Week 7

School of Hospitality and Tourism Overview

  • Institution: Seneca

Agenda

  • Review of building Passenger Name Records (PNRs)

  • Adding Special Service Requests (SSRs), Other Service Information (OSIs), and Remarks to a PNR

  • Selecting seats from the Seatmap

  • More practice booking PNRs

Getting Started with Booking

  • Step-by-step Instructions to Create a New PNR:

    • Access the ARD Web Application

    • Create a New PNR

    • Search Availability:

    • From Toronto Heathrow (LHR) to Nice (NCE)

    • For 3 adults

    • Date: Two weeks from the current date

    • Require a return flight one week later

    • All passengers want to be seated together

    • All passengers are requesting a Vegetarian Meal (VGML)

Review Process for Creating PNRs

  • Step 1: Create New PNR

  • Step 2: Search for Availability

  • Step 3: Add PNR Elements

  • Step 4: Service Pricing

  • Step 5: Manage Form of Payment

  • Step 6: Issue Documents

Understanding Ancillary Services

  • Definition:

    • An optional service that a passenger can book alongside an airline ticket.

  • Examples of Ancillary Services:

    • Special meals

    • Seat selection

    • Baggage

    • Wheelchairs

    • Lounge access

  • Important Notes:

    • Certain ancillary services can only be purchased:

    • At the same time as the airfare

    • After the ticket has been issued

    • These services can only be sold as associated services with a flight reservation.

    • Booked through SSR elements.

Special Service Requests (SSRs)

  • Purpose of SSRs:

    • Used to request special services for a passenger.

  • Examples of SSRs include:

    • Meal requests

    • Wheelchair assistance

    • Specific seat bookings

  • Confirmation Requirement:

    • The airline must confirm the SSR request before the passenger travels to ensure readiness for the flight.

    • This confirmation is usually done automatically.

Types of Special Service Requests (SSRs)

  • Common SSR codes:

    • BEV: Beverage service request

    • EXST: Excess baggage

    • MEAL: Meal request

    • MEDA: Medical assistance request

    • PAX ASSIST: Passenger assistance

    • XBAG: Extra bag request

    • SEAT: Seat selection

    • UMNR: Unaccompanied minor request

    • UPGD: Upgrade request

    • WCHR: Wheelchair request

    • WIFI: Wi-Fi service request

Procedure to Reserve a Seat

  • Steps to Add SSR for Seat Reservation:

    • Add an SSR request for seat selection.

    • Choose 'Seat' from the list of services.

    • This action triggers a display of the seat map.

    • Select one or more passenger seats for the flight.

    • Important: Each flight segment must be selected separately.

Chargeable and Free Services

  • Notable Points:

    • The next slides will list chargeable versus free services available.

    • Collaboration is encouraged at tables to categorize SSRs into chargeable and non-chargeable categories.

  • Definition of SSRs:

    • Clarification on what qualifies each SSR as chargeable or free, depending on the airline's policies.

Adding and Issuing Tickets for Chargeable Services

  • Process to Add Chargeable Services:

    • Go to the PNR tab and select the Services panel.

    • Click on Add Service.

    • In the Services panel, navigate to the desired service category.

    • If the flight itinerary is already priced, both free and chargeable services will be visible.

    • Chargeable services are marked with a Green dollar sign ($).

    • Confirm the price for the selected service:

    • The system will create a Transactional Stored Miscellaneous (TSM).

    • After collecting payment, issue the E-ticket for the service.

TSM Confirmation

  • Definition of TSM:

    • TSM stands for Transitional Stored Miscellaneous.

  • Creation of TSM:

    • Automatically generated by the system when the price for a chargeable SSR is confirmed.

Issuing Electronic Miscellaneous Document (EMD)

  • Conditions to Issue an EMD:

    • There must be a PNR containing a chargeable service (SSR element).

    • A TSM for that service must already exist.

    • Payment for the TSM must be completed before the EMD is issued.

Other Service Information (OSIs)

  • Purpose of OSI Element:

    • An OSI element conveys special information regarding passengers in the PNR to the airline.

  • Key Characteristics:

    • It does not constitute a service request and does not require airline confirmation.

Remarks in PNRs

  • Definition of Remarks:

    • Remarks contain additional comments or information about passengers and their specific bookings.

  • Visibility:

    • Airline staff do not see remarks; they are strictly for use by booking agents or agencies.