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Passenger Fares and Ticket Alterations (Distance Learning)

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This course will help you provide full value service to travel customers and gain their trust. You will learn how to deal with alterations to Electronic Ticket Records (ETRs) when ticketed customers change their travel reservations. Some customers need to change their ticketed flight reservations before travel begins while others request a flight or routing change after travel has begun. In such situations, the original ticket issued must be exchanged or reissued to reflect new routings and flights.

Course details

Course structure: The course is delivered in printed textbook format. A workbook is included to practice the principles of fare recalculation and ETR exchanges/resissues. A CD-ROM holding static fares and fare rules accompanies the materials. Upon enrolling in this course the course material will be shipped to you.

Course duration: The course enrolment period is six months. The estimated study time is 40 hours.

What you will learn

Upon completing this course you will know how to:

  • Convert Neutral Unit of Construction (NUCs) to local currencies as well as convert one local currency to another using correct exchange rates and rounding rules applicable to Taxes/Fees/Charges (TFCs)
  • Decode and interpret ETR and Electronic Miscellaneous Document (EMD) data elements and identify the conditions for ticket exchanges and reissues
  • Use key terms related to exchanges and reissues and list preliminary checks applicable to exchanges and reissues
  • Apply exchange and fare recalculation procedures for a reservation alteration subject to no fare change as well as refund or additional collection
  • Apply reissue and fare recalculation procedures for a reservation alteration subject to no fare change as well as refund or additional collection
  • Collect reservation change fees with Virtual Multi-Purpose Document (VMPD) or EMD transactions

Who should attend

  • Travel agents
  • Airline reservation or ticket agents
  • Tour operators
  • Call center agents

Recommended level and Prerequisites: This course is for airline ticket sales agents who have knowledge and skills pricing simple to complex journeys. Due to the advanced level of this course subject matter, before starting this course you should already know how to:

  • Map the geographical location of cities on world maps
  • Match city/country names with the right IATA Traffic Conference area and sub-area
  • Determine the correct IATA Global Indicators and journey types
  • Plan a basic trip and interpret GDS itineraries
  • Decode/encode city, airport and airline codes and names
  • Identify local currencies and their codes
  • Interpret fare displays and accompanying fare rule information
  • Count the number of stopovers and transfers as required by a fare rule
  • Outline the basic fare construction steps for direct and indirect OW, RT, CT and OJ journeys applying:
    - specified routing tables
    - mileage calculations
    - fare component checks such as the HIP/BHC/CTM
    - class differentials
  • Use IATA terms and codes in the analysis of fare construction rules
  • Describe basic BSP procedures and operations relating to reporting Standard Traffic Documents

If your knowledge does not meet the minimum prerequisite requirements, you are recommended to first study:

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