds a commission to the stored fare.
The following table lists some examples.

To store price with: Use this format:

Percentage commission T:$BZ5

Dollar amount commission (U.S.) T:$BZ$15.00
Dollar amount commission (Canada) T:$BZ$1500
No commission T:$BZ0

Validating carrier
HELP MODC

The validating carrier ticketing modifier (C) allows you to override the default
validating carrier. The C modifier followed by the carrier code adds a
validating carrier.

To store price with: Use this format:

UA as validating carrier T:$BCUA

Override carrier
HELP OC

The override carrier ticketing modifier (OC) allows you to override default
Apollo pricing with pricing by the carrier. The OC modifier followed by the
carrier code adds an overriding carrier.

To store price with: Use this format:

LH as pricing carrier T:$BOCLH

LH as pricing carrier, UA as validating carrier T:$BOCLH/CUA

Paper ticket (US only)

HELP PT

The paper ticket ticketing modifier (PT) allows you to override the default of
electronic ticketing. Use the PT modifier when air segments in a PNR qualify
for electronic ticketing, but your customer wants a paper ticket.

To store price with: Use this format:

Paper ticket modifier T:$BPT

Note: Paper tickets are not available in Canada.

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Module 2: Store the Price

Fare unable

You may be required to enter a stored fare in your PNR but you are either
unable to do so or you have only auxiliary segments in the PNR. This
modifier will inhibit ticketing.

To store price with: Use this format:

Fare unable T:UNABLE

Change/Delete Modifiers
HELP PRICING MODIFIERS-CHANGE

You can change or delete modifiers.

Format: C:T:
The following tables list some examples.

To change modifier to: Use this format:

Paper ticket: C:T:/PT

Paper ticket, validating carrier American C:T:/PT/CAA
Add an endorsement field C:T:/GEBVALIDAAONLY

Add an endorsement field and ticket C:2T:/GEBVALIDAAONLY

designator to second ATFQ +TD COMP

To delete this modifier: Use this format:

Paper ticket C:T:/PT-

Tour code C:T:/IT
Generic from second ATFQ field C:2T:/G

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Module 2: Store the Price

Maintain the Stored Price

When an ATFQ field exists in a PNR and you have changed the itinerary or
Name field, Apollo requires that you verify the ATFQ field. If you try to end
transact a PNR with a stored ATFQ after making changes, the following
agent alert appears:
VERIFY ATFQ

Verify Price before Ticketing

ASK 4971

When you change an itinerary before issuing the ticket and Apollo alerts you
to verify the stored price, use the verify format to store the new price. For
instance, your customer needs to change his return date to a day later. You
have not issued his ticket yet. After confirming his new flight, verify the price
for the new itinerary.
To verify the price before ticketing, enter the T: function identifier followed by
the letter V.
Example
T:V
Apollo updates the ATFQ field and maintains any pricing or ticketing
modifiers used to store the original price while applying the current fare.

Verify Price after Ticketing

ASK4971

When you change an itinerary after the ticket has been issued, Apollo still
alerts you to verify the price. If the changes are not related to the fare, you
need to tell Apollo to retain the original price.
When you change the PNR after ticketing and you do not need to reissue the
ticket, use the retain format to maintain the existing stored price. For
example, you have already issued a ticket for your customer. Then you add
a car segment to the itinerary. Since the car does not affect the price of the
ticket, retain the existing stored price.
To retain the existing stored price, enter the function identifier followed by the
letter R.
Example
T:R
Apollo retains the existing stored price.

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Module 2: Store the Price

View Linear Fare Quote

To view the linear fare quote, enter asterisk (*) followed by the letters LF.
Example
*LF
The linear fare quote appears.
Note: When a PNR contains a stored fare, the *LF prompt appears and you
can tab to it to view the linear.

Cancel ATFQ Field

HELP ATFQ

When you change an itinerary after issuing the ticket, Apollo again alerts you
to verify the fare. If the changes affect the fare, you can cancel the ATFQ
field and enter a new one.
To cancel the ATFQ field, enter: XT
Example
XT
Apollo cancels the ATFQ field.
You can also cancel multiple or one of multiple ATFQ fields.
Example
XT1+3-5
Apollo cancels ATFQ fields 1, 3, 4 and 5.

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Module 2: Store the Price

Module Review

Your customer Maria Lopez and her husband Hector, would like to make a reservation to go to San
Diego. Mrs. Lopez would like to know if she could use a certificate that she received from Delta Airlines.
After reviewing the certificate, you tell her that it’s not a problem. You advise her that the certificate
applies to just one person. She is aware of this and is willing to pay the regular price for the second
ticket.
1. Request a Fare and Schedule Display for eight months from today departing out of _____ and
returning 10 days later.
Format: ________________________________________________________________

2. Choose the best fare available on an early morning flight and sell two seats.
Format: ________________________________________________________________

3. Request availability for the return flight departing at 1 PM.

Format: ________________________________________________________________

4. Sell two seats on an early afternoon flight at the best available fare.
Format: ________________________________________________________________

5. Mrs. Lopez agrees to the flights you’ve chosen. Add the Name field with the passengers’ names.
Format: ________________________________________________________________

6. Price the itinerary making sure they are booked with the lowest available fare.
Format: ________________________________________________________________

7. Display the PNR.

Format: ________________________________________________________________
Review the certificate for the necessary information to store the fare. The certificate entitles one
passenger to a discount of $50 off the total fare. The ticket designator is THNKU50. The certificate
also says that it must be VALIDATED ON DL ONLY and is NON ENDORSEABLE

8.Store the fare for each passenger.

Format: ________________________________________________________________

9. Display just the Ticketing field.

Format: ________________________________________________________________

Note: Advise your instructor when you have finished. Do not ignore this PNR until after your instructor
has seen your PNR.

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Module 3: Issue Tickets
When the PNR is ready, you can issue an e-ticket, a paper ticket, an
itinerary, and a MIR, if applicable. This module explains the formats and the
qualifiers you can add to them.

Module Objectives
Upon completion of this module you will be able to:
Describe document issuance activities.
Identify types of tickets.
Execute ticketing commands.
Access carrier ticketing guidelines.
Access the TINS report.
Access the DAR report.

Document Issuance Activities

When you issue travel documents, in addition to printing documents, Apollo:
Sends PNR information to the accounting system (if linked).
Validates and corrects the fare in the ATFQ field.
Identifies any fare change.
Validates airline plating.
Updates the Ticketing field to show ticketed.
Update the ATFQ field to show TK (ticketed).
End transacts the PNR.

Accounting Information
If your workstation is linked to an agency accounting system, Apollo
automatically sends the PNR accounting information to the system when you
issue travel documents for your customer.

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Fare Validation and Correction

When you issue travel documents for your customer, Apollo checks the PNR
ATFQ field to validate and correct the stored fare.

Identification of Fare Change

Apollo checks the price stored in the ATFQ field for any change. If the price
has changed, Apollo advises you by an agent alert. You may then need to
adjust the itinerary to retain the price or advise your customer of the price
change.

Airline Plating Validation

When you issue a ticket for your customer, Apollo automatically validates
that your agency has a validation plate authority to ticket the first airline in the
itinerary.
There may be instances where you need to override automatic plating
authority. To store a price and override plate authority, enter T: followed by
$B, the carrier override modifier (C), and the airline code that you are using
to override the plating authority.
Example
T:$BCDL

Ticketing and ATFQ Field Update

Apollo changes the PNR ticketing field (T:) to show that your customer has
been ticketed. Apollo changes the ticketing field to begin with T/ indicating a
ticket being issued.
After the T/, Apollo adds the nearest airport code to the agency issuing the
ticket, ticketing date, ticketing time in Greenwich Mean Time (GMT) and the
issuing agent sine and duty code.
When issuing travel documents for a customer, Apollo changes the OK in the
ATFQ field to TK. Apollo also adds the itinerary/invoice number, the ticket
value, and the ticket number to the ATFQ field.

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The following screen is an example of updated Ticketing and ATFQ fields.

End Transact PNR

The final activity that Apollo performs when issuing travel documents is
automatic end transact of the PNR. Apollo also displays a tab and enter
format to redisplay the PNR if you wish.

Types of Tickets
Apollo can issue two types of tickets:
Electronic tickets
Paper tickets
Note: To display the list of carriers that offer electronic ticketing, enter:
DTET. To display a list of interline electronic agreements for a specific
carrier, enter: DT/IAT/DISXX (XX= carrier code)
All U.S. based airlines default to electronic ticketing in Apollo. However, you
may choose to issue an electronic (HB:ET) or a paper ticket (HB:PT).
The function identifier to issue tickets and related documents is: HB:
Note: The colon (:) reads the ATFQ field(s) in the PNR.
Apollo issues all travel documents, including the accounting interface,
simultaneously. Apollo prints the coupons, based on your agencies ADP
(Apollo Document Printer-U.S.) options table or SDPT (Support Document
Print Table-Canada) options table.
Note: For Canadian subscribers, BSP routing/destination code must appear
on tickets and itineraries. For formats see: HELP BSP

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E-Tickets

The term e-ticket is an abbreviation of electronic ticket. It is a paperless

electronic document used for ticketing purposes.
When a traveler books their flight and the travel agent makes the command
to issue the ticket, Apollo transmits details of the customer’s reservation and
ticket number directly to the airline’s electronic ticket server.
In some instances, you may wish to produce an e-ticket receipt or the
passenger may print their own from the viewtrip.com website.
E-ticketing eliminates possibility of paper air tickets being lost or stolen. The
passenger can take advantage of tools such as online check-in and the self-
service check-in kiosks at airports.
Travel agents save money as there is no requirement to print, mail or deliver
tickets to passengers. The airline also benefits from reduced costs when
compared to the administration costs of paper tickets.
Apollo can issue an electronic ticket for those airlines that accept them.
To issue all documents including an electronic ticket, enter: HB:
Apollo issues the electronic ticket, prints related documents, and the
following alert appears.

The following screen is an example of a PNR Ticketing field after Apollo

issues an electronic ticket.

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Electronic Ticket Record

HELP *TE

When you issue an electronic ticket, an image of the ticket is stored in the
carrier’s database. This image is referred to as an Electronic Ticket Record
(ETR).
The PNR is not linked to the Electronic Ticket Record. Any updates to the
PNR will not affect the Ticket Record.
The following table lists formats to view an Electronic Ticket Record.
To view Electronic Ticket Record: Use this format:

From an active PNR *HTE

By ticket number *TE/0141667436821
Using a fill-in format *TE

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The following screen is an example of an Electronic Ticket Record.

The following table lists the Electronic Ticket Record components.

Component Description

TKT: 016 9900 104595 E-ticket number

NAME: CHESTER/MICHALENE. Passenger name

ISSUED: 11MAR11 Ticket issue date

FOP: CHECK Form of payment

PSEUDO: 0GF1 Agency pseudo city

PLATING CARRIER: UA Plating carrier code

ISO: US Country of origin code

IATA: 14537482 IATA number.

USE E-ticket/coupon status

RFND

CR Carrier
UA

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Component Description

FLT Flight number

6408
CLS Class of service
Y

DATE Departure date

15AUG

BRDOFF Boarding airport and arrival airport

SFOEUG codes

TIME Departure time

0227P

ST Flight status
OK

F/B Fare basis code

YUA

FARE Fare

CPN Coupon number

1

FARE USD 876.27 TAX 65.73 US Fare, taxes, and total fare
TAX 10.70 XT TOTAL USD 952.70

FC 15AUG SFO UA EUG Q9.30 Fare construction and surcharges

Q18.60 848.37YUA USD876.27 END
ZPSFO XT 3.70ZP 2.50AY
4.50XFSFO4.5

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The following table lists the e-ticket statuses that can appear under the USE
column in an Electronic Ticket Record.

Indicator Description

ARPT Under airport control.

CKIN Passenger has checked in for flight.
CLSD Validating carrier has determined that coupon can no
longer be used, and cannot be reissued or refunded.
EXCH Value of coupon has been used as payment for a new
transaction.
FLWN Flight has been completed.
LFTD Passenger has boarded aircraft.
OPEN Open for use.
PRTD Ticket reprinted at airport or airline has issued a paper
ticket to replace e-ticket.
REFUND TAXES Validating carrier has determined that coupon is no longer
ONLY available for use as ticketed.
REMV Validating carrier has removed e-ticketing data from their
system when ticket has been fully used.
RFND E-ticket record has been refunded.
SUSP Validating carrier has restricted use of flight coupon to
avoid fraudulent use.
UNVL Validating carrier has determined that coupon can no
longer be used. You must either reissue or refund ticket.
USED Passenger has flown this flight.
VOID E-ticket record has been voided.

Electronic Ticket Record History

ASK 8430
If the carrier allows, you can display an Electronic Ticket Record History.
Helpful if you need to verify the ticket number on the first screen or track any
changes that were made to the ticket.
The format to display electronic ticket history is: *TEH

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Retransmit e-ticket support documents

There may be times when your document did not print or it printed off-line.
By using Fallback and Recovery commands, you can print missing electronic
ticket support documents within the same day.
The following table lists formats to view previously transmitted images.

To display: Enter this format:

Number of images in queue HQC

First Agent coupon in Demand Sent HQB/AGT/DS
First Passenger Receipt in Demand Sent HQB/REC/DS
First Exchange Authorization in Demand Sent HQB/EXC/DS
First Refund Authorization in Demand Sent HQB/RFD/DS
Additional image in Demand Sent by moving down HQB/MD
to next screen
Additional image in Demand Sent by moving down HQB/MD5
five screens
Previous image in Demand Sent by moving up to HQB/MU
next screen
Previous image in Demand Sent by moving up five HQB/MU5
screens

If you did not receive an electronic ticket support document, you can
retransmit the image from Demand Sent.
To retransmit support documents from Demand Sent, use the following
steps.
1. Perform one of the following:
- Display the document image by sequence number.
- Example: HQB/RFD/00028
- Display the document image by buffer.
- Example: HQB/RFD/DS
2. Retransmit the document by entering: HQNN

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Paper Tickets

The term paper ticket refers to a paper document used for ticketing
purposes. Paper ticket is only available to ARC reporting travel agencies
located in the U.S.
When a traveler books their flight and the travel agent makes the command
to issue the ticket, Apollo transmits details of the customer’s reservation and
ticket number directly to the printer and issues a paper ticket.
In some instances, you may be required by a carrier to issue a paper ticket or
the passenger may print their own from the viewtrip.com website.

Ticketing Commands
Apollo checks for the presence of a stored fare, plating carrier, and form of
payment (FOP) when you make a ticketing request. Apollo automatically
selects the plating carrier in markets/agencies that use Automatic Plating
Carrier logic.
You need to ensure you have completed the PNR with the mandatory items,
stored fare, and form of payment. End transact and retrieve the PNR before
making the ticketing command.
The basic ticketing format is: HB:
This will end transact the PNR a second time, issue the e-ticket, and issue
any associated documents including an itinerary and MIR.
The following screen is an example of the screen response.

If you have multiple ATFQ fields in a PNR, you can issue a ticket for a
specific ATFQ field.
Format: HB2: (Issue ticket for ATFQ field #2.)
Note: For Amtrak ticketing formats see: HELP AMTRAK-TICKETING in
Apollo.

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Ticketing Modifiers
HELP TICKETING MODIFIERS
You can modify the ticketing format using modifiers to select the type of
document required. For instance, you may want to issue the itinerary for a
client who requests this before you issue the ticket.
Format: HB:DID
If you used the above format to issue the itinerary, you now want to issue
the e-ticket.
Format: HB:DTD
You may want to send the MIR to the back office system.
Format: HB:DAD
You can also issue the ticket and send the MIR to the back office system at
the same time.
Format: HB:DTDAD

PNR Details
You can view PNR details any time after you issue documents. Once you
have issued a ticket, Apollo automatically updates the PNR. The following
screen is an example of PNR details after documents have been issued.

The Ticketing field (TKTG) shows the date/time of issue with the agent's sign
on and duty code. Apollo adds a sub-field to the PNR called TINS
REMARKS EXIST. This sub-field contains the various document numbers.
The format to access TINS Remarks is: *T

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Response:

TINS Remarks display the ticket (2179900505187) and itinerary (000000917)

numbers and the total fare charged. ET indicates the e-ticked was issued.
Note: The updated ATFQ field also shows the ticket number.

Ticketing Carrier Guidelines

HELP AGREE
When creating a PNR, you must adhere to the specified carrier’s criteria
before you can issue a ticket. You should check the criteria before making
the ticketing command.
The airline must have an agreement with Apollo and have signed the Apollo
Participation Agreement. The airline must also be an ARC/BSP participant.
You also must have authorization to issue tickets for the airline. Your AAT
(Agency Account Table) must reflect your authority to issue a ticket for that
carrier through Apollo. Most importantly, for interline travel, every airline in
the itinerary must have an agreement with the ticketing airline.
To check ticketing agreements between airlines, enter: DT/IAT/DISXX (XX =
ticketing carrier).
Example: DT/IAT/DISKL (KL = KLM)
The table that appears shows those airlines which accept a KL ticket. For
example, for AF (Air France), a Y appears next to the carrier code. This
indicates that you can validate an Air France itinerary against KLM even if no
KLM flights exist in the itinerary.

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TINS Report
HELP TINS
The Apollo Ticket and Itinerary Numbering System (TINS) report displays a
list of the day’s transactions and details of tickets issued in your agency.
TINS updates automatically as you issue each ticket with details of the
passenger name, fare, taxes, commission, and form of payment.
To display the TINS report, type HMPR and press Enter.
The TINS report appears.

The TINS report provides Apollo generated ticket numbers. This includes
any tickets voided either by the agency or automatically during the ticketing
process. TINS records appear for up to 32 historical working days, although
the period of time may vary from country to country.
The format to access a historical TINS report is: HMPR/12AUG

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DAR Report
HELP DAR
The Document Activity Report (DAR) provides a database of Apollo
automated document transactions. It generates electronically to ARC
overnight. DAR report information is available for 45 days. There are several
default layouts or you can customize reports to suit your needs.
The DAR database generates three types of reports:
1. Enter HMPR to view the Daily Activity Report (DAR). This report
provides a one day at a time ticket detail report. You can request a
long system default layout which provides two lines of detail per
ticket. A wide layout is also available for computer paper.

To display: Enter this format:

Today’s DAR HMPR

Today’s DAR, long version HMPR*L

Today’s DAR, wide version HMPR*W

2. Enter HMPP to view the Period Activity Report (PAR). This report
consolidates the data for an entire reporting period for
ARC/BSP/SSP or you can request data for a specific date range.
3. Enter HMPS to view the Summary Activity Report (SAR). This report
provides a summary listing of ticket and stock control numbers that
have been issued, voided and spoiled during the reporting period.
Counters are included for improved inventory and audit control. The
SAR also includes the ATB ticket number range currently assigned
to the pseudo and a listing of all ticket and invoice table
updates made in the current period.

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Search and Sort

HELP STEPS-DAR SEARCH SORT
ASK 14468
Use DAR Search and Sort for tracking and reporting specific ticket numbers.
Use the Search function to specify which ticket data appears on the report
and use the Sort function to designate the order in which that data appears.
To display the Search and Sort screen, use the following steps.
1. Type HMPR and press Enter.
The DAR Report Request screen appears.

2. Tab to the SEARCH/SORT field, type X, and press Enter.

The SEARCH AND/OR SORT REQUEST SCREEN appears.

Tab to the desired field and type in the appropriate information.

Note: You do not have to complete every field.
3. Tab to the Search for Items Where Items Nbr field and enter the item
number.

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To complete the Is Equal to or Also Equal to fields, use the guidelines

in the following table.

This item Equals: Sample entry

number:

1 Ticket number 1234567891

2 ATB stock number 0179

3 Airline number 016

4 Invoice number 212345

5 Passenger name Jones

6 Ticket issue date 12MAY (sort only)

7 Form of payment type S or CC

8 Form of payment code S, CK, AX

9 Customer ID number (C-) 15

10 Customer number (T-) 25

11 Pseudo city CA3

12 Host pseudo city GK5

13 STP/OSDP pseudo city 1BU4

14 Ticketing agent sine Z30

15 DAR transaction type code See table below.

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DAR transaction type code Description

BP Boarding pass

BT Bulk ticket

CP Coupons produced

IT Tour ticket

MT Manual ticket

TA E-ticket exchange-add collect

TE Ticketed electronic

TR E-ticket exchange-refund

TX E-ticket exchange-even

VO Voided

VR Voided via retransmission

XE Exchange-even

XA Exchange-add collect

XR Exchange-refund

Note: You do not have to complete the field. Apollo searches based on
the portion entered in the field.

4. In the Sort by Item Number or Then by Item Number fields, enter the
item number.
5. In the Subtotals field, enter N to indicate no subtotals or Y to show
subtotals.
6. After you have entered the appropriate field, press Enter.
Apollo displays the items that match the criteria you entered.

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Module Review

Using your Course Book or online Help, answer the following questions. Make all reservations in your
name unless told otherwise

1. What is the format to issue an itinerary only?

th th
2. Create a PNR using your name, for ORDLGA 18 Jan / July and return on 27 Jan / July in Y class
with United Airlines. Fare quote, add the form of payment as cash, and add SSR DOCS. End and
retrieve. Take the quickest action to issue a ticket only. After issuing the ticket, write the format you
made below.

3. What is the ticket number?

4. You wish to check all the details are correct and that your ticket appears on the payment report.
Check the TINS report for your ticket, write the format that you used to check the TINS report.

5. Can you issue an e-ticket, plating carrier Air France, for an itinerary with an Air Zimbabwe flight?

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Module 4: Ticketing Modifiers
When you make a ticketing request, Apollo checks for the presence of a
stored fare and the mandatory ticketing modifiers of plating carrier and form
of payment (FOP). These modifiers appear in the stored fare and you can
view them by displaying the stored fare breakdown.

There are also several optional ticketing modifiers that are especially helpful
when issuing travel documents. They help you to further qualify a ticketing
request and you can store them in the ATFQ field. They also appear in the
stored fare breakdown.

Module Objectives
Upon completion of this module you will be able to:
Identify and add mandatory ticketing modifiers.
Identify and add optional ticketing modifiers.
Add multiple ticketing modifiers.
Change and delete ticketing modifiers.

Mandatory Ticketing Modifiers

Mandatory ticket modifiers are those that must be present in the PNR before
Apollo will allow you to issue tickets. These modifiers are plating carrier and
form of payment. You can add them to the ticketing format by using ticketing
modifiers.

Note: Agencies using Plating Carrier Logic cannot enter or change the
plating carrier using a ticketing modifier. To override the system added
plating carrier you must store a new ATFQ field with the plating carrier you
wish to use.

Form of Payment

HELP MODF

HELP CREDIT

Before issuing a ticket, you must enter the form of payment (FOP) the
customer will use to pay for the trip. You can also use the form of payment
modifier to override the form of payment in ATFQ field and use it to add a
credit card approval code.

The form of payment modifier is: F

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The following table lists forms of payment with formats.

To issue a ticket with FOP: Use this format:

Cash (S) HB:FS

Check (CK) HB:FCK

Credit card HB:FAX370000000000028+D1212

With approval code HB:F+*765432 Note: Approval code must

be a minimum length of 4 characters and
PNR must contain credit card number in
either F- or ATFQ field.

Sample format: HB:FCK

Response:

When using a credit card, the vendor code is optional but if you include it,
Apollo checks the code against the numeric identifier of the vendor (usually
the first 4 numerics). If it is a mismatch, the following message appears:
Check Credit Card Vendor.

Apollo obtains an approval from the credit card company at the time of ticket
issue. If you obtain a manual credit card approval outside Apollo such as by
phone or by using the JV format, then you must use the approval code to
prevent duplicate authorization.

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The following table lists format examples using the approval code 12345.

To: Use this format:

Add manual approval in F-VI4444333322221111/D1214/*12345

form of payment

Add manual approval code HB:FVI4427806666666661+D1214+*12345

as ticketing modifier

Add manual approval code T:$B/FVI4427806666666661+D1211+*12345

as ATFQ modifier

Override FOP if Apollo F-XVI4444333322221111D1214

processes payment

Major credit cards you can use with Apollo document production are: AX
American Express, DC Diners Club, CA MasterCard, VI Visa, and TP
Universal Air Travel Plan.

Note: Any form of payment that you enter as a ticket modifier overrides any
existing PNR form of payment entry.

Plating Carrier
HELP MODC

Apollo plating carrier logic select the correct carrier appends it to the stored
fare. However, there may be an instance when you need to use a specific
carrier stock to issue a customer’s ticket.

To add a carrier override, use the carrier override (C) ticketing modifier
followed by the carrier code.

Sample format: HB:CAA

Apollo adds the modifier to the fare quote, but does not appear on the PNR.
Enter *T to see the results of your entry.

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Optional Ticketing Modifiers

There may be additional information you need to add to a ticket other than a
form of payment and plating carrier. Frequently used optional ticketing
modifiers include:

Device

Generic

Auxiliary Segment Select

Commission

Not valid before NVB, not valid after NVA (Canadian subscribers)

Device
HELP MODD

You can use Apollo device (printer/accounting interface) modifiers to issue

specific travel documents. .

The device modifier is: D

The following table lists frequently used device modifiers and formats.

To issue: Use this format:

Itinerary/invoice only HBDID

Pocket itinerary only HBDPD

Itinerary/invoice only using stored price HB:DID

Itinerary/invoice and accounting image (MIR) HB:DIDAD

Ticket only HB:DTD

Ticket and MIR HB:DTDAD

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Generic

HELP MODG

You can use the generic modifier to issue travel documents when you want
to alter what normally would print on the documents

The generic modifier is: G

The following table lists frequently used generic modifiers and formats.

To issue: Use this format:

Ticket, MIR, and individual invoices HB:GIS

Ticket, invoice, MIR, and 2 pocket itineraries (U.S. HB:GP2

subscribers)
Ticket with a bulk fare (U.S. subscribers) HB:GB

Invoice for paid/due lines only (U.S. subscribers) HB:GIF

Invoice for paid/due lines only (Canadian subscribers) HB:DID/GIF+F/FS

Ticket with baggage allowance (Canadian subscribers) HB:GBG2PC

Endorsements

Use endorsements on a ticket to specify restrictions applicable to that

document. In Apollo endorsements have two categories.
System generated endorsements automatically added as part of a fare
quote response.
Manual endorsements added by the agent.

Apollo generates up to 6 lines of endorsements, each with a maximum of 29

characters (including spaces) to the e-ticket vendors. However, you can
manually add only 3 lines with a maximum of 29 characters each using the
endorsement ticketing modifier.

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Note: Although Apollo sends 6 lines of endorsements, they may not appear
on the issued e-ticket or in the order entered. Airlines have their own
restrictions as to the maximum number of characters visible on an issued e-
ticket. Programmatic endorsements appear on the ticket first followed by any
manual endorsements.

Use endorsements when you need to add special restrictions on a ticket that
have not been added automatically as part of the fare quote, such as a
transatlantic ticket which needs to be issued in conjunction with domestic US
flights.

To add an endorsement, use the generic ticketing modifier (G) followed by

the endorsement box (EB) modifier.

Sample format: HB:GEBVALIDUAONLY

If more than one endorsement is required, string them together using an end
item + as a line separator, repeating the EB modifier.
Sample format: HB:GEB VALID BAONLY+EB VALIDFLT
DATESSHOWN+EBNONREF

Auxiliary Segment Select

HELP MODS

You can use the auxiliary segment select modifier to specify which segments
to include or exclude from your document issuance request.

The auxiliary segment select modifier is: S

The S modifier is followed by a secondary modifier such as:

X to indicate specific auxiliary segments.
NONE to indicate no air segments.
SXNONE to indicate no auxiliary segments.
SLNONE to inhibit waitlisted segments.
The following table lists some examples with formats.

To issue ticket, invoice, and MIR: Use this format:

Without waitlisted segments HB:SLNONE

Without auxiliary segments HB:SXNONE

With auxiliary segment 4 only HB:SX4

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Commission

HELP MODZ

When issuing a ticket, Apollo automatically defaults to the commission rates

held in the Apollo commission table or stored in your AAT table.

However, there may be occasions when you need to change the rate, for
example, if an agency arrangement exists with an airline or the airline has
changed their standard commission but has not yet advised Apollo. This
modifier ensures that the specified commission rate appears on both the
ticket (ARC/BSP remit area) and on the ARC/BSP sales return.

Sample formats:

HB:Z5 (5 = commission percent)

HB:Z$15.00 ($15.00 = commission U. S.)

HB:Z$1500($15.00 = commission Canada)

You can enter this format independently or combine it with additional

ticketing modifiers in any order.

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Not Valid before/Not Valid After

HELP NVA

The following table lists the not valid before (NVB) and not valid after (NVA)
ticketing modifiers and their description.
To issue ticket, invoice, and MIR: Use this format:

Not valid before July 6 HB:NVB6JUL

Not valid after July 12 HB:NVA12JUL
Not valid before July 6 and not valid after July 12 HB:NVB6JUL/NVA12JUL

Multiple Modifiers
HELP TICKETING MODIFIERS-COMBINING MODIFIERS

You can enter ticketing modifiers separately or you can combine them using
a slash (/) as the separator. You can also enter them in any order.

Sample format: HB:CAA/FCK

The following table lists some examples with formats.

To issue: Use this format:

Invoice only with price (without using an invoice HB:DID/GID

number from TINS table)
Itinerary only no price (without using an invoice HBDID/GIN
number from TINS table)
Invoice and accounting image for auxiliary segments HBDIDAD/GIF
without pricing air segments. (U.S. subscribers)
Invoice and accounting image for auxiliary segments HBDIDAD/GIF+F/FS
without pricing air segments. (Canadian subscribers)
Invoice and accounting image for auxiliary segments 2 HBDIDAD/SX2*3
through 3 only
Invoice and accounting image excluding air segments HBDIDAD/SNONE
Pocket itinerary only (U.S. subscribers) HBDPD
Pocket itinerary only, segments 2 and 4 (U.S. HBDPD/S2+4
subscribers)

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Change and Delete Ticketing Modifiers

HELP PRICING MODIFIERS-CHANGE MODIFIERS
ASK 11034

You can change and delete ticketing modifiers when you need to change
ticketing information in the PNR.

To change an existing ticket modifier, type C:T: followed by the new modifier
and press Enter.

Sample format to change endorsement:

C:T:/GEBVALIDFLTSDATESSHOWN

The following table lists the components of the format.

Format Description

C:T:/ Change ticketing modifier for stored

fare.

GEB Generic and endorsement box

ticketing modifiers.

VALIDFLTSDATESSHOWN New modifier details (In this example,

new endorsement).

Note: If more than one endorsement is present, Apollo will change them all
to reflect the new entry. You cannot change just a part of an endorsement.
To change more than one modifier in one entry, follow this sample format:
C:T:/Z5/FCK

Change the commission to 5% and the form of payment to check.

To delete a modifier, follow this sample format: C:T:Z5

Note: You cannot delete Apollo programmatic endorsements. You can only
change or cancel programmatic endorsements by using a pricing record. For
details see Module 5.

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Module 4: Ticketing Modifiers

Module Review
Using your Course Book or online Help, answer the following questions. Create a PNR Name field. Book
flights from Denver to Atlanta with DL on your date, staying for 1 week, in Y class. Store the fare with the
passenger paying cash for the ticket. End transact the PNR and note the Record Locator.

Write the entry to add a ticket modifier showing that commission will be 4%.

____________________________________________________________________________

Retrieve the PNR made at the beginning of this module review. The passenger advises you she/he is
now going to pay by check for their ticket. Make the change and write down the format you used.

_____________________________________________________________________________

Now add a manual endorsement to the ticket…’Refund Restricted’.

_____________________________________________________________________________

Prepare the PNR with any other necessary entry for ticketing so that when the client returns with the
check, a simple HB: entry will be all that is required. End the PNR and note the reference below. Finally,
issue the ticket and keep it safe as you will need it later in the course.

_____________________________________________________________________________

Create a PNR in your name. Book flights from Chicago to London on UA on your date, returning 10 days
later in Y class. Quote a fare then end and retrieve the PNR. Make the shortest possible entries to issue
an e-ticket and itinerary.

You will pay by American Express card number ...with expiration Dec 2012. Authorization number 12345
Write dow your formats.

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There are times when Apollo does not automatically price an itinerary due to
complicated fare structures. You then need to manually enter the fare
information in a pricing record. The completed pricing record stores the price
in the Automated Ticketing and Fare Quote (ATFQ) field of the PNR. In the
Apollo for Travel Professional course, you learned how to build a basic
pricing record. This procedure is also available in ASK Travelport answer
10347 and in HELP HHPR. In this module you will learn how to use pricing
records in typical scenarios.

Module Objectives
Upon completion of this module you will be able to:
Build a pricing record with a Fare Construction screen
Build a pricing record for a partially flown itinerary
Build a pricing record for a Canadian itinerary with surcharges and
multiple taxes
Build a pricing record for a ticketless carrier
Build a blank pricing record to request a fare from an airline
Change or delete a pricing record

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Pricing Record with Fare Construction Screen

When you build a basic pricing record, you can enter the base fare in the
Name/Itinerary screen ($NME) Value and Fare fields to generate a fare linear
for the ticket. However, anytime there is anything in the fare that needs to be
explained, you should enter a Y in the F Constr field of the $NME screen so
that you can add fare details in the Fare Construction screen. This helps you
and the airline understand how the fare was computed.

Here is a list of the most common reasons for using the Fare Construction
screen:
Surcharges – Fuel and security (Q) surcharges are included in the
base fare amounts, but they need to be broken out on the Fare
Construction screen so the airline knows they were collected.
NUCs – When a fare needs to be shown in NUCs (Neutral Units of
Construction), due to multiple currencies or international itineraries,
show the NUCs on the Fare Construction screen.
More than 20 taxes –When there are more than 20 taxes on an
itinerary they need to be shown on the Fare Construction screen.

International fare construction principles – When the fare includes

additional linear symbols (e.g. higher intermediate point, circle trip
minimum, mileage surcharge, extra mileage allowance, differentials,
stopover charge, surface sectors within a fare component, side trips)
you show them on the Fare Construction screen.

Example 1

The following is an example of an international pricing record with surcharges

and NUCs, and a higher intermediate point (HIP.) Here is the Name/Itinerary
screen.

Note: For an explanation of the screen, please see: HELP $NME

When there are surcharges on an itinerary, you add them to the base fare for
each fare component and can show them in the Value field. On the
Name/Itinerary screen, the Value field for the first fare component (line 2) is
NUC 1741.50. There is no way on this screen to know if surcharges or any
other plus-ups are included in that amount.

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Here is the Fare Construction screen, which shows the fare linear.

On this screen, we see how the NUC 1741.50 was calculated. There is a
Q166.00 surcharge and a fare of NUC 1575.50 for the WAS – LON fare
component. The WASPAR before the 1575.50 indicates that the WAS –
LON fare was raised to the WAS – PAR higher intermediate point. This
linear helps the airline determine how the fare was calculated.

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Example 2

In this example, the travel agency is located in Canada. It shows an

alternate method of completing the Name/Itinerary screen when a Fare
Construction screen is required.

This is an example of a domestic Canadian itinerary that includes

surcharges.

Here is the Name/Itinerary screen.

In Example 1, we showed the base fare including surcharge in the Value field
and a B in the Fare field, which allows the pricing record to compute the base
fare.

In Example 2, the Value field is blank and the Fare field shows the total base
fare. When you select Y for the Fare Construction screen, you can leave the
Value fields blank, provided that you enter an amount in the Fare field.

Here is the completed Fare Construction screen.

This screen shows the breakdown of Q surcharges and base fare in case
you or the airline needs to determine how the fare is constructed.

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Pricing Record for Partially Flown Itinerary

When you are exchanging a ticket for an itinerary that is partially flown, you
should first verify with the validating carrier if the exchange should be based
on one-way fares or the original round-trip fare.

If the carrier advises you to base the fare on:

One-way fares, you do not need to build a pricing record. You can
store the fare with T:$B.

The original round-trip fare, you need to build a pricing record. This
section describes how to build the pricing record. Please see
Module 7: Issue Exchanges for details on how to complete the
exchange.

New Fare Is Higher

In this example, a passenger is flying round trip between Miami and Seattle
and her fare is based on round-trip fares. She has already flown the
outbound and is changing her return. The fare for the new return flight is
higher than the fare for the original return flight.

Follow these steps to complete a pricing record for a partially flown itinerary
when the new fare is higher than the original fare.
1. Retrieve or create the PNR with the new itinerary.

2. To request a pricing record fill-in format, enter HHPR and any

required modifiers.
Note: If you are exchanging e-tickets for multiple passenger PNRs,
create a separate pricing record for each passenger by using name
select. Example: HHPRN1

The Name/Itinerary screen appears.

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3. Use the following guidelines to complete the Name/Itinerary screen.

Field: Description:

F/B Enter fare basis code for the return flight.

Value Leave blank.
NVB, NVA If the rule requires, enter not valid before and after dates.
Fare Add the base fare for the flown portion of the itinerary
(outbound) to the base fare for the new return flights
including any surcharges. Enter the sum in the Fare
field.
Do taxes apply? Enter Y if taxes apply.
Equiv Fare Leave blank unless the fare was paid in a currency other
than the currency of the country of origin.
Comm Enter commission if you did not include it in your HHPR
format. To compute the commission, take the
commission for the new fare and subtract the
commission for the original ticket.
F Const Enter Y.
TD Enter a ticket designator, if applicable unless you
included it in your HHPR format.

Here is a completed Name/Itinerary screen.

4. Tab to the B in BOOK and press Enter.

Apollo responds with the Tax Breakdown screen.

5. Enter all applicable taxes.

Points to note:
- Figure taxes based on the round-trip base fare, using the original
fare for the flown portion and the new fare for the new return flights.
- For US domestic itineraries, to compute the US tax on the total
base, enter: XX616.74B (616.74 = total base fare)
- If there is an XF tax, show the breakdown by airport in the U.S
Facility Charges section at the bottom of the screen in USD.

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Here is an example of a completed Tax Breakdown screen.

6. After entering the last tax, press Enter.

If there are any ZP taxes, the U.S. Flight Segment Breakdown
screen appears.

7. Enter all applicable taxes.

Here is an example of a completed U.S. Flight Segment Breakdown screen.

8. After entering the last tax, press Enter.

Apollo responds with an asterisk.

9. To store the pricing record, enter HBT.

The Fare Construction screen appears.

10. Enter the fare linear based on the fare for the flown portion and the
fare for the new return.

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Here is an example of a completed Fare Construction screen.

11. Tab to the end of the last dotted line and press Enter.
Apollo responds: PRICING RECORD ADDED.

12. To complete the pricing record and enable ticketing, enter: T:OK

13. End transact the record.

Now you are ready to issue an exchange. See Module 7: Issue Exchanges
for details on how to issue the exchange.

New Fare is Equal

When the new fare is equal to the old fare and the fare is based on round-trip
fares, you still need to complete a pricing record so you can show the fare for
both the flown portion and the unflown portion of the itinerary.

Exception: If the airline allows revalidation you do not have to complete a

pricing record. See ASK Travelport answer 23546 for a list of airlines that
allow revalidation.

When completing the pricing record, show both the base fare and the taxes
that appeared on the original itinerary.

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New Fare is Lower – US Example

Again, let’s assume that a passenger is flying round trip between Miami and
Seattle and her fare is based on round-trip fares. She has already flown the
outbound and is changing her return. The fare for the new return flight is
lower than the fare for the original return flight.

When a ticket is issued in the United States and the new fare is lower, a
refund for the difference in base fares may be made provided the airline
permits the residual value to be refunded on an MCO. However the Airline
Reporting Corp. (ARC) does not permit refund of taxes on a partially used
ticket. So, here is how you complete your pricing record.

1. Complete the Name/Itinerary screen as you do when the new fare is

higher. In other words, add the base fare for the flown portion on the
original itinerary to the base fare for the new flights and enter it in the
FARE field.

2. Complete the Tax Breakdown screen using the taxes from the
original itinerary.

3. Complete the U.S. Flight Segment Breakdown screen, if applicable,

using the taxes from the original itinerary.

4. Complete the Fare Construction screen as you do when the new

fare is higher. In other words, on the linear, show fare construction
for the flown portion on the original itinerary and the new flights on
the return.

Once you have completed the record and stored the pricing record, you can
issue the exchange according to the guidelines in ―Module 7: Issue
Exchanges.‖

New Fare is Lower – Canada

BSP Canada does not allow a refund for the residual value on an exchange.
If the original fare is based on round-trip fares, you need to build a pricing
record before you can issue the exchange. See ASK Travelport answer
20475 on details on how to compute the fare.

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Pricing Record for a Ticketless Airline

Ticketless airlines allow you to create a PNR in Apollo and send the airline
payment data through an SSR message. You do not issue a ticket, but you
may wish to store a fare so that you can issue an itinerary/invoice and a MIR.
Because ticketless airlines have ticketing restrictions, the best way to store a
fare is to build a pricing record.

Follow these steps to create a pricing record for a ticketless airline itinerary.

1. Create or retrieve a PNR for a ticketless airline.

2. To request a pricing record with the $B fare filled in, enter:

HH$PRZ0

The Name/Itinerary screen appears.

The $ symbol in the format requests a fill-in format with the fare filled in.

3. Tab to the B in BOOK and press Enter.

Apollo responds with an asterisk.

4. To store the pricing record,

- For a single passenger, enter: HBT
- For multiple passengers, enter: HBTA

Response: PRICING RECORD ADDED

5. To enable document issuance, enter: T:OK

6. End transact the PNR.

Points to note:

The above procedure creates the pricing record, but you still have to
send payment to the airline through an SSR message within the time
period they specify.

If plating carrier logic is activated for your pseudo city, when

requesting a pricing record, you may receive the alert: NO
VALIDATING AIRLINE FOUND
To resolve this issue, you can have the Help Desk add YY to your
AUTH table.

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Pricing Record for Airline Pricing

Many airlines allow you to queue a PNR to them with a blank pricing record
for rate desk pricing. The rate desk enters the fare in the pricing record and
queues it back to you. Before you create the pricing record, check the
airline’s policy on rate desk pricing. Many airlines store their policy in Apollo
in S*PRI/XXXX (XXXX = carrier code repeated, example S*PRI/DLDL.) A
version of this procedure is also available in ASK Travelport answer 4583
and in HELP HHPR-BLANK.

Follow these steps to complete a blank pricing record for rate desk pricing.

1. Create or retrieve a PNR.

2. To determine if an ATFQ field exists in the PNR, enter *T

- If no ATFQ field exists, go to step 3.
- If an ATFQ field exists, use one of the following formats to cancel it.

To cancel: Use this format:

Single auto quote XT

All (both auto quote and pricing record) XPT

Auto quote 2 XT2

Pricing record 2 XPR2

3. Request a pricing record fill-in format. Here are some format

examples. Also see: HELP HHPR-REQUEST

To request a pricing record for: Use this format:

All segments, all passengers, no commission HHPRZ0

All segments and passengers, with ticketing HHPRZ0/GEBVALID

modifiers ¤DL¤ONLY/FCK
Note: Do not include ticket designators. The
rate desk adds them if they apply,

Segments 1, 2, 5, 6 HHPRZ0/S1+2+5+6

Name field 1 HHPRZ0/N1

Name field 2, passenger 1 HHPRZ0/N2-1

Segments 1, 2, 5, 6 for Name field 1 HHPRZ0/S1+2+5+6/N1

Example: HHPRZ0

The Name/Itinerary screen appears.

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4. Use the following guidelines to complete the Name/Itinerary screen.

Field: Description:

F/B Enter the booking class. For Void lines, leave blank.

Value, NVB, NVA Leave blank.

Fare Enter B in the first position of the second set of dots.

Do taxes apply? Enter N. The rate desk completes the taxes.

Equiv Fare Leave blank.

Comm Enter commission if you did not include it in your HHPR

format.

F Const Enter Y.

TD Leave blank. The rate desk adds the ticket designator, if

applicable.

Here is an example of a completed Name/Itinerary screen.

5. Tab to the B in Book and press Enter.

Apollo responds with an asterisk.

6. To store the pricing record, enter: HBTA

The Fare Construction screen appears.

7. Tab to the first tab stop, type the date of departure, and press Enter.

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Here is an example of a completed Fare Construction screen.

Response: PRICING RECORD ADDED.

8. To complete the pricing record, enter: T:OK

9. To end transact and retrieve the record, enter: ER

10. To view the guidelines and queuing instructions for the airline, enter:
S*PRI/XXXX (XXXX = carrier code repeated, e.g. S*PRI/DLDL.)

11. Queue the PNR to the airline.

Display Pricing Records

Use the following formats to display pricing record fill-in format screens
before you end transact (ET).

To display: Use this format:

Name/Itinerary screen $NME

Tax Breakdown screen $TA

U.S. Flight Segment Tax breakdown screen $ZP

Fare Construction screen $FC

After you end transact, you need to identify which ATFQ field you wish to
display. If there is only one ATFQ field, you would enter the passenger
number in the format. If there are multiple ATFQ fields, you would enter the
passenger number and the ATFQ field number. Here are some format
examples. Also see: HELP HHPR-DISPLAY

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Note: The ATFQ field number in parentheses refers to the multiple ATFQ
format.
To display: One ATFQ field: Multiple ATFQ fields:

Name/Itinerary screen – $NME1 $NME1/2

passenger 1 (ATFQ 2)
Name/Itinerary screen – $NME2 $NME2/2
passenger 2 (ATFQ 2)
Tax Breakdown screen – $TA1 $TA1/2
passenger 1 (ATFQ 2)
U.S. Flight Segment Tax $ZP1 $ZP1/2
breakdown screen –
passenger 1 (ATFQ 2)
Fare Construction screen – $FC1 $FC1/2
passenger 1 (ATFQ 2)

Note: If the ticket is a conjunction ticket with five or more coupons, to move
down in a pricing record, enter: $MD and to move up, enter: $MU

Change and Delete Pricing Records

It is possible to change certain elements of a pricing record before ticketing.
In addition, you can change the ticketing modifiers for a pricing record. For
other changes, including name changes, itinerary changes, and pricing
modifiers, you need to delete the pricing record and recreate it.

You can change any editable data in the fill-in format screens before
ticketing.

Change Fill-in Format Screen

Follow these steps to change data in fill-in format screens.

1. Using one of the formats in the ―Display Pricing Records‖ section,

display the screen that you need to change.

2. Tab to the fields you need to change and enter the new data.
Note: If there is no tab stop at a field, you cannot change it.

3. Tab to the end of the screen and press Enter.

4. Complete the pricing record process.

Note; If you change the Name/Itinerary or Tax screens, you need to
enter HBT or HBTA and then enter T:OK. If you start with the Fare
Construction screen, you just need to enter T:OK.

5. End transact the PNR.

Note: Also see: HELP HHPR-CANCEL

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Change Ticketing Modifiers

You can change ticketing modifiers before ticketing using C:T:/ formats or at
the time of ticketing using HB: formats. Here are some format examples.

To change or add these modifiers: Use this format:

Paper ticket (US only) C:T:/PT

Paper ticket and validating carrier C:T:/PT/CDL

Endorsement C:T:/ GEBVALID¤UA¤ONLY

nd
Form of payment for 2 ATFQ field C:2T:/FCK
Note: If there is no number after C:, all
ATFQ fields are changed.

Baggage and tour code C:T:/GBG2PC/IT123456

Baggage at time of ticketing HB:GBG1PC

To delete these modifiers: Use this format:

Paper ticket C:T:/PT-

Paper ticket and validating carrier C:T:/C

Generic modifiers C:T:/ G

Endorsement and ticket designator C:T:/ GEB+TD

Delete Pricing Record

If you make any changes to the itinerary, including adding ARNK, cars,
hotels, etc., any changes to the Name field, you need to delete the pricing
record and add a new one. Use the following formats to delete a pricing
record.

To delete: Use this format:

All pricing records XPR

Second pricing record XPR2

All auto quotes (T:$B) and pricing records (HHPR) XPT

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Summary

In this module you have learned to:

Build a pricing record with a Fare Construction screen

Build a pricing record for a partially flown itinerary

Build a pricing record for a Canadian itinerary with surcharges and

multiple taxes

Build a pricing record for a ticketless carrier

Build a blank pricing record to request a fare from an airline

Change or delete a pricing record

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Module 5 Review
Using your Course Book,, ASK Travelport, and Help, answer the following questions.

1. List four reasons why you would use a Fare Construction screen (($FC) when building a pricing
record.

2. On the Fare Construction screen, the taxes and surcharges appear together below the linear. True or
false?

3. When you are exchanging a ticket for a partially flown itinerary and the fare is based on one-way
fares, you need to build a pricing record.
True or false?

4. On a partially flown itinerary based on round-trip fares, why do you need to complete a pricing record
when the new fare is equal?

5. What is the format to request a pricing record with the fare data filled in, for a ticketless airline?

6. Which of the following changes can you make to the pricing record of an unticketed PNR?
Ticketing modifiers
Pricing modifiers
Fares data
Itinerary changes

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Module 6: Service Fees and Miscellaneous Charge Orders
Travel agencies may issue electronic service fees through Apollo. Travel
agencies in the US may issue paper automated Miscellaneous Charge
Orders (MCOs) through Apollo, as well.

Module Objectives
Upon completion of this module you will be able to:
Issue an electronic service fees through Apollo
Issue an automated MCO through Apollo

Service Fees
Travel agencies can issue service fees through Apollo, which are reported to
ARC for US agents and BSP for Canadian agents. You can find more
information in HELP SF. There are two ways to issue service fees through
Apollo:

Linear format – includes all modifiers in the initial entry.

Fill-in format – provides a mask to complete.

Before you proceed, check with your back office system. Some prefer one
format over the other. In addition, some back office systems prefer that you
issue the service fee before the ticket, while others prefer the ticket first.

Linear Format

The linear format is convenient if you are charging the same service fee
frequently because you can store your service fees on programmable keys.
In addition, the response for the linear format includes the document number.

The first passenger name in the PNR and the form of payment (FOP) are
carried over to the service fee unless you override them in your entry.
Service fees require payment by credit card, so if you have a different form of
payment in your FOP field, you need to enter the credit card number in the
service fee linear format. Although US and Canadian agencies use
essentially the same formats, a tax modifier is required for Canada.

Before issuing a service fee, you need to retrieve a PNR with a Form of
Payment field.

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US

Here are some format examples to issue a service fee.

To issue a service fee Use this format:

using:

Name and FOP from PNR SF$25.00

FOP from PNR SF$50.00/N-SHERMAN/LILA
Name from PNR, system SF$100.00/FCA55555555555+D1216
gets approval code
Name and FOP from PNR, SF$10.00/F+*54321
manual authorization code

The Service Fee confirmation screen appears, indicating that the service fee
has been issued.

US input: SF$10.00/F+*54321

US response:

The document number appears on this screen.

Canada

Canada uses the same formats as the US, but must include the tax modifier.
Taxes on service fees vary by province. Here are some examples of linear
formats to use in Canada.

To issue a service fee Use this format:

with tax using:
Name and FOP from PNR SF$10.00/T1-0.60XG/T2-0.75XQ
FOP from PNR SF$10.00/N-LI.LEO/T1-1.40RC
Name from PNR, system SF$100.00/FCA55555555555+D1216
gets approval code /T1-6.00XG
Name and FOP from PNR, SF$10.00/F+*54321/T1-6.00XG
manual authorization code

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Input: SF$10.00/F+*54321/T1-1.50RC

Response:

Both the US and Canadian service charges are $10.00, but because the
Canadian has a $1.50 tax, the total for the Canadian service fee is $11.50.

Fill-in Format

You can also use a fill-in format to issue a service fee. The fill-in format
shows both the service fee paid (Fare field) and the amount the travel
agency actually keeps (Comm field). Unlike the response for the linear
format, the document number does not appear on the confirmation screen,
but you can display it from the PNR.

US

For more information, see: HELP SF-ISSUE. Follow these steps to

complete a fill-in format for the US.

1. Retrieve a PNR.

2. Request a service fee fill-in format. Include the service fee amount
in your entry.

Input: HHSF$10.00

Response:

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3. Using the following guidelines, tab to each field that requires a

change and enter the required data.

Field Description
NAME First passenger in the PNR. Change this, if
necessary, to the FOP credit card holder.
FOP Form of payment in the PNR. If the PNR FOP
is not credit card, this field is blank. Change or
add this if the form of payment is different for
the service fee. FOP must be credit card.
EXP DATE FOP expiration date in the PNR. Change if
necessary to match the new FOP.
MANUAL CODE Enter a code if you have gotten manual
authorization for the FOP.
FARE Not changeable. Service fee base amount.
COMM Not changeable. Service fee commission. If
the fare and commission are not equal, the
difference is an ARC/BSP fee.
TAX Enter each applicable tax amount and code.

Here is an example of a completed screen.

A credit card number, expiration date, and manual code have been added to
this screen. Also, notice that the amount in the Fare field is $10.00 and the
amount in the Comm field s $9.30. That means that the travel agency
receives the amount in the Comm field and the balance ($.70) is the ARC
fee.

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4. When you have entered all needed data, tab to Issue Now and press
Enter.

The confirmation screen appears.

Unlike the confirmation screen for the linear format, the document number is
not on this screen. However, you can display it from the PNR.

Canada

For more information, see: S*PRO/SERVICE FEES-ISSUE. The procedure

is the same for US and Canada. Here are examples of Canadian screens.

Input: HHSF$10.00

Response:

In the following example of a completed screen, a manual code and tax have
been added.

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When you tab to Issue Now and press Enter, the following screen appears:

Notice that the total of CAD 10.50 includes both the base of CAD 10.00 and
the tax of $.50.

Display Service Fee

Whether you use the linear or fill-in format, once you issue the service fee,
the following message appears in the PNR.

*** TIN REMARKS EXIST *** >*T·

When you tab to *T and press Enter, the following screen appears.

The document number follows the passenger name.

Void Service Fee

The same rules apply to voiding a service fee as to voiding a ticket. You use
the same format to void a service as you use to void a ticket.

To void a service fee, enter the void function identifier (RRVO), a slash, and
the document number. Here is an example.

RRVO/8909900105176

Response:

** VOID ACCEPTED **

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Miscellaneous Charge Orders (MCOs)

Travel agencies in the US can issue MCOs. Frequently, they are used to
refund a residual amount on an exchange ticket. They can also be used to
pay other miscellaneous charges, such as group deposits, unaccompanied
minor fees, or tour costs. For more information, see: HELP MCO

Back office systems may have preferences on how and when to issue an
MCO. Check with your system before proceeding. MCOs are paper
documents, which are printed on your ticket printer.

Issue MCO

Before you begin, you need:

ARC ATB2 ticket stock form 8212

Printer software version 2809 or 3009

(HMDTLNIATA/2809 or HMDTLNIATA/3009)

Linkage to an ATB2 printer

Here are the steps to issue an MCO.

1. Retrieve a PNR.
Note: It must include at least one air, car, hotel, or tour segment.

2. Request an MCO fill-in format.

Input: HHMCO

Response:

3. Using the following guidelines, tab to each field that you need to
complete and enter the required data.

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Field Mandatory? Description

Passenger name Mandatory First passenger in the PNR. Change

this, if necessary, to the FOP credit
card holder. One MCO may be
issued for multiple passengers.

To Mandatory Name of honoring carrier or operator.

At Mandatory Location of honoring carrier or

operator

Valid for Mandatory Purpose or type of service

Tour code Optional Approved tour code

Related tkt nbr Optional Airline form and serial number of any
other accountable documents issued
(Mandatory for residual
in connection with this MCO
value MCO)

FOP Mandatory Form of payment the PNR, if credit

card. Change this, if the MCO form of
payment is different.

Exp date Mandatory if FOP is Month and year credit card from PNR
credit card expires

Apvl code Optional Credit card approval code. If not

entered, approval is requested at
ticket issuance

Comm Mandatory Commission. Examples:

Amount: $50.00
Percentage: 0.00/

Tax Optional Amount of tax levied by country in

which MCO is issued

(Tax code) Mandatory if tax present ISO country code related to tax on
MCO (Two dots at end of Tax field)

Amount Mandatory Base amount of MCO

(Currency code) Mandatory Currency code of amount (Three dots

at end of Amount field)

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Field Mandatory? Description

Equiv Optional Equivalent amount paid. Exchange

value of currency actually collected

(Currency code) Mandatory if equivalent Currency code of equivalent (Three

amount is present dots at end of Equiv field)

BSR Mandatory if equivalent Banker’s selling rate used to calculate

amount is present amount in currency of payment

End box Optional Endorsements and restrictions

Remark1 and 2 Optional Additional relevant information

Validating carrier Mandatory Validating carrier code

Issue now Mandatory Y to issue immediately

N to save for later issuance

Here is an example of a completed MCO screen.

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4. To save the MCO, press Enter.

If you entered N, the following message appears.

MCO DATA STORED

If you entered Y, the following confirmation screen appears.

Display and Update an MCO

Whether you enter Y or N in the Issue Now field, the following message
appears in the PNR.

*** MISCELLANEOUS DOCUMENT DATA EXISTS *** >*MPD·

When you tab to *MPD and press Enter, the following screen appears.

In this case, there is one MCO attached to the PNR. However, a PNR can
have up to 49 MCOs. To display the first MCO, tab to MCO1 and press
Enter.

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The following screen appears.

This screen looks exactly like it did before you entered Y or N in Issue Now.

If you saved, but did not issue the MCO, you can update any fields at this
point. When you are ready to issue the MCO, tab to Issue Now, type Y, and
press Enter.

The confirmation screen appears, indicating that the MCO was issued.

If you already issued the MCO, you can no longer make changes. If you
attempt to change the MCO, you receive the following message.

MCO ALREADY ISSUED

Display Document Number

Once the MCO is issued, the following message appears in the PNR.

*** TIN REMARKS EXIST *** >*T·

When you tab to *T and press Enter, the following screen appears.

In this case, the MCO document number is the number starting with 016.

Note: If multiple MCOs or other documents have been issued for a PNR, you
can see all document numbers in PNR history. To view the document
numbers, enter: *HT

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Void MCO

The same rules apply to voiding an MCO as to voiding a ticket. You use the
same format.

To void an MCO, enter the void function identifier (RRVO), a slash, and the
document number. Here is an example.

RRVO/0169900105227

Response:

** VOID ACCEPTED **

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MCO for Residual Value

If you exchange a ticket, either by using the HB:FEX format or ARNE

(Automated Refunds and Exchanges), and a refund is due, you may be able
to issue an MCO for the residual value of the ticket. Before you issue the
MCO, make sure that the airline permits it by checking the Penalty and
Change categories of the fare rule.

When you process your exchange using the HB:FEX format, you need to
complete the MCO manually.

When you request an MCO for residual value through ARNE, ARNE saves
an MCO in the PNR. Just as in the first MCO example, you can display the
MCO and then enter Y in the Issue Now field to issue it.

The following is an example of a completed MCO screen.

Points to note:

The first passenger from the PNR automatically appears in the

Passenger Name field. For multi-passenger PNRs, you may
overtype the name.

Valid for – must contain RESIDUAL as the first word in the field.

Related tkt number – is the new (13-digit) ticket number.

Validating carrier – must match the airline code in the Related tkt
number field.

FOP – does not have to match the FOP used on the new ticket.
Use cash (S), check (CK) or a credit card override
(XAX370000000000028). If the actual credit card number is
used, a temporary hold is placed on the credit limit.

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Summary

In this module, you learned to:

Issue an electronic service fees through Apollo

Issue an automated MCO through Apollo

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Module 6 Review
Using your Course Book, ASK Travelport, or Help, answer the following questions.

1. What is the linear format to issue a service fee of $100.00 with a new form of payment of
American Express 370000000000028 and expiration date October 2015?
For Canadian agents only: Include an XG tax of $6.00.

2. On the service fee fill-in format screen, what is the difference between the Fare field and the
Commission field?

3. What is the format to display document numbers in a PNR?

4. What is the format to void service fee document number 8909900105176?

5. What is the format to display document numbers in a PNR?

6. What is the format to display an MCO fill-in format?

7. How can you identify an MCO that has been issued for residual value on a refund?

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Module 7: Process Exchanges

When you need to exchange tickets, Apollo automates the process for you.
Using Apollo you can perform all types of exchanges quickly. You can also
process partially flown tickets and void exchanges.

Module Objectives
Upon completion of this module you will be able to:
Use ETREA to perform the following exchanges:
Even
Add collect
Refund
Exchange a partially flown ticket.
Void an exchange.
Process certificates and vouchers.
Revalidate e-tickets.
Process Canadian negative taxes.

ETREA
HELP ETREA

ETREA is the Electronic Ticket Refund and Exchange tool in Apollo. You can
use ETREA to exchange or refund an electronic ticket without printing the
unused flight coupons.
Use ETREA to process the following exchanges:
Even
Add collect
Refund
You establish linkage to these documents in the HMET table. This table
allows you to indicate when and on which printer the refund/exchange
authorizations should print.

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Before processing an exchange, complete the following tasks:

1. Display the PNR.
2. Change the PNR to reflect the new itinerary.
3. Enter an ATFQ field for the new ticket (T:$B or HHPR).
Note: You must store fares individually for multi-passenger PNRs and
you need to execute exchanges individually.
4. Add a Received field and save the PNR.

U.S. Exchange Screen

The following screen is an example of the U.S. Exchange screen.

The following table lists the U.S. Exchange screen fields.

Field Description

EXCHANGE TKTS Original ticket number for all valid coupons including
check digit.
TKT1/CPN Original document and coupon number.
TKT2/CPN Original document and coupon numbers from
second document (if applicable).
COMM Commission on original ticket. Can be commission
amount or percentage taken on original ticket.
ORIG FOP Original form of payment (e.g. CK).
EVEN Indicate an even exchange with X. Optional field.
TTL VALUE OF EX TTL value of exchange coupons including taxes.
TKTS USD Blank if an even exchange.
ORIG BRD/OFF Original origin/destination codes if exchanging after
commencement of travel.
TX1/TX2/TX3 Taxes from exchange ticket for additional collection
or refund. Leave blank for even exchange.
Note: In U.S.TX3 field not used in Apollo.
ORIG ISS City code of the issuing city.

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Field Description

ORIG DATE Original issue date.

ORIG IATA NBR Issuing office IATA number.
ORIG TKT Original ticket number.
ORIG INV NBR Original invoice number if applicable.
PENALTY USD Penalty for cancelling original ticket.
COMM ON PENALTY Amount agency receives for handling exchange
transaction. May be an amount or percentage.

Canadian Exchange Screen

The following screen is an example of the Canadian Exchange screen.

The following table lists the Canadian Exchange screen fields.

Field Description

EXCHANGE TKTS Original ticket number for all valid coupons including
check digit.
TKT1/CPN Original document and coupon number.
TKT2/CPN Original document and coupon numbers from
second document (if applicable).
COMM Commission on original ticket. Can be commission
amount or percentage taken on original ticket.
ORIG FOP Original form of payment (e.g. CK).
EVEN Indicate an even exchange with X. Optional field.
TTL VALUE OF EX TTL value of exchange coupons including taxes.
TKTS CAD Blank if an even exchange.
ORIG BRD/OFF Original origin/destination codes if exchanging after
commencement of travel.
TX1/TX2/TX3 Taxes from exchange ticket for additional collection
or refund. Leave blank for even exchange.

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Field Description

ORIG ISS City code of the issuing city.

ORIG DATE Original issue date.
ORIG IATA NBR Issuing office IATA number.
ORIG TKT Original ticket number.
ORIG INV NBR Original invoice number if applicable.
PENALTY CAD Penalty for cancelling original ticket.
COMM ON PENALTY Amount agency receives for handling exchange
transaction. May be an amount or percentage.
TAX ON PENALTY Amount of tax on penalty.
TP1..TP2..TP3 Tax on penalty amounts

Canadian agents must complete all the required fields on the $EX screen
before the Paid Tax screen appears. The $TP screen contains space for 20
paid taxes and any associated PFC breakdown.

After you have completed the $TP screen, the $MR for additional collection
appears, unless the exchange is an even exchange, to allow you to enter the
additional collection form of payment.
You can perform an even exchange, add collect, and refund from a:
Paper ticket to e-ticket.
Paper ticket to paper ticket.
E-ticket to e-ticket.
E-ticket to paper ticket.
When exchanging an e-ticket, many of the exchange screen fields are pre-
populated. When exchanging a paper ticket, the fields are blank.
Note: In Canada, exchanging e-ticket to e-ticket is the only option as only e-
tickets are used.

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Steps to Process an Exchange

To process an exchange, use the following steps.

1. To identify the affected coupons, display the e-ticket record in one of two
ways:
- From the PNR, enter: *HTE
- By ticket number, enter *TE/xxxx (xxxx = ticket number)
2. Based on the type of exchange, enter one of the formats in the following
table.
To exchange: Use this format:

E-ticket to e-ticket (first ATFQ field) HB1:FEX01234567890123

E-ticket to e-ticket (second ATFQ field) HB2:FEX01234567890123
E-ticket to paper HB:FEX01234567890123/PT
Paper to e-ticket HB:FEX
Paper to paper HB:FEX/PT

The following screen is an example of a completed exchange screen for

an even exchange.

3. To complete the exchange screen fields, use the guidelines in the

following table.

Complete this field: When: Mandatory? Enter this information:

EXCHANGE TKTS Exchanging all coupons Yes, unless For all coupons, type ticket
or exchanging you have number you are exchanging
conjunction tickets. completed including check digit.
TKT1 field. For conjunction tickets, type
ticket number you are
exchanging including check
digit and last three numbers
of last ticket in ticket set.
Note: Pre-populated for
conjunctive e-tickets.
TKT1/CPN Performing a partial Yes, unless Ticket number including check
exchange (not all you have digit and associated coupon
coupons). completed number(s) you are exchanging.
EXCHANGE Note: Pre-populated for single e-
TKTS field. tickets.

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Complete this field: When: Mandatory? Enter this information:

TKT2/CPN Using conjunction No Original document ticket number

ticket number including and coupon number from second
check digit and coupon document.
number(s) of a partial Note: Not used for e-tickets.
exchange.
You have an unrelated
ticket number and check
digit and coupon
number(s).
COMM Exchanging all tickets. Yes Commission dollar amount
($00.00) or percentage (0.00/)
taken on original ticket.
ORIG FOP Exchanging all tickets. Yes Original form of payment. You
cannot enter a credit card
override FOP (CC).
You can enter a miscellaneous
FOP (X).
Note: Pre-populated for e-tickets.
EVEN Processing an even No X to indicate an even exchange.
exchange. Note: Leave blank if not even
exchange.
TTL VALUE OF EX TKTS Exchanging all tickets. Yes, unless Total value of exchanged coupons
you have including taxes.
marked the May require agent update in case
EVEN field. of a penalty or a residual value
Note: Pre-populated for e-tickets
when all coupons are available for
exchange.
ORIG BRD/OFF Exchanging tickets after No Original origin/destination codes.
commencement of travel. Note: Pre-populated for e-tickets.
TX1 Processing all exchanges Yes, unless Tax values and tax codes from
except an even you have exchange ticket for additional
exchange. marked EVEN collection or refund.
field. Note: Pre-populated for e-tickets.
TX2 Processing all exchanges Yes, unless Tax values and tax codes from
except an even you have exchange ticket for additional
exchange. marked EVEN collection or refund.
field. Note: Pre-populated for e-tickets.
TX3 Processing all exchanges Yes, unless Tax values and tax codes from
except an even you have exchange ticket for additional
exchange. marked EVEN collection or refund.
Note: TX3 field not used field. Note: Pre-populated for e-tickets.
in U.S. TX3 field used in Canadian subscribers: If any 0.00
Canada for third tax box taxes, enter 0.00 using any tax
on original ticket code not already used, i.e. MCO
no taxes 0.00 CA 0.00 XG 0.00XT

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Complete this field: When: Mandatory? Enter this information:

ORIG ISS Exchanging all tickets. Yes OAG city code (i.e. CHI, WAS) of
original issuing agent location.
Note: Pre-populated for e-tickets
with city code of issuing agent.
ORIG DATE Exchanging all tickets. Yes Original issue date in DDMMMYY
Note: Per ARC in U.S., format.
original issue date may Note: Pre-populated for e-tickets.
not be over one year old;
however, since some
carriers allow a ticket
exchange up to two years
old, edit on this field is
two years maximum. You
need to determine
applicability.
ORIG IATA Exchanging all tickets. No Original issuing IATA/ARC
number.
Note: Pre-populated for e-tickets.
ORIG TKT Exchanging all tickets. Yes Asterisk (*) for first exchange.
Original ticket number for
subsequent exchange.
Note: Pre-populated for e-tickets.
ORIG INV Exchanging all tickets. No Original invoice number.
PENALTY Exchanging all tickets. No Penalty Amount (e.g. $75.00).
COMM ON PENALTY If you have not entered a No Commission on Penalty Amount.
penalty amount, Apollo Type as an amount ($5.00) or as
ignores this field. a percentage (8.00/).

4. When you have completed the fields, press Enter.

The following screen confirms the transaction is complete if the
exchange results in an even exchange. Apollo issues the new coupons
and/or documents.

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Add collect exchange

HELP ADDC
If the exchange results in an additional collection, the Add Collect screen
($MR) appears with the add-collect amount.
Tab to the /F field, enter the form of payment for the ADD COLLECT amount.

Enter one of the following forms of payment:

S (cash)
CK (check, cheque)
Credit card (example: VI442706666666661)
Apollo issues the new coupons or tickets.

Refund
HELP EXCHANGE-REFUND

If the exchange results in a refund due, the refund screen ($ER) appears.

Tab to the CASH/RF field and type in the form of payment for the refund
amount: S (cash) or CK (check, cheque).
Or tab to the REFUND CARD NUMBER RN/F field and type in the credit
card number for the refund amount. Press Enter.
Apollo issues the new coupons and/or documents.

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Exchange Authorization

The exchange authorization confirms that the airline has authorized the
exchange. You can print the support document immediately when processing
the exchange or you can hold it in a buffer to print later.
To print the refund notice, type HQSD/RFD and press Enter. To set the
exchange authorization to print later, type HQSD/EXC and press Enter. To
print both, type HQSD/ALL and press Enter.
The following screen is an example of an exchange authorization.

Electronic Ticket Refund

HELP REFUND

To perform an electronic ticket refund, use the following steps.

1. Enter *HTE from the PNR to display the ticket
number, or if the PNR is past date enter *TE/0016315238174
2. Enter HBRF0016315238174
The following screen appears.

The refund authorization confirms that the airline has authorized the
refund. The coupon status changes to RFD, however update to the
reported refund amount or penalty will be made in IAR. You can print the
document immediately when processing the refund or you can hold it in a
buffer to print later.

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The following screen is an example of a refund authorization.

Exchange a Partially Flown E-ticket

S*TLQ/EXCHANGE-OUTBOUND FLOWN
ASK 6146

This section covers the procedure to exchange an e-ticket. This example

describes an exchange when the outbound is flown and the new return
fare is higher and a penalty exists.
The following screen is an example of the original itinerary.

The following screen displays the original ticket price.

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The outbound is now flown and the passenger wants to change the
return to 26 August.
The following screen is an example of the itinerary with the new return.

The following screen displays the new higher return fare.

Note: Verify with the validating carrier if the exchange should be based
on one way fares or on the original round trip fare. If the carrier advises
you to base it on the original round trip fare, you need to build a pricing
record.
The new return is higher than the original return fare and you need to
collect a penalty. Use the following steps to build a pricing record.
1. Display or create the PNR with the new reservation information.
2. Type HHPR and any required modifiers to display a blank pricing
record for the new ticket.
Note: If exchanging e-tickets for multiple passengers, you must
create separate pricing records by using name select, i.e. HHPRN1.
If no commission was collected, enter Z0 so you do not have to add
in the fill-in.
3. Tab to the F/B column and enter the new fare basis codes for each
segment that does not show VOID.
4. Leave the VALUE column blank.
5. Leave the NVB column and the NVA column blank.
6. Tab to the second set of dots after the word FARE and add the
amount of the original outbound base fare plus the amount of the
new return base fare and enter the amount in the FARE box.

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7. Calculate the new base fare based on the above example itinerary.
The original base fare was 563.72. The outbound portion was
254.88. The new return base fare is 368.37. Adding the original
outbound base fare 254.88 plus the new return base fare 368.37
equals 623.25. Enter the new base in the FARE box.
8. Tab to the DO TAXES APPLY field and enter Y.
9. If any commission was collected, tab to the COMM field and enter
the commission amount from the original ticket plus any
commission collected on a penalty or higher priced return class of
service.
10. Tab to the F CONST field and enter Y.
11. Tab to the word BOOK and press Enter.
The completed $NME screen appears.

12. Press Enter.

The TAX BREAKDOWN screen appears showing the new base fare
as 623.25.

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13. Calculate the new US tax by typing XX623.25B and pressing Enter.
The new US tax and total appear.

14. On the TAX BREAKDOWN screen enter the new US tax, all the
other applicable tax amounts, and the tax type from the original
ticket. Apollo will calculate the total.
15. If PFC charges were collected on the original ticket, tab to AIRPORT
FIELDS at the bottom of the screen and enter the city/airport at
which the PFCs were charged. In the AMT fields show the amount
that was collected. Press Enter.
Note: If the routing has changed on the return, the PFCs may be
different. If you are doing a pricing record in foreign currency, you
will need to add the ROE.
Example of Completed Tax Breakdown Screen

16. If you entered any ZP taxes the TAX BREAKDOWN screen, the U.S.
FLIGHT SEGMENT TAX BREAKDOWN screen automatically
appears.
17. Tab to each applicable airport field and enter the corresponding
airport code amount.
18. Press Enter.

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Example of Completed US Flight Segment Tax Breakdown

Screen

19. When the asterisk appears, enter HBT for a single passenger or
HBTA for multiple passengers.
Note: You would not store multiple passengers in a pricing record if
exchanging e-tickets.
The LINEAR FARE CONSTRUCTION screen appears if F CONST
set to Y in the $NME screen.
20. Tab to the top line where the cursor stops and enter the linear
showing the outbound routing, fare basis code, and fare from the
original ticket and the return routing fare basis code, and fare for the
new return. Do not type past the end of the dots on the displayed
lines.
Example of Completed Linear Based on Original Ticket and New
Return

21. Tab to the end of the FARE CONSTRUCTION screen and press
Enter.
Apollo responds with PRICING RECORD ADDED.
22.Type T:OK and press Enter.
23. When you receive an asterisk (*), enter a Received field, type ER,
and press Enter.

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24. With the PNR containing the new pricing record displayed, use one
of the following formats to request the applicable exchange fill-in
format:
E-ticket to e-ticket.......HB:FEX01234567890123 (ticket number
required)
E-ticket to paper..........HB:FEX01234567890123/PT (ticket
number required)
Paper to e-ticket.........HB:FEX
Paper to paper............HB:FEX/PT
If the PNR has multiple ATFQs, select by ATFQ line number.
Example: HB1:FEX0123456789012 or HB3:FEX0123456789012/PT
Most fields appear pre-populated for e-ticket exchanges. For partially
used tickets, you may need to fill in the TTL VALUE OF EX TKTS
USD and TX1 and TX2.

To complete e-ticket exchange screen, use the following steps.

1. Tab to the COMM field and enter the commission received on the
original ticket. If you are entering a percentage amount, add a slash
after the amount (0.00/). If you are entering a dollar amount, enter a
$ sign before the amount ($20.00).
Note: Enter X in the EVEN field, only if there is no add/collect or
refund expected.
2. If there is no change in the fare and no penalty or no refund to apply
to the original form of payment or if carrier is allowing residual to go
on an MCO, tab to the TTL VALUE OF EX TKTS field and enter the
total amount of the original ticket.
3. Tab to the first tax field TX1 and enter the US tax, tab to the second
tax field TX2 and enter the XT tax.
4. If you are collecting a penalty, tab to the PENALTY field and enter
the amount. Tab to the COMM ON PENALTY field and enter the
commission if applicable, usually 0.00/. If there is no penalty, leave
both fields blank.
5. If there is no penalty, leave the last line of the $EX exchange screen
blank, tab to the COMM ON PENALTY field and press Enter.

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Example of Completed Exchange Screen

If you are processing an add collect exchange, the Multiple Receivables

($MR) screen appears.

Tab to first dot after /F and enter the form of payment for the add collect
and press Enter. The form of payment can be S-Cash, CK-check, or
VI4427806666666661-credit card. Use a plus sign (+) to add the credit
card expiration or approval code (+D1213+*1234).
If you make an entry error here, type $EX and press Enter to redisplay
the first exchange screen.
The following screen is an example of a completed $MR screen using a
credit card with expiration date and approval code.

The exchange should now issue.

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Void an Exchange
HELP RRVE
You can only void exchanges on the same calendar day of the exchange
and only for participating carriers.
Example
To void exchange ticket number 9991234567890 type
RRVE/9991234567890 and press Enter.
RRVE is the function identifier, 999 is the 3-digit airline number, and
1234567890 is the 10-digit ticket number.

Process Certificates and Vouchers

HELP VOUCHER

ARC has specific procedures for processing carrier issued certificates and
vouchers. ARC identifies them as follows:
Type A: Discount certificate. The authorization to issue a ticket at a
reduced amount using the discount certificate as support. The certificate
has no monetary value.
Type B: Voucher. The authorization to issue a ticket at the full value using
the voucher as partial payment. The voucher has a monetary value.

Priceable Type A Certificate

HELP CERTIFICATE

To issue a priceable type A certificate, use the following steps.

1. Build or retrieve the PNR.
2. Determine the amount of the discount indicated by the certificate.
3. Determine from the certificate the ticketing modifiers needed to issue the
ticket.
4. Store the discount and the ticketing modifiers in the ATFQ field.
Example: T:$B*DFT75/GTDENT94+EBVALID¤CO¤ONLY+
EB00514876567890
5. Type HB: and press Enter to issue the ticket.
Note: This procedure does not require a refund exchange notice (REN).

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Unpriceable Type A Certificate

To issue an unpriceable type A certificate, use the following steps.

1. Build or retrieve the PNR.
2. Determine from the certificate the ticketing modifiers needed to issue the
ticket.
3. Request a pricing record including the ticketing modifiers by typing HHPR
plus any applicable modifiers.
Example:
HHPRZ10/GTDENT94+EBVALID¤CO¤NONREF+EB00514876567890
Apollo displays the NAME itinerary screen.
4 Fill in the NAME itinerary screen by first tabbing to under F/B and enter
the fare basis code for each segment.
5. Tab to under VALUE and enter the base value of local or through fares
minus the discount amount for that portion of the itinerary. For
connections, enter 0.00 on the initial legs.
6. Tab to under NVB and NVA and enter any applicable not valid before and
not valid after days for each segment.
7. Tab to the second set of dots next to FARE and enter the total base fare
amount.
8. Tab to the DO TAXES APPLY field and enter Y if taxes apply or N if no
taxes apply.
9. Tab to the COMM field and enter the commission amount that you are
entitled to either as a dollar amount ($32.50) or as a percentage (10.00/).
Note: If you used the Z (commission) modifier in the HHPR format, this
field appears filled in.
10 Tab to the numbered TD fields, which correspond with the 4 segments in
the top of the fill-in format page. Enter any ticket designators for each
segment in these fields.
Note: If you used the GTD modifier in the HHPR format, the TD fields
appear filled in.
11. Tab to BOOK and press Enter. If you entered Y in the DO TAXES
APPLY field, a tax breakdown screen appears. If you entered N in this
field, the tax breakdown screen does not appear. Skip steps 12 through
15 and go to step 16.
12. Tab to the first TX field. You must enter a minimum of one tax in this
field. Show the amount in the first set of dots and the tax code in the
second set of dots.
Note: You cannot enter 0.00 in these fields. If the ticket is tax exempt,
enter and E in place of the dollar amount.
PFCs appear with an XF tax code. When you enter a PFC amount with
an XF tax code, you must enter the appropriate 3-character airport codes
and the applicable facility charge collected. Show this in the bottom US
PASSENGER FACILITY CHARGE fields.

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13. Press Enter and Apollo responds with an asterisk.

14. Type HBT for a single passenger or type HBTA for multiple
passengers and press Enter.
Apollo responds with PRICING RECORD ADDED.
15. Type T:OK and press Enter to change the ATFQ field to OK.
16. Type ER and press Enter to end transact and retrieve the PNR.
17. Type HB: and press Enter to issue the ticket.

Note: This procedure does not require a refund exchange notice (REN).

Type B Voucher
HELP VOUCHER

To issue a ticket using a voucher as a partial payment, use the following

steps.
1. Store the full applicable fare with the necessary
ticketing modifiers in the ATFQ field. The amount of the voucher will be
subtracted from the full applicable fare in the exchange fill-in format.
2. To issue the ticket as an exchange, enter one the formats in the
following table.
To exchange: Use this format:

Paper to e-ticket HB:FEX

E-ticket to e-ticket HB:FEX01234567890123 (ticket number
required)
E-ticket to paper HB:FEX01234567890123/PT (ticket
number is required)
Paper to paper HB:FEX/PT

Note: For multiple ATFQs, select by ATFQ line number, i.e.

HB2:FEX/PT
3. Complete the exchange fill-in format with the screen below as an
example using the guidelines in the following table.
Note: If the original ticket is paper, the fill-in format appears blank. If the
original ticket is an e-ticket, some fields may appear pre-populated.

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In this field: Do this:

EXCHANGE TKTS Leave blank.

TKT1 Enter voucher document number.
CPN Enter 1 for one voucher
TKT2/CPN Leave blank.
COMM Enter 0.00/
ORIG FOP Defaults to XCERT
EVEN Leave blank.
TTL VALUE OF EX TKTS Enter value of voucher
ORIG BRD/OFF Leave blank.
TX1/TX2 Enter 0.00
TX3 Does not apply to U.S.
ORIG ISS Enter HDQXX (XX = airline code)
ORIG DATE Enter voucher date or today’s date, i.e.
12JAN11.
ORIG IATA Enter issuing office IATA number.
ORIG TKT Enter an asterisk (*).
ORIG INV NBR Leave blank.
PENALTY USD Leave blank.
COMM ON PENALTY Leave blank.

4. Press Enter.
5. On the MULTIPLE RECEIVABLES screen, tab to the /F field and enter
the form of payment for the additional collection.
6. Press Enter.

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Revalidate E-Tickets
HELP REVAL

The following guidelines apply for revalidating e-tickets in Apollo:

Airline must participate in e-ticket revalidation. See Ask 23546 for
revalidation participants.
Applies to date/time/flight number change and does not apply to change
to fare/routing/airport/airline.
Booking must exist in the airline's ETR database.
Coupon status must be OPEN or ARPT.
May revalidate previously exchanged e-tickets

May revalidate multiple times

May not cancel revalidation.

Must verify fare (T:V) or store fare (T:$B or HHPR) in PNR.

Must end transact and retrieve PNR.

To revalidate an e-ticket for participating airlines, use the following steps.
1. Change the reservation.
2. End transact and then retrieve the PNR.
In this example, the flight was changed from 23Oct to 24Oct and the
routing, fare, and tax amounts are the same. Here is the new itinerary.

3. Display the electronic ticket receipt (ETR) and verify that the coupon is
OPEN or ARPT status.
4. Type *HTE and press Enter.
The ETR appears. Notice the original date of 23Oct appears on the ETR.

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5. Revalidate the first coupon to be revalidated by entering:

HBRVS1/TN1349900809209/C01

Apollo responds: ELECTRONIC TICKET REVALIDATED

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6. Repeat step 3 for each coupon that you need to revalidate.

When you redisplay the ETR, the new Oct 24 date appears.

Apollo does not report revalidation data to ARC or to BSP. Revalidation

data does not appear in TINS or in DAR and Apollo does not send a
MIR.
Apollo sends the revalidation to the airline in a ticket number notification
(TKNE) SSR message. It appears in the passenger data area of the PNR
and in the PNR history.

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Process Canadian Negative Taxes

This section contains the procedure for Canadian subscribers to
complete and submit an exchange that has negative values and report
accurate data to BSP.
Before you begin, have the complete fare breakdown and taxes of the
original and new fares.
The following table is an example of a ticket exchange with an additional
collection. The original fare is non-refundable but allows changes with a
penalty. There is no refund amount to the traveler.

Original ticket New ticket Data used for HB:FEX

($EX and $TP)
YUL/ORD/YUL YYZ/WAS/YYZ
Base fare: 711.00 Base fare: 343.00 Base fare: 343.00

7.94 CA 7.94 CA 7.94 CA

20.00 SQ 25.00 SQ 20.00 SQ
2.63 AY 2.63 AY 2.63 AY
33.84 US 33.84 US 33.84 US
5.25 XA 5.25 XA 5.25 XA
4.73 XF 4.73 XF 4.73 XF
7.36 XY 7.36 XY 7.36 XY
36.95 XG 18.80 XG 18.80 XG
1.57 XQ - XQ - XQ (removed)
(Quebec Service
Tax for travel
commencing in
Quebec)
TOTAL = 831.27 TOTAL: 448.55 TOTAL VALUE OF EXCH
TKTS = 443.55
Penalty = 75.00
Taxes on penalty = .75 XG
= 5.91 XQ
TOTAL ADD COLLECT AMOUNT =
$5.00 SQ + Penalty + taxes on penalty =
89.66

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Use the following steps.

1. Compare the base fare of the original ticket with the base fare of the
new ticket and make note of the lower or equal value. In this
example, $343.00 is the lowest base fare.
2. Compare the tax amounts/codes of the original ticket with the tax
amounts/codes of the new ticket and make note of the lower or equal
value for each tax. In this example, all taxes amounts from the
original ticket are lower except for the XG tax where the lower is the
value of the new ticket at $18.80. Make note of any tax amount/code
that no longer applies to the new ticket, if applicable. In this example,
the XQ tax no longer applies.
3. Add all amounts: lower or equal base fare + lower or equal tax total.
Do not calculate tax amounts/codes that no longer apply to the new
ticket or any new tax amounts/codes. This amount is used to replace
the TOTAL VALUE OF EX TKTS value in the $EX screen when
processing the exchange.
The amounts for this example appear in the data used for HB:FEX
($EX & $TP) column: Lower or equal base fare ($343.00) plus lower
or equal tax total ($100.55) equal TOTAL VALUE OF EX TKTS
($443.55).
4. Issue the ticket in exchange by requesting HB:FEX with the ticket
number, e.g. HB:FEX0149900435655
The $EX screen appears.

5. Complete the screen following the usual process. Change the value
of the TOTAL VALUE OF EX TKTS field to the amount calculated at
Step 3. Also indicate penalty amount and taxes, in the appropriate
fields if applicable.
In this example, change the TOTAL VALUE OF EX TKTS amount to
$443.55, add penalty $75.00, taxes on penalty $3.75 XG and $5.91
XQ.

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The following screen is an example of the updated $EX screen.

6. When you have completed the $EX screen, press Enter.

The $TP (Taxes Paid) screen appears.

This screen shows all the taxes paid on the original ticket.
Note: If the ticket has been partially used, the $TP screen may not
display any tax amounts/codes. If empty, enter the lower or equal
value amounts as per Step 2.
7. Change the corresponding taxes to lower values if applicable as per
Step 2. In this example, overtype the paid XG amount to $18.80.
Remove tax amounts and tax codes that no longer apply to the new
fare by replacing them with dots.
If you are removing tax amounts and codes, you may have to
reposition some of the other applicable tax amounts and codes.
Also add the original ticket PFC (Passenger Facility Charge) airport
code and amount at the bottom of the screen, if applicable. In this
example: Tax 8 is $1.57 XQ and it is no longer required, Tax 9 is
$4.73 XF (last tax code) and it is still required. Tab to Tax 8 and
overtype with $4.73 XF and add dots to replace Tax 9. Also add
ORD $4.50 under PFC at the bottom of the screen.

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The following screen is an example of the updated $TP screen.

8. Press Enter after last tax code entered.

If there is an additional collection, the $MR screen appears. Enter
the form of payment used for the additional collection. If this is an
even exchange, the ticket is issued.
In this example, the additional collection is $89.66 ($5.00 SQ,
penalty $75 + taxes on penalty).

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Module Review
Using your Course Book or online Help, answer the following questions.

1. What is the Apollo tool for processing exchanges?

_______________________________________________________________________________

2. What are the three types of exchanges you can process in Apollo?

_______________________________________________________________________________

3. What is a Type A Discount Certificate?

_______________________________________________________________________________

4. What is a Type B Voucher?

_______________________________________________________________________________

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Module 8: Refunds
You can issue a refund for an unused or partially used ticket. Both US and
Canada permit a full refund on an unused ticket that is fully refundable. For
partial refunds, US and Canada have very different procedures.

It’s the travel agent’s responsibility to read the fare rules and compute the
refundable amount on each ticket. Also see ―Module 9: Automated Refunds
and Exchanges‖ for an automated tool that computes refunds for the US and
full refunds for Canada.

When you request a refund for an e-ticket, a message is sent to the validating
airline. If the airline authorizes the refund, they send a Refund Authorization
Document, which authorizes you to issue the refund. When refunded, the
electronic ticket coupons change to status RFND (refunded).

For more information, see: HELP REFUND

Module Objectives
Upon completion of this module you will be able to:
Issue a full refund
Issue a partial refund for US
Issue a partial refund for Canada
Cancel a refund transaction

Issue a Full Refund

A full refund is defined as a refund for the exact amount of the original ticket
with no penalties or fees deducted. The following procedure is the same for
both US and Canadian full refunds. For Canada, there are a few instances
where you need to follow the partial refund process for full refunds. See the
―Issue Partial Refunds (Canada)‖ section in the module for details.

Before you can issue a refund, check the fare rules to determine if a full refund
is permitted. You may request a refund either with or without an active PNR in
your AAA.

Use the following steps to issue a full refund.

1. To display the electronic ticket receipt (ETR):

From a display PNR enter: *HTE

Without a PNR, enter: *TE/0019900105410 (13-digit ticket number)

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The following is an example of an ETR:

2. Verify that the status in the USE column is either OPEN or ARPT.
In the example above the status for both segments is OPEN.

3. Request a refund using one of the following formats:

For US full refunds, enter the refund function identifier (HBRF)

followed by the 13-digit ticket number:
Example: HBRF0019900105410

For Canada full refunds, enter the refund function identifier

(HBRF) followed by the 13-digit ticket number, a slash, the routing
code (RC-11), a slash, and the full refund identifier (RF)
Example: HBRF0019900105410/RC-11/RF

The following alert confirms that a refund has been issued.

US message:

REFUND AUTHORIZATION DOCUMENT ISSUED

Canada message:

YOUR REFUND WAS SUBMITTED AUTOMATICALLY TO BSP

NO FOLLOW-UP PAPERWORK IS REQUIRED
MIR ISSUED – TTL FARE 2245.67

In addition, if you redisplay the ETR, the coupon status is now RFND.

Depending upon how your linkage table is set up, the refund
authorization prints immediately or is placed in a buffer area to be
printed later. See the HMET table. For information, see: HELP
HMET.

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Issue Partial Refund (US)

Due to processing changes in the Airline Reporting Corporation’s (ARC)

Interactive Agent Reporting (IAR), you may not use the HBRF format to
process a partial refund. Automated Refunds and Exchanges (ARNE) is the
preferred method for issuing partial refunds for participating airlines. See
―Module 9: Automated Refunds and Exchanges‖ for details.

If you are not able to process a partial refund through ARNE, you also have the
option to process it through ARC/IAR. See www.arccorp.com or ASK
Travelport answer 30223 for details.

There are a few airlines that have e-ticketing agreements with Apollo but not
with Worldspan. For these airlines only, after processing the refund through
ARC/IAR, you also need to change the coupon status to RFND, either by
entering the HBRF format (e.g. HBRF0123456789012) or contacting the
airline.

Issue Partial Refunds (Canada)

The partial refund process allows agents in Canada to complete one or two fill-
in format screens in Focalpoint to refund e-tickets for which a partial refund is
due. See ASK Travelport answer 16218 for more details.

In addition, the process is used for some full refunds, as noted in the ―When to
Use‖ section. This process performs the following functions:

Updates the airline database to show the coupon status as RFND.

Reports the refund transaction to BSP Canada.

Updates the DAR/TINS table (HMPR*L)

Issues a refund Machineable Interface Record (MIR) based on the MIR

Options Table (MMOD) and the MIR Type Table (MMTD).

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When to Use

You can use the partial refund process for the following types of e-tickets.

Partially used e-tickets

Unused e-tickets with tax-only refund

Full and partial refunds for previously exchanged e-tickets that require
a refund transaction and the form of payment is cash or cheque. For
credit card payment, please see exceptions.
Note: Use the RP modifier for both full and partial refunds.

Full and partial refunds for net fare e-tickets with a GT modifier
Note: Use the RP modifier for both full and partial refunds.

When reporting a commission recall

Refund transactions that have a waiver code

Points to note:
- Use RF modifier for full refunds with waiver code and RP modifier
for partial refunds with waiver code
- Waiver code is reported to BSP automatically and reported and
settled with the airlines
- Waiver code is not included in the DAR/TINS or MIR
- Waiver code prints on the Refund Authorization Document

It’s important to note that the refund:

Must be requested by the same issuing agency

Is not permitted against completely used or voided e-tickets

Is valid if the ETR resides in the airline database

Is for the same form of payment as the sale—cash, cheque, charge

or invoice, as specified by the ticketing airline

May be requested when the validity of the ticket has not expired
and issue date is within 13 months of refund date

The following exceptions apply:

For VMPDs, use the Canadian Refunds Tool/Application on your

Companions menu to report the refund to BSP.

For previously exchanged tickets where the original form of

payment was credit card and for all Iberia (IB) refunds where the
original FOP was credit card, use the Canadian Refunds
Application on your Companions menu to report the refund to BSP
as well as the HBRF transaction with no modifiers to notify the
airline and change the coupon status to RFND.

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Before You Begin

Although some data is pre-populated on the fill-in format screens based on the
ETR, you need to have the following data ready before you begin:

Base fare paid, for previously exchanged and net fare tickets. This
field is pre-populated for other tickets.

Base fare used

Base fare refund

Recall commission

Penalty amount

Total refund due

Refund on taxes, including breakdown and tax codes

Steps to Issue Partial Refund (Canada)

You may issue a partial refund with or without a retrieve PNR. Use the
following steps to issue a partial refund for an e-ticket.

1. Enter the partial refund format:

Examples:
HBRF0169900431191/RP/RC-01
HBRF0169900431191/RP/RC-01/WC-12DF45

Notes:
RP is the partial refund modifier.
RC- is the routing code modifier
WC- is the waiver code modifier.

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Screen 1 of the fill-in format appears.

The fields on the top half of the screen are pre-populated with the data
from the ETR and cannot be changed.

2. Tab to each field on the bottom half of the screen and, if applicable,
enter the appropriate data.

Points to note:

- All fields are mandatory unless otherwise indicated.

- All amounts must show correct decimal placement.

The following table lists all updatable fields on the screen and their
descriptions. For additional information, see: S*PRO/TICKET-
PARTIAL REFUNDS
Field Description
>$HBRF1 Screen 1 of fill-in format. To
redisplay this screen before
completing the refund, enter this
format.
NAME Passenger name.
DOCUMENT NUMBER 13-digit ticket number including
airline code. Last three digits of
conjunctive tickets are included,
if applicable.
UNUSED COUPONS FOR Coupons with OPEN or ARPT
DOC1:… status on the ETR for each
document.
ISSUE DATE Original issue date.
IATA Issuing agency's IATA number.

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Here is an example of a completed screen.

3. After you add Y or N in the REFUND ON TAXES field, press Enter.

- If you entered N, you have completed the process. The following

message appears.
YOUR REFUND WAS SUBMITTED AUTOMATICALLY TO BSP

- If you entered Y, Screen 2 appears:

Points to note:
The fields on the top half of the screen are pre-populated with data
from Screen 1.
To change data that you entered on Screen 1, enter $HBRF1 to
redisplay Screen 1 and make the changes. When you re-enter at
the REFUND ON TAXES field, you may complete Screen 2. The
changes may only be made before submitting the refund.
All amounts must show correct decimal placement.

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4. Tab to each field on the bottom half of this screen and, if applicable,
enter the appropriate data. The following table lists all updatable fields
on this screen and their description.
Field Description
>$HBRF2 Identifies Screen 2/tax breakdown of fill-
in format.
T1 - T19 Taxes may be entered in any order but
tax boxes cannot be skipped. The XT
tax code may only be entered in tax box
20, and each tax box must be filled in
order to enter a tax in tax box 20 (T20).

Note: If there is a tax on penalty, deduct

it from the refundable tax of the same
tax code on the tax screen.
T20 If there are taxes entered in the first 19
T fields and there are more taxes, enter
the total remaining taxes in T20 with tax
code XT.
APT1 - APT4 If an XF tax appears in one of the T
fields, enter the city code (Example:
CHI) and amount for each passenger
facility charge in USD (US Dollars).
TOTAL REFUND DUE This amount must equal BASE FARE
REFUND minus PENALTY AMOUNT
plus TOTAL REFUNDABLE TAXES.

Here is an example of a completed screen.

5. After you enter the TOTAL REFUND DUE, to submit the refund, press
Enter.

The following message appears:

YOUR REFUND WAS SUBMITTED AUTOMATICALLY TO BSP

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Cancel a Refund
You can cancel a refund on the same day that you issued a refund for
participating airlines. See ASK Travelport answer 29785 for a list of
participants. For more information, see: HELP HBRC

For US subscribers who processed the refund using the HBRF format, the
cancel refund transaction must be on the same day that the original ticket was
issued and refunded.

For US subscribers who processed the refund using ARNE, and for Canadian
subscribers, the refund and cancel refund transactions must be performed on
the same day, but the original ticket may be issued on an earlier day.

The format to cancel a refund is the function identifier HBRC, followed by the
13-digit ticket number.

Example: HBRC0019900105423

The following message appears:

REFUND CANCELLED

Note: To cancel a refund that was issued in a branch pseudo city, add a slash
and the pseudo city code.

Example: HBRC0019900105423/GK5

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Summary

In this module, you learned to:

Issue a full refund

Issue a partial refund for US

Issue a partial refund for Canada

Cancel a refund transaction

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Module 8 Review

Using your Course Book, or Online Help, answer the following questions.

1. What is the format to issue a full refund for ticket number 0015421105410?
(For Canadian agents: Routing code is 91.)

2. How do you display an electronic ticket record from a PNR? Without a PNR for ticket number
0015421105410?

3. For US locations, you have the option to issue a partial refund through ARNE or ____________.

4. Here is a format to request a partial refund in Canada:

HBRF0169900431191/RP/RC-01/WC-12DF45
Explain the following modifiers: /RP, /RC-01, /WC-12DF45

5. You accidentally refunded the wrong ticket yesterday. Can you cancel the refund today?

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Module 9: Automated Refunds and Exchanges (ARNE)
Automated Refunds and Exchanges (ARNE) automates the process of
refunding or exchanging electronic tickets and calculates the residual value of
e-tickets for you to refund or exchange. For more information, see: HELP
ARNE

For exchanges, ARNE provides the fare for the new ticket based on the new
itinerary fare in conjunction with the residual value of the old ticket and any
penalties.

For refunds, ARNE determines the residual value of the ticket, based on open
coupons, historical fares, and any applicable penalties.

Your agency needs to be activated for ARNE before you can use it. See ASK
Travelport answer 3333 to access a registration form. There is a small charge
for each successful ARNE pricing request.

Module Objectives
Upon completion of this module you will be able to:
Describe when to use ARNE
Process ARNE exchanges
Process ARNE refunds

When to Use

You may process refunds and exchanges through ARNE, provided that they
meet the following requirements, which are also found in: HELP OVERVIEW-
ARNE for the US or S*PRO/ARNE for Canada.

Tickets are eligible for processing through ARNE when the PNR contains:
Single or multiple passengers
Note: For multiple passenger refunds, request the refund outside the
PNR.
Single airline or multiple airlines; provided all airlines are ARNE
participants and all airlines have ticketing agreements with the
validating carrier. See ASK Travelport answer 3337 for a list of
participants
Exception: For international itineraries, travel must be on one airline.
Public fares or airline private fares
Trip construction of one way, round trip, circle trip, single open jaw, or
double open jaw

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Tickets are eligible for processing through ARNE when the original electronic
ticket is:
Issued within the last year
Issued in CAD for Canada point of sale; issued in USD for other points
of sale;
For travel anywhere in the world
Issued without any restrictive pricing modifiers, such as BIC, FIC, or
TIC

Exchanges may be for:

US and Canada point of sale
Wholly unused or partially used itineraries
Coupons with OPEN, UNVL, or ARPT status. See ASK Travelport
answer 5947 for an explanation of coupon statuses
Voluntary changes
Previously exchanged through ARNE only

Refunds may be for:

US point of sale:
Full and partial refunds
Wholly unused or partially used itineraries
Coupons with OPEN or ARPT status
Voluntary refunds
Canada point of sale
Full refunds for wholly unused itineraries
Refund on taxes for wholly unused or partially used itineraries
Coupons with OPEN or ARPT status
Voluntary refunds

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Exchanges
For more information, see: HELP ARNE and ASK Travelport answer 3368.

This section includes the following topics:

Formats to request an ARNE fill-in format
ARNE exchange for single passenger PNR
ARNE exchange for a multiple passenger PNR

Formats

When you enter a format to request an ARNE transaction, a fill-in format

appears with the ticketing data as well as the new and old fare data. You may
request an ARNE transaction with some pricing modifiers. Ticketing modifiers
may not be included in the original request; however they may be entered in
the fill-in format.

This section includes the most common formats. For more formats, see:
HELP ARNE

Basic Formats

The following are the basic ARNE exchange formats.

To: Use this format:

Request an ARNE exchange RNEX1234567890123

Redisplay an ARNE exchange fill-in $RNEX

format before end transact

Display a completed ARNE *ARNE

exchange

Display ARNE transactions in PNR *HE

history

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Pricing Modifiers

Certain restrictive pricing modifiers are not permitted with ARNE transactions.
If you try to enter a format with these modifiers, you receive an error message.
The following are examples of the most common formats with permitted pricing
modifiers.

To request an ARNE Use this format:

exchange with:
RNEX1234567890123/PE0
No penalty

RNEX1234567890123/S1+4
Segment select

RNEX1234567890123/-ACME
Airline private fares
account code

PTC – senior fare RNEX1234567890123/*SRC65

Name select and price as RNEX1234567890123/N1-1/PB

booked
Note: Both required on
multiple passenger PNRs

Pricing modifiers in ATFQ RNEX1:1234567890123

field 1

Saved pricing RNEX1234567890123/AQ

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Single Passenger PNR

For a single passenger PNR, you can book the new flights in any class of
service and ARNE searches for the lowest applicable fare, unless the Price as
Booked modifier (/PB) is used. However, if your PNR contains programmatic
SSRs, you may have to re-enter them if the flights are rebooked in a different
class.

Use the following steps to process an ARNE exchange for a single passenger
PNR.

1. Retrieve an existing PNR and change it, or create a new PNR.

2. End transact and retrieve the PNR.

3. To obtain the e-ticket number to be exchanged, in the original PNR,

enter: *HTE

The electronic ticket record appears.

Points to note:
The ticket number is in the top left corner.
Coupons to be exchanged must show a status of OPEN,
UNVL, or ARPT.
If more than one ticket has been issued for a PNR, a list
appears with the corresponding ticket numbers.

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4. Enter the format to request an ARNE exchange.

Example: RNEX0169900105267

The ARNE exchange fill-in format screen appears.

Note that the fill-in format screen already includes most or all of the
data required to complete the exchange, including the original ticket
number, the original and new fare, the exchange results, and the
original form of payment. The only action required is to complete the
fields on the last line. However, it is possible to add or change other
data on fields that include a tab stop.

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5. Tab to the following fields and add or change data, if necessary.

Field Description

Comm on change fee Enter amount ($10.00 for US or

$1000 for Canada) or percentage
(5.00), if required.

FOP Enter new FOP data if different than

original ticket if additional collection
applies.

Tktg modifiers May enter device, commission,

generic, segment, NVB/NVA, and tour
code modifiers, if applicable.
Separate different types of modifiers
with a slash.

Accept/Issue Ticket? Enter Y to issue the exchange

immediately
Enter N to cancel the ARNE request
Enter M to have ARNE save an MCO
to your PNR for the residual value.
Check if fare rules allow MCO.
Note: The M only appears if there is
a residual or forfeit amount.
Enter S to save the ARNE pricing until
11:59PM local time.

Enter Y again to confirm If you enter Y, M, or S in the previous

field, enter Y here.
If you enter N in the previous field,
leave blank.

6. After you complete the last field that requires data, press Enter.

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Issue the Exchange

When you enter Y to issue the exchange, the following message appears.

This indicates that the airline has approved the exchange and ARNE has sent
an Electronic Settlement Authorization Code (ESAC), and Apollo has issued a
new ticket, itinerary/invoice, and a MIR. The DAR/TINS table has been
updated.

When you retrieve the PNR, the following message appears in the PNR.

*** ARNE DATA EXISTS ***>*ARNE·

When you tab to this prompt and press Enter, you can view the ARNE screen,
as well as the linear fare data for the new fare.

Cancel the Request

When you enter N to cancel the request, the following message appears.

AUTOMATED EXCHANGE PRICING IGNORED

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MCO

If there is a positive value in the Residual/Forfeit AMT field, you may be able to
issue an MCO for the residual value. Check the fare rule for the fare on the
original ticket to determine if the airline permits the refund by MCO.

When you enter M to save an MCO to your PNR, the following message
appears.

This indicates that the airline has approved the exchange and ARNE has sent
an Electronic Settlement Authorization Code (ESAC) and Apollo has issued a
new ticket, itinerary/invoice, and a MIR. The DAR/TINS table has been
updated.

In addition, ARNE saves an automated MCO fill-in format in the PNR with the
residual amount. After completing the ARNE transaction, you then need to
display the MCO and issue it. See ―Module 6: Service Fees and MCOs‖ for
more information.

When you display the PNR the following two prompts appear on the PNR.

*** ARNE DATA EXISTS ***>*ARNE·

*** MISCELLANEOUS DOCUMENT DATA EXISTS *** >*MPD·

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Saved Pricing

When you enter S to save the pricing, the following message appears.

PRICING SAVED

If the ARNE saved pricing changed the booking classes of the flights, those
new booking classes remain in the PNR. You can use the saved pricing to
issue the exchange any time before 11:59PM local time on the same day. By
using the saved pricing, you are not charged a second time for the ARNE
transaction.

To display the saved pricing from the retrieve PNR, enter the ARNE format
with the /AQ modifier.

Example: RNEX0169900105267/AQ

If you forget to include, the /AQ modifier, you receive an alert, which gives you
the choice to display the saved pricing or reprice the PNR.

To display the saved pricing, enter N.

To reprice the itinerary, enter Y, and then Y to confirm.

After you display the saved pricing, you can complete the ARNE exchange
transaction.

Note: After you save an ARNE pricing, you no longer have the option to create
an MCO.

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Multiple Passenger PNR

When you use ARNE to issue an exchange for a multiple passenger PNR, you
need to issue each exchange separately. Also, because ARNE cannot rebook
a PNR for multiple passengers, before you request the ARNE exchange, be
sure to book the PNR in the proper class of service.

Use the following steps to process an ARNE exchange for a multiple

passenger PNR.

1. Retrieve an existing PNR and change it, or create a new PNR in the
desired class of service.

2. End transact and retrieve the PNR.

3. To obtain the e-ticket number to be exchanged, in the original PNR,

enter: *HTE

The electronic ticket list appears.

Points to note:

If you are sure that there are coupons with status OPEN,
ARPT, or UNVL, you don’t need to display the individual
electronic ticket record. The ticket number appears on this
screen.
If you need to view the individual electronic ticket record, tab
to the ticket you want to view and press Enter.

4. Enter the format to request an ARNE exchange.

Example: RNEX0069900105314/N1/PB

Note: Both name select and price as booked modifiers are required on
multiple passenger PNR exchanges.

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The ARNE exchange fill-in format screen appears.

In this example there is an additional collection due to the change fee

of USD 250.00. When there is an additional collection or even
exchange, the MCO option is not available.

5. Make any necessary changes, as required.

6. Tab to Accept/Issue Ticket? and enter one of the following:

Y to issue the exchange. Then tab and enter Y to confirm.

N to cancel the ARNE request.

S to save the ARNE pricing until 11:59PM local time on the same
day. Then tab and enter Y to confirm.

7. After you complete the last field that requires data, press Enter.

8. Repeat this procedure for each passenger in the PNR.

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Refunds
For US agents, you can issue full or partial refunds through ARNE. For more
information, see HELP STEPS-ARNE and ASK Travelport answer 3341.

For Canadian agents, you can issue full refunds, through ARNE. In addition;
Canadian agents can issue ARNE refunds for refundable taxes. For Canada,
see S*PRO/ARNE and ASK Travelport answer 5857.

This section includes the following topics:

Formats to request an ARNE fill-in format
ARNE full refund
ARNE partial refund (US)
ARNE refund on taxes (Canada)

Formats

When you enter a format to request an ARNE transaction, a fill-in format

appears with the ticketing data as well as the fare data and refund results. You
may request an ARNE transaction with some pricing modifiers.

This section includes the most common formats. For more formats, see:
HELP ARNE

Basic Formats

The following are the basic ARNE refund formats.

To: Use this format:

Request an ARNE refund (US) RNER1234567890123
Request an ARNE refund with a RNER1234567890123/RC-
required routing code (CA) 91
Redisplay an ARNE refund fill-in $RNE
format before end transact
Display a completed ARNE refund *ARNE
Note: This prompt appears in the
PNR after an ARNE transaction has
been completed.
Display ARNE transactions in PNR *HE
history

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Formats with Modifiers

Because you may process an ARNE refund with or without an active PNR,
name select and segment select modifiers are not permitted. The following are
examples of the most common formats with permitted pricing modifiers.

US formats:

To request an ARNE Use this format:

refund with:

Pseudo city override RNER1234567890123/-*GK5

Airline private fares RNER1234567890123/-ACME

account code

PTC – senior fare RNER1234567890123/*SRC65

Canadian formats:

Canadian formats are the same as US formats, but they require a routing
code.

To request an ARNE Use this format:

refund with:

Pseudo city override RNER1234567890123/RC-02/-*GK5

Airline private fares RNER1234567890123/RC-91/-ACME

account code

PTC – senior fare RNER1234567890123/RC-02/*SRC65

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Full Refund

Full refund means that you refund the entire value of the ticket. There are no
penalties withheld. Both US and Canadian agencies can use ARNE to issue
full refunds.

Use the following steps to process an ARNE full refund.

1. Obtain the ticket number.

Points to note:

If there is an active PNR, you can retrieve the PNR and enter *HTE.
However you may process an ARNE refund with or without a PNR.

For multiple passenger PNRs, you must request the refund outside the
PNR.

2. Enter the format to request the refund.

US: RNER0169900105323

Canada: RNER0169900105323/RC-91

The ARNE refund fill-in format screen appears.

Note that the fill-in format screen already includes most or all of the
data required to complete the refund, including the original ticket
number, the original fare and the fare for the flown/used portion, the
refund results, and the original form of payment. The only action
required is to complete the fields on the last line. However, it is
possible to add or change other data on fields that include a tab stop.

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3. Tab to the following fields and add or change data, if necessary.

Field Description

Comm on refund Enter amount ($10.00 for US or $1000 for

fee Canada) or percentage (5.00), if required.

FOP Form of payment

Accept Process Enter Y to process the refund immediately

Refund?
Enter N to ignore the refund. The pricing is
saved for 8 hours

Enter Y again to If you enter Y, in the previous field, enter Y

confirm here.
If you enter N in the previous field, leave
blank.

4. After you complete the last field that requires data, press Enter.

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Process Refund

When you enter Y to process the refund, the following message appears.

REFUND AUTHORIZATION DOCUMENT ISSUED

This indicates that the airline approved the refund and ARNE has sent an
Electronic Settlement Authorization Code (ESAC). Apollo has issued a refund
and a refund MIR. The DAR/TINS table has been updated.

Ignore Refund
When you enter N to ignore the refund the following message appears.

AUTOMATED REFUND IGNORED - PRICING SAVED

This indicates that no message has been transmitted to the airline. However,
the pricing is saved for eight hours. So, if you need to issue the refund within
that period, you can re-enter the RNER format that you used to initially request
the refund, and process the refund later.

Partial Refund

Agencies in the US can issue partial refunds through ARNE. This includes
refunds for totally unflown itineraries with a penalty and partially flown
itineraries where the ticket has a residual value.

In any of these cases, the procedure is the same as it is for full refunds.

Here is an example of an ARNE refund fill-in format screen for a partial refund.

This is a refund for partially flown itinerary with penalty. ARNE compares the
base fare, tax, and total from the original ticket and flown/used portion and
shows them in the refund results. It subtracts the refund fee, which is the
penalty for cancellation and the commission on the refund fee, and then shows
the refund total.

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Tax-only Refund

For Canadian agencies, ARNE can process a tax-only refund for refundable
taxes even if the base fare is non-refundable. ARNE processes tax-only
refunds for completely unused and partially used non-refundable tickets.
ARNE calculates tax-only refunds based on the tax rate in effect on the date of
ticket issuance.

The procedure for an ARNE tax-only refund is the same as for other ARNE
refunds.

Here is an example of an ARNE screen for a non-refundable fare with

refundable taxes.

In this example, the refund results show the refund for the base fare as $0.00.
A portion of the tax is refundable, so of $58.01 tax paid on the original ticket,
$21.71 is non-refundable. The balance, $36.30, is the refundable tax that
appears in the refund results.

When you accept/process the refund, the following confirmation screen

appears.

ARNE Error Responses

For a list of ARNE error responses, see: HELP ALERTS-ARNE (US only) or
ASK Travelport answer 8574.

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Summary

In this module, you have learned to:

Describe when to use ARNE

Process ARNE exchanges

Process ARNE refunds

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Module 9 Review

Using your Course Book, AKS Travelport, or Help, answer the following questions.

1. Where can you find a list of carriers that allow automated processing for refunds and exchanges
through ARNE?

2. How can a travel agent request ARNE activation?

3. What is the format for a Canadian travel agent to request an ARNE exchange for e-ticket number
0069900823799, ATFQ2, using the price as booked and no penalty fare modifiers?

4. What is the purpose of the ARNE saved pricing option?

5. How long does ARNE exchange save pricing results in the PNR? How do you redisplay the ARNE
saved pricing?

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Module 10: Itinerary and Ticketing Remarks
When you issue travel documents, Apollo checks for the presence of a
stored fare, mandatory ticketing modifiers, and also checks for any remarks
in the PNR. These remarks help you to further qualify the document
issuance request.

Module Objectives
Upon completion of this module you will be able to:
Identify and add itinerary remarks.
Identify and add ticketing remarks.
Identify and add canned remarks.

Itinerary Remarks
HELP PNR-ITIN REMARKS

Itinerary remarks are freeform messages that you create to print on a

customer’s itinerary. There are two types of itinerary remarks:
Associated
Unassociated

You can add, display, change, and delete associated and unassociated
itinerary remarks. You can create a maximum of 1890 characters for
combined associated and unassociated remarks fields.

Associated Remarks
HELP RMA

Associated remarks are itinerary remarks you create and associate to a

specific segment in a PNR. When you print an itinerary, associated remarks
print immediately after the segment they reference. You can have up to 5000
freeform characters per associated remark. Each remark can have a
maximum of 70 free form characters without the function identifier.
Note: When you add, change, or delete associated remarks, that
information does not go into the PNR history.
To add an associated remark you must associate it to a segment by including
®
the segment number. If no number is given, Apollo assumes segment 1.
The function identifier to add an associated remark is: RMA (segment
number):

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The following table lists sample formats to add associated remarks to a PNR
so they print on the itinerary/invoice.

To add: Use this format:

One associated remark to segment 1 RMA:SEAT 10A -or- RMA1:SEAT 10A

Multiple associated remarks to RMA2:PICKUP CAR 19 HOUSTON

segment 2 ST+500 FREQUENT FLYER MILES
W/RENTAL

Note: End item (+) separates each line

of associated remarks for same
segment.

Multiple associated remarks to RMA1:SEAT 2A+FREQUENT FLYER

segments 1 and 3 UPGRADE+3:FREE PARKING
AVAILABLE AT HOTEL+MEETING
ROOM SECOND FLOOR

Note: End item (+) separates each line

of associated remarks for same
segment. End item (+) and next
segment number followed by a colon
separate associated remarks for different
segments.

Note: To add one blank line after a remark, type RM/, the remark line
number, colon, insert two spaces, and press Enter.
Example: RM/3: (2 spaces)
Apollo responds with an asterisk (*).
Apollo numbers each line of associated remarks in ascending order, starting
from the first segment in the itinerary. For example, if you associate two
remarks to segment 2 and one remark to segment 3, Apollo displays them as
associated remarks 1, 2, and 3.
When you change specific segments or an entire itinerary, the alert ***ITIN
RMKS XLD UNLESS REASSOC*** appears. The alert indicates that Apollo
is holding the remarks and will cancel them upon end transact unless you re-
associate them to new segments.

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To re-associate associated remarks when you change segments, use the

following steps.
1. Display the PNR.
2. Enter: RM*X
The following screen appears.

3. Tab immediately after the /S in the remark line number.

4. Type the new segment number to which the remark is associated.
5. To re-associate more remarks, repeat steps 2 through 4, otherwise
go to step 6.
6. Tab past the last displayed end item (+) and press Enter.

Unassociated Remarks
HELP RMA

Unassociated remarks are freeform remarks you create for an itinerary that
do not associate to a specific segment. When you print an itinerary,
unassociated remarks appear at the bottom of the itinerary. You can have up
to 70 freeform characters per unassociated remark.
Note: When you add, change, insert and delete unassociated remarks, that
information does not go into the PNR history.
The function identifier to add an unassociated remark is: RMU:
The following table shows format examples to add unassociated remarks.

To add: Use this format:

One unassociated remark RMU:USE ONLY AUTHORIZED TAXIS IN

MEXICO
One unassociated remark RM/2U:PLEASE RECONFIRM
after unassociated remark 2
Multiple unassociated RMU:DEPARTURE TERMINAL C+HAVE A
remarks SAFE TRIP

Apollo responds with an asterisk (*).

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The following screen is an example of associated remarks and unassociated

remarks as they appear on the itinerary/invoice.

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Manage Itinerary Remarks

Itinerary remarks do not appear on the face of the PNR. To view your
itinerary remarks entries, you can display from a:
Prompt in the displayed PNR. Tab to
***ITINERARY REMARKS EXIST*** >RM* and press Enter.
Manual entry for associated remarks. Enter: RM*A
Manual entry for unassociated remarks. Enter:
RM*U
Note: Associated remarks appear in segment order and unassociated
remarks appear in the order you entered them.
You can change one or more itinerary remarks in a PNR.
The function identifier to change an itinerary remark is: RMC
When more than one remark exists, you need to add the remark’s line
number to the format.
The following table lists sample formats to change itinerary remarks.

To change itinerary remark: Use this format:

Number 2 RMC:2:THIS SEGMENT IS LUFTHANSA A

UNITED AIRLINES PARTNER CARRIER

Numbers 4 and 6 RMC:4:SEAT 5F+6:GOLFING AVAILABLE

AT THE WESTIN

You can also delete one or more itinerary remarks in a single entry.
The function identifier to delete an itinerary remark is: RMC
The following table lists sample formats to delete itinerary remarks.

To delete itinerary remark: Use this format:

Number 1 RMC:1

Numbers 3 and 5 RMC:3+5

Numbers 3 through 5 RMC:3-5

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Ticketing Remarks
HELP TRMK
HELP T-
Ticketing remarks transmit information from Apollo to the back office
accounting system. The agency uses this information for accounting, billing
and reporting.
Apollo accepts up to 99 ticketing remarks per PNR. Remark maximum
length is 65 freeform characters including the function identifier. Apollo does
not edit any remark, except for field length.
The function identifier for ticketing remarks is: T-
Example: T-DS450Y

The following table lists examples of ticketing remarks.

To add: Use this format:

Branch and customer account number T-CA-016453782

Design your own (DYO) number 2 T-DYO02

Service fee T-SVF-15.00

Routing code (mandatory PNR field for Canada) T-G*RC/91

To display ticketing remarks in a PNR, enter * followed by the letters PT.

Example: *PT
To change ticketing remarks, enter C: followed by the remarks line number,
T-, and the new remark.
Example: C:2T-DYO04
To delete ticketing remarks, enter C: followed by the remarks line number
and T-.
Example: C:2T-

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Canned Remarks
HELP CANNED
Canned remarks are frequently used ticketing remarks pre-stored in a file
created and maintained by the agency secondary authorizer. You can
choose remarks from the file, store them in the PNR, and they will print on
the customer’s itinerary/invoice.
You add canned remarks to a PNR with a ticketing remark. Enter T-CR-
followed by the canned remarks numbers separated by pillows ().
Example: T-CR-249
Even though only a secondary authorizer can make changes to the canned
remarks file, you can display the canned remarks file to see what canned
remarks exist and how they are numbered.
To display canned remarks, enter: RPFD/RMKS
Example: RPFD/RMKS
To change canned remarks in the PNR, enter C: followed by the remarks line
number (from *PT), T-CR-, and the new canned remarks numbers.
Example: C:2T-CR-83417
To delete canned remarks, enter C: followed by the remarks line number and
T-.
Example: C:2T-

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Module Review

Using your Course Book or online Help, answer the following questions. Create a PNR, store the fare
with form of payment cash and end transact the PNR.

1. Write the format to add an itinerary remark associated to segment 1 stating that seat assignment 12B
is confirmed.

_____________________________________________________________________________

2. Retrieve the PNR made at the beginning of this module review. Write the format to add an
unassociated remark advising the passenger to reconfirm the trip.

_____________________________________________________________________________

3. What is the entry to display all segment associated remarks for PNR segment 1?

_____________________________________________________________________________

4. Now write the format to add a $25.00 service fee as a ticketing remark.

_____________________________________________________________________________

5. What is the format to add canned remarks 3 and 5 and 7 through 10 to the PNR?

_____________________________________________________________________________

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Module 11: Email Itinerary

There are four ways to email an itinerary to your customers.

Host email is the preferred method. You enter email addresses in the
PNR and have the option to choose a variety of formats for the emailed
itinerary. For more information, see: HELP EMAIL or ASK Travelport
answer 4432.
Travelport ViewTrip is a website that your customers can access either
through a link in a Host Email or by going directly to www.viewtrip.com.
There is an option to issue an email from ViewTrip, which both you and
your customers may use. For more information, see: HELP VIEWTRIP or
ASK Travelport answer 5611.
Viewpoint email – provides an itinerary that resembles a Viewpoint screen.
You can book the itinerary in either Focalpoint or Viewpoint, and then
email from Viewpoint. The advantage of this method is that you can send
a proposed itinerary to your customer before end transact. You can use
this provided the computer you are using for Apollo also has your email
program on it. For more information, press F1 on any Viewpoint screen or
see ASK Travelport answer 25474.
Relay Itinerary Capture – allows you to capture an itinerary or
itinerary/invoice and email the itinerary, provided the computer you are
using for Apollo also has your email program on it. For more information,
press F1 on any Itinerary Capture screen or see ASK Travelport answer
5670.

Module Objectives
Upon completion of this module you will be able to email an itinerary using:
Host email
ViewTrip email
Viewpoint email
Relay Itinerary Capture.

Host Email
Host email allows you to enter email addresses in the PNR Mail fields or
Phone fields, and then send the itinerary in various formats to your customer.
For more information, see HELP EMAIL or ASK Travelport answer 4432.

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Mail Fields

There are three different types of Mail fields.

MT: – Mail To field – the email address of the recipient

MF: – Mail From field – the email address of the sender (you or your
agency)

MC: – Mail Comment field – a message that you can include in the email

Mail From Field

For more information, see: HELP MF:

You may enter only one Mail From field in each PNR.

Although the Mail From field is optional, it’s important to include it in all PNRs
so that the recipient knows who is sending the email.

Hint: The most efficient way to include the MF: field in every PNR is to add it
as an always move (Y) line to you Agency file (MAR). You can also store it in a
programmable key.

You should include an MF: field as long as your agency email address does
not include an underscore.

Exception: If you use Standard Keyboard mode, you can enter an MF: field
with underscores in the email address.

The following table lists Mail From formats.

To: Enter:

Add an MF: field MF:JANE¤ACMETRAVEL.COM

Change an MF: field C:MF: JANE¤ACMETRVL.COM

Delete an MF: field C:MF:

Note: In the MF: and MT: fields, the ¤ symbol is used in place of the @ sign.

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Mail To Field

For more information, see: HELP MT:

If you wish to email an itinerary to multiple recipients, you may include multiple
Mail To fields in each PNR.

You should use the MT: field whenever the recipient’s email address does not
include an underscore.

Exception: If you use Standard Keyboard mode, you can enter an MT: field
with underscores in the email address.

The following table lists Mail To formats.

To: Enter:

Add an MT: field MT:TOM.HILL¤YAHOO.NET

nd
Change 2 MT: field C:2MT:SAM.NG¤AOL.NET
rd
Delete 3 MT: field C:3MT:

Delete all MT: fields C:ALLMT:

Mail Comment Field

For more information, see: HELP MC:

The Mail Comment field allows you to enter a short message in the body of the
email. Each MC: field is associated to an MT: field, so if you have multiple MT:
fields, you can send one comment to each recipient.

The following table lists Mail Comment formats.

To: Enter:

st
Add an MC: field for 1 MT: MC1¤HAVE A GREAT TRIP.
field
nd
Change 2 MC: field C:2MC:HERE IS YOUR ITINERARY.
BON VOYAGE.
rd
Delete 3 MC: field C:3MC:

Delete all MC: fields C:ALLMC:

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Display Mail Fields

For more information, see: HELP DISPLAY

When you add Mail fields, the following prompt appears in the PNR.

*** EMAIL ADDRESS EXISTS *** >*EM·

To display the Mail fields, tab to *EM and press Enter.

The following screen appears.

Phone Field
For more information, see: HELP EMAIL

You have the option to enter the recipient’s email address in a Phone field,
even if the email address includes underscores.

Although there is no way to enter the sender’s address in a Phone field, you
can use the MF: field even if you use a Phone field for the recipient’s address.
But you cannot associate an MC: field to a Phone field, so there is no way to
include a comment in the email.

We recommend that if you have multiple recipients, you enter their email
addresses in either MT: fields or Phone fields, but not both.

The following table lists Phone field email formats.

To: Enter:

Add Phone field P:DENE/SUE--

ANN.COHN//GMAIL.NET
nd
Change 2 Phone field C:2P:YVRE/BOB//ACME.CA
rd
Delete 3 Phone field C:3P:

Note: In the Phone field email formats, two hyphens (--) replace the
underscore and two slashes (//) replace the @ sign.

Email Phone fields appear with other Phone fields in the PNR. Here is an
example.

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End and Mail Itinerary

Once you have at least one recipient’s email address in either an MT: or a
Phone field, you can email the itinerary. Next, you enter a format that both end
transacts the PNR and sends the email, so before you enter the format, be
sure to add a Received field.

The following table lists formats to end the PNR and mail the itinerary in the
default email format.

To end and mail: Enter:

To the first email address in the PNR EM

To the first email address in the PNR and ERM

retrieve the PNR
Hint: The system cannot email the itinerary
while the PNR is active, so complete work on the
itinerary as soon as possible.

To all email addresses in the PNR EMALL

To all email addresses in the PNR and retrieve ERMALL

nd nd
To the 2 MT: field -or- to the 2 Phone field EM2
Note: If both MT: and P: email addresses
appear in the PNR, numbered requests applies
to MT: field only.

To MT: fields 1 and 3 -or- to Phone fields 1 and 3 EM1.3

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Change Default Format

By default, the recipient of a Host Email receives a text version of the itinerary
in the body of the email with a link to a real-time itinerary in Travelport
ViewTrip. There is also an HTML version of the itinerary in an attachment.
Your agency’s secondary authorizer can change the default format for your
Host Email itineraries.

Follow these steps to display and change your email format default.

1. To display the Multi-purpose Document Security Table, enter:

DT/MPD

The following table appears.

2. To change the email default format, tab to the desired email default
and change it to Y (yes).
Note: There can be only one Y for email defaults; all others must be
set to N (no).

3. Tab to the last field and press Enter.

The following message appears.

MULTI-PURPOSE DOCUMENT TABLE UPDATED.

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End and Mail with Modifiers

You can add modifiers to the EM formats to override the default email format
or send the email in a different language.

The following table lists EM formats with modifiers.

To end and mail: Enter:

In HTML only EM*HTM

In text format only EM*TXT

In HTML and text format EM*HTM*TXT

With no link to ViewTrip EM*NL

With expense receipt in HTML EM*REC

With expense receipt in PDF EM*PDF

In Canadian French EM*LANG-FR-CA

In Latin American Spanish EM*LANG-ES-LA

Email in PNR

When you send a Host Email, the following remark appears in the PNR.

EMAIL12/DEF*LANG-EN-US

Once the email is sent, this remark is automatically deleted from the face of the
PNR and appears in PNR history.

To display remarks history, enter: *HR

The following is an example of an email remark that was automatically added

to the PNR (action code AQR) and deleted from the PNR (action code XQR)
when the email was generated.

Based on these two entries, we can see the command to email the itinerary
was made at 1855Z and the email was generated one minute later at 1856Z.

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Email Responses

The following screens show partial examples of emailed itineraries.

Here is the top of an itinerary in text format.

Notice that the HTML version is attached and there is a link to the live ViewTrip
itinerary.

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Below this section are agency information and itinerary.

Here is the top of the HTML attached version, in ViewTrip format.

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When you click the link in the email, the live ViewTrip itinerary appears.

Any changes to the PNR are reflected in the live ViewTrip itinerary in real-time.
Your customers can provide this link to their friends and family. In addition,
there may be ads on the ViewTrip itinerary based on the destination and dates
of travel. See ASK Travelport answer 14546 for a list of online check-in
participants in ViewTrip.

There are tabs above the itinerary, which allow your customer to print an
expense receipt, view travel tools, such as maps and flight status, and travel
information, such as passport and health information.

For participating airlines, 24 hours before each flight, an online check-in link
become active. Your customers can click the link to check in for their flights.

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Travelport ViewTrip
For more information, see HELP VIEWTRIP or ASK Travelport answer 5611.

As noted in the previous section, the Host Email itinerary includes a link to the
live ViewTrip itinerary. ViewTrip itineraries can also be accessed via the
website www.viewtrip.com. Your customers need to use their Apollo record
locator and last name to retrieve, as shown on the following Sign in screen.

Either you or your customer can access ViewTrip and email a copy of the
itinerary. At the top of the ViewTrip screen, click the E-mail itinerary link and
complete the form that appears.

ViewTrip Remarks

Whether you use Host Email or provide a link to your customer to go directly to
ViewTrip, you can control what your customer sees on ViewTrip by entering
the following remarks in the PNR.

To: Enter:

Block ViewTrip access ¤:5BLOCKVIEWTRIP

Suppresses Fare (IT is shown). Tax ¤:5VIEWTRIPNET

breakdown, Fare Basis, Baggage
Allowance, Form of Payment and
Endorsements are shown.

Shows standard receipt with Warsaw ¤:5VIEWTRIPWARSAW

Convention conditions of contract

Suppresses Fare, Tax Breakdown, Form ¤:5VIEWTRIPITIN

of Payment and Endorsements

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Viewpoint Email
For more information, press F1 on any Viewpoint screen or see ASK
Travelport answer 25474.

Although Host Email is the preferred method, you also have the option to email
itineraries through Viewpoint. This is especially useful when you want to send
a proposed itinerary to a customer, but have not end transacted the PNR. You
can book flights either in Focalpoint or Viewpoint, and then email the itinerary
from Viewpoint. This method requires that you have access to both Apollo and
your email program on the same computer.

To email an itinerary through Viewpoint, follow these steps.

1. Book an itinerary in Focalpoint or Viewpoint.

2. On the Viewpoint toolbar, click the Email icon.

The Select E-mail options dialog box appears.

Note: If there is no Mail To field in the PNR, the bottom left section of
the dialog box is blank. In that case, you can manually add the
recipient’s address in Step 4.

3. Select the options you require and click OK.

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The email form appears. Here is a partial example.

There is a text version of the itinerary in the body of the email and html
attachment with a Viewpoint-style itinerary.

4. Add the To: address if necessary and send the email.

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Relay Itinerary Capture

For more information, press F1 on the Itinerary Capture screen or see ASK
Travelport answer 5670.

A final method of sending an email itinerary is through Relay Itinerary Capture.

This method requires that you have access to both Apollo and your email
program on the same computer. When you generate the email, Relay end
transacts the PNR, so be sure that you have added a Received field before
using Relay.

To email an itinerary through Relay Itinerary Capture, follow these steps.

1. Create or retrieve a PNR.
2. On the Focalpoint Companions menu, select Relay.
The Relay toolbar appears.

3. To display Itinerary Capture, click itincap.

The Itinerary Capture dialog box appears.

4. Complete the dialog box:

a. Select a format, such as Itinerary Only.

b. Select E-Mail in the Destination section.

c. Click Capture.

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The email form appears.

Notice that the email includes a text version of the itinerary.

5. Complete the To: and Subject areas and send the email.

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Summary

In this module you learned to email an itinerary using:

Host email

ViewTrip email

Viewpoint email

Relay Itinerary Capture.

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Module 11 Review
Using your Course Book, ASK Travelport, or Help, answer the following questions.

1. What are the three types of Mail fields?

2. What is the entry to a Mail Comment for the first Mail To: field: ―Have a pleasant flight.‖

3. The following remark appears on the face of the PNR.

EMAIL12/DEF*LANG-EN-US

This remark indicates that the email has already been sent. True or false.

4. What is the format to email to all email addresses and end transact the PNR?

5. Which email option allows you to email a proposed itinerary without end transacting the PNR?

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When issuing travel documents, you need to ensure each workstation is
linked to devices for issuing tickets, itineraries and invoices and for
generating MIRs. Document issuance stock, such as itineraries and invoices,
must reflect appropriate control numbers.
You also need to ensure each document issuance device is up and running.
This module covers procedures for managing documents troubleshooting
document issuance devices.

Module Objectives
Upon completion of this module you will be able to:
Determine linkage for all workstations.
Link and de-link from document issuance devices.
Describe and manage the HMET table.
Describe and manage the ADP Options table.
View electronic ticket records.
Set up the TINS table.
Describe fallback and recovery procedures.
Execute Relay recovery.

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Determine Linkage
HELP LINK
HELP HMLD
To check linkage for all workstations in your office, enter HMLD followed by
your pseudo city.
Example: HMLD/GF1
The following screen appears.

The following table describes the linkage screen components.

Component Description Example

CRT Workstation/GTID 51CD10

STP DEV Satellite ticket device 51CD04
HST DEV Host device 51CD02
ITN DEV Itinerary device 51CD00
MIR DEV Accounting interface 51CD03
PRT DEV Printability device 51CD05
ST Device status U (Up)
D (Down)
FM Device form T (Ticket)
I (Itinerary/invoice)
B (Blank)
Before using Apollo to issue any documents, you should check your own
workstation linkage. From your workstation, you can check device status
and forms.
The function identifier to check your linkage and device status from your
workstation is: HMLD

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The following linkage screen appears.

The following table describes the linkage screen components.

Component Description Example

CRT Workstation/GTID EEF9F

TKT DEV Ticket device/ printer GTID 06B70C

ITN DEV Itinerary device/ printer GTID 06B70E

MIR DEV Accounting interface/printer GTID 06B70D

D Device EEF9FD

ST Device status U (up), D (down)

FM Device form T (ticket), I (itinerary

invoice, B (blank)

Additional formats include:

+J Find your workstation GTID.
HMLD Display your workstation GTID linkage.
HMLDD20AEA Display specific GTID (D20AEA) device association.

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Link and De-Link

HELP LINK
HELP HMLM

To link to your document issuance devices, use the following steps.

1. To display your workstation’s linkage, type HMLD and press Enter.
Note: If you are not linked to a device, you will not see a device number
(GTID) designated as TKT DEV, ITN DEV, etc.
2. Determine your device number (GTID) by either displaying linkage on
another workstation in your office or checking the GTIDs tab on Galileo
Print Manager.
3. Link to the device using the following formats (xxxxxx = device number
or printer address GTID):
HMLMxxxxxxDT and press Enter for TKT DEV.
HMLMxxxxxxDI and press Enter for ITN DEV.
HMLMxxxxxxDA and press Enter for MIR (accounting) DEV.
HMLMxxxxxxDX and press Enter for printability/hardcopy DEV.
HMLMxxxxxxDT/xxxxxxDI/xxxxxxDA and press Enter to link to
TKT/ITN/MIR DEV at one time.
4. Confirm your linkage by again typing HMLD and pressing Enter.
To delink from a device, use the formats in the following table and press
Enter.

To delink from: Use this format:

Ticket device HMLM/DELINK/T

Itinerary device HMLM/DELINK/I

MIR (accounting) device HMLM/DELINK/A

Hardcopy device HMLM/DELINK/X

All devices HMLM/DELINK

Note: Although BSP does not allow printing paper tickets for Canadian
agencies, Apollo requires linkage to a paper ticket device GTID and the TINS
table to print e-tickets to the GTID in the HMET table.

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HMET Table
HELP HMET
The HMET linkage table allows you to indicate on which device
refund/exchange authorizations should print and whether they should print
now or later.
Note: You must be a secondary authorizer to update this table.
To setup the HMET table, use the following steps.
1. Determine what GTID (device number) will print the documents.
The device must be either an itinerary or printability device.
Note: You can issue the Exchange and Refund documents on the same
device or you can use two different devices.
2. To display the table, type HMET and press Enter.
The blank table appears.

3. To enter the information, use the guidelines in the following table.

Component Description

LNIATA GTID (device/printer address)

TYPE Stock type (BLK = blank, ITN = itinerary)
BSP 0 is default field and is unchangeable.
AGENCY Y = print authorization, N = do not print
authorization.
STATUS U = device status is up, D = device status is down.
PRINT NOW Y = print now, N = do not print now.
Note: If you choose PRINT NOW,
exchange/refund document transmits to selected
device immediately. If you choose DO NOT
PRINT NOW, use additional Apollo formats to start
printing when you are ready. (See step 6.)

4. Once you have updated the table, press Enter.

The following response appears: SUPPORT DOCUMENT PRINT TABLE
UPDATED.
5. To view the updated table, type HMET and press Enter again.

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The updated table appears.

Note: If you entered N in the PRINT NOW column, the images will
remain in the printer buffer for 5 days.
6. To view buffered images, type HQC and press Enter.
The following screen appears with the PRINT LATER column containing
the buffered images.

7. To print the documents, use the formats in the following table.

Use this format: To print all:

HQSD/RFD Refund authorization documents when setting is

PRINT LATER.
HQSD/EXC Exchange authorization documents when
setting is PRINT LATER.
HQSD/ALL Exchange authorization and refund
authorization documents when setting is PRINT
LATER.

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ADP Document Options Table

HELP ADP
ASK 8683

The ADP Document Options table allows you to select particular documents
and options that you want to have available for your ADP printer.
All travel agents within the agency can display the ADP Document Options
table. However, only secondary authorizers can update this table.
The table has both mandatory and optional fields. ARC mandated fields
are PAPER TKT PASS RECPT (for paper tickets) and BOARDING PASS.
Optional fields are the delivery document, pocket itinerary, post audit
document, customer copy charge form and agent coupon.
The ADP Document Options table has the added feature of customizing the
pocket itinerary document. There is an option to have the first two
unassociated remarks from the PNR print on the pocket itin. You can also
have auxiliary data and graphical data print on the pocket itin.
There are two types of ADP Document Options tables:
Basic table for non-split ticketing pseudo cities (those linked to only one
ticketing device).
Advance table for pseudo cities with split ticketing capabilities (linked to
a host ticketing device).

To display the ADP Document Options table use one of the following two
formats:
$-XXX/ADP and press Enter if non-split ticketing. (XXX = ticketing pseudo
city code)
$-XXX/ADP/S and press Enter if split (host) ticketing. (XXX = ticketing
pseudo city code)
The following screen is an example of an ADP Document Options table.

To update the table, tab to the Y, N or # to be changed. Change the setting

then press Enter immediately after then entry.

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Use the guidelines in the following table.

For this option: Do this:

PAPER TKT PASS RECPT Type Y to print passenger receipt

and flight coupons on
ticket (ARC) documents.
Type B to print passenger receipt on blank
document and flight coupons on
ticket (ARC) documents.
You cannot change this option to N due to
ARC mandate.
AGENT COUPON Change to B to print on a blank document.
(only option).
AUDITOR COUPON You can no longer print this.
CHARGE FORM You can no longer print this.
BOARDING PASS Mandatory. You cannot deactivate this
option.
CUSTOMER COPY Set to Y to print on blank document.
CHG FM
AUX SEGS ON PKT ITIN Set to Y to print booked car/hotel/tour
segments.
POCKET ITIN GRAPHICS Set to Y to print graphic symbols on
pocket itin.
NON-APOLLO Set to Y to print passive car/hotel
CAR/HOTEL segments.
MAGS ON RESV DOC N (not activated at this time)
POCKET ITIN RMKS Set to Y to print up to first two
unassociated remarks on pocket itin.
DELIVERY DOC Set to Y to print a coupon on a blank
document with delivery information if
entered in the PNR in D- field or set to M
to print a delivery coupon for each name in
the PNR.
POCKET ITIN Select to print ticketed itinerary on a blank
card. Select 1, 2 or 3 copies per ticket.
POST AUDIT DOC Select to print ticketed itinerary and fare
construction for agency records. Select 1,
2 or 3 copies per ticket.
CAR RSVR DOC 0 (not activated at this time)
HOTEL RSVR DOC 0 (not activated at this time)
DIAL-UP OSDP VERSION Set only if pseudo city code transmits
ticket images through a host OSDP
Manager.
ETKT PASS RECPT Set to N for no passenger receipt, Y for
passenger receipt to print on ARC
document, and B for passenger receipt to
print on blank document.

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Electronic Ticket Record

HELP *HTE
When you issue an electronic ticket, an image of the ticket is stored in the
carrier’s database. This image is referred to as an Electronic Ticket Record
(ETR).
The PNR is not linked to the Electronic Ticket Record. Any updates to the
PNR will not affect the Ticket Record.
The following table lists formats to view an Electronic Ticket Record.

To view Electronic Ticket Record: Use this format:

From an active PNR *HTE

By ticket number *TE/0141667436821
Using a fill-in format *TE

The following screen is an example of an Electronic Ticket Record.

The following table lists the Electronic Ticket Record components.

Component Description
TKT: 016 9900 104595 E-ticket number
NAME: CHESTER/MICHALENE. Passenger name
ISSUED: 11MAR11 Ticket issue date
FOP: CHECK Form of payment
PSEUDO: 0GF1 Agency pseudo city
PLATING CARRIER: UA Plating carrier code
ISO: US Country of origin code
IATA: 14537482 IATA number with check digit.
USE E-ticket coupon status
RFND

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Component Description

CR Carrier
UA
FLT Flight number
6408
CLS Class of service
Y
DATE Departure date
15AUG
BRDOFF Boarding airport and arrival airport
SFOEUG codes
TIME Departure time
0227P
ST Flight status
OK
F/B Fare basis code
YUA
FARE Fare
CPN Coupon number
1
FARE USD 876.27 TAX 65.73 US Fare, taxes, and total fare
TAX 10.70 XT TOTAL USD 952.70
FC 15AUG SFO UA EUG Q9.30 Fare construction and surcharges
Q18.60 848.37YUA USD876.27 END
ZPSFO XT 3.70ZP 2.50AY
4.50XFSFO4.5
The following table lists e-ticket statuses that can appear under the USE
column in an Electronic Ticket Record.
Indicator Description

ARPT Under airport control.

CKIN Passenger has checked in for flight.
CLSD Validating carrier has determined that coupon can no
longer be used, and cannot be reissued or refunded.
EXCH Value of coupon has been used as payment for a new
transaction.
FLWN Flight has been completed.
LFTD Passenger has boarded aircraft.
OPEN Open for use.
PRTD Ticket reprinted at airport or airline has issued a paper
ticket to replace e-ticket.
REFUND TAXES Validating carrier has determined that coupon is no longer
ONLY available for use as ticketed.
REMV Validating carrier has removed e-ticketing data from their
system when ticket has been fully used.
RFND E-ticket record has been refunded.

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Indicator Description

SUSP Validating carrier has restricted use of flight coupon to

avoid fraudulent use.
UNVL Validating carrier has determined that coupon can no
longer be used. You must either reissue or refund ticket.
USED Passenger has flown this flight.
VOID E-ticket record has been voided.

For additional information on coupon status see ASK 5947.

TINS Table (U.S. Subscribers)

HELP TINS

The TINS table is the table that controls the ticket and itinerary numbering
system in Apollo.
To create a TINS table, you need the stock control number (10 digits plus
the check digit) from the first document you are feeding into the ticket device
and the stock control number (10 digits minus the check digit) of the last
document.
The stock control number is the pre-printed number on each ticket document
under the STOCK CONTROL NO field. The STOCK CONTROL NO appears
on the bottom of the document, left of the space where the ticket number
prints.
Note: If you are using ATB2 ticket stock, the control number will begin with
889. 889 is not considered part of the stock control number for the TINS
table. When you are building the table, begin with the fourth number.
In the example below, the stock control number begins with 954. US agency
numbers generally begin with 889. The red underline indicates what you
need: the beginning number with the check digit and the ending number
without the check digit. Do not include the ending number check digit in the
format to build the TINS table.

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To build the ticket TINS table, use the following steps.

1. Confirm you are emulated in the ticketing pseudo city code. Type OP/W*
and press Enter to confirm the correct pseudo city code is active.
2. Type HMTN/D and press Enter to display the ticket TINS table.
Note: If the Apollo response is Table Missing, go to step 4.
3. Type HMTNxxxxxx/DELETE and press Enter to delete the current TINS
table. (xxxxxx = ticket device GTID address)
4 Type HMTNxxxxxx-nnnnnnnnnn c /nnnnnnnnnn and press Enter to
establish the new TINS table.
nnnnnnnnnn c = first stock control number plus the check digit.
nnnnnnnnnn = last stock control number, no check digit
Apollo responds with an asterisk (*).
To build the invoice TINS table, use the following steps:
1. Confirm you are emulated in the ticketing pseudo city code. Type OP/W*
and press Enter to confirm the correct pseudo city code is active.
2. Type HMIN/D and press Enter to display the ticket TINS table.
Note: If the Apollo response is Table Missing, go to step 4.
3. Type HMINxxxxxx/DELETE and press Enter to delete the current
invoice TINS table. (xxxxxx = invoice device GTID address)
4. Type HMINxxxxxx-101001/101399 and press Enter to establish the
new invoice TINS table.
101001 = first invoice number
101399 = last invoice number
Apollo responds with an asterisk (*).

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Fallback and Recovery

HELP STEPS-FALLBACK
ASK 3334

When you have issued a document or a MIR, and you have not received it
from the appropriate device, you can troubleshoot the problem. This
troubleshooting process is called fallback and recovery. There are several
places in the issuance path that a document/MIR could be held up, such as
in the ticketing queue in demand pending or demand sent.

Device Status
HELP HMOM
Before using Apollo to issue any documents, you should check device status.
From your workstation, you can check device status and ticket and invoice
(TINS) tables to verify correct document numbering. (TINS is the Apollo
Ticket/Invoice Numbering System.)
The function identifier to check the device linkage and status from your
workstation is: HMLD
Example
HMLD
The following screen appears.

The following table describes the linkage screen components.

Component Description Example

CRT Workstation EEF9FD

TKT DEV Ticket device 06B70CD
ITN DEV Itinerary printer 06B70ED
MIR DEV Accounting interface 06B70DD
D Device EEF9FD
ST Status U (Up)
D (Down)
FM Device form T (Ticket)
I (Itinerary/invoice)
B (Blank)

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Apollo Fallback and Recovery Steps

HELP STEPS-FALLBACK
ASK 3334

To begin the fallback and recovery process, use the following steps.
1. Type HMLD and press Enter.
If the device is up (U), go to step 2. If the device is down (D), type
HMOMxxxxxx-U and press Enter.
Note: xxxxxx is the six character device number in the LNIATA column.
The device is now in up status.
2. To view images in the buffer, type HQCxxxxxx and press Enter.
3. To start generating images from the buffer (quick start the printer), type
HQSxxxxxx and press Enter.
If you only want to reprint an Agent coupon, type
HBSDxxxxxxxxxxxxx and press Enter. xxxxxxxxxxxxx = 3 digit airline
code and 10 digit ticket number. Do not include the check digit. This
retransmit image comes from the e-ticket file from the carrier and this
format is valid until the last segment in the e-ticket file is flown.

Retransmit from Demand Sent

If there were no images in buffer, and/or images are missing, go to
Demand Sent to re-transmit the image. Use the guidelines in the following
table.

To: Use this format:

Access images currently in Demand Sent HQB/TKT/DS

for ticket device.
Move down one image at a time. HQB/MD
Move down 10 images at a time. You can HQB/MD10
enter any number up to 99.
Move up one image at a time. HQB/MU

When the image you are looking for appears, generate the document/MIR
by typing HQNN and pressing Enter to retransmit the image. Apollo
responds with TRANSMISSION INITIATED.
If you know the invoice number, type HQB/INV/nnnnnn and press Enter.
(nnnnnn = desired invoice number). Partial information of the image
appears. Type HQNN and press Enter to retransmit the image. Apollo
responds with TRANSMISSION INITIATED.
If you receive the Apollo response CK NBR, confirm you are typing in the
correct invoice number. The image may have been purged from the
system and is no longer available.

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If you are looking for an itinerary only or you do not know the invoice
number, type HQB/ITN/DS and press Enter to access Demand Sent.
Move up and down through the itinerary/invoice list to locate the desired
image.
If the Apollo response is SEQ NBR/Q ITEM NOT AVAILABLE, you are
either at the end of the list or need to return to moving through one image
at a time.
Once the desired itinerary image appears, type HQNN and press Enter to
re-transmit the image. Apollo responds with TRANSMISSION INITIATED.
If you do not find the image, it may have been purged from the system
and is no longer available.

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Fallback and Recovery for TINS Users

1. Clear any jammed documents and determine the next good
document number.
2. Power the device off for 30 seconds and then power it back up.
3. Enter HMLD to view your workstation linkage.
4. Locate the DEV (LNIATA) column for your device and note the status
(ST): U up or D down.
5. Resent your TINS table.
6. Bring the device status down by entering HMOM followed by the
LNIATA and –D.
Example: HMOM610703-D
7. Bring the device status back up by entering HMOM followed by the
LNIATA and –U.
Example: HMOM610703-U
The documents should begin transmitting. If not, enter HQS followed
by the LNIATA to start the device.
Example: HQS610703
Note: If quick starting the printer GTID results in RESTART IN
PROGRESS - PLEASE WAIT, use HQF610703 to force start the printer
GTID.

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Fallback and Recovery for Relay Users

HELP RELAY
ASK 607
Relay is a suite of tools that comes standard with Focalpoint 3.5. It
simplifies several processes that you perform including fallback and
recovery.
To access Relay, click the Companions menu on Focalpoint and select
the Relay option.
The Relay toolbar appears.

To access the Recovery tool, click the Recovery tool button. This tool
allows you to view status when generating a document and correct
problems interfering with a document issuance job.

To recover a document that did not generate, use the following steps.
1. From the Relay toolbar, click the Recovery button.
The Print Recovery screen appears.

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2. Click the Device menu option.

The Choose Missing Document(s) screen appears.

3. Select the checkbox for the appropriate document and click the OK
button.
Prompts with instructions on how to proceed appear.

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4. Follow the prompts and click the OK button.

The Print Recovery-Resend Document screen appears.

5. Follow the instructions and click the OK button.

A message appears asking if your document is generating.
If the document is generating, and you click Y (Yes), Apollo collects
information from the host and updates the screen. If you click N
(No), a message appears to call the Customer Support Center.

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Module Review
Using your Course Book or online Help, answer the following questions. Make all reservations in your
name unless told otherwise

1. What is the format to determine linkage for your pseudo city?

2. What is the format to link to your ticket device?

3. What is the HMET table?

4. What is the format to display the ADP Document Options table?

5. What is the format to display the electronic ticket number from a PNR?

6. What is the format to display the TICKET TINS table?

7. What is the format to check device status from your workstation?

8. Write the format to count the number of images in a device buffer.

9. What is the format to access demand sent images on the itinerary device?

10. In Relay, what is the name of the tool button you press to begin fallback and recovery?

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Appendix A: Module Review Answers

This Appendix contains the correct answers for the following module reviews:
Module 3: Issue Tickets
Module 4: Ticketing Modifiers
Module 5: Create Pricing Records
Module 6: Service Fees and MCOs
Module 7: Process Exchanges
Module 8: Refunds
Module 9: ARNE
Module 10: Itinerary and Ticket Remarks
Module 11: Email Itinerary
Module 12: Document Management
Use these answers to verify your answers.

Module 3: Issue Tickets

1. HB:DID
2. HB:DTD
3. Ticket number
4. HMPR
5. No

Module 4: Ticketing Modifiers

1. T:$BZ4
2. T:$BFCK
3. T:$BGEBREFUND[]RESTRICTED
4. HMPR
5. PNR Reference
6. T:$BFAX…/D1212/*12345
R:P
HB:

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Appendix A: Module Review Answers

Module 5: Create Pricing Records

1. Surcharges, NUCs, more than 20 taxes, international itineraries
2. False
3. False
4. To show the fare for both the flown and unflown portions of the
itinerary
5. HH$PR or HH$PRZ0
6. Ticketing modifiers and fares data

Module 6: Service Fees and MCOs

1. US: SF$100.00/FAX370000000000028+D1015
Canada: SF$100.00/FAX370000000000028+D1015
2. The Fare field is the service fee base amount. The commission is
the amount that the travel agent receives.
3. *T or *HT
4. RRVO/8909900105176
5. HHMCO
6. ―Residual‖ appears in the Valid For field

Module 7: Process Exchanges

1. ETREA
2. Even, add collect, refund
3. Authorization to issue a ticket at a reduced amount using the
discount certificate
4. Authorization to issue a ticket a full value using the voucher as final
payment

Module 8: Refunds
1. US: HBRF001542105410
Canada: HBRF001542105410
2. From a PNR: *HTE Without a PNR: *TE/0015421105410
3. ARC/IAR
4. /RP – partial refund, /rc-01 – routing code, /WC-12DF45 – waiver
code
5. No

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Appendix A: Module Review Answers

Module 9: ARNE
1. ASK Travelport answer 3337
2. They have to complete the ARNE activation form found in ASK
Travelport answer 3333.
3. RNEX2:0069900823799/PB/PE0
4. Redisplaying the ARNE saved pricing results avoids a second charge
for processing an ARNE transaction.
5. Once saved, ARNE pricing results are valid until 11:59PM on the
same day. Use the /AQ (archived quote) modifier:
RNEX0061234567891/AQ

Module 10: Itinerary and Ticket Remarks

1. RMA:SEAT12B or RMA1:SEAT12B
2. RMU:PLEASE RECONFIRM TRIP
3. T-SVF-25.00
4. T-CR-35

Module 11: Email Itinerary

1. Mail from (MF:), Mail to (MT:) and Mail Comment (MC:)
2. MC:1¤HAVE A PLEASANT FLIGHT.
3. False
4. EMALL
5. Viewpoint email

Module 12: Document Management

1. HMLD/XXX
2. HMLMXXXXXDT
3. Table that allows you to select a device for refund/exchange
authorizations and allows you to choose when to print them
4. $-XXX/ADP
5. *HTE
6. HMTN/D
7. HMLD
8. HQCLNIATA
9. HQB/ITN/DS
10. Recovery

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Appendix B: Special Process Carriers and Amtrak
This appendix describes the process to book and generate travel documents
for:
Ticketless carriers.
Guaranteed payment carriers.

Southwest Airlines.
Amtrak.

Ticketless Carriers
Ticketless carriers settle payment directly with travel agencies rather than
through ARC or BSP. These carriers work in an environment without paper
or electronic tickets.
The ticketless process allows you to make a booking and end transact the
PNR. After a few seconds, the airline sends an SSR message in the PNR
indicating that payment is required in order to confirm the booking. Ticketless
payment refers to the travel agent sending to the airline credit card payment
via SSR OTHS message in the PNR.
The ticketless process includes the following steps.
1. Make a booking on the ticketless carrier and end transact the PNR.
2. After a few seconds, the airline sends an SSR message in the PNR
indicating that payment is required in order to confirm the booking.
Example
GFAX-SSROTHS1V DJ ITIN CONFIRMED- MUST PROVIDE
PAYMENT
2 SSROTHS1V DJ SUBJ CXL ON/BEFORE 16NOV WITHOUT PYMT
3 OSIYY CONF NBR I1YSF0
3. Re-retrieve the PNR and send the airline an SSR with the customer’s
credit card number before the deadline.
Example
:3SSROTHSCCNNXCA5210000010001001/D1213/ANA MARTINEZ
Note: CC is the airline code and X is the number of passengers.
4. The airline debits the credit card and sends an SSR back to you to
confirm.
Note: Retrieve the PNR after sending payment to ensure that the airline
has accepted payment.
5. Issue an itinerary, invoice, and MIR.

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Appendix B: Special Process Carriers and Amtrak

Guaranteed Payment Carriers

Guaranteed payment carriers also settle payment directly with travel
agencies rather than through ARC or BSP and work without paper or
electronic tickets.
The guaranteed payment process allows you to make a booking but you
must send the payment via SSR before you end transact the PNR. You send
them a credit card number in an SSR and they respond with a confirmation
number and the fare.
The guaranteed payment process includes the following steps.
1. Book segments on the guaranteed payment carrier.
An alert appears indicating that payment is required at time of booking.
2. Add an SSR with the credit card number to pay for the flights.
Example
:3SSRGUARCCNN1VI444444444444444/D0313/LISA LEE
Note: CC is the airline code.
3. Complete the PNR and end transact.
The guaranteed payment carrier validates and debits the credit card and
returns an SSR message with a confirmation number and the fare.
4. Add an unassociated remark to the PNR with the airline’s confirmation
number.
Example
RMU:CC CONFIRMATION NUMBER A12345
5. Build and store a pricing record to issue an itinerary, invoice, and MIR.
Note: If the PNR auto-prices at the same fare that the airline returns,
use the format HH$PR/Z0 to display a pricing record screen that is pre-
populated with the $B pricing information. Once you have displayed the
pricing record, tab and enter at the B in BOOK, enter HBT and T:OK, add
a Received field and end transact.
6. Issue an itinerary, invoice, and MIR.

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Appendix B: Special Process Carriers and Amtrak

Southwest Airlines
To book and produce travel documents for Southwest Airlines, use the
following steps.
Note: A Certificate of Appointment (COA) must exist for your pseudo city
code.
1. Check availability, books flights, prices, and rebook for the desired fare.
Format examples: A18DECAUSMAF+WN
01Y1
$B $BB0
2. Complete the PNR and end/retrieve (ER) it.
Southwest confirms the flight segments. When you end/retrieve the PNR,
the segments appear as PN status. Within 12 hours (but usually within
seconds) Southwest changes segments to status KK, UC, or UN and
sends an ACKN field with the Southwest record locator if confirmed.
Note: If Southwest does not respond within 12 hours, cancel and rebook
the flights.
3. Retrieve and update the PNR. If the status code is PN, ignore and
retrieve (IR) the PNR until the status changes. If the status code is KK,
change the KK to HK. If the status code is UC or UN, cancel and rebook
new flights.
4. Price the itinerary and request credit card authorization. The amount to
be approved must exactly match the stored fare amount.
Format example: $B
JVVI442780666666666/T584.00/1213/MWN
5. Store the fare and add a Received field.
Note: A stored fare (T:$B) in US dollars is required regardless of point
of sale. A pricing record (HHPR) is not permitted.
Southwest requires a credit card, expiration date, cardholder’s name
(FIRST.LASTNAME -- period required between names) and
authorization code. You can enter this data in the Form of Payment field
(F-), in the ATFQ field (T:$B), or in the ticketing entry (HB:).
Format example:
T:$BFVI442780666666666+D1213+-GRACE.TANAKA+*134235
R:GRACE
6. Send a request for Southwest to issue the ticket.
Note: If the credit card number, expiration date, cardholder’s name and
authorization code appear in either the Form of Payment or the ATFQ
field, you can enter HB:
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Apollo ensures that:
All segments are confirmed.
Stored fare applies to all passengers, all segments.
Fare is stored in US dollars.
Credit card, expiration date, cardholder’s name and authorization
code appear in Form of Payment field, the ATFQ field, or the
ticketing entry.
Earliest segment booked is not before yesterday.

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Appendix B: Special Process Carriers and Amtrak

Apollo adds an SSR GUAR to the PNR.

Example:

SSRGUARWNNN1VIXXXXXXXXXXX6666/D1213/GRACE.TANAKA
Apollo then marks the PNR internally as being ticketed and end transacts
the PNR.
When Southwest receives the SSR GUAR, they send an OSI confirming
or rejecting the ticketing action.
If Southwest confirms ticketing:

OSI includes amount and record locator.

Example: :3OSI1V ETR WN 584.00USD CF-CZFPZK
OSI includes ticket number
Example: :3OSI1V ETR WN TKE 5262118048075 03FEB2011
TANAKA/GRACE
SSR GUAR remains in PNR.
PNR is locked.
Although the PNR is locked, you can:

Update due to schedule change.

Cancel the itinerary.
Add/cancel auxiliary (car/hotel/tour) segments.
Add e-mail, address, and SSR updates.
You cannot:

Add or cancel flight segments.

Perform a Name change.
Divide the PNR.
Reduce the number in party.
If Southwest rejects ticketing:

OSI includes reason for denial.

SSR GUAR is deleted from the PNR.
You may make changes to the PNR.
You may request ticketing again.
7. Issue an itinerary, invoice, and MIR.

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Appendix B: Special Process Carriers and Amtrak

Amtrak
To sell Amtrak segments, use the following guidelines:
Reference sell from an Apollo Amtrak availability display.
For connections, make a separate reference sell for each segment.
You do not need to redisplay availability.

Maximum number of passengers per sell is 7.

Maximum number of rooms per sell is 1.

Maximum number of Amtrak segments per PNR is 12.

Amtrak does not process waitlist segments.

You should build Amtrak PNRs separately from air, car, hotel, and
tour PNRs.
You can only enter Amtrak PNRs booked directly with Amtrak in
Apollo as TUR ZZ segments.
If you sell an auto train, reference sell a seat for the passenger in the
applicable class of accommodations and then reference sell a space
for the car in A class. An OSI must be included to indicate make,
year, model, license plate number, and two-letter state code for state
registration.
Repeat and end transact (RESALL) does not apply to Amtrak
segments.
To sell an Amtrak segment, type 01C1 and press Enter.
0 - sell
1 - one seat
C - coach seat or appropriate booking code
1 - line number from availability
Note: You must sell connecting segments one at a time.
If the passenger types are other than adult, add an OSI field to advise
Amtrak of the passenger type to price accordingly.
Example: :3OSI 2V T$ 1F1H
2V - carrier code
T$ - Amtrak automated faring
1F1H - number of passengers and passenger type codes
Passenger type codes:
F - full paying adult
H - child
E - senior citizen
G - government employee
M - military
To issue an Amtrak ticket, display the PNR.

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Appendix B: Special Process Carriers and Amtrak

Make sure you have a FOP stored.

Note: Issuing an Amtrak ticket does not print the car or hotel on the
invoice. You must use a separate HBDID entry after you issue the
Amtrak ticket. To issue the Amtrak ticket Type L2V/HB and press
Enter.

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 Copyright
©2011 Travelport Inc. All rights reserved. All Travelport logos and marks as well as all other Travelport proprietary
materials depicted herein are the property of Travelport Inc. and/or its affiliates.
Notes About Examples
All screen examples and other inserts associated with system output are provided for illustration purposes only. They
are provided as illustrative examples of system functionality and are not meant to represent actual screen responses,
rates, etc.

V1.2