Acs Vcr for Check in Gate Agents Host

Training Guide January 2003 Confidential and Proprietary Sabre Holdings Module: Sabre ACS VCRs for Check-In Gate Agents 1

By the end of the module, participants will be able to:

Display a VCR from the Sabre ACS passenger check-in system passenger name item.

Recognize the correct Sabre computer reservation system check-in responses and boarding passes for VCRs.

Recognize Sabre responses when checking in a passenger whose VCR is in any status different than OK.

Select a VCR from a list following a check-in entry.

Use the Grab-N-Go check-in entries.

Check-in for an alternate flight same day with a VCR.

Gain control of OA coupon

Process check-in association for involuntary reroute.

Set involuntary reroute indicator

Reverse the status of a used VCR in off-schedule operations.

Keyword: FSGAGT is required to change the VCR status.

Keyword: No specific keywords required

Duty code: 8 is required to change VCR status

This module is designed specifically for those carriers who utilize electronic ticketing. It should be presented to Check-In/Gate agents.

Module: Sabre ACS VCRs for Check-In Gate Agents

Objectives

Keyword

UAT

Duty Code

Instructors

2 Module: Sabre ACS VCRs for Check-In Gate Agents Training Guide January 2003 Confidential and Proprietary Sabre Holdings

It is mandatory that the modules on Virtual Coupon Records and Sabre ACS Check-In Entries be completed prior to the presentation of this module.

For additional information refer to FOCUS. Instructions


Display VCR from the Passenger Name Item

There are two steps required to display a VCR from the Passenger Name Item:

1. Display the Passenger Name Item

2. Display the VCR

G*N528/JONES

The purpose of this entry is to display the Passenger Name Item (also referred to as the PMF).

The Sabre response will be:

1 JONES DEBOR PASSENGER ITEM 1 HA528 Y 18FEB HNLOGG 9A*F 1 ET BT-HA OGG 932994

Notice the edit code ET which indicates the passenger is traveling ticketless.

The VCR can now be displayed from a Passenger Name Item. For example:

GV1*

Introduce

Demonstrate

Explain


The Sabre response will be similar to the one shown below:

VIRTUAL COUPON RECORD 1732102690900 NAME-JONES/DEBORAH TTL NBR OF CPNS- 1 DATE OF ISSUE-18FEB99 PNR-RYJBIW 18FEB99 CPN A/L FLT CLS DATE BRDOFF TIME ST F/B STAT 1 HA 528 Y 18FEB HNLOGG 1155A OK Y29 CKIN FARE USD 84.26 TAX 6.74US TAX 2.00ZP TOTAL USD 93.00 FARE CALC HNL HA OGG84.26Y29 84.26 END ZPHNL2 FORM OF PAYMENT FOP-CASH DATE OF ISSUE-18FEB99 ISSUED AT-HNLTR HNL 5JT ENDORSEMENTS/RESTRICTIONS- IT- REMARKS-

Address any questions or concerns.

Apply


Check-in Responses

The instructor should ensure that Virtual Coupon Records (VCR) exist for the check-in entries used in class.

The check-in entries shown in this module include only the most basic requirements for the check-in process. Each Sabre hosted carrier may have to modify the basic check-in examples in this module to adhere to its check-in requirements, such as class of service, bag tag edits, or security check edits. The complete module for check-in entries is contained in the Sabre ACS manual.

G-528-JONES

The purpose of this entry is to check in a passenger who has a VCR.

There are various Sabre responses, therefore the airport agent must be alert to recognize the appropriate Sabre response and boarding pass from a check-in entry. Each are explained on the following pages.

HA 528 18FEB HNL 61 1155A D9S 1 JONES DEBOR# Y OGG 9A*F 1 ET **ELECTRONIC** Y29

Notice the last line of the response indicating **ELECTRONIC**

If the customer claims to be ticketless, but the boarding pass includes the words Not Valid Without Coupon Attached, this is an indication that the Sabre system did not associate the passengers name with a VCR. The agent should solicit more information from the passenger to locate the VCR.

Once the VCR is displayed, the agent can determine why the Sabre check-in entry was unable to associate the passengers name and flight number with the VCR.

Introduce

Instructor

Note

Demonstrate

Explain

Example 1: VCR

Emphasize


If it is determined that the VCR status is not OK or that the itinerary segment of the check-in flight does not match the coupon segment of the VCR, then appropriate changes should be made to allow ticketless travel (such as a ticket exchange or the purchase of a new VCR); otherwise, the customer must have a paper ticket to travel.

HA 166 18FEB HNL 1250P D9S 1 MARTIN AMY Y OGG 9A*F 1 **TKT REQUIRED** VCR PREV RFND

Notice that the boarding pass was issued because the customer has a confirmed reservation for this flight. However, because there was a VCR previously issued and refunded for this same flight, the Sabre response reminds the agent the a paper ticket is required.

HA 166 18FEB HNL 1250P D9S 1 FRANKLIN JIM Y OGG 9E*F 1 **TKT REQUIRED** VCR PREV VOID

Notice that the boarding pass was issued because the customer has a confirmed reservation for this flight. However, because there was a VCR previously issued and voided for this same flight, the Sabre response reminds the agent the a paper ticket is required.

HA 166 18FEB HNL 1250P D9S 1 KING DONNA Y OGG 10A*F 1 **TKT REQUIRED** VCR PREV NOGO

Notice that the boarding pass was issued because the customer has a confirmed reservation for this flight. However, because there was a VCR previously issued and revoked for this same flight, the Sabre response reminds the agent that a paper ticket is required.


Example 2: Previously Issued and Refunded VCR

Example 3: Previously Issued and Voided VCR

Example 4: Previously Issued and Revoked VCR

Apply


Selecting a VCR from a List Following a Check-in Display

G-166-HANSON

The purpose of the entry is to select a VCR from a list. This is necessary when a check-in entry has been made with a name that has more than one VCR in OK status for the same flight.


MULTIPLE VCRS FOUND THIS FLIGHT HANSON/BETH 1 1732102691002 1 OK HNL/ OGG ET 2 1732102691003 1 OK HNL/ OGG ET USE GV- ENTRY TO SELECT VCRS TO USE

Because a VCR list is displayed, the Sabre system requires a second entry to complete the check-in process. Notice the last line of the response indicates the entry to select the VCR to use.

The passenger is identified by the line number of which VCR will be updated through check-in. For example:

GV-1

The boarding pass will be issued along with a Sabre response similar to the following:

HA 166 18FEB HNL 1250P D9S 1 HANSON BETH Y OGG 10E*F 1 ET **ELECTRONIC** Y29


Introduce

Demonstrate

Explain

Point Out

Apply


Check-in Earlier Flight

G-166-THOMAS#DRX532

G Primary action code

- Secondary action code

166 Flight number

- Separator

THOMAS Passengers surname

# Separator

DRX Priority code for alternate flight

Separator 532 Original flight number confirmed in PNR

The purpose of this entry is to process check-in for a customer who is holding a confirmed reservation for a later flight the same day and has an associated VCR coupon in the PNR for the same routing.

A DS segment for the checked-in flight will be automatically added to the itinerary in the PNR, and will change to SB after Post Departure Control (PDC).

The status codes of the VCR will be updated throughout the boarding process through PDC. The new flight information will not be shown on the flight coupon of the VCR but will be shown in the VCR History. Upon this entry, the coupon status will change to CKIN, LFTD after boarding, and USED after PDC.

A priority code for standby revenue passengers is required.


Introduce

Demonstrate

Explain

Note

Apply


Check-in Procedures for VCR Revalidation and Re-association

When a passenger arrives at the airport for travel on a different flight than the one for which the VCR was issued, the agent must determine what steps to take to ensure that the VCR is updated to show a status of USED after PDC (Post Departure Checkout). Otherwise, the passenger might travel at no charge at the expense of the airline.

To prevent this, the airline should have procedures in place to ensure that VCRs are associated and/or revalidated to the actual flight segment when necessary. Only then can the VCR be automatically updated through the ACS check-in process.

In most cases, the agent will be required to create a new PNR or display an existing PNR, edit the itinerary to reflect the new travel flight and date, and associate the appropriate VCR coupon to the new flight using the 7VCR entry. (This entry is demonstrated in the Virtual Coupon Records module). Once completed, the agent can process the passenger with normal check-in procedures.

Only when there is not enough time to perform the re-association process, should the gate agent use the entries referred to as Grab-N-Go. These entries attach a non-associated VCR to the flight segment specified in the check-in entry in order to ensure an electronic boarding pass is issued. This applies only to flight segments in the Host database.

The Grab-N-Go entries on the following pages of this module do not update booking levels and therefore should be used only by agents at the departure gate in rare situations.

Introduce


Grab-N-Go: Attach a Non-Associated VCR to the Flight Segment - Active VCR in Work Area

G-166-LAWSONVCR/1

G- Primary action code

166 Flight number

-LAWSON Hyphen and passengers surname

End item VCR/1 Action code to update coupon 1 of VCR in the

agents work area

The purpose of this entry is to attach a non-associated VCR to the flight segment specified in the check-in entry in order to issue an electronic boarding pass.

The VCR must be active in the agents work area before making this entry. In this example, coupon 1 of a previously issued VCR is associated to flight 166.

It is also possible to attach a non-associated VCR to the flight segment when a VCR is not active in the work area. For example:

G-166-LAWSON 173211234567/1

The entry requires the VCR number and coupon number (173211234567/1) to be associated. In this example, coupon 1 of a previously issued VCR is associated to flight 166.

If a carrier uses interline electronic ticketing, the status of the coupon must be under the host airlines control. If not, the host carrier must gain control to proceed with the Grab and Go process.


Introduce

Demonstrate

Explain

Note

Apply


Grab-N-Go Earlier Flight

G-166-THOMAS#DRX532VCR/4


- Secondary action code

166 Flight number

- Separator

THOMAS Passengers surname

# Separator

DRX Priority code for alternate flight

Separator 532 Original flight number confirmed in PNR and OK

coupon on VCR

Separator VCR/4 Action code to update coupon 4 of active VCR

The purpose of this entry is to attach a non-associated VCR to an earlier flight.

A DS segment for the checked-in flight will be automatically added to the itinerary in the PNR, and will change to SB after Post Departure Control (PDC).

The status codes of the VCR will be updated throughout the boarding process through PDC. The new flight information will not be shown on the flight coupon of the VCR but will be shown in the VCR History. Upon this entry, the coupon status will change to CKIN, LFTD after boarding, and USED after PDC.

A priority code for standby revenue passengers is required.

The VCR for the original flight must be active in the agent work area.

Introduce

Demonstrate

Explain

Note


It is also possible to attach a non-associated VCR to an earlier flight when a VCR is not active in the work area. For example:

G-166-THOMAS#DRX 532 173211234567/4


Apply


Check-In Association for Involuntary Reroute

The check-in association process expedites the processing of electronically ticketed passengers when off schedule operations result in involuntary rerouting and rebooking.

All VCRs disassociated due to a change of routing or booking class of service will remain linked to the PNR for date of travel and date plus one.

The itinerary in the PNR may not match the origin and destination of the disassociated VCRs.

No paper ticketed itinerary/segment can exist in-between electronically ticketed segments.

The mask will be displayed when a disassociated VCR is present even if the segment may be paper ticketed.

If the outbound connection only has disassociated VCR, the agent will be advised to check-in the connection separately.

When the number of VCR coupons to associate is more than the number of segments (or vice versa), association will be one VCR coupon per segment with the last segment picking up the rest (and vice versa). For example: segment 1 and 2 and coupon 1, 2, and 3 will associate as segment 1 with coupon 1 and segment 2 with coupons 2 and 3.

Only segment data for a one-way routing is accepted by the mask.

The following check-in entries by name or line number will initiate the mask display:

G-

GB-

GB*-

GV-

Overview


Check-In Association Mask

Upon check-in, if the PNR segments and the VCR coupons are disassociated due to a routing change or a rebooked class of service, a mask will be displayed to allow reassociation by coupon and segment number.

Upon completion of the mask, the VCR coupon(s) will be associated to the flight segment(s). The passenger name will redisplay and a message will be at the bottom of the display.

#VCRS ASSOCIATED, USE G- TO COMPLETE CHECK-IN

The G- entry with the line number is required to complete the check-in process.

PNR as Ticketed:

1.1WILSON/JACK 1 351F 16FEB M DFWLAX HK1 1055A 1233P TKT/TIME LIMIT 1.TE 2150059643 WILSON/J ORY542K 2104/4FEB VCR COUPON DATA EXISTS *VI TO DISPLAY FARE - PRICE RETAINED ORY.ORY542K 1404/04FEB98 TCYBZN H

Rebooked PNR:

1.1WILSON/JACK 1 227F 16FEB M DFWSAN HK1 1120A 213P TKT/TIME LIMIT 1.TE 2150059643 WILSON/J ORY542K 2104/4FEB VCR COUPON DATA EXISTS *VI TO DISPLAY FARE - PRICE RETAINED ORY.ORY542K 1404/04FEB98 TCYBZN H

G-227F-WILSON*SC


Introduce

Demonstrate


GV CHECK-IN ASSOCIATION MASK RESET, CLEAR AND IGNORE TO EXIT. DEPRESS ENTER TO CONTINUE. 1.1WILSON/JACK 1 227F 16FEB M DFWSAN HK1 1120A 213P 1.1WILSON/JACK SEG** 0002150059643 C01 16FEB F DFWLAX OK SELECT ITINERARY SEGMENTS SELECT VCR COUPONS

All disassociated and OK VCR coupons and all related segments in the PNR for date and date plus one are displayed in a mask. The mask is completed by selecting the correct itinerary segment(s) and VCR coupon number(s).

Completed Mask:

INVOLUNTARY ONLY RESET, CLEAR AND IGNORE TO EXIT. DEPRESS ENTER TO CONTINUE. 1.1WILSON/JACK 1 227F 16FEB M DFWSAN HK1 1120A 213P 1.1WILSON/JACK SEG** 0002150059643 C01 16FEB F DFWLAX OK SELECT ITINERARY SEGMENTS SELECT VCR COUPONS


***VCR(S) ASSOCIATED, USE G- TO COMPLETE CHECK0IN*** XX 227 16FEB DFW B18 1120A D9S PASSENGER LIST 1 WILSON JACK F SAN F 0

G-1

XX 227 16FEB DFW B18 1120A DS9 1 WILSON JACK F SAN 4E*F 0 SC ET **ELECTRONIC** INVOL

Demonstrate


The purpose of this mask is to check-in passengers where the PNR segments and the VCR coupons are disassociated due to a routing change or a rebooked class of service.

When a check-in entry is made for multiple passengers, a mask will display separately for each passenger. Upon completion of the mask for the first passenger, the mask for the second passenger will display.

After mask completion, a list of all passengers in the check-in entry will redisplay. The G-line numbers entry is required to complete the check-in process.

The boarding passes will issue for all involved segments and the status of the original VCR coupon will show CKIN. Essentially an electronic staple connects the new flight segment to the original VCR coupon.

If the agent resets, clears and ignores the mask prior to completion, all Sabre ACS processing will be ignored.

If an original routing included a connection and the rerouting results in a single flight segment, multiple (maximum of 3) VCR coupons will be associated to the single flight segment.

If a carrier uses interline electronic ticketing and a change to the itinerary causes the flight segments and VCR coupons to disassociate, the check-in association mask will not display if the new itinerary reflects operating carriers that are not the same as the host. A reissue/exchange will be required.

Solicit questions and discuss.

Explain

Note

Apply


Set Involuntary Indicator

VCR#INVOL#C1

VCR Primary action code

# Separator

INVOL Involuntary reroute

# Separator

C Coupon

1 Coupon number

The purpose of this entry is to set an involuntary reroute indicator. If a carrier uses interline electronic ticketing, and a passenger is involuntarily rerouted, it is important to indicate a reason for the reroute because the rate of settlement might be different based on the reason for the reroute.

There are three indicators that can be used. These are explained below:

Default The default indicator is set by using the entry shown above. This indicator represents No Reason Given and may be used in any circumstances when the next two do not apply.

Labor/Strike Work Action This indicator would be used in the event of a work stoppage. The entry is shown below:

VCR#INVOL-L#C1

Schedule Change/Market Exit This indicator would be used in the event of a schedule change or if the carrier no longer flies in the market. The entry is shown below:

VCR#INVOL-S#C1

The default involuntary indicator can only be set by the airline that has control of the coupon. The L and S indicators can only be set by the validating carrier while in control of the coupon.

Introduce

Demonstrate

Explain

Note


This function applies the INVOL indicators directly to the coupon(s) and does require that a VCR be active in the AAA.

If an INVOL indicator was previously set, any subsequent INVOL entry overlays the previous. Only the carrier who most recently set the indicator is allowed to overlay the involuntary indicator.

The Validating carrier can set or overlay the default (I), S or L indicator. The Operating carrier can set a default (I) indicator or overlay an S or L to an I indicator.

When a Host validated VCR is updated to add or remove the INVOL indicator via the PNR or VCR, the transaction is recorded in history.

Solicit questions and discuss. Apply


Set INVOL Indicator and Push Control

VCR#INVOL#C1YY


# Separator

INVOL Involuntary

# Separator

C Coupon

1 Coupon number

Change key

YY Carrier code

The purpose of this entry is to push control of the coupon(s) to the new operating carrier. This allows the new carrier to have immediate control.

Variations on this entry are shown below:

VCR#INVOL#C1/2YY Multiple coupons

VCR#INVOL-S#C1YY Indicator S or L may be used

Coupon range entries are not allowed at this time.

Upon successful update of the VCR coupon(s) with the INVOL indicator, the following response displays:

#VCR COUPON DATA UDPATED#

Solicit questions and discuss.

Introduce

Demonstrate

Explain

Note

Apply


VCR History

When the VCR coupon is associated to the new flight segment via the Check-In association process, the VCR history is updated to show the original VCR coupons electronically stapled to the new flight segment. For example:

One VCR Coupon in Two Flight Segments

CKI 2150002000 CPN 1 FLT XX 1795/12MAY ORD FLT XX 1235/12MAY LGA - CLXD FROM-CKIN TO-CKIN LGA HDQ4YK8 12MAY98/1504 QRIYWV SYEN CKI 2150002000 CPN 1 FLT XX 0353/12MAY ORD FLT XX 1235/12MAY LGA - CLXD FROM-OK TO-CKIN LGA HDQ4YK8 12MAY98/1504 QRIYWV SYEN

Two VCR Coupons in One Flight Segment

CKI 2150002000 CPN 2 FLT XX 0353/12MAY LGA FLT XX 1234/12MAY LGA - DLYD FROM-OK TO-CKIN LGA HDQ4YK8 12MAY98/1504 QRIYWV SYEN CKI 2150002000 CPN 1 FLT XX 0353/12MAY LGA * FLT XX 1234/12MAY LGA - DLYD FROM-OK TO-CKIN LGA HDQ4YK8 12MAY98/1504 QRIYWV SYEN

* The same involuntary flight, date, and reason is carried over for all subsequent VCR coupons.

Introduce


Priority Listing

If a GL, alternate space entry is made for a routing different than the VCR, the following error response will be displayed:

#REISSUE/EXCHANGE VCR TO MATCH STANDBY ROUTING#

All priority listing should be handled procedurally with an involuntary exchange or a print-to-paper and manual FIM.

If the routing remains the same, the alternate space entry will keep the association between the PNR and the VCR.

Introduce


VCR Status Codes in the Sabre ACS Process

The status of a VCR is automatically updated throughout the check-in and boarding process. Below are the VCR codes in the order in which they occur.

OK This status code is turned on when the VCR is first created. It will be turned off for all coupons if the VCR is voided or as each coupon is used, printed, refunded or exchanged.

CKIN The status code of each coupon of the VCR will change as boarding passes for the flight segments are issued. Turning on this indicator will change the status from OK to CKIN. The VCR status indicator will return to OK if the seat/boarding pass is returned.

CTRL If interline electronic ticketing is used, the user may occasionally see this status. This indicates that the OA carrier has control of the coupon.

LFTD As each coupon is electronically lifted, this status indicator will be turned on. If an XON entry is made, the VCR status will return to CKIN.

USED This indicator is turned on at post departure processing (PDC). The PDC entry will change the status indicator to USED and will transmit used-virtual-coupon data to an offline system for the purpose of reporting flown revenue. Failure to PDC a flight results in a delay of reporting VCR flown revenue. It is very important to PDC every flight everyday.

Introduce


Gain Control of Coupon

VCR#CTRL#C1


# Separator

CTRL Coupon status

# Separator

C Coupon

1 Coupon number

This entry applies to carriers that use interline electronic ticketing. The purpose of this entry is to gain control of a VCR coupon in order to change the status of that coupon, since the validating or marketing/operating carrier must be in control of the coupons to process any changes.

Variations on this entry are shown below:

VCR#CTRL#C1/3

Gains control of coupons 1 and 3

VCR#CTRL#C1-4

Gains control of a range of coupon numbers


Introduce

Demonstrate

Explain

Note

Apply


Interline Electronic Ticketing and Check-in

For a complete review of Interline Electronic Ticketing, go to the module Virtual Coupon Record for Ticket Agents.

Heres how Interline Electronic Ticketing applies to check-in functions:

By the time the passenger arrives at the airport for check-in, the interline VCR is ready and in the control of the operating carrier. The check-in process for IET is therefore no different than with non-interline VCRs.

As long as the coupon is in your airlines control, follow your normal check-in procedures.

When action on the VCR is required by check-in personnel, use the VCR formats covered in this module, and the above mentioned module (VCR for Ticket Agents). There are no ACS formats specific to IET.

Note: If your Departure Control System (DCS) does not process infant electronic tickets, you will need to manually change the coupon status to USED. This creates a manual process for the revenue accounting department.

Introduce


Changing VCR Status in Off-Schedule Operations

GF166/17FEBHNL/XVCR

GF Primary action code for a flight edit

166 Flight number

/ Separator

17FEB Date

HNL Board point

/ Separator

XVCR Return VCR status to OK

The coupon status of all VCRs associated with this flight will indicate USED at PDC. Due to off schedule operations, it is necessary to reinstate the coupon to indicate OK. The VCR history will show the transaction code as OSO/OK. This will allow a successful check-in process when the passenger checks-in for the new flight.


Introduce

Demonstrate

Explain

Apply


Changing VCR Status / Passenger ONd but Not On Board

GS166/17A/XVCR

GS Primary action code

166 Flight number

/ Separator

17A Seat number

/ Separator


The purpose of this entry is to return the VCR from a status of USED to OK after PDC.

The same change of status can be accomplished from any airport list after PDC by referencing the line number of the passenger from the list. In the example below, the VCR status is changed from the list of all checked-in passengers NOT ON BOARD the aircraft.

1. G*L166/XON

2. G7/XVCR


7 Line number from the displayed list

/ Separator



Introduce

Demonstrate

Explain

Note

Apply


Q u i c k R e f e r e n c e o f E n t r i e s

G-166-LAWSONVCR/1 Grab-N-Go: Attach a Non-Associated VCR to the Flight Segment - Active VCR in work area

G-166-LAWSON 173211234567/1

Grab-N-Go: Attach a Non-Associated VCR to the Flight Segment - VCR not active in work area

G-166-THOMAS # DRX532VCR/4

Grab-N-Go Earlier Flight

VCR#INVOL#C1 Set Default Involuntary Indicator

VCR#INVOL-L#C1 Set Labor Strike Involuntary Indicator

VCR#INVOL-S#C1 Set Schedule Change/Market Exit Involuntary Indicator

VCR#INVOL#C1YY Set Involuntary Indicator and Push Control

VCR#CTRL#C1 Gain Control of Coupon

GF166/17FEBHNL/XVCR Changing VCR Status in Off Schedule Operations

GS166/17A/XVCR Changing VCR Status / Passenger ONd but Not On Board

Documents

Acs Vcr for Check in Gate Agents Host