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Automated Electronic Ticket Exchanges and Refunds

VIEWS: 11 PAGES: 17

									Documentation                     Automated Electronic Ticket Exchanges and Refunds




                 Lesson:         Automated Electronic Ticket
                                 Exchanges and Refunds
                 Total Time:     45 minutes
                 Content:        30 minutes
                 Question/answer 15 minutes
                 :

Lesson Description:

This class is designed to introduce you to the Electronic Ticket system
enhancements for automated exchanges and refunds. The Refund
Exchange Authorization coupon is described as well as features of
Electronic Ticket Records and Electronic Ticket Acknowledgments. The
Electronic Refund Authorization Request template is explained.


Author: Allison Best
SME: Nancy Jensen
Approved:

Master PNR: BARNES/SHEILA/STANLEY (MZG8P8)
Graphic: refund exchange.jpg

þ Instructors’ Notes
Clone the PNR. New flights and tickets must be issued for the Barnes
PNR 24 hours in advance of the class in order to perform an
Automated Refund for Stanley. U.S. Airways flights between RSW and
CLT were used. ETKTs were issued for both. An exchange should be
performed on Sheila’s ticket ahead of time. The refund should be
performed in class.

Electronic exchanges and refunds cannot be voided, but any other
transactions should be voided from the DDL.
Day prior:
EC*A/FP…..7T/
ER
EZE*
EZEL#$*EET….X*A#KEX#N1.1

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Documentation                       Automated Electronic Ticket Exchanges and Refunds



ÿ    PowerPoint - 1

                               Welcome
                                  to
          Automated Electronic Ticket Exchanges and Refunds


ÿ    PowerPoint - 2

                                 Objectives

At the end of this lesson, you will be able to

• Define Automated Electronic Ticket Exchanges and Refunds.
• Explain the function of the Refund Exchange Authorization (REA)
  coupon.
• Locate Airline GRS pages for ETKT functionality.
• Use the Electronic Refund Authorization Request template.


ÿ    PowerPoint – 3

                                   Agenda

•   Review the purpose of Automated Exchanges and Refunds.
•   Go over guidelines and reference pages.
•   Look at the Refund Exchange Authorization (REA) coupon.
•   Look at an exchanged ticket validated on a participating airline.
•   Perform a refund using the Electronic Refund Authorization Request
    template.

þ Instructor’s Notes
Worldspan is implementing electronic exchanges and refunds for e-ticket at
the request of the airlines. The ability to print e-ticket flight coupons is
being phased out by airlines offering electronic ticketing.




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Documentation                      Automated Electronic Ticket Exchanges and Refunds



Automated Electronic Ticket Exchange and Refund is already available for
Worldspan host carriers and airline partners. As airlines complete
programming for electronic exchanges and refunds, they will be added as
participants in Worldspan.

Automated Electronic Ticket Exchange and Refund participants use Refund
Exchange Authorization (REA) coupons to replace printed e-ticket flight
coupons.


ÿ    PowerPoint - 4

• Automated Electronic Ticket Exchange:

Produces the REA coupon at the time of the exchange. Exchange can be
done manually, with a script, or with Automated Reissue. No new entries
are required.


ÿ    PowerPoint - 5

• Automated Electronic Ticket Refund:

Produces the REA coupon at the time of refund. ELECTRONIC REFUND
AUTHORIZATION REQUEST must be selected in the ETR. The refund
template must be completed.


þ Instructor’s Notes
Let’s continue for a look at guidelines for Automated Electronic Ticket
Exchange.




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Documentation                     Automated Electronic Ticket Exchanges and Refunds



ÿ    PowerPoint - 6

                AUTOMATED ELECTRONIC TICKET EXCHANGE

• As airlines complete programming for electronic exchange, they may
  elect to suppress the ETR PRINT OPEN FOR USE COUPON option in
  the Electronic Ticket Record (ETR).

• Agencies must be on interface level 17 or above for Automated
  Electronic Ticket Exchange and have the interface level indicator of “R”
  activated.


ÿ    PowerPoint - 7

                 AUTOMATED ELECTRONIC TICKET EXCHANGE

• To exchange an e-ticket, at least one flight coupon in the ETR must
  have OPEN FOR USE or AIRPORT CONTROL status. AIRPORT
  CONTROL limits the exchange to airport personnel.

• The validating carrier on the exchange document must be the same as
  the validating carrier on the new ticket.


þ Instructors’ Notes
Participants in Automated Electronic Ticket Exchange use REA coupons
instead of printed e-ticket flight coupons. The REA coupons print when the
exchange is completed and the new ticket is issued. The airline may not
allow print capability for e-ticket flight coupons (British Airways).

REA coupons replace printed e-ticket flight coupons as settlement
documents. If your agency participates in Interactive Agent Reporting
(I.A.R.) with the Airlines Reporting Corporation (ARC), a REN is not
required with the REA. Always check with agency and settlement p lan
procedures for complete instructions.



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Documentation                       Automated Electronic Ticket Exchanges and Refunds



Participation in Automated Electronic Ticket Exchanges and print capability
can be checked in INFO ETXX0 (XX = airline code).
Let’s look at U.S. Airways.


:    Application Sharing

1. Access the e-ticket page for U.S. Airways.

                                 INFO ETUS0

>   ELECTRONIC TICKETING - US AIRWAYS                INFO ETUS0

E-TICKETING FUNCTIONS/GUIDELINES
------------------------------------------------------------
BULK TICKETING FARES           YES
CLAIM PNR                      YES
CODESHARE TICKETING            NO
E-EXCHANGE                     YES
E-HISTORY                      NO
E-REFUND                       YES
E-VOID                         YES
ETR DISPLAY     MIN/MAX        07DAYS/13MONTHS
GROUP PNR                      YES
INTERLINE TICKETING            NO
MAXIMUM NAMES PER TRANSACTION 7)>




þ Instructors’ Notes
U.S. Airways does participate. For a list of airlines participating in
electronic ticketing, see INFO ETKTLIST.


2. Access INFO ETKTLIST.

                              INFO ETKTLIST




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Documentation                       Automated Electronic Ticket Exchanges and Refunds




>   ELECTRONIC TICKETING PARTICIPANTS - INDEX     INFO ETKT PART
                                                  INFO ETKT LIST

AEROMEXICO             -   AM             >INFO    ETAM0(
AIR CANADA             -   AC             >INFO    ETAC0(
ALASKA AIRLINES        -   AS             >INFO    ETAS0(
AMERICA WEST           -   HP             >INFO    ETHP0(
AMERICAN AIRLINES      -   AA             >INFO    ETAA0(
AMERICAN TRANSAIR      -   TZ             >INFO    ETTZ0(
BRITISH AIRWAYS        -   BA             >INFO    ETBA0(
CONTINENTAL AIRLINES   -   CO             >INFO    ETCO0(
DELTA AIR LINES        -   DL             >INFO    ETDL0(
FRONTIER AIRLINES      -   F9             >INFO    ETF90(
HAWAIIAN AIRLINES      -   HA             >INFO    ETHA0(
LUFTHANSA              -   LH             >INFO    ETLH0()>




þ Instructors’ Notes
Each airline has its own page to check for participation in Automated
Electronic Ticket Exchanges and Refunds.

Let’s take a look at the REA coupon.


+ Follow Me
URL: REA coupon graphic
http://dls3.wspan.com/learningspace4/courses/documents/rea.htm

þ Instructors’ Notes
REA coupons are applicable for ATB ticket stock or plain paper printing. If
there are multiple e-ticket exchange documents in a single transaction,
including conjunctive tickets, a separate REA is printed per ticket number
set.

Coupon areas to explain:

EXCHANGE AUTH – Shows EXCHANGE AUTH or REFUND AUTH

EXCHANGED TICKETS – Shows exchanged or refunded ticket numbers.


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Documentation                      Automated Electronic Ticket Exchanges and Refunds



SAC – Settlement Authorization Code sent by airline for electronic
exchanges and refunds. This is a code the airlines use to indicate that the
coupon status in their database was valid for an exchange or refund.

ENDORSEMENT RESTRICTIONS AREA – Shows variable data including
advisory to review restrictions for exchange or refund document, and fare
calculation line.

Let’s take a look at the electronic ticket document distribution template
(4G#ME).


:   Application Sharing

1. Display the electronic ticket document distribution template.

                                   4G#ME

4G2653218#ME ETKT PRINTER ASSOCIATION FOR 2653218     001
       TYPE TF PTR     IATA      CRTS
       AUD (H1 (5F0102(2653218 (021105 (021106 (021107 (021108    (
                               (       (       (       (          (
       AGT (H1 (5F0102(2653218 (021105 (021106 (021107 (021108    (
                               (       (       (       (          (
       PAX (H1 (5F0104(3100075 (021105 (021106 (021107 (021108    (
                               (       (       (       (          (
       CHG (H1 (5F0105(3789358 (021105 (021106 (021107 (021108    (
                               (       (       (       (          (
       REA (H1 (5F0102(2653218 (021105 (021106 (021107 (021108    (
                               (       (       (       (          (
       ENTER HERE WHEN COMPLETE (UPDATE COMPLETE)>




þ Instructors’ Notes
(Above is example only, use the PQ2 template.)

To issue REA coupons, the electronic ticket document distribution template
(4G#ME) must be updated with the appropriate coupon type (REA). CRT
addresses must be associated to the printer used to print the REA
coupons.

Let’s look at the Electronic Ticket Acknowledgment (ETA) area of a PNR
that has been electronically ticketed.
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Documentation                        Automated Electronic Ticket Exchanges and Refunds




2. Display the PNR for Sheila and Stanley Barnes.

         *-BARNES (use PNR created for this session)
                             *ETA

ETA- ELECTRONIC TICKET ACKNOWLEDGEMENT/AUTHORIZATION
   1.US   I 12APR01 120514 ETR 0379010130064 - BARNES/SHEILA
   2.US   E 12APR01 120700 ETR 0379010130064 - C0370SD2XW94ZX
   3.US   I 12APR01 120700 ETR 0379010130066 - BARNES/SHEILA
   4.US   I 12APR01 120514 ETR 0379010130065 - BARNES/STANLEY
>




þ Instructors’ Notes
Item 1 is the ETA for the original e -ticket for Sheila Barnes.
Item 2 is the ETA for the exchange transaction and includes the Settlement
Authorization Code (SAC).
Item 3 is the ETA for the exchange (new) e-ticket for Sheila
Item 4 is the original e-ticket for Stanley Barnes, and has not been
exchanged.

When exchanges are completed on the PNR used to issue the original
ticket, an Electronic Ticket Acknowledgment (ETA) for the exchange
document is added with a new status code of E to indicate exchange. All
ETAs for electronic exchanges contain the Settlement Authorization Code
(SAC).

Let’s look at the Electronic Ticket Record for Sheila’s original ticket.


3. Display the ETR for Sheila’s ticket.

         ETR0379010130064 (use current ticket number)

TICKET 0379010130064    BARNES/SHEILA       MZJRGG/1P/PQ2 9906477
CPN FROM/TO FLT      DATE    FBC              STATUS
1   RSWCLT US368     16JAN02 Y8P             EXCHANGED
2   CLTRSW US769     28JAN02 Y8P             EXCHANGED

 >ETR VIEW TICKET DATA                    ( )
 >ETR VOID ELECTRONIC TICKET              ( )
 >ETR PRINT *OPEN FOR USE* FLIGHT COUPONS ( )
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Documentation                         Automated Electronic Ticket Exchanges and Refunds


    >ELECTRONIC REFUND AUTHORIZATION REQUEST ( )
>

þ Instructors’ Notes
The coupon status in the ETR of the exchanged electronic ticket is updated
to show EXCHANGED when the transaction is complete. Notice that U.S.
Airways allows e-ticket print capability even though they participate in
Automated e-ticket Exchanges and Refunds.

Production of the REA coupon and all updates to the ETA, ETR, DDL and
other system reports are automatic and require no new entries with
Automated Electronic Ticket Exchange participants. Normal exchange
entries still apply.

Let’s talk about Automated Electronic Ticket Refunds.

Airlines participating in Automated Electronic Ticket Refunds use the ETR
ELECTRONIC REFUND AUTHORIZATION REQUEST option to process
refunds for e-tickets. Selecting this option with an X or R displays the
electronic refund template.

In a moment we’ll refund Stanley’s e-ticket. First let’s look at the guidelines
for Automated Electronic Ticket Refund.


ÿ      PowerPoint – 8

                AUTOMATED ELECTRONIC TICKET REFUNDS:

• Automated Electronic Ticket Refunds are limited to domestic U.S.
  itineraries at this time.

• Full refunds are not allowed on the same day the e-ticket is issued. Use
  ETR VOID in this situation.

• Partial refunds are allowed on the same day the ticket is issued,
  provided at least one of the coupons has a status other than OPEN FOR
  USE.



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Documentation                      Automated Electronic Ticket Exchanges and Refunds



ÿ    PowerPoint – 9

                AUTOMATED ELECTRONIC TICKET REFUNDS:

• If the PNR is still active a refund acknowledgment (RF) is automatically
  added to the ETA display.

• A refund item with electronic refund ER status is added to the Daily
  Document Log (DDL).


þ Instructors’ Notes
Worldspan offers an enhanced interface accounting message (TAIR) for
agencies at interface level 17 or higher. Back office accounting systems
must also have programming in place to interface the new electronic refund
data. If programming has not been completed for your location, contact
your back office accounting system vendor for more information.

Let’s practice refunding an e-ticket with the Electronic Refund Authorization
Request.


:   Application Sharing

1. Redisplay the PNR for Barnes.

                                       *R

1P- 2POFO2
 1.2BARNES/SHEILA/STANLEY*2ADT
 1 US 368V 16JAN WE RSWCLT HK2   700A 847A/O $ J01 E
 2*US5828V 16JAN WE CLTRDU HK2   929A 1014A/X $ J01 E
 3 US2048V 31JAN TH RDUCLT HK2   925A 1014A/O $ J02 E
 4 US1953V 31JAN TH CLTRSW HK2 1105A 1256P/X $ J02 E
P- 1.PQ2 770 555-1234-T/WORLDSPAN TRAVEL/LANNY
T- 1.T/11APR1445 1P/PQ2/AA*E0379010130058 I000150 *I N1.1
A-CM5*$C50.00
TKG FAX-AUTO PRICED FARE TYPE EX
FQ-    4PQ
       FARE QUOTED 11APR BY AGT-AA/PQ2
       ADT FMY US X/CLT US RDU 78.14US X/CLT US FMY
)>


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Documentation                         Automated Electronic Ticket Exchanges and Refunds




2. Display the ETR for Stanley’s ticket.

{See if class can give you entries to find Stanley’s ticket number and pull up
the ETR.}

                           *DH (or *ETA, etc.)
                     ETR0379010130065 (or ETR#N1.2)

TICKET 0379010130065    BARNES/STANLEY       MZJRGG/1P/PQ2 9906477
CPN FROM/TO FLT      DATE    FBC               STATUS
1   RSWCLT US368     16JAN02 Y8P              OPEN FOR USE
2   CLTRSW US769     28JAN02 Y8P              OPEN FOR USE

    >ETR VIEW TICKET DATA                    (    )
    >ETR VOID ELECTRONIC TICKET              (    )
    >ETR PRINT *OPEN FOR USE* FLIGHT COUPONS (    )
    >ELECTRONIC REFUND AUTHORIZATION REQUEST (    )
>




3. Tab to Electronic Refund Authorization Request, and enter X or R
in the parenthesis.


ELECTRONIC REFUND AMOUNT VERIFICATION            DATE OF ISSUE 12APR01
TICKET 0379010130065      BARNES/STANLEY         MZJRGG/1P/PQ2 9906477
                                                                >VIEW
*FULL FARE DATA*       *PARTIAL FARE DATA*       *PENALTY FOR REFUND*
FARE: USD     1036.26    FARE:(        )          AMT:(       )
 TAX: US         77.74    TAX:(        )         *COMMISSION EARNED*
 TAX: ZP          6.00    TAX:(        )          AMT:(       )
 TAX: XF          3.00    TAX:(        )         *COMMISSION RECALLED*
 TTL: USD     1123.00     TTL:(        )          AMT:(       )

ACTION ( ) F/FULL REFUND P/PARTIAL REFUND H/HELP E/EXIT
>




þ Instructors’ Notes
The electronic refund template is displayed with full fare data for the e -
ticket. This data comes from the ETR stored in the airline database, and
cannot be modified.



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Documentation           Automated Electronic Ticket Exchanges and Refunds



Display Explanation:
DATE OF ISSUE 12APR01   Date ticket was issued.


TICKET 0379010130065    Ticket number, passenger name, record
BARNES/STANLEY          locator, airline or CRS code, SID and
MZJRGG/1P/PQ2 9906477   agency IATA.

>VIEW                   Internal Worldspan processing only.
*FULL FARE DATA*        Full amount of the ticket from airline
FARE: USD     1036.26   database (ETR). These amounts cannot
 TAX: US        77.74   be changed.
 TAX: ZP         6.00
 TAX: XF         3.00
 TTL: USD     1123.00
*PARTIAL FARE DATA*     Partial refund amounts must be filled in
FARE:(        )         when not refunding in full.
 TAX:(        )
 TAX:(        )
 TAX:(        )
 TTL:(        )
*PENALTY FOR REFUND*    Penalty amount.
 AMT:(       )
*COMMISSION EARNED*     Administrative commission on penalty,
 AMT:(       )          or
                        agency service fee.
*COMMISSION RECALLED*   Commission to be recalled.
 AMT:(       )
H/HELP                  Enter H in the ACTION field to access
                        a help template with field definitions.
E/EXIT                  Enter E in the ACTION field to exit.




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Documentation                         Automated Electronic Ticket Exchanges and Refunds



4. Tab or click in the *COMMISSION RECALLED* amount field and
type 50.00 for recall commission of $50.00.

5. Tab or click in the ACTION field and enter F for full refund.


ELECTRONIC REFUND AMOUNT VERIFICATION            DATE OF ISSUE 12APR01
TICKET 0379010130065      BARNES/STANLEY         MZJRGG/1P/PQ2 9906477
                                                                >VIEW
*FULL FARE DATA*       *PARTIAL FARE DATA*       *PENALTY FOR REFUND*
FARE: USD     1036.26    FARE:(        )          AMT:(       )
 TAX: US         77.74    TAX:(        )         *COMMISSION EARNED*
 TAX: ZP          6.00    TAX:(        )          AMT:(       )
 TAX: XF          3.00    TAX:(        )         *COMMISSION RECALLED*
 TTL: USD     1123.00     TTL:(        )          AMT:(50.00 )

ACTION (F F/FULL REFUND P/PARTIAL REFUND H/HELP E/EXIT
>
  REFUND PROCESSED
>




þ Instructors’ Notes
For full refunds on non-penalty tickets, this is all that is required to process
the refund. Partial refunds, or penalty refunds require additional
information in the appropriate template fields. The REA coupon or coupons
print at this time.

Let’s look at the ETR for this ticket.


5. Display the ETR for Stanley Barnes again.

                              ETR0379010130065

TICKET 0379010130065    BARNES/STANLEY       MZJRGG/1P/PQ2 9906477
CPN FROM/TO FLT      DATE    FBC               STATUS
1   RSWCLT US368     16JAN02 Y8P              REFUND
2   CLTRSW US769     28JAN02 Y8P              REFUND

    >ETR VIEW TICKET DATA                    (    )
    >ETR VOID ELECTRONIC TICKET              (    )
    >ETR PRINT *OPEN FOR USE* FLIGHT COUPONS (    )
    >ELECTRONIC REFUND AUTHORIZATION REQUEST (    )
>



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Documentation                           Automated Electronic Ticket Exchanges and Refunds



þ Instructors’ Notes
The ETR for the refunded ticket now shows the status REFUND. The
coupon status of REFUND is final. Void is not allowed for refunded or
exchanged tickets.


6. Display the electronic ticket acknowledgment.

                                         *ETA

ETA- ELECTRONIC TICKET ACKNOWLEDGEMENT/AUTHORIZATION
   1.US   I 12APR01 120514 ETR 0379010130064 - BARNES/SHEILA
   2.US   E 12APR01 120700 ETR 0379010130064 - C0370SD2XW94ZX
   3.US   I 12APR01 120700 ETR 0379010130066 - BARNES/SHEILA
   4.US   I 12APR01 120514 ETR 0379010130065 - BARNES/STANLEY
   5.US RF 12APR01 123241 ETR 0379010130065 - C0370T0FXW94ZX
>




þ Instructors’ Notes
If the PNR has not been purged, the ETA is updated with a refund item RF
containing a Settlement Authorization Code (SAC).


7. Display the daily document log.

                                             DD

                        DAILY DOCUMENTATION LOG
DISTANCE LEARNING                                  9906477    12 APR 01
ITEM    GROSS P     S  A/L TKT NBR            COMM    PSGR NAME INVOICE
000001   183.00A    N E0379010130057            7.81 BARNES/S 00000149
000002 1242.00A     N E0059010130059           50.00 POOLE/CO 00000151
000003 1242.00A     N E0059010130060           50.00 POOLE/RE 00000151
000004 1123.00A     V E0379010130061           50.00 BARNES/S 00000152
000005 1123.00A       E0379010130062           50.00 BARNES/S 00000152
000006    75.00A    EXE0379010130063           25.00 BARNES/S 00000153
000007 1123.00A       E0379010130064           50.00 BARNES/S 00000154
000008 1123.00A       E0379010130065           50.00 BARNES/S 00000154
000009 1123.00A     ERE0379010130065           50.00 BARNES/S
000010    75.00A    EXE0379010130066           25.00 BARNES/S 00000155

)>




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Documentation                    Automated Electronic Ticket Exchanges and Refunds



þ Instructors’ Notes
The DDL is now updated with the code ER for electronic refund.
Exchanges are updated with the code EX.

Back-office accounting systems accepting electronic refund data may not
require REN forms. Check with your agency or settlement plan for full
settlement procedures.

See INFO ET REFUND for a complete explanation of the ETR Electronic
Refund Authorization Request option.




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¥ Summary review
ÿ    PowerPoint – 10

                                 Summary

Use INFO ETKT LIST for a list of airlines participating in electronic
ticketing.

Use INFO ETXX0 (XX = airline code) for individual airline e-ticket pages.

Participants in Automated Electronic Ticket Exchanges and Refunds use
Refund Exchange Authorization coupons in place of printed flight coupons.


ÿ    PowerPoint - 11
                                 Summary

There are no new entries to learn for Automated Electronic Ticket
Exchanges. A REA coupon is produced at the time of exchange.

The Electronic Refund Authorization Request template is used to perform
refunds for participants in Automated Electronic Ticket Refunds.

The Electronic Refund Authorization Request template is accessed from
the Electronic Ticket Record (ETR).




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Documentation                     Automated Electronic Ticket Exchanges and Refunds



ÿ    PowerPoint - 12
                                Summary

Full refunds cannot be performed on the day the ticket is issued. Only
partial refunds can be done the same day of issue, provided at least one
coupon does not show OPEN FOR USE status.

Refunded and exchanged tickets cannot be subsequently voided.

The airlines send a Settlement Authorization Code (SAC) to indicate the
exchange or refund was authorized.


ÿ    PowerPoint – 13
                               Questions


ÿ    PowerPoint – 14

                             Related Topics

Virtual e-Learning:

Electronic Ticketing
Ticket Exchange
Automated Reissue
EZ Documentation I and II


ÿ    PowerPoint - 15

                               Thank You


ÿ    PowerPoint - 16

                               Evaluation



050801                           17

								
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