WSPN Sabre Commands
Uploaded by
Adrian Paul Sto DomingoWSPN Sabre Commands
Uploaded by
Adrian Paul Sto DomingoWSPN / SABRE GDS FORMATS COMPARISON GRID
ACTION WSPN FORMAT SABRE FORMAT
Accept itinerary changes EWR EWR
Airline locator *DR *IA
Authorizing a credit card - US CK/ CK*VI1111222223333
Currency Transaction VI111122223333N0813/262/0750854/ 33/0813/262/UA
CUA
VI111122223333/1106
= credit card company,
VI111122223333N0813 = credit card number and expiration
262= amount being authorized
0750854 = IATA number 262 = amount being
UA = Carrier authorized
DL = validating airline
Authorizing a credit card - Cana- CK/VI111122223333N0816/CA/ CK*VI1111222223333
dian currency transaction 262/6096026/CDL 33/0813/CAD262/UA
VI111122223333N0816 = credit card VI111122223333/1106
CA = Country code = credit card company,
262= amount being authorized number and expiration
6096026 = IATA number
DL = Carrier CAD =
262 = amount being
authorized
DL = validating airline
Availability Specific Carrier A02OCTMIALAX10A-DL 102OCTMIALAX10A‡
DL
Availability Specific Carrier & Class A02OCTMIALAX10A-DL*M 108MAYMIALAX10A‡
(with time) DL-M
Availability for return trip A/R25DEC 1R25DEC
Availability for previous day AY 1-1
Availability for next day AT 1‡1
Availability Specific Carrier & Class A02OCTMIALAX-DL*M 108MAYMIALAX‡DL-
(without time) M
Direct Access Availability @DL@A2OCTMIACDG5P 12OCTMIACDG¤DL
Availability Specific Carrier & code- A23AUGJFKLAX10A-US.IC N/A
share display
Calculate future date 4F.CD25DEC//331 T¤25DEC‡331
Cancel air itinerary (ALL seg- XA XIA
ments)
Cancel air itinerary (SOME seg- X1 (1= flight segment #) X1 (1= flight segment
ments) #)
Cancel air PASSIVELY (does not .1XK (wspn limitation allows only one .1-2XK
send msg to a/l) segment)
Cancel car CRX X1 (1= car segment #)
Cancel hotel HX X1 (1= hotel segment
#)
Currency Codes 4C*F <F=first letter of the DC*CUR/F <F=first
country> letter of the country>
Currency Conversion 4C@CAD/50 DC‡CAD50.00/USD
4C@<currency code>/< amount> DC‡(currency code)
(amount)/(desired cur-
rency code)
De-authorize Credit Card – Short- CKR/<insert cc type code><insert last No entry
cut Method (For VI and CA only) 4 digits of cc #>/<insert auth code>
De-authorize Credit Card – Full CKR/<insert cc type code><insert full No entry
Entry (For VI and CA only) cc #>/<insert auth code>
Decode booking class by cabin
and carrier N/A DU*/CLS
Display carrier record locator *DR *IA
Display split remark (record loca-
tor) *M *P5H
Display Interline Booking Code 4F.B1-VS RB1AI/VS
(1=line # from FQ display)- (VS=carrier (1=line # from FQ dis-
being used to book new flt segments) play)/(AI=carrier code
from original FQ dis-
play)/(VS=carrier being
used to book new flt
segments)
Display itinerary *IA *IA
Display OSI/SSR *G *P3, *P4 or *P5H
Display seats *S *B
END and Retrieve PNR ER ER
END PNR E E
Endorsement (add) 5-ER PER SKED CHG ‡ED/PER SKED CHG
Fare Rule Display - Account Code 4FLGAMIASR-AA/@@PCLNOPQ FQLGAMIA-
AA‡UAC*(acct code)
Fare Rule Display - Basic 4FLGAMIA-AA FQLGAMIA-AA
Fare Rule Display - Private or Se- 4FLGAMIASR-AA FQLGAMIA‡PV‡BK-
cuRate Fares AA
Flight segment times (add) .1HK/0830A100P .1HK0830A100P
FLIFO Current Current Date: 2DL878
Date: 2DL878 or
@AA@21599 Specific Date: 2AA1599/25DEC
Specific
Date: 2DL878/01SEP or
@AA@21599/25DEC
GDS locator *A *P6
Historical Fare Rule Display 4FLGAMIA27JUN0625AUG06-AA FQ27JUN06LGAMIA15JUL06-
AA
Historical Fare Rule Display by 4FMSPORD10OCT0930OCT09- RD10OCT09MSPORD30OC-
fare base code NW*BE14NR T09BE14NR-NW
Historical Remarks (add) 5.Z FREEFORM 5H- FREEFORM
History *H (*HIA#NUM) *H (*HIA*)
History - display air only *HIA *HIA
History - display in full *H *H
IGNORE I I
IGNORE and Retrieve PNR IR IR
Insert after segment /1S3 /1/3
1 = segment you want to insert af- 1 = segment you want to insert
ter; 3 = segment you want to after; 3 = segment you want to
move move
Minimum Connect Time valida- VCT VCT*1-2 (1-2 = segment num-
tion from an itin. bers).
Minimum Connect Time valida- KEC*JFK-DL (JFK=airport code T*CT-JFK (JFK=Airport Code).
tion w/o itin. and DL=carrier) must MD to re-
view exceptions
Minimum Connect Time Re- KEC*JFK-DL-DL*DD T*CT-JFK/DLDL/DD
quirements (General - Not itin- (JFK=connecting airport code (JFK=connecting airport code;
erary specific) DL= arrival segment carrier DL= arrival segment carrier DL
DL = departure segment carrier; = departure segment carrier
D = arrival segment trip type D = arrival segment trip type D
D = departure segment trip type) = departure segment trip type)
TRIP TYPES: TRIP TYPES:D = domestic; I =
D = domestic; I = international international
Obtain ticket check digit num- 4C*M0011234567890 W/TATKT0067085927936
ber.
OSI message 3OSI FL SKD CHG CREATES 3OSI FL SKD CHG CREATES
MISCONNECT. PLEASE AD- MISCONNECT. PLEASE AD-
JUST ITIN JUST ITIN
Passive cancel .1XK .1XK
Passive sell (freeform) MK or 0DL123V15SEPLGAATLMK 1 0DL123V15SEPLGAATLGK1
GK
Passive sell from availability- 01V1K2@HK-DL MARY 01V1K2HK or 01V1K2YK if AA
different class
Passive sell from availability 01V1@HK-DL MARY 01V1HK or 01V1YK if AA
(single seg)
Passive sell from 01V1*@HK-DL MARY 01V1*HK or 01V1*YK if AA
availability(connection same
class)
Passive sell HK freeform (pre- 0DL123V15SEPLGAATLHK1-DL 0DL123V15SEPLGAATLHK1*
ferred format) MARY DLMARY
Price and rebook itinerary Basic: 4PLFB Basic: WPNCB
Opaque: PLFBFSR.SR#/ Opaque:
@@PCLNOPQ.AC WPNCB‡PWEB‡AC*PCLNOP
LCC: 4PLFBFSR.SR#/ Q
@@PCLNRTL.AC LCC:
Opaque VP: 4PLFBFSR.SR#/ WPNCB‡PWEB‡AC*PCLNRTL
@@VPOPQ.AC Opaque VP:
Retail VP:4PLFBFSR.SR#/ WPNCB‡PWEB‡AC*VPOPQ
@@VPRTL.AC Retail VP:
SecuRate (No Account Code): WPNCB‡PWEB‡AC*VPRTL
4PLFBFSR.SR My Fares (No Account Code):
WPNCB‡PV
Pricing; Auto Exchange-Rapid 4PLFB-AR WFRF0017706936747‡NCB‡N
Re-price/QREX - RETAIL 4P-AR 1.1
4PLFB-AR#0011234567890
Pricing via Rapid RePrice - RE- 4PLFB-AR#FSR WFRF0017706936747‡PV‡NC
TAIL NET 4PLFB-AR#FSR#/@@ACCT- B‡N1.1
CODE
4PLFB-AR#FSR#/@@ACCT- or
CODE#0011234567890 WFRF0017706936747‡PV‡AC
*PCLNRTL‡N1.1
Queue PNR QEP/<queue nbr>*<category>
Example:
QEP/200*C2
Retention line - add LCC TNZZMK1ACC27MAR07/AN- 0OTHAAGK1NYC24NOV-9CIB
OMW OPAQUE LCC PCLN OPAQUE LCC ITINERARY
PCLN
TNZZMK1ACC27MAR07/AN-
OMW VP OPAQUE LCC PCLN 0OTHAAGK1NYC24NOV-9CIB
VP OPAQUE LCC ITINERARY
PCLN
Retention line - add Opaque TNZZMK1ACC27MAR07/AN-CTJ 0OTHAAGK1NYC24NOV-9CIB
OPAQUE PCLN OPAQUE ITINERARY PCLN
TNZZMK1ACC27MAR07/AN-CTJ 0OTHAAGK1NYC24NOV-9CIB
VP OPAQUE PCLN VP OPAQUE ITINERARY
PCLN
Retention line - add Retail TNZZMK1ACC27MAR07/AN- 0OTHAAGK1NYC24NOV-
OMW RETAIL PCLN 9RVB RETAIL ITINERARY
PCLN
TNZZMK1ACC27MAR07/AN-
OMW VP RETAIL PCLN 0OTHAAGK1NYC24NOV-
9RVB VP RETAIL ITINERARY
HLTN
Retention line - add Retail Net TNZZMK1ACC27MAR07/AN- 0OTHAAGK1NYC24NOV-
OMW RETAIL NET PCLN 9RVB RETAIL NET FARE ITIN-
ERARY PCLN
TNZZMK1ACC27MAR07/AN-
OMW VP RETAIL NET PCLN 0OTHAAGK1NYC24NOV-
9RVB VP RETAIL NET FARE
ITINERARY PCLN
Retention Line – add Ticketless TNZZMK1ACC27MAR07/AN- 0OTHAAGK1NYC24NOV-
- Retail OMW TKTLESS RETAIL PCLN 9RVB TKTLESS RETAIL
PCLN
Retention line - add Ticketless TNZZMK1ACC27MAR07/AN-CTJ 0OTHAAGK1NYC24NOV-9CIB
Opaque TKTLESS OPAQUE PCLN TKTLESS OPAQUE PCLN
Retention line - modify T@<segment number>/D- * Not available in Sabre; must
DDMMM remove and add new
Retention line (remove) TNZZMK1ACCDDMMM/AN-RT- 0OTHAAGK1NYCDDMMM-
SEG (DDMMM=date) 9RVB RETAIL ITINERARY
PCLN (NYC=city code,
DDMMM=date, Retail=product
type)
Review interline e-ticketing WETP*AC
agreements 4G/TA*AA-E
Review interline e-ticketing
agreements 4G/TA*AA-US-E W/*AC‡ALL
Seat map 41* (1=segment #) 4G1* (1=segment #)
Seats All Segments – Generic 4RA 4GA/N
All Segments; Specify Seat 4RA$A (A = Aisle; W = Window) 4GA/NA (A = Aisle; W = Win-
Type dow)
Segment Select; Specific Seat 4RS1$A (1 = segment #; A – 4G1/NA (1 = segment #; A –
Type Aisle; W = Window) Aisle; W = Window)
Segment Select; Specific Seat 4RS1$14A (1 = segment #; 14A = 4G1/18D (1=Segment #;
# seat #) 18D=seat #)
Sell Waitlist 0L1Y1 (Y=class of service) 01Y1LL (Y=class of service)
Sell from Availability 01Y1 (Y=class of service) 01Y1 (Y=class of service)
Special Meal 3SAVGML 3VGML1-1.1 (OA)
4VGML1-1.1 (AA)
TAW line (add) 7@T/ 7TAW/
Ticket information *DH or *TK *T
Time Display by city KCD*MNL T*MNL
Time Difference Display by KCD*5PNYC/MNL T¤ET5PNYC/MNL
cities
Tour code (add) 5-ITIT PER SKED CHG (PER ‡UIT PER SKED CHG (Retail)
SKED CHG = waiver code)
‡UB*IT PER SKED CHG
(NYOP/Retail Net Bulk Tickets)
Transmit Ticket #'s (manually) Formats in priority order: Formats in priority order:
3TTNXX 3TKNM/0371234567890-1.1
(OA)
3SAN1.1TKNM00112345678901
Conjunction format: 3TKNM/
Conjunction format: 0371234567890 91-1.1 (OA)
3SAN1.1TKNM00112345678901-
8912 4TKNM/0011234567890-
1.1(AA)
Conjunction format: 4TKNM/
0011234567890 91-1.1(AA)
3OSI US TKNO
0371245678918-1.1
Conjunction format: 3OSI US
TKNO 0371245678918 19-1.1
3TKNM3,4/006123456789-1.1
TTN and TKNM entries fail use 3OSIAFTKNM 1251234567890 3OSI AF TKNO
OSI (AF = airline code) 1251234567890-1.1
(1251234567890 = ticket number) (AF = airline code)
(1251234567890 = ticket num-
ber)
Validate Connect Time (multi- VCT*1-2/3-4 VCT*1-2/3-4
ple connections) - From an Itin-
erary
Validate Connect Time (single VCT*1-2 VCT*1-2
connection) - From an Itinerary
Verify itinerary V* VI*
View ETR ETR1 (1=passenger name #) *T then WETR*2 (2=line#)
Wheelchair 3SAN1.1WCHR 3WCHR-1.1 (OA)
(WCHR=code for wheelchair)- 4WCHR-1.1 (AA)
(name number) (WCHR=code for wheelchair)-
(name number)
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ETR Status Codes
The following is a list of the most common ETR status codes and their definition.
Coupon Indicator ETR Status Definition
O Open for Use Eligible for Exchange/Void/Refund;
Coupons are Open for Use
A Airport Control Do not Exchange/Void/Refund;
Customer has checked in
F Flown/Used Do not Exchange/Void/Refund;
Coupons have been used
S Suspended Do not Exchange/Void/Refund;
Likely Suspended due to No show
U Unavailable Do not Exchange/Void/Refund;
Customer has checked in online
C Checked In Do not Exchange/Void/Refund;
Customer has checked in at the airport
E Exchanged/Reissued Do not Exchange/Void/Refund;
Ticket has been exchanged.
R Refunded Do not Exchange/Void/Refund;
Coupons have been refunded
P Printed Do not Exchange/Void/Refund;
Coupons have been printed by the carrier
V Voided Do not Exchange/Void/Refund;
Coupons have been voided
L Lifted/Boarded Do not Exchange/Void/Refund;
Customer has boarded the flight
N Unknown Agents should check coupon status in
WSPN.
If unavailable contact the carrier directly.
A ticket cannot be refunded in the GDS or IAR if Airport Control, Flown/Used, Printed, Ex-
changed, Void, or Refunded status shows in the ETR.
Coupons that are marked as Unavailable, Lifted/Boarded, Checked In and Suspended
should be investigated with the carrier before attempting to refund or void
Sabre Basics
Accessing the Sabre System
Displaying a reservation in Sabre
PNR Parts
Reviewing a PNR
Electronic Ticket Record
PNR History
PNR Help References
Calculator Functions
Programmable Function (PF Keys)
Accessing Sabre Tutorial Training
Accessing the SABRE System
Log-In / Log out
Navigating between Pseudo City Codes
Navigating between work areas
Sabre System Usage Keys
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Log-in/ Log-out
To log in, click on the MySabre icon or URL (link) in your internet favorites folder.
1. Please type your agent ID as SI*XXXX (XXXX= 4 digit agent ID) and enter.
2. The next screen will prompt you to add your password.
You will be prompted to change your SABRE password every 90 days. After entering
this password, you will be logged into work areas A-F in the system.
To log-out follow the steps below:
1. Sine out of your work areas
Type: SO*
2. Sine out of MySabre
Click the Sign Out link in the top right corner of the page.
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Navigating Between Pseudo City Codes
Priceline utilizes two pseudo city codes:
9RVB - Retail, Retail Net and Low Cost Carrier (LCC)
9CIB - Opaque
The format to emulate (access) another pseudo city is AAA+ Pseudo city.
For example the format to emulate into 9CIB is AAA9CIB
To determine which Sabre pseudo city you are currently working in, enter *S
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Navigating Between Work Areas
To determine the status of all work areas (check for activity), enter *S*
To change between work areas, enter ¤B
(B represents the work area you would like to change to: A, B, C, D, E, F)
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Sabre System Usage Keys
The Sabre Reservation System uses a special set of characters and defined keys.
Please refer to the guide below for the location and description of these keys.
Character Keyboard Reference Function
‡ ‘ Cross of Lorraine
(apostrophe)
¤ ] (Right Bracket) Change Key
* = (Equal) Display Key
§ \ (Back Slash) End Item Key
; ; (Semi Colon) Backspace to Delete
END (END) Memo Key – Places text in the
Memo Area at the upper portion
of the screen
ESC (ESC) Reset cursor to the beginning of
the next line
HOME (HOME) Reset cursor and place it at the
upper left-hand corner
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Displaying a Reservation in SABRE
The format to display a reservation in Sabre is:
*<Record Locator>
If the Record Locator is not available to you, there are a few other ways to display the
PNR:
Search by:
Name: *- LASTNAME/FIRSTNAME
Date + Name: *-10AUG- LASTNAME/FIRSTNAME
Flight # + Date + Name: *AA51/10AUG- LASTNAME/FIRSTNAME
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Sabre PNR Parts
Name Field
Telephone Field
Ticketing Field
Seat Assignments
Itinerary and Retention Line
General Facts (OSI/SSR)
Received From Field
Client Account Number (DK Number)
Client Address
Future Processing Line
Form of Payment
Remarks Field
Accounting Remarks
Transmit Ticket Numbers
Secure Flight Information
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Name Field
The name in a PNR must be the passenger’s legal name as it appears on their government
issued photo ID. Revisions to the name field (name changes or spelling corrections) are
not permitted.
PNR Entry: *-LAST/FIRST<Enter>
PNR Display Format: *-
PNR Modification Format: Not Permitted
Note: Each passenger name field will include passenger type code WEB.
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Telephone Field
The number 9 is the field identifier for the telephone field. The agency phone number must
always be first in a PNR.
There are four frequently used identifiers for the type of telephone number.
A for Travel Agency
B for Passengers Business Phone
H for Passenger Home Phone
F for Passenger Fax Number
C for Passenger Cell Phone Number
PNR Entry: 9800-678-1929-A
9212-999-1212-B
PNR Display Format: *P9
PNR Modification Format: 92¤203-299-8999-B
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Ticketing Field
The ticketing field identifier is 7
The Ticketing Field (7) is followed by TAW (Ticket At Will) and a ticketing date. The ticketing
date is always equal to the booking date in priceline PNRs.
The ticketing line (TAW line) is automatically removed when tickets are generated.
PNR Entry: 7TAW24MAY/
PNR Display Format: *P7
PNR Modification Format: 7¤TAW23AUG/
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Seat Assignments
To display reserved seats, enter *B
To review seat maps (for available seats): 4G1* (1 = Segment #)
To move up / move down in a seat map: ¤MD or ¤MU
To assign seats there are a number of format entries available. Sample entries:
All Segments; Generic Seating 4GA/N
All Segments; Specify Seat Type 4GA/NA (A = Aisle; W = Window)
Segment Select; Specific Seat Type 4G1/NA (1 = segment #; A – Aisle; W = Window)
Segment Select; Specific Seat # 4G1/18D (1=Segment #; 18D=seat #)
Cancel Seats:
To cancel seats for a specific segment: 4GX1 (1 = Segment #)
To cancel seats for all segments: 4GXALL
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Itinerary/Retention Line
The passenger itinerary can be displayed by entering *I
The itinerary consists of two items –
- Flight, hotel or rental car segments
- Retention Line
Each flight segment is shown on an individual, numbered line. The flight segments are
broken down as follows:
- Line number
- Airline code
- Travel date
- Day of week
o Q= Thursday
o J= Saturday
- Departure / arrival airport
- Segment status
- Departure time
- Arrival time
- Direct Connect indicator
o DCAA = Direct Connect, American Airlines
- Carrier Record Locator
- E-ticket identifier
After the last flight segment is the Retention Line, also referred to as the PNR Hold Line.
Priceline adds this line to all PNRs primarily to “hold” the PNR in SABRE for a period of 6
months after the last date of travel. Also included in the Retention Line are the pseudo city
code and product type identifier.
The Retention Line is broken down as follows:
Ø Date (normally 6 months after the last travel date)
Ø Pseudo city code
Ø Product Type
Ø Partner Processing Code
Itinerary Modification Entries
One of the primary functions you complete will be modifying PNRs – either via a voluntary
(customer request) or involuntary (carrier initiated) change. The basic formats to modify
flight segments are noted below:
Cancel Segment: X3
Cancel Connecting Segments: X3/4
Cancel and Rebook – Same flight; New Date X1‡0026OCT
Connecting Flights X1/2‡0027OCT
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General Facts (OSI / SSR)
PNRS have a general fax area (GFAX) that may contain two types of service information.
o Special service requests (SSR)
o Other service information (OSI)
Both the SSR and OSI fields are data that is transmitted to the airlines noted.
The SSR field is used to transmit information or requests to an airline via 4-letter codes
(short cuts). For example – WCHR (wheelchair) and SPML (special meal).
The OSI field is used to transmit “other” service information via a free-form text entry. For
example – fare information on a ticket. Priceline also uses OSI entries to transit customer
service phone information to the carrier.
In Sabre, the entry for an SSR or OSI will differ depending on the airline. American Airlines
requires that the number 4 be used for all OSI and SSR entries, whereas the other carriers
require the number 3 to be used.
When entering an SSR, you do not include “SSR” in your entry.
Example: 3VGML1-1.1
When entering an OSI, you must include “OSI” in your entry.
Example: 3OSI DL TCP2 WITH JOHN SMITH
PNR Display Format:
*P4 (AA only) or *P3 (All other airlines)
PNR Modification Format:
41¤ (AA only) or 31¤ (All other airlines)
For a complete list of special service codes - see Format Finder-Send a SSR
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Received From Field
Sabre requires that a received field be added each time a change is made to a PNR. The
received field identifier is 6. The identifier is followed by plus the passenger contact name.
Agents should never use “pax”, “passenger”, “p” or their own initials.
PNR Entry: 6 JOHN SMITH
PNR Display Format: *P6
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Client Account Number (DK Number)
This field is an accounting reference, and should never be changed – even if a form of
payment change occurs on a ticket exchange.
The DK numbers currently programmed in our accounting system are:
DK01VI00 - If original FOP was Visa
DK01AX00 - If original FOP was American Express
DK01CA00 - If original FOP was MasterCard
DK01DS00 - If original FOP was Discover
DK01BL00 - If original FOP was Bill Me Later
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Client Address
The client is required to provide us with an address when a purchase is made via the
website.
PNR Entry: 5/
PNR Display Format: */
PNR Modification Format: 52¤/800 Connecticut Ave.
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Future Processing Line
All tickets issued by the system will contain a Future Processing Line (FP). This line stores
the instructions (Form of payment, Commission, Tour Code (IT) and Endorsement Data)
which will be used at time of ticketing. The FP line is also used to store ticket exchange data
(original ticket and additional collection information). All credit card numbers are masked by
SABRE, and once entered the number will be replaced with “X” in all except the last 4-digits.
The data will look different depending on the product and type of exchange (even or add
collect)
PNR Entry:
Retail Add
Collect: FPPQ1N1.1‡ET0377766086525/123/22JUN06NYC‡FA/CCCVIXXXXXXXXX
XXX111/1207*Z654321/69.77/5.23*EFCCVIXXXXXXXXXXXX1111‡CP100.00
Note: All but the last 4 digits of the credit card number are masked, as indicated by the
“X’s”. Any change to the CC # or expiration date contained in the above entry, will
require the entire Credit Card number to be entered/reentered over the existing “X’s”.
Opaque/LCC Add Collect:
FPPQ1N1.1‡ET0011370523794/12/22MAY06NYC‡FA/CCHECK/29.76/2.24*EF
CHECK‡UB*UPLINE‡CP0.00‡AAA
PNR Display Format: *PF
PNR Modification Format: FP¤
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Form of Payment
The standard Form of Payment field (5–) is not used by priceline.com. Instead, the payment
type transmitted to the airline at the time of ticketing (or ticket exchange) is included in the
FP line (Future Processing Line).
PNR Entry:
Retail: FPPQ1‡F*VIXXXXXXXXXXXX1111/1209*Z111111
(Customer credit card (masked) with approval code)
Opaque/Retail Net/LCC: FPPQ1‡FCHECK
PNR Display Format: *PF
PNR Modification Format: FP¤
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Remarks Field
The remarks field contains several pieces of information including accounting information,
commission, billing, delivery addresses and inter-office commentary.
You can display select remarks data for the following fields.
Passenger address: */
Form of payment field: *–
All Remarks: *P5
Historical Remarks: *P5H
Accounting remarks: *.
Regardless of the “type” of remarks field line, they are all combined in a SABRE PNR. You
can view the remarks field either in full (*P5) or by remarks field category (*P5H, *., *-, */,
etc.).
When adding generic remarks to a PNR you should always use the Historical Remarks entry
5H–. This entry will add your documentation to the remarks field and the PNR history.
NOTE – priceline QA requirements indicate that all documentation must be done via
CARES. Any time documentation is completed in SABRE (via 5H-), it must be copied and
pasted to CARES notes.
The only remarks field area which is modified by an agent during a ticket exchange is the
accounting remarks (AMT line only). No other remarks field item should be modified or
removed by an agent.
PNR Entry: 5H–FREEFORM TEXT
PNR Display Format: *P5H
PNR Modification Format: 524-25¤
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Accounting Remarks
The Accounting Remarks are used for billing and tracking purposes.
While there are numerous Accounting Remarks fields entered by the booking robot, the only
fields used by the Travel Services or Ticketing Department are the AMT and PTR fields.
To view the financial summary (Accounting Remarks) of the reservation, enter . (display
period)
PNR Entry: 5.A* AMT 6.95
PNR Display Format: *.
PNR Modification Format: 59¤.A* AMT 0.00
Accounting field remarks are subject to change, however an explanation of current
accounting field remarks is as follows:
Line # 2. PTR Priceline Ticket Request number and processing fee
Line # 3. FOP Form of Payment
Line # 4. PTN Partner (website) Name
Line # 5. CSP Priceline’s 1-800 number
Line # 6. BAP Customer’s phone number
Line # 7. TVL Shipping type and cost
Line # 8. TKT Per ticket price plus tax
Line # 9. AMT Total amount charged to credit card by priceline
Line #10. CST Priceline’s cost/base fare
Line # 11. TAX Total taxes
Line # 12. MTX Margin tax
Line # 13. INS Insurance price if purchased
Line # 14. ACC Tax version # & the Offer ID
Line # 15. CAP Capped tax amount
Line # 16. CMM Commission type and amount
Line # 17. FST Product Sale Type
Line # 18. AUT Credit Card Authorization code and amount
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Transmit Ticket Numbers
American Airlines:
4TKNM/<tkt nmbr>-name select
Example: 4TKNM/0011234567890-1.1
Conjunction format:
4TKNM/<1st tkt nmbr; leave space then add last 2 digits of 2nd tkt nmbr;
1.1=Name field item>
Example: 4TKNM/0011234567890 91-1.1
All other airlines:
3TKNM/<tkt nmbr>-name select
Example: 3TKNM/0371234567890-1.1
Conjunction format:
3TKNM/<1st tkt nmbr; leave space then add last 2 digits of 2nd tkt nmbr;
1.1=Name field item>
Example: 3TKNM/0371234567890 91-1.1
If the TTN and TKNM entries fail, transmit ticket numbers using the generic OSI message:
3OSI<airline code>TKNM (Ticket Number) – (name select)
Example: 3OSI AF TKNO 1251234567890-1.1
Note: Never transmit tickets to FL (Air Tran)
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Secure Flight Information
The TSA now requires all airlines to obtain from all passengers their full names, dates of
birth, gender, and optional redress numbers and/or known traveler numbers. Upon receipt,
the TSA will compare the information against the government watch lists and provide the
airlines approval to issue the passengers boarding pass.
When the PNR contains SSR’s used for Secure Flight, a banner displays on the face of the
PNR: SECURITY INFO EXISTS *P3D OR *P4D TO DISPLAY.
Transmit secure flight information using one of the below formats:
American Airlines:
4DOCS<segment number or A for all>/DB/<date, month, year of birth>/<gender
code>/<last name>/<first name>/<middle/second name>-<PNR name number>
Example: 4DOCS/DB/13MAR03/M/JONES/ANDREW/DAVID-2.1
All other airlines:
3DOCS/DB/<date, month, year of birth>/<gender code>/<last name>/<first name>/
<middle/second name>-<PNR name number>
Example: 3DOCS/DB/13JUL71/M/SMITH/JOHN/PAUL-1.1
Note:
If the itinerary consists of both American Airlines and all other airlines, you need to enter both
SSRs. If there are codeshare flights in the itinerary, send the information to the marketing
carrier only, not to the operating carrier.
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Passenger Accounting Data
Passenger Accounting Data is added to a PNR whenever a ticket is issued in Sabre. This
data consists of the following items: Validating Carrier, Ticket Number, Commission, Base
Fare, Total Taxes, Form of Payment and Passenger Name.
A separate accounting line will exist for each passenger ticket issued in the system.
To view this data in the booking, enter *PAC
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Reviewing a PNR
Flight Service Details (View Itinerary)
Encoding/Decoding
Minimum Connecting Time
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Flight Service Details (View Itinerary)
Once you have displayed the PNR, enter VI*
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Encoding / Decoding
You may find it necessary to Encode or Decode information in a segment or ticket. The
format to encode or decode will start always start with W/–. What follows varies based on
what you are looking for.
Encode City and/or Airport W/-CC<city or airport name >
Example: W/-CCCOLUMBUS
Encode Airline W/-AL<airline name>
Example: W/-ALDELTA AIRLINES
Decode City / Airport W/*<airport code>
Example: W/*MCO
Decode Airline Code W/*<airline code>
Example: W/*DL
Decode Airline Ticketing Code (validation code) W/*<3-digit carrier code>
Example: W/*006
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Minimum Connecting Time
There are two options in checking Minimum Connect Time. Via an Itinerary (Segment)
Minimum Connect Time display or via a generic Airport/City Code display.
To verify the minimum connect time is valid for a flight connection in an itinerary,
enter VCT*<range of flight segments>.
Ex: VCT*2-3
To find the minimum connection time required in a specific city, use the entry
T*CT–ATL (T*CT–<airport code>).
Online (single carrier) vs. Offline (interline), followed by the minimum connection time
required for each scenario –
D / D = Domestic to Domestic connection
D / I = Domestic to International connection
I / D = International to Domestic connection
I / I = International to International connection
You can limit the amount of information returned by adding the airline code to your entry.
Example – T*CT-ATL/DLDL (arrival carrier + departure carrier.
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Electronic Ticket Record (ETR)
The electronic ticket record is attached to all electronic tickets. If active it will tell you the
status of the ticket. Click here for the most common ETR status codes and their definition
A ticket cannot be refunded through SABRE or IAR if a Used, Printed, Exchanged, Void or
Refunded status shows in the ETR.
Coupons that are marked as Unavailable or Airport Control should be investigated with the
carrier before attempting to refund or void.
Each passenger (and ticket) has its own electronic ticketing record. To display all electronic
ticket records in a PNR, type *T.
Note: The time/date stamp in the ticketing field reflects the Travel Agency’s local time.
Priceline does not issue paper tickets in Sabre. The ticketing line will show “TE” as the
electronic ticket indicator.
If Ticketless reservation, no ticketing “TE” line will be present in the PNR. Record Locator
and ticket information will be located in the *P3, *P4 or *P5H remarks of the PNR.
You should always determine the actual ticket type before making any changes to a PNR in
Sabre.
After displaying the list of all electronic ticket records, select the one that you want to view by
entering WETR*<line #>.
*T
WETR*2
You can also display an ETR by including the Ticket Number in your entry:
WETR*T0277083755493
Note: When reviewing exchanged tickets, if coupon status is Exchanged with no new ticket
number present in *T, this would indicate the airline exchanged the ticket.
If an ETR is not present, the ticket has been either used or taken over by the airline. A call to
the airline to determine the usage of the ticket may be required.
To view the history of the electronic ticket record, you would type WETR*H
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PNR History
PNR history can be reviewed by entering *H. Not all areas of a PNR are logged in history.
The most common areas that are not historical are accounting and general remarks.
For a list of codes used in history, see Format Finder-PNR History.
Action Codes in PNR History:
PNR Field Added Canceled
Accounting Field AAC XAC
Frequent Flyer Field AFF XFF
Itinerary Field AS XS
Name Field AN XN
OSI Remarks- (A4O=AA only) A3O or A4O X3O or X4O
Phone Field A9 X9
Received From Field A6 X6
Remarks A5 X5
Historical Remarks A5H X5H
Seats A4G X4G
SSR Remarks- (A4S=AA only) A3S or A4S X3S or X4S
Ticketing Field A7 X7
Ticketing Time Limit Field A8 X8
PNR History is always read from the bottom (initial booking info) to the top (most recent
changes).
PNR History tips –
o The easiest way to review PNR history is to print the data.
o It is highly suggested that, once printed, pertinent data be highlighted for review.
o When reading PNR history, always review data from the bottom to top to review
in chronological order. If you are interested in only the most recent changes,
start from the top and move down.
o The date/time and agent sine will be noted below the action(s) performed, and
applies to all actions completed prior to end transaction.
o The time stamp used in Sabre PNR History is always listed in Central (C) time.
o To convert Central Time (C) time to local (Eastern) time, enter T¤ETOKC/<city
code>
In addition to the complete PNR history, you can also display specific historical PNR parts.
The most common areas of Sabre that can be reviewed historically are:
*HAC History of Passenger Accounting Lines
*HIA Air Only
*HAC Accounting Lines Only
*H3 GFax –all airlines except AA Only
*H4 GFax –AA Only
*H5 Historical Remarks Only
*H6 Received Field Remarks Only
*HB Seats Only
*QH Queue History
*HT Ticketing Records
*P5H Remarks (5H- field)
*HI Itinerary Only
*PQH History of Stored Pricing
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Ticketing History
The ticketing drivestream for the ticket or exchange is shown in the historical ticketing field.
You can display this field by entering: *HT
You will review this data to see if the ticket or exchange has been processed correctly.
The drivestream line ‘AT’ below begins with W‡ and is then followed by the exchange data
that was stored in the Future Processing (FP) line.
- The FP exchange line formats will differ depending on the type of ticket (initial
ticket or exchange) and product (or fare type).
- The first portion of the FP line is the PQ (price quote) record which was
referenced when issuing the ticket.
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PNR Help References
Additional Sabre format information can be found by clicking on Agent Tools, then select
Format Finder from the drop down menu and enter your keyword or format into the Format
Finder window to access all related topics.
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Calculator Functions
The most commonly used calculator functions available are:
Add T¤128‡100
Subtract T¤128-100
Multiply T¤128*.075
Divide T¤100/4
The calculator function can also be used in determining minimum/maximum stay
calculations. The format to view this data: T¤(Date)‡ (number of days)
Example: T¤10JUL‡331
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Programmable Function (PF Keys)
Sabre offers two types of programmable keys which can be used to input frequently used
entries –
1. Programmable Function Keys (PF) keys
2. Quick Keys.
PF Keys include variable functions and are stored in an Office Bank (managed by Center
Management).
Quick keys do not include variables and are stored on an individual agent’s desktop.
Any agent who would like to build and use personal Quick Keys can reference Sabre format
finder for instructions.
Using PF keys to input data into a Sabre PNR saves time and promotes accuracy. PF keys
are customized by your center management and copied to your set by your supervisor. Once
the PF keys are copied to your set, they are ready for use by you, the agent. PF Key Banks
are saved to your log-in; therefore, they are available to you even if you switch workstations.
Each agent login holds a total of 15 personal banks with each bank consisting of 12 PF
Keys.
Loading PF Keys
Once your supervisor has copied the customized PF Key banks to your set, you can view the
list of banks available to you for use by entering PF*ALL.
From the list of banks available to you for use, select the one you would like to use and load
it. To load your new PF Key bank, enter the following:
Entry: PFL<BANK #>/ALL
Ex: PFL1/ALL
To display labels for your new PF keys, simply click on the view tab at the top of the My
Sabre page and place a check mark next to “PF Key Labels”.
The labels will be displayed on the right side of your MySabre screen.
Accessing / Using PF Keys
There are three different methods that you can use to play a PF Key:
1. Press the function key (F1, F2, etc) on your computer’s keyboard
To play PF Keys 1 through 12, press the appropriate function (F) key on your keyboard.
Note: In some instances, a variable may be required prior to launching the PF Key,
therefore, your supervisor will provide you with a demonstration of each PF key that has
been customized for your team.
To play PF Keys 13 through 24, press the ALT key plus the corresponding function (F) key
on your keyboard.
2. Display the PF Keys labels and click a label with your mouse
Make sure the PF Key labels are visible (select Options from the tool bar, then
Configuration from the drop down list. Click the PF Key label using your mouse.
3. Select a key from the Keys drop-down menu
Select Keys from the menu bar above the Sabre system work area on MySabre. Place
your mouse over the PF Keys 1-12 or PF Keys 13-24 selections. The PF Key numbers
and labels appear. Click the PF Key number to be played. PF Keys
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____________________________________________________________________
Accessing Sabre Tutorial Training
Sabre offers a personal trainer site for agents to access training resources such as individual
tutorial courses.
Step # 1 Access the site by clicking on the “E-Services” Tab. Select “Personal Trainer” from
training drop down list
Step # 2 Personal Trainer Log on
a. If first time user - You are required to register and create a training profile by clicking on the “new
person-please add me” link from the personal trainer log on page.
b. If profile was previously created - Login using your logon name and password
Note: Steps 3 and 4 are only required if you are a first time user. If you already have a profile
and you have downloaded the required software, no further action is required to access the
training site.
Step # 3 Enter all required information to create your agent training profile.
Note: Use the suggested guidelines for creating the logon name and password.
Logon name - Agent’s first initial and last name
Password – Sabre
Step # 4 Download Setup File (required)
After the profile is created, the agent will be prompted to download the setup file and install
software by clicking “OK”.
Step # 5 Click on the “suggested course plans” to display the list of available courses.
Step # 6 Once you selected a course from the list of suggested courses above, the details of
the course will display. To add the course to your training plan, click the “add to my training
plan” link at the top of the page.
Step # 7 Once you have selected a course, click “yes” to confirm that you would like to add
this course to your training plan.
Step # 8- After all courses have been confirmed, you may view your individual training plan
by clicking on the “training plan” link on the left side of the page. All courses will be displayed
and the status of each will be shown.
Worldspan Basics
Accessing the Worldspan System
Displaying a reservation in Worldspan
PNR Parts
Helpful Formats for Reviewing PNRs
Electronic Ticket Record
PNR History
PNR Help References
Calculator Functions
Accessing and Downloading Office Macros
Accessing Worldspan Tutorial Training
Accessing the Worldspan System
Log-in / Log-out
Navigating between Pseudo City Codes
Navigating between work areas
Worldspan System Usage Keys
Log-In / Log-out
To log in, click on the Worldspan icon or URL (link) in your internet favorite’s folder. There are
two steps to the log-in process.
1. Enter your Worldspan login ID and password.
2. Sign into your work areas
The format: BSI$<4-digit agent ID><2-character agent sine>/GS/<password>
Ex: BSI$5630DR/GS/PCLN1234
To log out in follow the steps below:
1. Sine out of your work areas: BSO$
2. Click on the “Logout” option in the upper right hand corner of your screen.
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Navigating Between Pseudo City Codes
The format to emulate to another pseudo city is 4@E followed by the Pseudo City Code. For
example the format to emulate from CTJ into OMW is 4@EOMW
When your work in the emulated pseudo city code is completed, cancel (turn off) emulation
by entering 4@EOFF.
To determine which Worldspan pseudo city you are currently working in, enter B$
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Navigating Between Work Areas
To determine the status of all work areas (check for activity), enter B$
To change between work areas, enter B<work area>
Example: BC
(C represents the work area you would like to change to: A, B, C, D, E, F)
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Worldspan System Usage Keys
The Worldspan Reservation System uses a special set of characters and defined keys.
Please refer to the guides below for the location and description of these
keys.
Commonly Used Worldspan Keys:
Character Keyboard Reference Function
@ [ Left Bracket Change
* + Plus Display
# , Comma End Item
$ ; Semicolon Reduce Key
/ / Forward Slash Separator
> ] Right Bracket SOM (Start of Message)
System Usage Keys:
Character Keyboard Reference Function
F1 Help
F2 Cancel Itinerary XI
F3 ARNK Segment OA
F4 Clear All Windows
F5 Input Recall I
F6 Today’s Date 01JAN
F7 Move cursor to the next sequential
window
F8 Move to next window
F9 Clear active window
F10 End Transaction E<enter>
F11 Move Up MU
Ctrl+F11 Move Top MT
F12 Move Down MD
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Displaying a Reservation in Worldspan
The format to display a reservation is:
*<Record Locator>
If the Record Locator is not available to you, there are a few other ways to locate the PNR.
Name Search: *- LASTNAME/FIRSTNAME
Detailed Name Search: *- LASTNAME/FIRSTNAME#10AUG
Flight number, date, and name search: *AA51/10AUG- LASTNAME/FIRSTNAME
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__________________________________________________________________
Worldspan PNR Parts
Name Field
Telephone Field
Ticketing Field
Seat Assignments
Itinerary and Retention Line
General Facts (OSI/SSR)
Received from Field
Direct Response (Record Locator)
Client Account Number
Client Address
Document Instruction Line
Document History
Form of Payment
Ticket Information
Remarks Fields
Accounting Remarks
Transmit Ticket Numbers
Secure Flight Information
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Name Field
The name in a PNR must be the passenger’s legal name as it appears on their government
issued photo ID. Revisions to the name field (name changes or spelling corrections) are
not permitted.
PNR Entry: *-LAST/FIRST*WEB
PNR Display Format: *N
PNR Modification Format: NOT PERMITTED
Note: Each passenger name field will include passenger type code WEB.
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Telephone Field
The number 9 is the field identifier for the telephone field. The agency phone number must
always be first in a PNR.
There are four frequently used identifiers for the type of telephone number.
o T for Travel Agency
o B for Passengers Business Phone
o H for Passenger Home Phone
o F for Passenger Fax Number
o C for Passenger Cell Phone Number
PNR Entry: 9OMW800-678-1929-T LOWESTFARE
9OMW212-999-1212-B CUSTOMER PHONE
PNR Display Format: *PP
PNR Modification Format: 92@<new phone info>
Example: 92@OMW212-555-1212-H
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Ticketing Field
The ticketing field identifier is 7.
The Ticketing Field (7) is followed by TAW (Ticket At Will), queue number and a ticketing
date. The ticketing date is always equal to the booking date in priceline PNRs.
The ticketing line (TAW line) is automatically removed when tickets are generated.
PNR Entry: 7TAW/00/28JUL
PNR Display Format: *TK
PNR Modification Format:
7@T/ Mark as ticketed
7@TAW/00/28JUL Add new unticketed TAW line
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Seat Assignments
To display reserved seats, enter *S
Review Seat Map 41* (1= Segment #)
To move up / move down in a seat map: MD or MU
To assign seats there are a number of format entries available. Sample entries:
All Segments; Generic Seating 4RA
All Segments; Specify Seat Type 4RA$A (A = Aisle; W = Window)
Segment Select; Specific Seat Type 4RS1$A (1 = segment #; A – Aisle; W = Window)
Segment Select; Specific Seat # 4RS1$14A (1 = segment #; 14A = seat #)
Cancel Seats:
To cancel seats for a specific segment: 4RX1 (1 = Segment #)
To cancel seats for all segments: 4RX
o If carrier does not support seat requests, no documentation required
o If GDS history shows seat request made & rejected, no documentation required
§ Agent note: if you are able to request seats & end transaction, it will be
logged in PNR history;
§ Agent note: If you receive a seating error message before end transaction,
it will not be logged in PNR history
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Itinerary
The passenger itinerary can be displayed by entering *I
The itinerary consists of two items –
- Flight, hotel or rental car segments
- Retention Line
The Retention Line is broken down as follows:
- Date (normally 6 months after the last travel date)
- Pseudo city code
- Product Type
- Partner Processing Code
The basic formats to modify flight segments are noted below:
Cancel Segment: X3
Cancel Connecting Segments: X3/4
Cancel and Rebook – Same flight; New Date X1‡0/30AUG
Connecting Flights X1/2‡0/30AUG
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General Facts (OSI / SSR)
PNRS have a general fax area (GFAX) that may contain two types of service information.
o Special service requests (SSR)
o Other service information (OSI)
The SSR field is used to transmit information or requests to an airline via 4-letter codes
(short cuts). For example – WCHR (wheelchair) and SPML (special meal).
The OSI field is used to transmit “other” service information via a free-form text entry. For
example – fare information on a ticket. Priceline also uses OSI entries to transit customer
service phone information to the carrier.
When entering an SSR, do not include “SSR” in your entry.
Example: 3SAN1.1VGML
When entering an OSI, “OSI” must be included in your entry.
Example: 3OSI DL TCP2 WITH JOHN SMITH
PNR Display Format:
*G
PNR Modification Format:
3<line number>@
Example: 31@
For a complete list of special service codes- see Help SSR
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Received From Field
The received field identifier is 6. The identifier is followed by plus the passenger contact
name. Agents should never use “pax”, “passenger”, “p” or their own initials.
PNR Entry:
6Margaret
PNR Display Format:
*H
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Direct Response (Record Locator)
When a new booking is created or changes are made to an existing flight itinerary, the
carrier returns the airline record locator to the PNR via a direct response message after end
transaction (ER). The record locator is confirmation that the booking exists in the carrier’s
system. The airline record locator may be viewed by entering *DR.
PNR Display Format: *DR
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Client Account Number
This field is an accounting reference, and should never be changed – even if a form of
payment change occurs on a ticket exchange.
The account numbers currently programmed in our accounting system are:
5-CA01VI00 If original FOP was Visa
5-CA01AX00 If original FOP was American Express
5-CA01CA00 If original FOP was MasterCard
5-CA01DS00 If original FOP was Discover
5-CA01BL00 If original FOP was Bill Me Later
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Client Address
The client is required to provide us with an address when a purchase is made via the
website.
PNR Entry: 5-CD
PNR Display Format: *MA
PNR Modification Format: 5<line number>@-CD<new data>
Example: 51@-CD JOE SMITH
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Document Instruction Line
All retail tickets, where the airline is the merchant of record, will contain a Document
Instruction Line (DI). This line stores the instructions (Form of payment, Expiration Date and
Manual Credit Card Authorization) which will be used at time of ticketing.
PNR Entry: 4-DI#$CCAX372712345678900N1209*Z111222
PNR Display Format: *DI
PNR Modification Entry:
1. Display the DI line *DI
2. Place your curser immediately after the 2-letter credit card code (1st X) and re-
type the original credit card number and expiration date in full.
3. Type over the original authorization code
4-DI@*#$CCAX372712345678900N1209*Z111222
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Document History
Worldspan creates a document history record for each ticket issued. This field cannot be
modified. The following information can be found in the document history:
Ticket date
Ticket number
Form of payment
Fare calculation
Pricing format used to price itinerary
Ticketing command used to issue ticket
PNR Entry:
This field is automatically created by Worldspan when a ticket is issued, it is not
created manually.
PNR Display Format: *DH
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Form of Payment
The standard Form of Payment field (5$AN) which stands for agency nonrefundable is only
used for Opaque, LCC and Retail Net bookings where priceline/lowestfare is the merchant of
record.
PNR Entry: 5$AN
PNR Display Format: *FP
PNR Modification Format: 5$@<new data>
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Ticket Information
The *TK entry is used to display ticket information only including TAW line, Commission
Field, DI lines, Endorsement Field, Fare Quote and the pricing entry used.
If Electronic Tickets were issued, the ETA (Electronic Ticket Acknowledgement) can also be
viewed under the *TK response.
A ticketed TAW line will provide information on the date and place of issuance (OMW / CTJ),
along with an agent sine indicating who issued the ticket. Agent sine “PL” or “RS” indicates a
ticket was issued by (or action completed by) the priceline robot.
Two areas of *TK will indicate whether tickets are paper or electronic.
1. TAW line ticket information will have an “E” indicator for electronic tickets and have no identifier
for paper tickets.
2. ETA data will not be present for paper tickets.
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Remarks Field
The remarks field contains several pieces of information including accounting information,
commission, billing, delivery addresses and inter-office commentary.
You can display select remarks data for the following fields.
Passenger address: *MA
All Remarks: *M
Historical Remarks: *UZ
Accounting remarks: *UA
Regardless of the “type” of remarks field line, they are all combined in a Worldspan PNR.
You can view the remarks field either in full (*M) or by remarks field category (*MA, *UZ, *UA,
etc.).
The only remarks field area which is modified by an agent during a ticket exchange is the
accounting remarks (AMT line only). The only accounting remark that should be added by
an agent during a ticket exchange is the 5.A INV line. No other remarks field item should be
modified or removed by an agent.
PNR Entry: 5.A INV 1234567890
PNR Display Format: *UA
PNR modification entry: 5.A8@ AMT 0.00
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Accounting Remarks
The Accounting Remarks are used for billing and tracking purposes.
To view the financial summary (Accounting Remarks) of the reservation, enter *UA (display
period)
Accounting field remarks are subject to change, however an explanation of current
accounting field remarks is as follows:
Line # 1. PTR Priceline Ticket Request number and processing fee
Line # 2. FOP Form of Payment
Line # 3. PTN Partner (website) Name
Line # 4. CSP Priceline’s 1-800 number
Line # 5. BAP Customer’s phone number
Line # 6. TVL Shipping type and cost
Line # 7. TKT Per ticket price plus tax
Line # 8. AMT Total amount charged to credit card by priceline
Line # 9. CST Priceline’s cost/base fare
Line # 10. TAX Total taxes
Line # 11. MTX Margin tax
Line # 12. INS Insurance price if purchased
Line # 13. ACC Tax version # & the Offer ID
Line # 14. CAP Capped tax amount
Line # 15. CMM Commission type and amount
Line # 16. FST Product SaleType
Line # 17. AUT Credit Card Authorization code and amount
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Transmit Ticket Numbers
Preferred Format:
3TTNXX <x = Airline>
The TTN entry will add ticket numbers to *G and *DH fields without having to type in
the full number.
Use only when TTN fails:
3SAN1.1TKNM<ticket number><ck digit #>
Example: 3SAN1.1TKNM00112345678901
Conjunction format:
3SAN1.1TKNM<1st ticket # plus ck digit-last 3 digits of 2nd ticket # plus ck digit>
Example: 3SAN1.1TKNM00112345678901-8912
Notes:
o In the examples above, 1.1 represents the name item to which the ticket number belongs.
o You will repeat this entry for each passenger in the itinerary.
o The TKNM entry will add ticket numbers to *G field only.
o To get the check digit number, enter 4C*M(ticket number)
If the TTN and TKNM entries fail, transmit ticket numbers using the generic OSI message:
3OSI<airline code>TKNM (Ticket Number)
Example: 3OSIAFTKNM 1251234567890
Note:
Cathay Pacific and Dragon Airlines require ticket number transmission in the form of an SSR
otherwise will result in cancellation. Please transmit ticket numbers to CX/KA via 3SAN
format shown in example above.
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Secure Flight Information
The TSA now requires all airlines to obtain from all passengers their full names, dates of
birth, gender, and optional redress numbers and/or known traveler numbers. Upon receipt,
the TSA will compare the information against the government watch lists and provide the
airlines approval to issue the passengers boarding pass.
Use *GS to display secure flight information.
Transmit secure flight information using the format below:
All Airlines:
3SSRDOCS< two letter airline code>HK1/////<date, month, year of birth>/<gender
code>//<last name>/<first name>/<middle/second name>-<PNR name number>
Example: 3SSRDOCSYYHK1/////13MAR03/M//JONES/ANDREW/ARTHUR-1.1
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Helpful Formats for Reviewing PNRs
Flight Service Details (View Itinerary)
Encoding / Decoding
Minimum Connecting Time
Flight Service Details (View Itinerary)
V*
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Encoding / Decoding
Encode City and/or Airport KC/<city or airport name >
Example: KC/COLUMBUS
Encode Airline KAC/<airline name>
Example: KAC/DELTA AIRLINES
Decode City / Airport KD/<airport code>
Example: KD/MCO
Decode Airline Code KAD/<airline code>
Example: KAD/DL
Decode Airline Ticketing Code (validation code) KAD/<3-digit carrier code>
Example: KAD/006
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Minimum Connecting Time
There are two options in checking Minimum Connect Time. Via an Itinerary (Segment)
Minimum Connect Time display or via a generic Airport/City Code display.
Minimum Connect Time – Segment Display
To verify the minimum connect time is valid for a flight connection in an itinerary, enter
VCT*<range of flight segments>.
Ex: VCT*2-3
Minimum Connect Time – Airport/City Display
To find the minimum connection time required in a specific city/airport, use the entry
KEC*JFK KEC*<airport code>
The data displayed for basic minimum connect time will include a “standard” (same airport)
plus “inter-airport”, broken down by connection types. Connection type identifiers are:
D / D = Domestic to Domestic connection
D / I = Domestic to International connection
I / D = International to Domestic connection
I / I = International to International connection
Adding the arrival and departure carrier code plus the optional connection type identifier to
the KEC entry will display the minimum connect time plus provide additional information on
exceptions which may be published.
Example: KEC*JFK-DL-DL*DD
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Electronic Ticket Record (ETR)
The electronic ticket record is attached to all electronic tickets. If active it will tell you the
status of the ticket. Click here for the most common ETR status codes and their definition
If an ETR is not present, the ticket has been either used or taken over by the airline.
A ticket cannot be refunded through Worldspan or IAR if a Used, Printed, Exchanged, Void or
Refunded status shows in the ETR.
Coupons that are marked as Unavailable or Airport Control should be investigated with the
carrier before attempting to refund or void.
A void and/or refund is processed via a manual format (in the GDS) only when a PNR fails
the CARES automated process and is delivered on the Cancel Error queue.
Each passenger (and ticket) has its own electronic ticketing record. To display all electronic
ticket records in a PNR, type *ETA.
After displaying the list, select the one that you want to view by entering ETR<line #>.
ETR1
You can also display an ETR by including the Ticket Number in your entry:
ETR0377180055698
When reviewing exchanged tickets, if coupon status is Exchanged with no new ticket number
present in *DH or *TK, this would indicate the airline exchanged the ticket.
The length of time the ETR can be displayed depends upon the coupon status.
The industry standard is -
- 13 months from last date of travel- when at least one segment is -open for use-.
- 7 days from last date of travel when no segments are open for use.
To view the history of the electronic ticket record, type an “ X ” in the ETR Display History box
in the ETR.
Note: ETR history is not available for all carriers.
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PNR History
PNR History tips –
- The easiest way to review PNR history is to print the data, or to copy and paste the
data to a Word document. This will provide you with the ability to highlight specific
areas.
- You can add chronologic line item numbers to any PNR history entry by adding
#NUM to the end of the format (*H#NUM; *H$#NUM, *HQ#NUM, etc.).
- When reading PNR history, always review data from the bottom (oldest) to the top
(most recent).
- The date/time, agent sine and pseudo city will be noted below the action performed.
- Time an action is completed is always listed in Zulu (Z) time. Zulu time is the
equivalent of the time in Manchester, England. To convert to local (Eastern) time to Zulu
time, enter HELP ZEASTERN for a chart, or check time for Manchester, England
(KCD*MAN).
- For a list of codes used in history, see HELP *HISTC
- Agent sine PL or RS is used by the priceline robot. Therefore, when you see an action
has been taken on a schedule change by agent sine PL or RS it has been accepted by
the Robot.
The most common areas of Worldspan that can be reviewed historically are:
*H$ Stored Fare Quote
*HDI Document Instructions – Ticketed
*HQ Queue History
*HL Record Locator items
*H$T Ticketing Records
*HZ Remarks (5.Z field)
*HIA Air Itinerary Only
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PNR Help References
Additional Worldspan format information can be found by typing HELP<Topic Name>
or
INFO<Topic Name>.
HELP in Worldspan will provide format assistance, while INFO will provide detailed ex-
planations of the process.
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Calculator Functions
The most commonly used calculator functions available are:
Add 4C128#100
Subtract 4C128-100
Multiply 4C128X75
Divide 4C100/4
The calculator function can also be used in determining minimum/maximum stay
calculations. The format to view this data: 4F.CD<DATE>/<NUMBER OF DAYS>
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Accessing and Downloading Office Macros
A macro is a series of recorded keystroke entries that, when played back, adds the
data to the Worldspan PNR.
Office Macros are a set of commonly recorded keystrokes, stored in a single file,
available to all employees.
Supervisors are responsible for creating and maintaining office macros for the
centers.
Downloading Office Macros
Anytime a macro is created or modified, your supervisor will advise you to download
it from the Macro Server. When you download, all existing macros will be replaced
with the current versions. Follow the steps below to download office macros.
Step # 1 From the tools link, Click “Macro” from the list and then select “Get Office
Macros”
Step # 2 Click continue and the message “downloading office macros” will appear
Step # 3 Click OK to complete the download process
Accessing/Using Office Macros
Step # 1 Right click on your mouse and highlight “Office Macros”. A drop down list
of all Office Macros will display.
Step # 2 Highlight the macro name from the list; left click on your mouse to run the
Macro.
Step # 3 The macro text explains what data should be entered next
Step # 4 When the macro is restarted, the email address that was previously entered is
added to the PNR. The macro is also programmed to End and Retrieve the PNR and
generate an email containing the itinerary.
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Accessing Worldspan Tutorial Training
Worldspan offers a global learning site for agents to access training resources such
as training classes and tutorials.
Step # 1 Access the site by clicking on the “Help” link from the Worldspan Go toolbar.
Step # 2 Click on the “Global Learning Center” link from the Support Resources
section to access the training site. Please note the other references that are
accessible from this online help page.
Step # 3 From the Global Learning Center page, click on the “Tutorials” tab at the top
of page.
Step # 4 Set up Requirements (Required for first time log-in only):
The link to the setup requirements page is located on the Tutorials page. The
Macromedia Flash and Adobe Acrobat software must be downloaded to your set prior
to accessing the Tutorial agent page for the first time. When the download is
complete, the Worldspan Training Services page will display to begin the log in
process.
Step # 5 Click on the “student logon” link on the Tutorial page to login to the training
site.
A. Click on United States.
B. Add the following information :
1. SID (Pseudo City Code) = Enter CTJ
2. Customer # or IATA # = Enter 07508546
3. When complete, click login
C. Add the following information :
1. Worldspan GO Sign-on= Enter your current Worldspan Sign-On
2. Enter your initials
3. When complete, click login
D. Profile Registration Required (Required for first time log-in only)
1. First/Last Name: Enter first and last name
2. Email Address: Enter your email address
3. Work Phone: Enter your work phone number
4. Time zone: Select your time zone from the drop down menu
5. When complete, click create profile
If you previously created a profile, you will proceed directly to the training site.
Step # 6 After logging in, the training site will display with links to the various types of
training (virtual classes, classroom training, tutorials etc.) offered by
Worldspan/Travelport . To access the Tutorial training, click on the tutorials link A list
of topics within that subject will display.
Your supervisor will provide a list of courses that are required or recommended as
part of your tutorial training.
Step # 7 To begin your lesson, click the first topic shown on the list.
Step # 8 After you complete the topic, an online assessment will be provided. Upon
completion of the online assessment, the progress details page will be displayed
which shows that the topic was completed.
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Splitting a PNR
A PNR should be divided when one or more, but not all passengers wish to change or cancel
their reservations.
Determine GDS
· Farelogix: Click here
· Mystifly: PNR split functionality is built into the void, refund, reissue paths in Myfarebox.
o At launch, if processing split refund and option to select passengers is not available in
MFB Refund path, use “split” option first to split passengers who want to request re-
fund quote or refund request. Click here for guidance.
· Worldspan or Sabre: Continue below
1. Retrieve the PNR and split off the passenger(s) WHO ARE NOT MODIFYING their reservation
into a new PNR.
· Those who ARE changing (split exchange) or cancelling (split cancel/EOY)
remain in the original PNR.
o This is the PNR that shows on Web Check Status
· Those who ARE NOT changing are placed in a new PNR.
· If multiple passengers are making varied itinerary changes, you may split any
passenger off into a new PNR.
DIVIDE A PNR FORMAT
Name Field 3 D3
Name Field 3 & 4 D3*4
Name Fields 1, 3 & 4 D1*3*4
Received Field 6(Caller Name)
2. Add retention line; Click here for formats.
3. Enter received from field and File PNR.
Format: 6SPLIT <CANCEL/EXCHANGE>§F
4. Original PNR will automatically display. Itinerary modification must be made before End Transac-
tion.
Determine Ticketing Agency (Priceline or Consolidator); continue based on
scenario:
Consolidator:
· If Split EOY or Split Refund Request (Split void is not permitted)
o Cancel Itinerary (Wspn= XA, Sabre= XIA)
· If Split Reissue Request; proceed based on reissue type
o Exchange Name Correction
§ Adjust name as needed
§ Continue to step # 5
o Exchange Itinerary
§ When New PNR displays (customer(s) not changing) ;
· Cancel the ARNK segment & unwanted flights
i. You should now have ORIGINAL itinerary present
· File PNR
§ When Original PNR displays (customers who are changing);
· Cancel the ARNK segment & unwanted flights
i. You should now have the NEW itinerary present
· Continue to step # 5
Priceline:
· If Split EOY, Refund or Void
o Cancel Itinerary (Wspn= XA, Sabre= XIA)
o Continue to step # 5
· If Split Exchange; proceed based on exchange type
o Exchange Name Correction
§ Adjust name as needed
§ Continue to step # 5
o Exchange Itinerary
§ Cancel unwanted & book new flights in desired class.
§ Continue to step # 5
5. Enter received from field and End Transaction.
Format: 6SPLIT <CANCEL/EXCHANGE>§E
6. Document new GDS RLOC # in CARES notes.
7. Redisplay new PNR which is not being modified – Review and Confirm
· Verify all original segments are HK; carrier RLOC # is present on all segments.
· Consult with a Supervisor if issues concerning new (unchanged) PNR are
present.
· Verify or request seating for all passengers/segments.
8. End Transaction (or ignore, if no changes are being made).
9. Your split is complete. Redisplay the original PNR to verify changes.
· Verify all segments are HK; carrier RLOC # is present on all segments.
· Consult with a Supervisor if issues concerning original PNR are present.
· Verify or request seating or any special requests for all passengers/segments.
Determine Ticketing Agency (Priceline or Consolidator- Worldspan KJJ) to determine next
steps:
Consolidator - Worldspan (KJJ): click here
Priceline; Continue Below Based on Scenario:
- Voiding a portion of the PNR click here
- Refunding a portion of the PNR click here
- Exchanging one of the PNRs, go to the exchanges KB for further instructions.
Important Reminder:
§ The new PNR itinerary will not be reflected in CARES or our Website.
§ To send itinerary follow the instructions here
- Exchange One Year on one of the PNRs, follow the process identified in the
Manual EOY path in the appropriate Air TS Change of Plans script.
Retention Line:
· Retention lines are only used for Worldspan and Sabre bookings
Proceed based on GDS:
WORLDSPAN FORMAT EXAMPLES
Standard TNZZMK1ACC<DDMMMYY (331 DAYS TNZZMK1ACC15FEB16/AN-OMW RETAIL
FROM TODAY)>/AN-<PSEUDO CITY TNZZMK1ACC01JAN16/AN-CTJ NYOP
CODE><PRODUCT TYPE> TNZZMK1ACC15JAN16/AN-KJJ RETAIL NET
CONSOLIDATOR GTT
Split PNR TNZZMK1ACC<DDMMMYY (331 DAYS TNZZMK1ACC27MAR16/AN-OMW MANUAL
FROM TODAY)>/AN-<PSEUDO CITY PNR FROM LUM7Q9
CODE>MANUAL PNR FROM <ORIG
RLOC>
Calculate 4F.CD<TODAY’S DATE>//331 4F.CD17NOV//331
Date
SABRE FORMAT EXAMPLES
Standard 0OTHAAGK1NYC<DDMM (180 DAYS 0OTHAAGK1NYC17NOV-OTH
FROM DATE OF LAST TRAVEL MISCELLANEOUS
SEGMENT)>-OTH MISCELLANEOUS SEGMENT
SEGMENT
Split PNR 0OTHAAGK1NYC<DDMM (180 DAYS 0OTHAAGK1NYC12NOV-OTH
FROM DATE OF LAST TRAVEL MISCELLANEOUS
SEGMENT)>- OTH MISCELLANEOUS SEGMENT MANUAL PNR FROM LNMTRX
SEGMENT MANUAL PNR FROM<ORIG
RLOC>
Calculate T¤<DATE OF LAST TRAVEL T¤15NOV‡180
Date SEGMENT>‡180
After inserting the required retention line, click ALT + ¬ left arrow to return to previous
page to continue working your PNR to completion.
2. Clone the original PNR:
Worldspan EC*A/FP
SABRE ICAPD
3. Add TAW Line
Worldspan 7TAW/00/<TODAY’S DATE>
SABRE 7TAW<TODAY’S DATE>/
APIS/Secure Flight information:
Proceed based on GDS:
WORLDSPAN FORMAT EXAMPLES
All Airlines 3SSRDOCS<AIRLINE 3SSRDOCSYYHK1/////13MAR85/M//JONE
CODE>HK1/////<DDMMYY (DATE OF
BIRTH)>/<GENDER CODE>//<LAST
NAME>/<FIRST
NAME>/<MIDDLE/SECOND NAME>-
<NAME NUMBER>
SABRE FORMAT EXAMPLES
American 4DOCS<SEGMENT # OR “A” FOR ALL 4DOCS1/DB/13MAR85/M/JONES/ANDRE
Airlines SEGMENTS>/DB/<DDMMYY (DATE OF or
BIRTH)>/<GENDER CODE>/<LAST 4DOCSA/DB/03MAR80/F/JAMES/ANDRE
NAME>/<FIRST
NAME>/<MIDDLE/SECOND NAME>-
<NAME NUMBER>
All Other 3DOCS/DB/<DDMMYY (DATE OF 3DOCS/DB/12JUL71/M/SMITH/JOHN/PAU
Airlines BIRTH)>/<GENDER CODE>/<LAST
NAME>/<FIRST
NAME>/<MIDDLE/SECOND NAME>-
<NAME NUMBER>
Worldspan – FastMail
1. Access the PNR in Worldspan, and remove all pre-existing email addresses from the
PNR.
Format: 5@-FM/ALL
2. Right click in your Res Window and select the Macro “FASTMAIL”.
If Macro is not available, go to Smart Point Menu items. Select Documentation and choose
FAST MAIL from the dropdown list of scripts.
3. Enter customer email. Advise customer they will receive email from noreply-
[email protected].
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Sabre – Trip Case (formerly known as Virtually There)
1.*PE will display the customers email address in Sabre.
2. Email the itinerary directly to customer email
- Format: PE¤‡customeremail‡
Note: There are some characters that Virtually There does not recognize. The substitute
characters are shown below-
- Underscore, use two equal sign characters (==).
- Apostrophe, use a single forward slash (/).
There are also some characters that are not allowed which include: comma, ampersand,
plus sign or percent sign.
3. Receive the PNR (6EMAIL), End and Mail (EM) with the following entry:
- Format: 6EMAIL§EM
- The system response will be: EMAIL REQUEST ACCEPTED
Note: Advise customer they will receive itinerary from [email protected].
SABRE - E-Ticket Void
1. Select correct pseudo city & display PNR.
2. Verify ETR Status, Open or Airport Control
§ All other status, consult with a Supervisor
3. WETR*2 (2=Line Number from *T)
4. Void E-ticket
§ WV(line # of ticket to be voided) Ex: WV2
§ Enter WV2 (line # of ticket to be voided) again to confirm the void.
§ Receive field (6+contact name) is required Ex: 6AllisonBlodgett
5. Cancel itinerary if applicable
6. End/retrieve (ER)
SABRE - Manual Refund / E-tickets / Full or Less Penalty - All
1. Switch to full screen
2. Review refund notes in Cares, determine refund base, tax and penalty amounts if ap-
plicable.
3. Emulate to the correct pseudo city & display PNR.
4. Verify ETR Status
a. Open or Airport Control; continue to next step
b. All other status, consult with a Supervisor
5. Cancel flight segments if not already cancelled
6. Modify retention line to 11 months (331 days) from today click here for format.
7. End Transaction (ER)
8. *T - Determine Ticket numbers present and which should be refunded
9. Process refund
The process varies based on the product type and currency used to issue the ticket(s)
REMINDER:
Ø Airline Merchant of Record (Retail): If refunding less penalty; populate penalty
amount in the GDS.
Ø Priceline Merchant of Record (Opaque or Retail Net): Refund tickets
in FULL. Do NOT charge the penalty fee in the GDS.
· Ticket(s) issued in USD:
1. Refund Ticket # for 1st passenger
Full Refund:
· Entry: WFRR (13-digit document number)‡N(passenger name #)
· Entry with waiver code: WFRR (13-digit document number)‡N(pas-
senger name #)‡RC/(waiver code)
Examples: WFRR0068504765210‡N1.1
WFRR0068504765210‡N1.1‡RC/COVID19
Refund Less Penalty:
Entry: WFRR (13-digit document number)‡N(passenger name
#)‡CP(penalty amount)
Example: WFRR0068504765210‡N1.1‡CP100.00
2. If Multi-psgr, repeat # 1 for each passenger
· Ticket(s) issued in Canadian Currency:
1. Launch Refund Mask
a. Initiate refund mask for the 1st passenger
Entry: WFR (13-digit document number)‡A(validating CXR
code)‡N(passenger name #)
Example: WFR0015249869779‡AAA‡N1.1
b. Continue to # 2
2. Populate screen # 1
a. Tab to “Code” box
§ Populate “R” (refund) for each segment being refunded
§ Populate “F” (flown) for each flown segment
b. Tab to “Next”, add “X” and Enter
c. Continue to step # 3
3. Populate Screen # 2
a. Tab to CHG FEE AMOUNT field and add cancel fee amount (if applica-
ble)
§ Reminder: Fee Amount must be in same currency as ticket!
b. Tab to Next, add “X” and Enter
§ Review all amounts;
§ Continue to item # 3 if accurate
§ Tab to Quit, add X and Enter if not accurate
c. Tab to Next, add “X” and Enter
d. Continue to # 4
4. Populate Screen # 3
a. Add Commission on Refund AMT
§ Always enter 0.00
b. Add Waiver Code (when applicable)
§ Sabre will transmit the waiver to BSP
c. Tab to “Refund” and add an “X”
§ Note: NEVER!!! Place an X in the Manual Refund/ET Status Change
Only field
d. Enter to process the refund
e. End / Retrieve (ER) the PNR
§ If Multi-passenger PNR, return to # 2 and repeat the process for each
ticket that requires refund.
10. Review Tickets; Confirm Refund(s)
· If refund(s) successful,
1. Verify all tickets were refunded *T
2. Continue based on the method being used to process the refund (Via
Cares Refund activity or outside of Cares due to failure in
refund activity)
a. If processing using Cares refund activity, complete actions/documenta-
tion via the activity.
b. If processing due to failure in Cares refund activity; continue below
§ Use the Send Smart Email activity to send customer
hotkey TSPLTCXL
§ Update Database
· If working a queue case, select Update DB - Cancel/Refund
Ticket from Complete Queue Work activity.
· If not working a queue case, please use the stand-alone activ-
ity to update the database.
§ Document CARES and close the case
· If refund(s) unsuccessful,
1. Copy the error response into Cares notes.
2. Send Kana hotkey to accounting
a. If full refund send KANA hotkey TSSR
b. If refund less penalty send KANA hotkey TSRLP
3. Leave case open
a. If Queue case, schedule for follow-up in 48 hours
b. All other case types, follow up from your Open Cases work list
4. Upon confirmation from accounting that the refund has been processed:
a. Verify ETR status shows Refunded
5. Continue based on the method being used to process the refund (Via
Cares CEP- Refund activity or outside of Cares due to failure)
a. If processing using Cares refund activity, complete actions/documenta-
tion via the activity.
b. If processing due to failure in Cares refund activity; continue below
§ Use the Send Smart Email activity to send customer
hotkey TSPLTCXL
§ If Waiver Code Required
· Send KANA hotkey email TSWAV
§ Update Database
§ If working a queue case, select Update DB - Cancel/Refund
Ticket from Complete Queue Work activity.
§ If not working a queue case, please use Update DB - Can-
cel/Refund Ticket to update the database.
§ Document CARES and close the case
Sabre Manual Refund- Taxes Only on Nonrefundable Tickets
§ You may need to cancel live space in the GDS; read case notes carefully to determine if
the customer will keep space if refund is denied. If you are uncertain of status of any com-
ponent, call the customer to verify before moving on.
§ Review fare rules to determine policy on refund of taxes and fees on an unused nonrefund-
able ticket. If unclear, contact carrier to determine policy.
§ If approved,
- Review refund notes in Cares, determine refund base, tax and penalty amounts if
applicable.
- Emulate to the correct pseudo city & display PNR.
- Verify ETR Status, Open or Airport Control if ETR status not already documented
o All other status, consult with a Supervisor
- Cancel flight segments if not already cancelled
Step # 1- Initiate refund mask for the 1st passenger
Entry: WFRN (13-digit document number)‡A(validating CXR)‡N(passenger
name #)
Example: WFRN0015249869779‡AAA‡N1.1
1) Continue to step # 2
Step # 2 – Populate screen # 1
1) Initiate refund mask for the 1st passenger
a) If “Exchange Tax Info” screen appears; Continue to step # 3
b) If “Non-Database Document” screen appears (Very Rare!); System is unable
to retrieve the ticket in the system’s database; Tab to Quit, add X and Enter
i. Contact the carrier as it is likely that they have taken control of it which is in-
hibiting us from taking action on it.
a. Proceed based on carrier response
i. If carrier confirms refund permitted; document refund amount and
ok to refund in Cares notes.
1. Send KANA email TSPR to Accounting
2. Send KANA email TSRS to customer
3. Document CARES notes; leave case open pending
refund confirmation.
ii. If carrier confirms that ticket is NOT eligible for refund; document
reason and advise customer of carrier response.
Step # 3 – Populate Screen # 2
1) Adjust and/or remove taxes based on your calculation.
Note: All taxes from the original ticket will be displayed; so it is very important to
delete any taxes that are NOT being refunded.
2) Tab to Next, add “X” and Enter
i. Continue to Step # 4
Step # 4 – Populate Screen # 3
1) Tab to CHG FEE AMOUNT field and add cancel fee amount (if applicable)
a) Reminder: Fee Amount must be in same currency as ticket!
2) Tab to Next, add “X” and Enter
a) Review all amounts;
b) Continue to item # 3 if refund amount is accurate
c) Tab to Quit, add X and Enter if not accurate
3) Tab to Next, add “X” and Enter
a) Continue to Step # 4
Step # 5 – Populate Screen # 4
1) Add Commission on Refund AMT
a) Always enter 0.00
2) Add waiver to waiver code field (if applicable)
3) Tab to “Refund” and add an “X”
4) Enter to process the refund
5) End / Retrieve (ER) the PNR
a) If Multi-passenger PNR, return to Step # 1 and repeat the process for each
ticket that requires refund.
Step # 6 –Review Tickets; Confirm Refund(s)
1) Verify all tickets were refunded (*DH)
Step # 7 -Continue based on the method being used to process the refund
(Via Cares Refund activity or outside of Cares due to failure in refund activity).
1) If processing using Cares refund activity, complete actions/documentation
via the activity.
2) If processing due to failure in Cares refund activity; continue to step # 8
Step # 8- Use the Send Smart Email activity to send customer hotkey TSPLTCXL
Step # 9- Update Database
1) If working a queue case, from Complete Queue Work activity select Update
DB - Cancel/Refund Ticket.
2) If not working a queue case, please use the Update Database from GDS
activity and select Update DB - Cancel/Refund Ticket.
Step # 10- Document CARES and close the case
Retail Sample:
Format:
WFRF<13 digit ticket #>‡NCB‡F*<credit card type code><cc number>/<expiry date>*Z<cc auth
code>‡K<commission>‡N<name number>‡ED<waiver code if applicable>‡U<tour code if applicable>
Example: WFRF0017706936747‡NCB‡F*CA5569290000000000000/1211*Z002345‡K5.45‡N1.1
Please note that the new Form of Payment information (cc number, expiry date or manual auth code) is not re-
quired for Even exchanges.
Retail Net Sample:
Format:
WFRF<13 digit ticket #>‡NCB‡FCHECK‡>‡K<commission>‡N<name number>‡ED <waiver code if ap-
plicable>‡UB*<tour code>
Example:
WFRF0017706936747‡NCB‡FCHECK‡K5.45‡N1.1‡UB*LWFR
§ Update the retention line to extend the hold period in Sabre
(0OTHAAGK1NYC<DDMM (180 DAYS FROM DATE OF LAST TRAVEL SEG)>-OTH MISCELLA-
NEOUS SEGMENT)
SABRE Manual PQ/Agent Assist Pricing
When exchanging a ticket, fares can be “masked” for one of two reasons –
A. Involuntary Exchanges; Pre-flight or Mid-flight
§ In the event of a schedule change
§ Weather/Natural Disaster – carrier allows re-use of original fare
B. Voluntary Exchanges; Mid-flight ONLY
§ When round-trip fares are used, all product types
In SABRE, the following methods are used to force price an itinerary.
· Via Agent Assist Pricing
· Via Manual PQ
§ There are 3 paths to create a manual PQ.
o Via Auto Price (Two entries: WP & RQA)
o Via Mask (W‡CTKT)
o Via Linear Entries (W‡C)
General Guidelines – all products
A waiver code is required 100% of the time when exchanging a ticket due to schedule change, or when an airline
penalty and/or airfare differential is being waived.
Important Notes:
· When masking mid-flight airfares, priceline policy to mask the fare of the new ticket to include the full
ticket amount – including the flown segment
· Agent Assist Pricing (forced fare) is a faster option and should be attempted before masking fares.
· Remove all previously stored fares in the Price Quote (PQ) field using the PQ delete entry (PQD-ALL)
· If commission (K) appeared on original ticket, the same amount MUST be appear on the new ticket.
§ Original commission amount is visible in accounting line “CMM” (..A* CMM 0/5.45 In this example,
commission is 5.45)
· Determine type of exchange
· Determine who is the merchant of record (PCLN or the airline)
· If Involuntary, add your waiver code to the appropriate field per CARRIER’S INSTRUCTIONS. Waiver
code can be added in the Endorsement box, Tour Code (IT) box or Ticket Designator field.
§ Endorsement box
Important Notes:
§ If the waiver needs to be in the endorsement box, you MUST put waiver code first then add the
original endorsement (in full) in the endorsement field (ED) of the FP line
o Failure to add required Waiver and Original Endorsement may result in a debit
memo!!!
Example: Original endorsement “NOCHG NONREF” and waiver code “SKDCHG”
FPPQ1N1.1‡ET0011370523763/12/15MAY06NYC‡FEFCCVI4444333322221111‡UKATRINA‡ED
SKDCHG NOCHG NONREF‡K5.45‡AAA
§ Tour Code
Important Notes:
§ If the waiver needs to be added to the Tour Code Box, review the original ticket (*T); deter-
mine if tour code is already present
· If No existing tour code, add waiver code into tour code field in the FP line
· If Existing tour code present, you MUST place the waiver code after the original
Tour Code by adding a space in between the two
o The tour code field can only store 14 characters
· If original tour code and waiver exceed 14 characters including
space, leave original tour code in place and add the waiver to the en-
dorsement box. Document why waiver code location was changed on
the OSI field and in CARES
· Failure to add required Waiver and Original Tour Code may result in a debit
memo!!!
Airline Merchant of Record (U)
Example: Waiver Code “KATRINA”
FPPQ1N1.1‡ET0011370523763/12/15MAY06NYC‡FEFCCVI4444333322221111‡UKAT-
RINA‡EDNOCHG NONREF‡K5.45‡AAA
Priceline Merchant of Record (UB*)
Example # 1: No Existing Tour code and Waiver Code “KATRINA”
FPPQ1N1.1‡ET0011370523763/12/15MAY06NYC‡FEFCHECK‡UB*KATRINA‡EDNOCHG
NONREF‡K5.45‡AAA
Example # 2: Existing Tour code “PLINE” and Waiver Code “KATRINA”
FPPQ1N1.1‡ET0011370523763/12/15MAY06NYC‡FEFCHECK‡UB*PLINE KATRINA‡EDNOCHG
NONREF‡K5.45‡AAA
§ Ticket Designator
Important Note:
§ If carrier requires the waiver code be entered in the Ticket Designator field, you will need to
add the waiver code to both the line entitlement and fare calculation lines in your linear pric-
ing entry.
· Failure to add required Waiver may result in a debit memo!!!
· If Voluntary, Do NOT modify the Endorsement box, Tour Code (IT) box or Ticket Designator unless you
have a waiver from the carrier.
§ If waiver is provided, follow the procedures for involuntary exchange above.
§ If an error received while entering the endorsement data indicating it’s too long, add the waiver to
the Tour Code (IT) box and document why waiver code location was changed on the OSI field
and in CARES.
The process to force a fare using the fare mask entry is as follows:
1. Verify booking class per carrier policy
· Exceptions require carrier approval
2. Display original ticket information.
· Entry: *P7 (MD (move down) if necessary to see the Ticket/Time Limit & ETR lines)
If unable to view the fare details via ETR, obtain fare from Sabre ticket database.
Entries:
· WTDB*2/PQ (2 = ETR line number)
· WTDB*T<tkt nmbr>/PQ
· WTDB*T<tkt nmbr>/PQH
Important Note: WTDB entries should be used for fare details only. Do NOT use this format to valid
ETR status as it may not be accurate.
3. Review and delete the PQ and PQR field (if previously exchanged via QREX)
Entries:
· *PQ
· PQD-ALL
· PQRD-ALL
4. Display original fare information.
Display this on a split screen, to allow data to be copied into the Fare Mask
Entries:
· WETR*(LINE NUMBER) for Retail PNR
· *PQH for Opaque/LCC or Retail Net PNR
· *PQRH for Retail/Retail Net PNRs previously exchanged via Automated exchange (QREX)
5. Attempt Agent Assist Pricing
Always attempt Agent Assist Pricing first.
· If successful (forced fare is equal to ticketed fare amount), continue to step # 11 exchange
quote in the manual exchange process.
· If not successful (error received indicating fare is no longer in the market or forced fare is not
equal to the ticketed fare amount), continue to step # 6 Initiate Manual PQ of this section and price
using Rate Desk Pricing.
WARNING: Use caution with Agent Assist Pricing, as the end result (fare) may not always be equal to the
original fare.
Retail:
Single segment; Single Fare Basis WPS1*QVE7NR‡PWEB
Code
Multiple Segments; Single Fare Basis WPS1/2*QVE7NR‡PWEB
Code:
Multiple Segments; Multiple Fare Basis WPS1/2*QVE7NR‡S3/4*QTPCL1‡PWEB
Codes:
Multiple Segments; Multiple Fare Basis
Codes; Include Ticket Designator: WPS1*QVE7NR//DP0-XXX‡S2*QTPCL1
//DP0-XXX
XXX represents the ticket designator
Retail Net/Opaque/LCC:
Single segment; Single Fare Basis Code; WPS1*QVE7NR‡PWEB‡PV
Private Fare:
Multiple Segments; Single Fare Basis Code; WPS1/2*QVE7NR‡PWEB‡PV
Private Fare
PWEB represents the passenger type code
Multiple Segments; Multiple Fare Basis WPS1/2*QVE7NR‡S3/4*QTPCL1‡PWEB‡PV
Codes; Private Fare
PWEB represents the passenger type code
Multiple Segments; Multiple Fare Basis WPS1*QVE7NR//DP0-XXX‡S2*QTPCL1
Codes; Include Ticket Designator; Private //DP0-XXX‡PV
Fare
XXX represents the ticket designator
Multiple Segments; Single Fare Basis Code; WPS1/2*QVE7NR‡PWEB‡AC*PCLNRTL‡PV
Private Fare With Account Code
PWEB represents the passenger type code
PCLNRTL represents the account code
Multiple Segments; Multiple Fare Basis WPS1*QVE7NR//DP0-XXX‡S2*QTPCL1//
Codes; Include Ticket Designator; Private DP0-XXX‡AC*PCLNRTL‡PV
Fare With Account Code
XXX represents the ticket designator
PCLNRTL represents the account code
Important Note: If account code was not used in the original pricing entry, you will remove AC*<account
code> from the entries shown above.
6. Initiate Manual PQ Pricing
Via Auto Price Method Via Mask Method Via Linear Entry Method
A. Auto Price Method
1. Initiate Manual PQ via Auto Price Method
· Entry: WP
Was a fare returned?
Yes; Store results
o Entry: PQA
o Continue to item # 2
No; Continue to Mask method
2. Review/Compare Original Fare vs New Auto Priced Fare (*PQ)
· Review following fields carefully; identify any areas of discrepancy between original fare and
new auto priced fare.
o Line Entitlement (W‡I‡L) includes fare basis codes, validity dates and baggage al-
lowance.
o Fare Calculation (W‡I‡C) includes the fare data and tax
o Fare Ladder (W‡I‡Y) includes base and tax breakdown
· Are the fare details (original/new fare) the same?
Yes; Receive, End/Retrieve the PNR (6<caller name>‡ER)
No: Continue to item # 3
3. Modify the Auto Priced Fare to Match Original Fare
· Modify the fields of the auto priced fare using linear formats
· As a reminder, you are only modifying the fields that do not match the original fare.
B. Mask Method
1. Organize / Launch Manual PQ Mask
· Select Full Screen option at top of reservation window
· Organize original ticket/fare details for masking reference; use Memo area
o Original stored fare from ETR (*T)
o Baggage allowance from original stored fare (*PQH)
· Initiate Manual PQ mask (W‡CTKT)
· Continue to step # 2
2. Populate Screen # 1
a. Base Fare
1. Currency Code & Base Fare amount
· Is the currency type the same for original and new base fare?
Yes; Continue to item # 2
No;
o Insert “EQV” currency type code and new base fare amount in the Base Fare Cur-
rency Code/Amount field.
o Do not populate the Int’l equivalent code or fare amount field
o Continue to item # b
2. Int’l Equivalent Currency Code & Base Fare amount (when applicable)
b. Tax Amount / Code
· Insert each tax amount and tax code separately
· Add extra tax fields when necessary
c. Commission PCT
· Add 0
d. Enter when complete
3. Populate Screen # 2
a. Add Fare Basis / Ticket Designator(s)
b. Add Not Valid Before / Not Valid After
c. Add Baggage Allowance
· NIL = no baggage allowance (0)
· 01P = 1 piece (02P = 2 pieces and so on)
d. Add Fare Calculation Line
· If ZP or XF taxes are included, include them in your FCALC line
· If no ZP or XF taxes are included, add all data to “END”
e. Enter when complete
4. Store Mask
a. Exit mask
· Press escape (ESC) 2 times to move cursor below mask
b. End and Retrieve (ER) to Store
5. Review Mask for Accuracy
a. Display the mask (*PQ) and review for accuracy
· Ensure pricing (base, tax and total) is equal to original ticket amount
· Ensure NVB & NVA dates are correct
· Ensure Fare Basis/Ticket Designator are correct
· Ensure Baggage Allowance is correct
C. Linear Entry Method
1. Initiate via Linear Entries
· Entry: W‡C
2. Enter Manual Pricing Fields
a. Enter Line Entitlement;
This field includes the fare basis codes, validity dates and baggage allowance.
Note: Baggage allowance details are located in the stored fare details of the PNR. (*PQ)
W‡I‡L<line #>/<line #>-<fare basis code>*<not valid before><not valid after>*BA<insert baggage
allowance>
NOTE: Not before/Not valid after date must be included in your line entitlement entry.
Append X after the line number to indicate connection.
· Example: Same FBC is used on all segments:
W‡I‡L1/2-QA7BQTN*10OCT1516OCT15*BA02P
· Example: Multiple FBC, single segments:
W‡I‡L1-S21E1BXN*15JUN1512JUL15‡L2-VE7NR*15JUN1520JUL15
*BA02P
· Multiple FBC, multiple segments:
W‡I‡L1/2-S21E1BXN*15JUN1512JUL15‡L3/4-VE7NR*
15JUN1520JUL15*BA02P
Important Note: If involuntary and waiver is required in Ticket Designator field, you will need to add
the waiver code to the line entitlement and fare calculation lines. Refer to the example below to add
waiver to the Ticket Designator field:
W‡I‡L<line #>/<line #>-<fare basis code>/<waiver code>*<not valid before> <not valid
after>*BA<insert baggage allowance>
b. Enter Fare Calculation Line;
This field includes the fare data and tax.
W‡I‡C<enter full Fare Calculation Line as shown in ETR>
NOTE: Tax codes shown in the fare calculation line will vary depending on the origin and
destination.
· Domestic Itinerary (from above ETR):
W‡I‡CMIA AA ATL64.19QA7BQTN AA MIA64.19QA7BQTN
USD128.38 END ZPMIAATL XT 5.00AY 9.00XFMIA4.5ATL4.5
· International Itinerary (sample)
W‡I‡CMKC DL X/ATL DL LON Q5.00 M546.50KHW7AP DL X/ATL
Q5.00 MKC M546.50KHW7AP NUC1110.93END ROE1.00
SITI XT 32.20US 5.50YC 7.00XY 5.00XA 28.40GB
12.00XFMCI3ATL4.5ATL4.5
If involuntary and the airline agent is requiring you to add the waiver to the Ticket Designator field,
refer to the example below
to add waiver to fare calculation line (in addition to your Line Entitlement entry):
W‡I‡CMIA AA ATL64.19QA7BQTN/<waiver code> AA MIA64.19 QA7BQTN/ <waiver
code>USD128.38 END ZPMIAATL XT 5.00AY 9.00XFMIA4.5ATL4.5
c. Enter Fare Ladder;
This field includes the Base and Tax breakdown
W‡I‡YUSD<base fare>/<US tax amount>US/<ZP tax amount>ZP/<XT tax
amount>XT
NOTE: Tax codes shown in the fare ladder will vary depending on the origin and destination. Up to
3 tax amounts are permitted. If more than 3 tax amounts exist, US must be shown separately; all
others can be combined into an “XT” tax code.
§ Domestic Itinerary (from above ETR):
W‡I‡YUSD128.38/9.63US/6.60ZP/14.00XT
· Base fare amount from FARE line USD128.38
· US followed by US tax amount /9.63US
· ZP followed by ZP tax amount /6.60ZP
· AY and XF taxes are combined to make XT /14.00XT
Please note that the Line Entitlement, Fare Calculation Line and Fare Ladder can be combined
together in one entry.
For additional information on Manual PQ Record (*PQ), see Format Finder-Manual PQ Record.
d. Receive and End/Retrieve the PNR to store the fare (6<caller name>‡ER)
e. Manual PQ Record Verification
· To display/view/verify the manual PQ record
Entry: *PQ
Sabre QREX Low Fare Search
QREX Low Fare Search is a tool available to agents which combines the Bargain Finder availability program with
the QREX exchange program. Search for availability using standard availability options, then price as is and
obtain alternate flight/fare options using QREX Low Fare Search
Step # 1- QREX Low Fare Search – Availability / Pricing Entry
The most common search entries that you will use are:
Basic Entry using Ticket Number:
Format: WFRS<insert ticket number>‡NI‡N<name number>
Example: WFRS0017922748394‡NI‡N1.1
Basic Entry using Ticket Record (ETR # from *T):
Format: WFRSTR<insert ETR line # from *T field>‡NI‡N<name number>
Example: WFRSTR2‡NI‡N1.1
There is also an option to use secondary qualifiers, click here for QREX Low Fare Search - Optional (Search)
Qualifiers
Step # 2- QREX Low Fare Search – Responses & Sell
· Responses:
Low Fare Search results include the following information:
If “current itinerary-lower avail class of service found” remark is returned, this indicates that a lower fare was
identified for the current itinerary. This is similar to the response that you receive when you use WPNC entry
and the flights need to be rebooked in a different class of service. If the customer selects this itinerary, you will
keep your current itinerary and simply change the segments to the booking class noted. Note that the format
used is trained in SABRE Basics:
All segments, same class: WCA<new class of service>
Example: WCAQ
Multiple booking classes: WC<segment #><new class of service>/<segment #><new class of service>
Example: WC1Q/2S
HINT: W = will you; C = change; (segment number); (new class)
After the booked itinerary you are provided alternate itineraries which are numbered in order of lowest to
highest fare option, providing up to 9 alternate exchange options.
· Sell:
If the customer chooses one of the alternate itinerary options, you will cancel the existing itinerary and sell
new itinerary from QREX Low Fare Search in a single entry:
Sell Entry: WC‡<insert itinerary option #>X
Example: WC‡1X
Now that the selected flights have been sold, you will proceed to Step # 5 in the QREX exchange process and
complete the exchange via QREX.
Back to top
QREX Low Fare Search – Optional Qualifiers
Priceline has developed a list of our secondary search entries based on commonly used availability and pricing
entries. Additional secondary search options can also be included, and can be found under QREX Low Fare
Search in Format Finder.
The most common qualifiers you may include in your entry are listed below.
Pricing qualifiers (name select, shopping identifier, account code, etc.) can be included anywhere within the QREX
Low Fare Search entry and are separated by a cross of Lorraine (‡).
Shopping or availability qualifiers (airline, airport, direct, etc.) must appear immediately after the NI (new itinerary)
identifier and are not preceded with a cross of Lorraine (‡).
Most common Pricing Qualifiers (separated by a ‡):
Qualifer Description Qualifer Sample Formats
Name Select N2.1 WFRSTR2‡NI‡N2.1
WFRS1234567890123‡NI‡N2.1
Shop by Flight Segment SF1/2 WFRSTR2‡NI‡SF2/3
WFRS0061234567890‡NI‡SF1/2
Exchange all Open Example: SF1/2= Price all and search for alter-
coupons and search nates on segments 1 & 2 only.
alternates on these NOTE: If connecting flights, you must include all
segments only, while segments in the connection.
keeping all remaining
segments as is.
Account Code AC* WFRSTR2‡NI‡AC*PCLNRTL
WFRS0061234567897‡NI‡AC*PCNRTL
Private Fares PV WFRSTR2‡NI‡PV
WFRS0061234567897‡NI‡PV
Most common Shopping Qualifiers (always immediately after NI)
Qualifer Description Qualifer Sample Formats
Preferred Airline /A WFRSTR2‡NI/AUADL
(Up to 3 carriers) WFRS0061234567897‡NI/AUADL
Example: UA and DL
Non-Stop or Direct /D WFRSTR2‡NI/D
Flights Only WFRS0061234567897‡NI/D
Use only Airports in N WFRSTR2‡NIN
Itinerary WFRS0061234567897‡NIN
Same Connection Cities X WFRSTR2‡NIX
WFRS0061234567897‡NIX
Search Plus additional /P WFRSTR2‡NI/P2
alternate days from WFRS0061234567897‡NI/P2
(after) departure date. Example: P2= +2 Days from Dept. Date
Search Minus additional /M WFRSTR2‡NI/M2
alternate days from WFRS0061234567897‡NI/M2
(before) departure date. Example: P2= -2 Days from Dept. Date
Return to SABRE QREX Low Fare Search Step # 2 to Sell the Flights
Helpful Hints:
a. For optimum results, you must switch to full screen <Ctrl F> before launching QREX.
b. If QREX Low Fare Search returns an error response, it is not necessary to document the
error. You should, however, still attempt to launch QREX for your actual exchange.
c. When using the “shop by flight segment” format, the unselected flight will not change but the
class of service may change in order to secure the best reissue prices. The unselected
flights are included in the shopping response and will be re-sold when selecting an option.
d. Refrain from utilizing a segment select (S1/2) entry, as agents should always exchange
complete tickets (entry not shown in this manual, but offered in SABRE Help).
e. If your results return a negative dollar amount indicating a refund is due to the customer, you
may offer the customer an option to go directly to the carrier for exchange and potential
voucher for the reduction in fare. Refer to scripted guidelines for carriers that permit us to
refer customers to them for exchange servicing.
SABRE FP Lines:
Select appropriate exchange type
Even
Add Collect
Residual
Helpful Reminders:
§ For Opaque, LCC and Retail Net, the original form of payment field (EF) will always be CHECK.
o Reminder: DO NOT add the customer’s credit card to the form of payment field in the
FP line.
§ For Retail, the original form of payment field (EF) will always be the original credit card number
used to purchase the ticket for Retail.
o This can be found in CARES using the Credit Card Full View activity and pasted into
your FP line.
§ DO NOT use FP Line formats not listed in this manual.
§ If commission (K) appeared on original ticket, the same amount MUST be appear on the new
ticket.
o Original commission amount is visible in accounting line “CMM” (5.A* CMM 0/5.45 In
this example, commission is 5.45)
§ For conjunctive ticket exchange, only include first ticket number, add the coupon numbers for
the 1st ticket, then comma (,) then add coupon numbers for the 2nd ticket in the flight coupon
field. Example /1234,12/
FPPQ1N1.1‡ET0011370523763/1234,12/15MAY06NYC‡FA/
CCCVI4444333322221111/0708*Z111111/29.76/2.24*EFCCVI4444333322221111‡CP100.00‡UKAT-
RINA‡EDVALID AA ONLY‡K5.45‡AAA
Things to know about Auto-priced or Forced Fare exchange and a Masked Fare exchange
a. FP line will start with FPPQ
b. In both cases, the Price Quote (PQ) number will be displayed next and is usually “1”.
§ The Tour Code field varies based on whether you are processing a Priceline Merchant of Record
(PMOR) or Airline Merchant of Record (AMOR) exchange.
o If Priceline merchant of record (PMOR) Opaque, LCC, Retail Net, tour code starts
with UB*
NOTE: The UB* indicates “Bulk Ticketing” and will suppress the fare on the ticket.
o If Airline merchant of record (AMOR) Retail, tour code starts with U
§ Per QA guidelines, since the validating carrier code is required in the pricing entry, it is not
required in the FP line for auto-priced exchanges (does not apply to QREX, Forced Fare or
Fare Mask)
Sabre Even Exchange FP Line
Priceline Merchant of Record
FP(PQ and line #)N(name item #)‡ET(original ticket #)/(coupons, if conjunctive add 1st tkt,
2nd tkt coupon #s)/(original issue date and city)‡FEF(original FOP)‡UB*(Tour
Code)‡ED(endorsement if applicable)‡K(original commission amount)‡A(two letter
validating carrier code)
Example: Original Tour Code “PLINE”
Sample Exchange FP Line:
FPPQ1N1.1‡ET0011370523763/12/15MAY06NYC‡FEFCHECK‡UB*PLINE‡EDVALID AA
ONLY‡K5.45‡AAA
Airline Merchant of Record
FP(PQ and line #)N(name item #)‡ET(original ticket #)/(coupons)/(original issue date and
city)‡FEFCC(original FOP)‡U(Tour Code)‡ED(endorsement if applicable)‡K(original
commission amount)‡A(two letter validating carrier code)
Example: Waiver code “KATRINA”
Sample Exchange FP Line:
FPPQ1N1.1‡ET0011370523763/12/15MAY06NYC‡FEFCCVI4444333322221111‡UKATRINA‡ED
VALID AA ONLY‡K5.45‡AAA
Return to Step # 18 - Review Completed PNR
Sabre Add Collect Exchange FP Line
Priceline Merchant of Record
Example: Original Tour Code “PLINE”
FP(PQ and line #)N(name item #)‡ET(original ticket #)/(coupons, if conjunctive add 1st tkt,
2nd tkt coupon #s)/(original issue date and city)‡FA/C(New Ticket FOP)/(add collect
base)/(add collect tax)*EF(original form of payment)‡UB*(tour code)‡CP(carrier
penalty)‡ED(endorsement if applicable)‡K(original commission amount)‡A(two letter
validating carrier code)
Sample Exchange FP Line:
FPPQ1N1.1‡ET0011370523763/12/15MAY06NYC‡FA/CCHECK/
29.76/2.24*EFCHECK‡UB*PLINE‡CP0.00‡EDVALID AA ONLY‡K5.45‡AAA
Airline Merchant of Record:
Example: Waiver code “KATRINA”
FP(PQ and line #)N(name item #)‡ET(original ticket #)/(coupons, if conjunctive add 1st tkt,
2nd tkt coupon #s)/(original issue date and city)‡FA/C(New Ticket FOP)/(exp. date)*Z(credit
card auth code)/(add collect base)/(add collect tax)*EF(original form of payment)‡CP(carrier
penalty)‡U(Tour Code if applicable)‡ED(endorsement if applicable)‡K(original commission
amount)‡A(two letter validating carrier code)
Sample Exchange FP Line:
FPPQ1N1.1‡ET0011370523763/12/15MAY06NYC‡FA/
CCCVI4444333322221111/0708*Z111111/29.76/2.24*EFCCVI4444333322221111‡CP100.00‡UKA
TRINA‡EDVALID AA ONLY‡K5.45‡AAA
Return to Step # 18 - Review Completed PNR
Sabre Residual Exchange
Select the Appropriate Scenario:
Sabre Residual Lost Exchange FP Line
Sabre Residual Applied Exchange FP Line
Sabre Residual Lost Exchange FP Line:
In each of the sample exchange formats below, the residual lost is $20.00; the airline-imposed penalty
is $150.00.
Priceline Merchant of Record
Example: Original Tour Code “PLINE”
FP(PQ and line #)N(name item #)‡ET(original ticket #)/(coupons, if conjunctive add 1st tkt,
2nd tkt coupon #s)/(original issue date and city)‡FA/C(New Ticket FOP/(add collect base)/(add
collect tax)*EF(original form of payment)‡UB*(tour code)‡CP(carrier penalty plus residual
amount)‡ED(endorsement if applicable)‡K(original commission amount)‡ A(two letter
validating carrier code)
Sample Exchange FP Line:
FPPQ1N1.1‡ET0011370523794/12/22MAY06NYC‡FA/CCHECK/
0.00/0.00*EFCHECK‡UB*PLINE‡CP170.00‡EDVALID AA ONLY‡K5.45‡AAA
Airline Merchant of Record:
Example: Waiver code “KATRINA”
FP(PQ and line #)N(name item #)‡ET(original ticket #)/(coupons, if conjunctive add 1st tkt,
2nd tkt coupon #s)/(original issue date and city)‡FA/C(New Ticket FOP)/(exp. date)*Z(credit
card auth code)/(add collect base)/(add collect tax)*EF(original form of payment)‡CP(carrier
penalty plus residual amount)‡U(Tour Code if applicable)‡ED(endorsement
if applicable)‡K(original commission amount)‡A(two letter validating carrier code)
Sample Exchange FP Line:
FPPQ1N1.1‡ET0011370523763/12/15MAY06NYC‡FA/
CCCVI4444333322221111/0708*Z111111/0.00/0.00*EFCCVI4444333322221111‡CP170.00‡UKAT
RINA‡EDVALID AA ONLY‡K5.45‡AAA
Return to Step # 18 - Review Completed PNR
Sabre Residual Applied Exchange FP Line:
Select the Appropriate Scenario:
Residual Applied to Full Penalty; Add’l Residual Lost:
Residual Applied to Full Penalty; No Add’l Residual Value:
Residual Applied to Partial Penalty; Add’l collection:
Residual Applied to Full Penalty; Add’l Residual Lost:
In this example, there is a residual value of $100.00, a penalty of $75.00 and additional residual
lost value of 25.00.
CP field is equal to the total residual value amount. (75.00 of residual value applied toward 75.00
penalty and 25.00 residual lost) therefore creating an even exchange.
Airline Merchant of Record:
Example: Waiver code “KATRINA”
FP(PQ and line #)N(name item #)‡ET(original ticket #)/(coupons, if conjunctive add
1st tkt, 2nd tkt coupon #s)/(original issue date and city)‡FA/C(New Ticket FOP)/(exp.
date)*Z(credit card auth code)/(add collect base)/(add collect tax)*EF(original form of
payment)‡CP(total residual amount)‡U(Tour Code if applicable)‡ED(endorsement
if applicable)‡K(original commission amount)‡A (two letter validating carrier code)
Sample Exchange FP Line:
FPPQ1N1.1‡ET3321370523763/12/15MAY09NYC‡FA/
CCCVI4444333322221111/0709*Z111111/0.00/0.00*EFCCVI4444333322221111‡CP100.00
‡UKATRINA‡EDVALID FL ONLY‡K5.45‡AFL
Return to Step # 18 - Review Completed PNR
Residual Applied to Full Penalty; No Add’l Residual Value:
In this example, there is a residual value of $75.00, a penalty of $75.00 and additional residual lost
value of 0.00.
CP field is equal to the total residual value amount. (75.00 of residual value applied toward 75.00
penalty) therefore creating an even exchange
Airline Merchant of Record:
Example: Waiver code “KATRINA”
FP(PQ and line #)N(name item #)‡ET(original ticket #)/(coupons, if conjunctive add
1st tkt, 2nd tkt coupon #s)/(original issue date and city)‡FA/C(New Ticket FOP)/(exp.
date)*Z(credit card auth code)/(add collect base)/(add collect tax)*EF(original form of
payment)‡CP (total residual amount)‡U(Tour Code if applicable)‡ED(endorsement
if applicable)‡K(original commission amount)‡A(two letter validating carrier code)
Sample Exchange FP Line:
FPPQ1N1.1‡ET3321370523763/12/15MAY09NYC‡FA/
CCCVI4444333322221111/0708*Z111111/0.00/0.00*EFCCVI4444333322221111‡CP75.00‡
UKATRINA‡EDVALID FL ONLY‡K5.45‡AFL
Return to Step # 18 - Review Completed PNR
Residual Applied to Partial Penalty; Add’l collection:
In this example, there is a residual value of $50.00, a penalty of $75.00 and additional collect
amount of 25.00.
CP field is equal to the total penalty amount (50.00 of residual value applied toward 75.00 penalty),
therefore creating an add collect of 25.00.
Airline Merchant of Record:
Example: Waiver code “KATRINA”
FP(PQ and line #)N(name item #)‡ET(original ticket #)/(coupons, if conjunctive add
1st tkt, 2nd tkt coupon #s)/(original issue date and city)‡FA/C(New Ticket FOP)/(exp.
date)*Z(credit card auth code)/(add collect base)/(add collect tax)*EF(original form of
payment)‡CP (total penalty amount)‡U(Tour Code if applicable)‡ED(endorsement
if applicable)‡K(original commission amount)‡A(two letter validating carrier code)
Sample Exchange FP Line:
FPPQ1N1.1‡ET3321370523763/12/15MAY09NYC‡FA/
CCCVI4444333322221111/0708*Z111111/0.00/0.00*EFCCVI4444333322221111‡CP75.00‡
UKATRINA‡EDVALID FL ONLY‡K5.45‡AFL
Return to Step # 18 - Review Completed PNR
SABRE Manual PQ/Agent Assist Pricing
When exchanging a ticket, fares can be “masked” for one of two reasons –
A. Involuntary Exchanges; Pre-flight or Mid-flight
§ In the event of a schedule change
§ Weather/Natural Disaster – carrier allows re-use of original fare
B. Voluntary Exchanges; Mid-flight ONLY
§ When round-trip fares are used, all product types
In SABRE, the following methods are used to force price an itinerary.
· Via Agent Assist Pricing
· Via Manual PQ
§ There are 3 paths to create a manual PQ.
o Via Auto Price (Two entries: WP & RQA)
o Via Mask (W‡CTKT)
o Via Linear Entries (W‡C)
General Guidelines – all products
A waiver code is required 100% of the time when exchanging a ticket due to schedule change, or when an airline
penalty and/or airfare differential is being waived.
Important Notes:
· When masking mid-flight airfares, priceline policy to mask the fare of the new ticket to include the full
ticket amount – including the flown segment
· Agent Assist Pricing (forced fare) is a faster option and should be attempted before masking fares.
· Remove all previously stored fares in the Price Quote (PQ) field using the PQ delete entry (PQD-ALL)
· If commission (K) appeared on original ticket, the same amount MUST be appear on the new ticket.
§ Original commission amount is visible in accounting line “CMM” (..A* CMM 0/5.45 In this example,
commission is 5.45)
· Determine type of exchange
· Determine who is the merchant of record (PCLN or the airline)
· If Involuntary, add your waiver code to the appropriate field per CARRIER’S INSTRUCTIONS. Waiver
code can be added in the Endorsement box, Tour Code (IT) box or Ticket Designator field.
§ Endorsement box
Important Notes:
§ If the waiver needs to be in the endorsement box, you MUST put waiver code first then add the
original endorsement (in full) in the endorsement field (ED) of the FP line
o Failure to add required Waiver and Original Endorsement may result in a debit
memo!!!
Example: Original endorsement “NOCHG NONREF” and waiver code “SKDCHG”
FPPQ1N1.1‡ET0011370523763/12/15MAY06NYC‡FEFCCVI4444333322221111‡UKATRINA‡ED
SKDCHG NOCHG NONREF‡K5.45‡AAA
§ Tour Code
Important Notes:
§ If the waiver needs to be added to the Tour Code Box, review the original ticket (*T); deter-
mine if tour code is already present
· If No existing tour code, add waiver code into tour code field in the FP line
· If Existing tour code present, you MUST place the waiver code after the original
Tour Code by adding a space in between the two
o The tour code field can only store 14 characters
· If original tour code and waiver exceed 14 characters including
space, leave original tour code in place and add the waiver to the en-
dorsement box. Document why waiver code location was changed on
the OSI field and in CARES
· Failure to add required Waiver and Original Tour Code may result in a debit
memo!!!
Airline Merchant of Record (U)
Example: Waiver Code “KATRINA”
FPPQ1N1.1‡ET0011370523763/12/15MAY06NYC‡FEFCCVI4444333322221111‡UKAT-
RINA‡EDNOCHG NONREF‡K5.45‡AAA
Priceline Merchant of Record (UB*)
Example # 1: No Existing Tour code and Waiver Code “KATRINA”
FPPQ1N1.1‡ET0011370523763/12/15MAY06NYC‡FEFCHECK‡UB*KATRINA‡EDNOCHG
NONREF‡K5.45‡AAA
Example # 2: Existing Tour code “PLINE” and Waiver Code “KATRINA”
FPPQ1N1.1‡ET0011370523763/12/15MAY06NYC‡FEFCHECK‡UB*PLINE KATRINA‡EDNOCHG
NONREF‡K5.45‡AAA
§ Ticket Designator
Important Note:
§ If carrier requires the waiver code be entered in the Ticket Designator field, you will need to
add the waiver code to both the line entitlement and fare calculation lines in your linear pric-
ing entry.
· Failure to add required Waiver may result in a debit memo!!!
· If Voluntary, Do NOT modify the Endorsement box, Tour Code (IT) box or Ticket Designator unless you
have a waiver from the carrier.
§ If waiver is provided, follow the procedures for involuntary exchange above.
§ If an error received while entering the endorsement data indicating it’s too long, add the waiver to
the Tour Code (IT) box and document why waiver code location was changed on the OSI field
and in CARES.
The process to force a fare using the fare mask entry is as follows:
1. Verify booking class per carrier policy
· Exceptions require carrier approval
2. Display original ticket information.
· Entry: *P7 (MD (move down) if necessary to see the Ticket/Time Limit & ETR lines)
If unable to view the fare details via ETR, obtain fare from Sabre ticket database.
Entries:
· WTDB*2/PQ (2 = ETR line number)
· WTDB*T<tkt nmbr>/PQ
· WTDB*T<tkt nmbr>/PQH
Important Note: WTDB entries should be used for fare details only. Do NOT use this format to valid
ETR status as it may not be accurate.
3. Review and delete the PQ and PQR field (if previously exchanged via QREX)
Entries:
· *PQ
· PQD-ALL
· PQRD-ALL
4. Display original fare information.
Display this on a split screen, to allow data to be copied into the Fare Mask
Entries:
· WETR*(LINE NUMBER) for Retail PNR
· *PQH for Opaque/LCC or Retail Net PNR
· *PQRH for Retail/Retail Net PNRs previously exchanged via Automated exchange (QREX)
5. Attempt Agent Assist Pricing
Always attempt Agent Assist Pricing first.
· If successful (forced fare is equal to ticketed fare amount), continue to step # 11 exchange
quote in the manual exchange process.
· If not successful (error received indicating fare is no longer in the market or forced fare is not
equal to the ticketed fare amount), continue to step # 6 Initiate Manual PQ of this section and price
using Rate Desk Pricing.
WARNING: Use caution with Agent Assist Pricing, as the end result (fare) may not always be equal to the
original fare.
Retail:
Single segment; Single Fare Basis WPS1*QVE7NR‡PWEB
Code
Multiple Segments; Single Fare Basis WPS1/2*QVE7NR‡PWEB
Code:
Multiple Segments; Multiple Fare Basis WPS1/2*QVE7NR‡S3/4*QTPCL1‡PWEB
Codes:
Multiple Segments; Multiple Fare Basis
Codes; Include Ticket Designator: WPS1*QVE7NR//DP0-XXX‡S2*QTPCL1
//DP0-XXX
XXX represents the ticket designator
Retail Net/Opaque/LCC:
Single segment; Single Fare Basis Code; WPS1*QVE7NR‡PWEB‡PV
Private Fare:
Multiple Segments; Single Fare Basis Code; WPS1/2*QVE7NR‡PWEB‡PV
Private Fare
PWEB represents the passenger type code
Multiple Segments; Multiple Fare Basis WPS1/2*QVE7NR‡S3/4*QTPCL1‡PWEB‡PV
Codes; Private Fare
PWEB represents the passenger type code
Multiple Segments; Multiple Fare Basis WPS1*QVE7NR//DP0-XXX‡S2*QTPCL1
Codes; Include Ticket Designator; Private //DP0-XXX‡PV
Fare
XXX represents the ticket designator
Multiple Segments; Single Fare Basis Code; WPS1/2*QVE7NR‡PWEB‡AC*PCLNRTL‡PV
Private Fare With Account Code
PWEB represents the passenger type code
PCLNRTL represents the account code
Multiple Segments; Multiple Fare Basis WPS1*QVE7NR//DP0-XXX‡S2*QTPCL1//
Codes; Include Ticket Designator; Private DP0-XXX‡AC*PCLNRTL‡PV
Fare With Account Code
XXX represents the ticket designator
PCLNRTL represents the account code
Important Note: If account code was not used in the original pricing entry, you will remove AC*<account
code> from the entries shown above.
6. Initiate Manual PQ Pricing
Via Auto Price Method Via Mask Method Via Linear Entry Method
A. Auto Price Method
1. Initiate Manual PQ via Auto Price Method
· Entry: WP
Was a fare returned?
Yes; Store results
o Entry: PQA
o Continue to item # 2
No; Continue to Mask method
2. Review/Compare Original Fare vs New Auto Priced Fare (*PQ)
· Review following fields carefully; identify any areas of discrepancy between original fare and
new auto priced fare.
o Line Entitlement (W‡I‡L) includes fare basis codes, validity dates and baggage al-
lowance.
o Fare Calculation (W‡I‡C) includes the fare data and tax
o Fare Ladder (W‡I‡Y) includes base and tax breakdown
· Are the fare details (original/new fare) the same?
Yes; Receive, End/Retrieve the PNR (6<caller name>‡ER)
No: Continue to item # 3
3. Modify the Auto Priced Fare to Match Original Fare
· Modify the fields of the auto priced fare using linear formats
· As a reminder, you are only modifying the fields that do not match the original fare.
B. Mask Method
1. Organize / Launch Manual PQ Mask
· Select Full Screen option at top of reservation window
· Organize original ticket/fare details for masking reference; use Memo area
o Original stored fare from ETR (*T)
o Baggage allowance from original stored fare (*PQH)
· Initiate Manual PQ mask (W‡CTKT)
· Continue to step # 2
2. Populate Screen # 1
a. Base Fare
1. Currency Code & Base Fare amount
· Is the currency type the same for original and new base fare?
Yes; Continue to item # 2
No;
o Insert “EQV” currency type code and new base fare amount in the Base Fare Cur-
rency Code/Amount field.
o Do not populate the Int’l equivalent code or fare amount field
o Continue to item # b
2. Int’l Equivalent Currency Code & Base Fare amount (when applicable)
b. Tax Amount / Code
· Insert each tax amount and tax code separately
· Add extra tax fields when necessary
c. Commission PCT
· Add 0
d. Enter when complete
3. Populate Screen # 2
a. Add Fare Basis / Ticket Designator(s)
b. Add Not Valid Before / Not Valid After
c. Add Baggage Allowance
· NIL = no baggage allowance (0)
· 01P = 1 piece (02P = 2 pieces and so on)
d. Add Fare Calculation Line
· If ZP or XF taxes are included, include them in your FCALC line
· If no ZP or XF taxes are included, add all data to “END”
e. Enter when complete
4. Store Mask
a. Exit mask
· Press escape (ESC) 2 times to move cursor below mask
b. End and Retrieve (ER) to Store
5. Review Mask for Accuracy
a. Display the mask (*PQ) and review for accuracy
· Ensure pricing (base, tax and total) is equal to original ticket amount
· Ensure NVB & NVA dates are correct
· Ensure Fare Basis/Ticket Designator are correct
· Ensure Baggage Allowance is correct
C. Linear Entry Method
1. Initiate via Linear Entries
· Entry: W‡C
2. Enter Manual Pricing Fields
a. Enter Line Entitlement;
This field includes the fare basis codes, validity dates and baggage allowance.
Note: Baggage allowance details are located in the stored fare details of the PNR. (*PQ)
W‡I‡L<line #>/<line #>-<fare basis code>*<not valid before><not valid after>*BA<insert baggage
allowance>
NOTE: Not before/Not valid after date must be included in your line entitlement entry.
Append X after the line number to indicate connection.
· Example: Same FBC is used on all segments:
W‡I‡L1/2-QA7BQTN*10OCT1516OCT15*BA02P
· Example: Multiple FBC, single segments:
W‡I‡L1-S21E1BXN*15JUN1512JUL15‡L2-VE7NR*15JUN1520JUL15
*BA02P
· Multiple FBC, multiple segments:
W‡I‡L1/2-S21E1BXN*15JUN1512JUL15‡L3/4-VE7NR*
15JUN1520JUL15*BA02P
Important Note: If involuntary and waiver is required in Ticket Designator field, you will need to add
the waiver code to the line entitlement and fare calculation lines. Refer to the example below to add
waiver to the Ticket Designator field:
W‡I‡L<line #>/<line #>-<fare basis code>/<waiver code>*<not valid before> <not valid
after>*BA<insert baggage allowance>
b. Enter Fare Calculation Line;
This field includes the fare data and tax.
W‡I‡C<enter full Fare Calculation Line as shown in ETR>
NOTE: Tax codes shown in the fare calculation line will vary depending on the origin and
destination.
· Domestic Itinerary (from above ETR):
W‡I‡CMIA AA ATL64.19QA7BQTN AA MIA64.19QA7BQTN
USD128.38 END ZPMIAATL XT 5.00AY 9.00XFMIA4.5ATL4.5
· International Itinerary (sample)
W‡I‡CMKC DL X/ATL DL LON Q5.00 M546.50KHW7AP DL X/ATL
Q5.00 MKC M546.50KHW7AP NUC1110.93END ROE1.00
SITI XT 32.20US 5.50YC 7.00XY 5.00XA 28.40GB
12.00XFMCI3ATL4.5ATL4.5
If involuntary and the airline agent is requiring you to add the waiver to the Ticket Designator field,
refer to the example below
to add waiver to fare calculation line (in addition to your Line Entitlement entry):
W‡I‡CMIA AA ATL64.19QA7BQTN/<waiver code> AA MIA64.19 QA7BQTN/ <waiver
code>USD128.38 END ZPMIAATL XT 5.00AY 9.00XFMIA4.5ATL4.5
c. Enter Fare Ladder;
This field includes the Base and Tax breakdown
W‡I‡YUSD<base fare>/<US tax amount>US/<ZP tax amount>ZP/<XT tax
amount>XT
NOTE: Tax codes shown in the fare ladder will vary depending on the origin and destination. Up to
3 tax amounts are permitted. If more than 3 tax amounts exist, US must be shown separately; all
others can be combined into an “XT” tax code.
§ Domestic Itinerary (from above ETR):
W‡I‡YUSD128.38/9.63US/6.60ZP/14.00XT
· Base fare amount from FARE line USD128.38
· US followed by US tax amount /9.63US
· ZP followed by ZP tax amount /6.60ZP
· AY and XF taxes are combined to make XT /14.00XT
Please note that the Line Entitlement, Fare Calculation Line and Fare Ladder can be combined
together in one entry.
For additional information on Manual PQ Record (*PQ), see Format Finder-Manual PQ Record.
d. Receive and End/Retrieve the PNR to store the fare (6<caller name>‡ER)
e. Manual PQ Record Verification
· To display/view/verify the manual PQ record
Entry: *PQ
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