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					flight        2013
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                 PHOENIX
                 Version 1.2 – User Guide
                 (For FCM Internal Use Only]
                 [It is better to have failure happen early in life. It wakes
                 up the PHOENIX in you so you rise from the ashes]




                                              Prepared By : Amit Malik
                               Checked and Approved By : Gaurav Luthra
                                         Updated Version :21 Mar 2013
               (For Internal Use only)




                                         INDEX
         AIR on Phoenix

     Introduction ………………………………………………………………………………………….04
     Log in Details………………………………………………………………………………………… 05
     Home Page ……………………………………………………………………………………………06
     My Account …………………………………………………………………………………………..07
    a) Manage User ………………………………………………………………………………………..08
    b) Create Manual Cart …………………………………………………………………………..09-11
    c) Manage Cart ………………………………………………………………………………………..12
    d) View Air Sales reports…………………………………………………………………………..13

     Search and Book ………………………………………………………………………………14-18
     Smart Selling ……………………………………………………………………………………18-19

        Hotels on Phoenix

       Introduction ………………………………………………………………………………………….20
       Log in Details………………………………………………………………………………………… 21
       Hotel Search Page ………………………………………………………………… ……………..22
       Availability Result Page …………………………………………………………………………23

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               (For Internal Use only)

       Hotel Cancellation Policy ……………………………………………………………………….24
       Book Room………………………..…………………………………………………………………..25
       More Amenities………………….…………………………………………………………………26
       Hotel Booking Page ……………….…………………………………………………………… 28
       Smart Selling / Mark Up…………….………………………………………………………….28
       Payment Selection……………………….……………………………………………………….28
       Hotel Cancellation Process…………….……………………………………………………..29
       Hotel Amendments ……………………………………………………………………………..29
       Manual Import for Offline booking……………………………………………………….30
       Supplier exceptions………………………………………………………………………………31
       Complaints / Escalations……………………………………………………………………….31
       Hotel Sales Reports……………………………………………………………………………….32

        Calling Cards on Phoenix

       Phoenix Home page for calling………………………………………………………………33
       Request Form……………………………………………………………………………………33-34
       Reference Number ………………………………………………………………………………35
       Status Check ………………………………………………………………………………………..35
       View Calling cards carts………………………………………………………………………..36
       View Sales Reports……………………………………………………………………………….36

        VISA on Phoenix

       VISA tab on Homepage…………………………………………………………………………37
       VISA Forms…………………………………………………………………………………………..38
       How to submit OLVT request……………………………………………………………….39
       How to Check OLVT Status……………………………………………………………………42

        Insurance on Phoenix

     Book Insurance on Air Tickets ……………………………………………………………..43
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               (For Internal Use only)

     Insurance Reports………………………………………………………………………………..46

Introduction

In the changing and challenging business environment of the travel industry, we have to make
continuous effort to cater to our client in more efficient and professional manner, to take one
step forward in the same direction we are introducing “PHOENIX” – a single search engine for
all travel needs.

This product is meant to address the travel booking needs of the traveler, travel administrators
and key decision makers in the client and partner organizations. It also provides a single
window to the travel agency staff to search and respond to booking queries of their customers.
The platform supports 100% tracking of all booking and any further amendments and
cancellations to the cart. Now share your distribution power with your partners’ using the
Booking Api (Application Programming Interface) and Accounting Api provided.

Key Features

     Provide 100% Automated Travel Booking solutions to your clients 24x7
     One-Click PNR, Ticket and E-ticket print-out generation An intuitive, user-friendly and
      Customizable user interface with CMS support for real-time content updates
     Exhaustive search result display through GDS and Multiple Supplier Api Integrations for
      all products with real-time Filtering, Sorting & Email
     Custom Commercials ensuring 100% accurate reporting
     Online Cancellations and ability to track Offline amendments
     Multiple payment gateway integrations: BTA, Amex, Visa, Master, Cash Cards,
      Automated GDS pass-through, etc
     Powerful sales and accounting reports, analytics and visual charts enabling you to track
      your business real-time
     Sell online and track usage of Super Saver Coupons
     Automated SMS and Email alerts



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               (For Internal Use only)




1. Log In – All Fcm employees are advised to log in as “Staff” using the staff log in with their
email id’s and password received from your administrator.




2. Home page – The single search page for all domestic and international flights including LCC.
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               (For Internal Use only)




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               (For Internal Use only)

3. My Account: By clicking on the drop down list under “My Accounts” it will show you the
available options from where you can manage the various aspects of “Phoenix”, the list
includes:

a) Manage User
b) Create Manual Carts
c) Manage Cart
d) View Sales Report




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               (For Internal Use only)



   a) Manage User: Manage User is mainly used to Emulate into the Shop to initiate the
      booking, this is similar to the 1A PCC jump in.

You should choose the corporate for which you need to do the booking, once you type the
initials of the corporate it will give you a drop down to retrieve the corporate profile (click on
R             )




The corporate profile will be displayed in the below format, once verified you may click
“Emulate” to enter / emulate in the corporate profile for bookings.




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               (For Internal Use only)

The company Profile will show the company logo / Company Name and the available balance
for the bookings,




   b) Create Manual Cart:

   In case any booking has need hold / booked offline (on 1A), the same can be imported on
   Phoenix, this process will ensure:

   i) Correct tour code, discounting while ticketing
   ii) Capture the required MI fields for reports / MIS and incentive calculation.




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                (For Internal Use only)

Click on

Please verify the PNR details and click on




Please verify the booking details and enter the mandatory field and click on                 to
create the Cart, please note:

   i) In case of unticketed PNR, ticket can be issued simply by clicking on “Book Flights"
   ii) In case you are importing a offline ticketed Pnr, you may still clink on “Book Flights” to
           create the Cart as it will not issue the ticket if the pnr already have the “FA” element.
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                (For Internal Use only)




C) Manage Carts:

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                (For Internal Use only)

You can search the Carts (PNR) created / imported on Phoenix using multiple search options
shown below:




One can filter carts –

Airline wise / Itinerary Wise / Booker Wise or Shop wise

You can specify date range to search carts.



       D) View Sales Report

In this section you may download the various kinds of report including the Daily Sales
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                (For Internal Use only)

Report, Air routes, detailed travel, missed saving, planed travel, sales chart, look to book report
etc.

Go to My Accounts – View Sales Reports – It gives you different reports options.




You can filter report Airline wise / Itinerary Type / Class booked /Shop Wise or also can filter
booker.




One can view reports or can also download in Excel Format.



   4. Search and Book : You should “Emulate” in the Corporate profile (refer Manage user
      page no 07)
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                (For Internal Use only)

All available fligth options including the LCC will be displayed on a single screen with the
options of Corporate, retail, return special fares.

You can send the flight option email directly from Phoenix,




Select the desired flight and click on             to proceed.




Please verfiy the booking details and type the initials of the traveler and it will give you the
drop down to select the traveler profile.

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                (For Internal Use only)

In case the profile is not set as mandatory, you will have to enter all details manually.



Search existing profile and click on select.




All information will be autocapture from Travelers profile.




Meals can be booked online on Phoenix for Low Cost Airlines.

Payment Methods for Air Bookings-

Please select the form of payment (Deposit / Credit Card) and click to               to proceed
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                (For Internal Use only)




                      Verify the flight details and click on   to issue the tickets.




You may now print, SMS or email the e-tickets, the e-tickets are customised to make it simpler
to read for the traveler, also the booker, team leader and respective airline contact number will
be printed on the e-tickets.



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                (For Internal Use only)




   5. Smart Selling:
      a) Add mark up while sending the flight options:

Please click on the Price and add the mark up in base or tax cloumn and set fee.
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                (For Internal Use only)

For Example: We are adding Rs 1000/- in basic fare as our mark up.




The fare has now increased by Rs 1000/-




You may now send the mail to your clients direclty from Phoenix




       b) Add mark up while issuing the tickets:




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                (For Internal Use only)

In order to capture the Smart Selling in billing, please make sure to add the mark up in advance
pricing while booking. The mark up will be refelect in PNR and will be captured in the “RM” /
“MI” fields.




   Note : Please make sure to remove or edit the fare manaully before sending to clients.




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                (For Internal Use only)




Hotels Launch on Phoenix

Whether you travel on business, or want a family friendly hotel room for your next vacation or
holiday - find the best hotel deals and cheap discount hotel prices on Phoenix. Each listing links
directly to the hotel's website for room info, photos, last minute hotel reservations, hotel deals,
promotions and packages at the cheapest rates.We are working on travel guides for the most
popular destinations that we cover. Regardless of your destination, if you want the best
selection and the best price accommodation you have come to the right place. When you
search for a hotel our servers automatically scan all the top hotel search engines, combining
the results to give you a complete picture of the hotels that are available and at the best price.

Key Features

     Provide 100% Automated Travel Booking solutions to your clients 24x7
     Consultant Efficiencies by reducing TAT
     Single Sign-on
     Horizon database collecting all information. For integration and reporting purposes.
     One-Click Hotel reservation, user-friendly and vast search results.
     Enables single customer view
     Increase upfront margins
     Effective Product distribution
     Exhaustive search result display through different hotel portals and Multiple Supplier
       with real-time Filtering, Sorting & Email
     Multiple payment gateway integrations: Deposit, Credit card etc
     Powerful sales and accounting reports, analytics and visual charts enabling you to track
       your business real-time
     Special service request


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                (For Internal Use only)




1. Log In – All Fcm employees are advised to log in as “Staff” using the staff log in with their
email id’s and password received from your administrator.




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                (For Internal Use only)

2. Hotel Search Page – The single search page for all domestic and international hotels.

Search page will display Main Cities , Select Domestic or International , Specify the number of
rooms required, specify the number of adults or children.

Enter Check in and Check out date.




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                (For Internal Use only)

3. Search availability Results:

By clicking on the Search for hotels button consultant can view several hotel rooms options
one can Filter the hotel results -Hotel name wise, Star rating wise, Price wise.




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                (For Internal Use only)




Cancellation Policy: We can view the hotel cancellation policy by click on C button.




It will open the hotel cancellation policy as showing under the below screenshot.




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                (For Internal Use only)

4. Book Room: We need to select the room type required and click on book
now.




More Details tab will show all details regarding the hotel Amenities, Room rates, Will show
location on Google
Map.




   A) Photos Tab : will show more hotel pictures.




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                (For Internal Use only)




B) Amenities Tab : will show the Hotel and room amenities.




C)Map Tab : will show the Hotel location on Google maps.




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                (For Internal Use only)




D)Reviews Tab : will show the Hotel Review inputs by customers.




5. Hotel Booking Page & Smart Sell / mark up option:Once click on book now it will take
yourself to the Hotel booking page.
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                (For Internal Use only)




6. Enter the Guest details on the hotel booking page .Select the passenger profile if exist on
Phoenix. Booking page will capture all passenger information from profile.

Enter the required reporting values and passenger contact details.

7. Payment: Select the form of payment –

Deposit (Cash & Chq) – It will be charged from the FCM account and you have to send the
invoice to client.

Credit Card – One can make hotel payment through credit card – Select the card vendor (Amex,
Visa or Mastercard).

Accept terms and conditions to process booking. It will send the 3D secure link to traveler with
fixed chargeable amount including 2.5% bank charges. Traveler will punch the credit card
details and online password. Credit Card will be charged on FCM payment gateway.

In case of Expedia hotel booking, we will use the Expedia payment gateways to charge the
credit card and will not required to go through the 3D secure


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                (For Internal Use only)

process




       Confirmation voucher will be generated once payment is made.


Hotel Cancellation Process:

       Please check the cancellation Charges before cancellation.




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                (For Internal Use only)




       Amendments:
       In case you wish to amend the booking, please either cancel the whole booking and
       make a new booking OR get in touch with “Phoenix Online Hotel Helpdesk” to amend the
       same.
       Manual Import for Offline hotels :
       All offline booking needs to be requested through the manual cart, Phoenix Hotel
       Helpdesk will not entertain any offline booking without “Manual Cart”. In case a
       particular property is not available online or for any other reason you are not able
       to book the same online, you can send a request to the “Phoenix –Hotel helpdesk”
       to check the same for you offline and help you with the confirmation by creating the
       “Manual Cart”
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                (For Internal Use only)



       My Accounts>>Create Manual Cart




       By clicking on “Add Item” it will generate a pending inquiry cart and will send an
       automated email to “Phoenix- Hotel Helpdesk”.



       The helpdesk team will work on the same with different vendors and interact with the
       inquiry generator, once the cart generator agrees to the option suggest by the helpdesk,
       the helpdesk will get the confirmation offline and will update the pending cart with the
       confirmation number and other required details.

       Once the Helpdesk update the confirmation details the Cart will get completed and
       system will send automated confirmation mail to the cart generator.
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                (For Internal Use only)

       We recommend the cart generator should also keep monitoring their cart for updation.
       Suppliers Exceptions:
           We have rate match guarantee with most of the suppliers; you may get in touch
             with the helpdesk to the same. (Please do not compare supplier’s rates with
             corporate rates).
           Bump off booking – In case any bump off at the time of check in, the supplier will
             provide an alternate by offering the similar or higher category property without
             any extra cost. The supplier will also provide the transfers to the alternate
             property free of cost. (Condition apply, please get in touch with the helpdesk)

Complaints / Escalations:

All types of issues should be sent to helpdesk, which will resolve by the Complaint Resolution
Section & will be escalated ahead depending on the type of the issue. Contingency plans are in
place to ensure a strong back up. Complaints will be divided in the following manner according
to the stage of the issue. Contact details of all the names below are being provided in the
Contact document

Emergency Crisis:
a. All Emergency Numbers, Supplier Emergency Contact, FCM Emergency Contacts are
mentioned on the voucher.
b. The client should call up on the numbers emergency numbers to get prompt assistance.
c. If the clients call FCM, then FCM should call back on Supplier Emergency Contact number or
get in touch with the Phoenix-MICE Online Hotel Helpdesk.
d. Helpdesk will simultaneously call the Service Provider & the hotel both to resolve the issue.

2. Complaints after utilization of services:
a. All Complaints regarding hotels & other services should be sent to us within 3 days of the
issue.
b. Complaints will then be dealt with the supplier and outcome will be shared.
c. Written proof will help to expedite the process, but does not carry any guarantee for refund.
d. Investigations will require back n forth email correspondence.
e. The minimum time required for resolving of an issue might range from 1-2 weeks and more
also depending on the type of issue.
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   f. The final decision will be on the discretion of the supplier which will be above the hotel or any
   service provider.
   g. Helpdesk will try its best to solve the issue & get the realistic refund.

   VIEW HOTEL SALES REPORTS:
   Go to My accounts > View Sales Report




   Select Detailed Hotel to view or download sales reports.




Phoenix Home Page – Calling Card tab is available on the Home Page of Phoenix; click the same to open
CALLING CARD REQUEST FORM for next step.
   Page 33 of 48
                    (For Internal Use only)




3. CALLING CARD REQUEST FORM – Travel Consultant would need to fill the calling card request form to
generate a request to the desired supplier – MATRIX or CLAY TELECOM.

Consultant can select more than one service required.




After filling the form with necessary details click on “Submit Request” to generate a reference number. This
request will reach to the desired partner for action. Once you submit the request form of Clay or Matrix, the
respective partner will get in touch with Travel Consultant or Traveller for further correspondence.




    Page 34 of 48
                    (For Internal Use only)




Click on Submit Request.




4. REFERENCE NUMBER & AUTO EMAIL – An Auto Email with Reference No. will be generated to the supplier
and (as per the below format), the supplier will get in touch with TRAVELLER and will discuss the tariff/plan
and update the status of the request by accessing the status Link as highlighted below :

    Page 35 of 48
                    (For Internal Use only)




                                                                                            Supplier will update
                                                                                            the status of the
                                                                                            request by CLICKING
                                                                                            on the link mentioned
                                                                                            below.




Same Email will be generated under Booker Consultant mailbox to follow up status of same.

        6. STATUS – Supplier will update the appropriate status as per the action taken.




    View Calling cards requests :

    One can view all carts processed for calling card by selecting below-
    Page 36 of 48
                (For Internal Use only)




Under View Request one can Filter Booker wise or can filter cart status.




Results shown can be downloaded in excel reports.

One can also view total sales by going to –

My Accounts > View Sales reports >Calling cards .




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                (For Internal Use only)

We have now introduced All countries VISA information at one place.One can click on VISA tab
to explore VISA requirements.




Select the country to see VISA Information.




It will display all VISA information required.




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                (For Internal Use only)




You can also download VISA forms.




         How to Create OLVT (Online Visa Tracking) Forms on Phoenix ???
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                (For Internal Use only)



            1. Emulate in Corporate >>> Click on VISA >>> Select “Apply For Visa”




            2. New VISA Application Form will open. Enter passenger name and Select traveler profile.

                Once profile is selected,traveler details will be captured on form.




Personnel Details will be captured from profile.




All Other VISA requirement details needs to be filled manually.

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Submit Application




3/ Once Visa Application form is submitted; Staff will receive an AUTO Generated mail.
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  Same will show filled OLVT form. Take print out of same and attach all required documents.

 Submit same to VISA team in order to process VISA.




                      How to Check your OLVT or VISA Status on Phoenix ???
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                (For Internal Use only)

                To check VISA status >>>> Switch Back from Corporate >>>> Go to Manage carts

                     >>>> Enter Phoenix Cart number DEL02UMIS30 and Retrieve the cart.




Once Your cart is showing status as submitted.




You need to Click on create cart to complete the request..




                                          Insurance Work Flow

Page 43 of 48
                     (For Internal Use only)

1. Emulate under corporate profile and search flights.




2. Select the flight of your choice –




3. On the booking page it will give you option to add Insurance in your travel. You need to select the checkbox.
   Yes add insurance to my ticket




   It will ask for Nominee details – Enter Nominee First Name / Last Name / Nominee Relation and Disease if any.

4. Accept Terms and conditions to proceed.



     Page 44 of 48
                       (For Internal Use only)




5. It will add the insurance charges in Fare break up box.




   Standard Charges of INR 129 will be charged for all Domestic Insurance.
   Note: Phoenix is currently offering domestic insurance only. International insurance will implement soon.


   Insurance charges will only reflect on Online Phoenix Carts .Once booking is confirmed Insurance document will
   be received in your mailbox. You can also view Insurance document by click on Insurance link showing on cart.




   One can See Insurance Certificate Number on Online Cart.




     Page 45 of 48
                     (For Internal Use only)


6. Click on link will give the image of Insurance document.




   Note: Insurance Information will not reflect on airline Ticket.
   Note: For now Insurance can be booked only on online Tickets.
   Insurance charges can be seen on Phoenix carts only.




     Page 46 of 48
                 (For Internal Use only)

Insurance Reports on Phoenix:

Go to My Accounts > View Sales Reports > detailed insurance




Select the Date Range Required –




Download Insurance Sales reports – It will give you brief information on Insurance sales.




 Page 47 of 48
                 (For Internal Use only)




Reports need to be downloading fortnightly by Finance Team in order to raise the invoices to the client.




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