Lab Lesson Plan PNR & Air Avalability.docx

Lesson Plan: Graphic Lab for PNR & Availability +-----------------------------------+-----------------------------------+ | **Objectives** | - Work in Amadeus Graphic view | | | 100% | |...

Lesson Plan: Graphic Lab for PNR & Availability +-----------------------------------+-----------------------------------+ | **Objectives** | - Work in Amadeus Graphic view | | | 100% | | | | | | - Access Air Availability in | | | Graphic and request specifics | | | | | | - Be consultive when viewing | | | Graphic Air Availability | | | | | | - Complete a PNR only in | | | Graphic view | +===================================+===================================+ | **Audience** | All Agents | +-----------------------------------+-----------------------------------+ | **Duration** | Total scheduled training time -- | | | 2.5 Hours | | | | | | - 2 hours for Trainer and | | | Agents to walkthrough Air | | | Availability, search for | | | flights and airfares, and | | | complete 2 PNR's. | | | | | | - 30 minutes for agent to | | | complete a Graphic PNR(s) | | | independently. | +-----------------------------------+-----------------------------------+ | **Handouts** | One handout given to the learners | | | prior to lab. The handout | | | includes. | | | | | | Reference material and | | | information during the lab. | | | | | | Instructions to complete PNR(s) | | | during independent learning time. | +-----------------------------------+-----------------------------------+ | **Pre-Lab Work** | Trainer: Email handout prior to | | | lab | | | | | | Learner: None | +-----------------------------------+-----------------------------------+ | **Equipment** | Live (Skilling) Amadeus OID | | | INDG22109 | | | | | | Learner must use both monitors to | | | follow along to complete 2 PNR's | +-----------------------------------+-----------------------------------+ +-----------------------------------+-----------------------------------+ | **Lesson** | **Activity** | +===================================+===================================+ | **Introduction** | Welcome our learners using the | | | PPT to introduce: | | | | | | - Cover the objectives. Note | | | the Disclaimer, all | | | activities will be completed | | | in Graphic except for | | | transfer of profile. PPT | | | Slide 1 and 2. | | | | | | - Lab Experience -- Explain to | | | the learner what they will | | | being during the lab. 2 PNR's | | | created together, learners | | | follow along with trainer. 1 | | | PNR, with the option to | | | create more, created in | | | Graphic on their own. PPT | | | Slide 3. | +-----------------------------------+-----------------------------------+ | **Lab Handout** | Introduce the Lab Handout. The | | | use of the Hand Out is to | | **HL** = High Light | reference during the lab. | | | | | | HL the following areas: | | | | | | - Cover what the learner will | | | need -- **HL** use of both | | | Monitors are required. | | | | | | - Which profile to use? Give | | | agent time, prior to start, | | | to locate a personal profile | | | or use PDRT/3FE7WY. This my | | | test travel profile. | | | | | | - Able to reference the FOP at | | | any time. | | | | | | - Lab exercise travel dates -- | | | Explain when this would need | | | to be referenced. Which is | | | during the Availability | | | request exercise. PPT | | | Slide 4. | | | | | | - "Your Turn" exercise -- | | | Independent learning time. | | | After the lab experience the | | | learner will have to complete | | | one PNR on their own. If time | | | permits, the agent can | | | complete 2 other PNR's, but | | | not required. | | | | | | - When making any reservations, | | | do NOT book F9 / NK / WN. | | | Agent able to confirm UA / AA | | | / DL / AS. | | | | | | - All PNR's booked will be | | | emailed to the agent and the | | | trainer. This will allow | | | everyone to have the PNR's. | | | | | | - **HL** All PNR's must be | | | cancelled prior to leaving | | | lab. | +-----------------------------------+-----------------------------------+ | **Retrieve/Transfer Profile** | Prior to retrieving the profile, | | | agents need to sign into live | | | Amadeus, OID 22109. If agents | | | have been signed in prior to | | | joining the session, then have | | | them open a new Command page (a | | | refresh of the page). | +-----------------------------------+-----------------------------------+ +-----------------------------------+-----------------------------------+ | **Lesson** | **Activity** | +===================================+===================================+ | **Retrieve/Transfer** | Complete the following: | | | | | **Profile (Cont.)** | - **PBY** | | | | | | - Trainer -- Locate and | | | transfer your profile | | | | | | - Agent -- Locate and transfer | | | personal profile | | | | | | | | | | | | - Enter RTF to verify no credit | | | card is present. Remove if | | | present. | +-----------------------------------+-----------------------------------+ | **Graphic PNR** | Move to Amadeus Graphic view. | | | This is the introduction of | | **(1^st^ Together Activity)** | viewing a booking file in | | | Graphic. Prior to starting the | | **HL** = High Light | walkthrough, collapse each | | | element section. This will | | **BF** = Booking File | decrease the amount of scrolling | | | within the **BF**. **HL** each BF | | | element: | | | | | | **Booking File Information** | | | | | | - Received from field has been | | | prepopulated with the Amadeus | | | user name. Do not change. | | | | | | - Advise, the RF entry is no | | | longer needed in Graphic. | | | | | | - The Booking File info will | | | change once vendor's have | | | been added to the PNR. | | | | | | **SSR Fields** | | | | | |  | | | | | | - HL the ease to Modify / | | | Delete an element | | | | | | - HL the ease to add a FQN once | | | flights added. | +-----------------------------------+-----------------------------------+ | **Lesson** | **Activity** | +-----------------------------------+-----------------------------------+ | **Graphic PNR** | **Passenger / Contact Details:** | | | | | **(Cont**.) | - **HL** Name and Phone contact | | | area | | HL = High Light | | | | - **HL** ease to add a | | | passenger | | | | | | - **HL** ease to modify / | | | delete items | | | | | | **Remark Field:** | | | | | | - **HL** the Category filters | | | | | | - To display the RTY, use | | | the \* symbol | | | | | | - To display the RTRC, use the | | | letter C | | | | | | - To display if a member of | | | GSP, enter GSP in the Remark | | | search. | | | | | | **Fare Element:** | | | | | | - **HL** this is the RTF in | | | command | | | | | | - Note, the element will begin | | | to have more items once | | | flights added | | | | | | **What Do You Want To Do Next?:** | | | | | | HL the items in the menu. | | | Remember to move to the bottom of | | | the Booking File if needing to | | | complete a function. | | | | | | **Quality Monitor:** | | | | | | Acts the same as in Command. | | | Except once you select an item to | | | enter into the PNR, Amadeus will | | | change to Command. Have the agent | | | return to Graphic. | | | | | | **HL** the click and point to ER | | | or IR the PNR. | +-----------------------------------+-----------------------------------+ | **FOP Element:** | Complete with everyone to add the | | | AX FOP to the PNR. | | **HL = High Light** | | | | - Select " Add a Form of | | | Payment" | | | | | | - Warning message is simply a | | | warning. Will not interfere | | | with adding CC. | +-----------------------------------+-----------------------------------+ | **Lesson** | **Activity** | +-----------------------------------+-----------------------------------+ | **FOP Element (Cont.):** |  | | | | | **HL** -- High Light | - Learner can follow along to | | | enter the CC info. | | | | | | | | | | | | - HL the FOP Summary section. | | | Cannot modify the FOP. Would | | | have to Delete and then | | | re-enter. | | | | | | - "Close" will close out the | | | add FOP window. | | | | | | After adding the CC the FOP | | | Element will be added to the PNR. | | | | | |  | | | | | | - HL the "Delete", cannot | | | modify only delete and then | | | add. | | | | | | \*Note: Normally the FOP is in | | | the profile. Advise learner will | | | not to always add FOP in Graphic. | +-----------------------------------+-----------------------------------+ | **Graphic Availability:** | During the Availability portion, | | | the class will create 2 PNRs. | | **(2^nd^ Together Activity)** | | | | - 1^st^ PNR -- Flights / TL TAU | | **HL** = High Light | line / Email to themselves & | | | Trainer. | | | | | | - 2^nd^ PNR -- Flights / Seats | | | / Fare Savings / TK TAU line | | | / Add Udid / DOC PNR / Email | | | to themselves & Trainer. | | | | | | **1^st^ PNR** Retrieve | | | Availability for DEN to PHX. | | | | | | Trainer -- Travel dates 11OCT -- | | | 15 OCT. | | | | | | Learner -- Travel dates, refer to | | | Lab Handout and/or PPT slide 4 | +-----------------------------------+-----------------------------------+ | **Graphic Availability (Cont.):** | - No Specific times or airlines | | | will be requested. Want a | | **HL** = High Light | full airline availability. | | | | | | - Fare & Fees -- Will exclude | | | NDC fares because of the time | | | limit to request the fare. | | | | | | Note: Prior to requesting the | | | Graphic availability, Trainer can | | | move to Command and pull any | | | domestic EDIFACT availability. | | | **HL** how any GDS will display | | | Non-Stop flights first, | | | regardless of add-ons, if offered | | | in the routing. | | | | | | Once availability has been | | | displayed, move to the Filter | | | section and **HL** the following; | | | | | | - **Number of Connections:** | | | Select "No Connections". | | | | | | - **Flight Time:** Set the | | | departure time for Outbound | | | from 7am -- 12N. Set Inbound | | | from 1pm -- 5pm. Note: Advise | | | can select either Departure | | | or Arrival time. | | | | | | - **Airlines:** Select UA and | | | AA. To be consultive and | | | offer options. | | | | | | Select a UA flight. HL the | | | departure and arrival times and | | | the different fare types. Select | | | the fare of your choice and have | | | learner do the same. | | | | | | Selected UA flight display, HL | | | the following. | | | | | | - Departure / Arrival time. | | | | | | - In-Flight Amenities and | | | Services Included. | | | | | | - Ticket Refundable or not. | | | | | | Select "Select Flight". | | | | | | **Booking Summary:** | | | | | | HL and review the following, | | | | | | - Itinerary Details -- Allow | | | agent to recap itinerary with | | | the caller. | | | | | | - DOB not required for Non NDC | | | booking. | | | | | | - Payment Information -- Can | | | ignore. | | | | | | - Billing Address = Can ignore. | | | | | | - Full Fare -- Select fare | | | rules to review. HL that | | | there are several areas to | | | retrieve fare rules. | | | | | | Select "Book". | | | | | | **Graphic PNR review:** | | | | | | Review the updated Graphic PNR. | | | HL the following items and | | | complete the following. | +-----------------------------------+-----------------------------------+ +-----------------------------------+-----------------------------------+ | **Graphic Availability (Cont.):** | \*Note: Collapse any open | | | elements to reduce scrolling. | | **HL** = High Light | | | | - Products Section -- HL the | | **3^rd^ Together Activity:** | "Add" options. | | | | | **3^rd^ Together Activity | - AIR info -- Expand to view | | (Cont.)** | the full flight itinerary. | | | | | **Move to Break Out Rooms:** | - Issue -- Select the down | | | arrow to view the options. | | **Final Items:** | | | | | | | | | | - Able to Cancel segment(s). | | | | | | - View the TST | | | | | | - Rebook segment(s). This is | | | the SB (Should Be) function. | | | Demo how to modify. | | | | | | | | | | | | - Stored Fares (TST & TSM) -- | | | Expand to view the TST | | | number, confirmed flights and | | | ticket cost. | | | | | | - Fare Elements -- Expand to | | | view the additions. | | | | | | **Complete the PNR Together | | | Activity:** | | | | | | This activity we will not add | | | seats, fare savings or | | | documentation yet. Want learner | | | to get comfortable working in a | | | Graphic Booking File. Have | | | learner complete the following | | | items to End and Retrieve the | | | PNR. | | | | | | - Add TK TL to PNR Ticketing | | | Line - HL to the learner this | | | is a quick way to ER the PNR | | | if not ready to complete PNR. | | | | | | - Complete Quality Monitor -- | | | After validating No Car, | | | Amadeus will move to Command | | | view. Finish the Quality | | | Monitor in Command and then | | | return to Graphic. | | | | | | - ER the PNR (Using the point | | | and click). | | | | | | - Complete the Doc Delivery | | | Smartflow -- \*Note: | | | | | | - Learner using own profile | | | = CC the Trainer. | | | | | | - Learner using PDRT/3FE7WY | | | = Do not change the S-51. | | | Learner will add their | | | own and trainer's email | | | address in CC field. | | | | | | **PNR Together Activity:** | | | | | | **2^nd^ PNR** to be built. The | | | activity will complete the 2^nd^ | | | PNR. Will include seats, fare | | | savings, documentation and edit | | | of remarks. | | | | | | Retrieve profile in Command. | | | Verify no FOP in RTF. Move to | | | Graphic PNR. | | | | | | Add FOP to PNR. | | | | | | Retrieve air availability for ORD | | | -- LAX | | | | | | - Trainer Travel Dates: 11OCT | | | -- 15OCT | | | | | | - Learner Travel Dates: Refer | | | to Lab Handout and PPT | | | Slide 4. | | | | | | - No specific times or airline. | | | | | | - Fare & Fees -- Exclude NDC | | | fares. | | | | | | Review all filters prior to | | | selecting flights. | | | | | | - **Flight Duration** -- | | | Helpful for International | | | availability. | | | | | | - **Baggage Allowance** -- | | | Helpful for International | | | availability. | | | | | | - **Cabin** -- Helpful for | | | International, First or | | | Premium Economy availability. | | | | | | - **Booking Class** -- If the | | | booking code is known. | | | | | | - Airports -- Best used for | | | city that have co-terminals, | | | such as ORD/MDW or LAX/BUR. | | | | | | - **Fare Type** -- Items | | | selected at beginning of | | | requesting availability. | | | | | | - **Price** -- Valuable if | | | budget know. | | | | | | - **Amenities** -- Helpful for | | | Business and International | | | availability. | | | | | | - **Seats** -- Helpful on | | | International availability. | | | | | | - **Connection** -- Helpful to | | | remove a specific connection | | | city from availability. | | | | | | Update filters for current | | | availability. | | | | | | - **Number of Connections** -- | | | Select "No Connections". | | | | | | - **Flight Time** -- Outbound | | | Departure 7am -- 12N. Return | | | Departure 1pm -- 5 pm. | | | | | | - **Airlines** -- UA and AA to | | | compare cost. | | | | | | Select the most economical flight | | | option. | | | | | | Booking Summary: | | | | | | - Review selected flights. | | | | | | - Select Seats. | | | | | | - Add PBY info. | | | | | | - Complete Fare Savings App. | | | Select OK TO AUTO and today's | | | date. | | | | | | - ER the PNR (Using point and | | | Click). | | | | | | Complete the Booking: | | | | | | - Add Udid - \*UD -- 86 -- | | | TRAINING | | | | | | - Run the "Document PNR" | | | Smartflow. Advise all agents | | | the Document PNR SF should be | | | used for all PNR's touched. | | | Even if documenting using the | | | Fare Savings App. | | | | | | - Do NOT Queue the PNR for | | | ticketing and ER the PNR | | | (Using point and click). | | | | | | - Run the "Doc Delivery" | | | Smartflow to email PNR | | | | | | - Using personal profile -- | | | CC the trainer. | | | | | | - Using PDRT/3FE7WY -- | | | Learner will CC | | | themselves and the | | | trainer. | | | | | | **Create break out rooms.** | | | | | | - 2 -- 3 Learners in each room. | | | | | | - Allow 30 mins to create at | | | least one PNR in Graphic. | | | | | | - Lab Handout -- Learners can | | | reference for instructions. | | | Must complete one PNR during | | | break out rooms. But can | | | complete up to three if time | | | permits. | | | | | | - Will cancel all PNR's at end | | | of lab. | | | | | | **Cancellation Party:** | | | | | | - After returning from break | | | out rooms, allow learners to | | | cancel all PNR's created in | | | lab. | | | | | | - Share screen to demo how to | | | cancel in Graphic. Encourage | | | the learner to cancel in | | | Graphic. | | | | | | **Survey:** | | | | | | See below the email template to | | | send to learner after the | | | session. | | | | | | Link - | | | https://www.surveymonkey.com/r/8D | | | VRYGP | +-----------------------------------+-----------------------------------+ **Survey Email Template:\ ** I want to thank you for attending and participating in our Graphic lab and remember more to come. I did receive everyone's PNR email and great work from everyone. There's two items I need for everyone to complete and take a look at. - Please take the time to complete the training survey. Survey link: [**https://www.surveymonkey.com/r/8DVRYGP**](https://www.surveymonkey.com/r/8DVRYGP) - Reminder and Details for  the 4^th^ Reservation \*Super Bonus\*. Thank you all again and I hope you enjoyed your lab experience.