1. AUSTRIAN SERBIAN TOURISM PROGRAMMES Introduction to Passenger Name Record

2. AUSTRIAN SERBIAN TOURISM PROGRAMMES INTRODUCTION TO PASSENGER NAME RECORD Chapter 5 At the end of this chapter, you will be able to:  Define a PNR and its mandatory fields  Sell flight segments from Amadeus Neutral Availability  Enter name elements  Enter contact elements  Enter ticketing arrangement elements  Save PNR At the end of this chapter, you will be able to:  Define a PNR and its mandatory fields  Sell flight segments from Amadeus Neutral Availability  Enter name elements  Enter contact elements  Enter ticketing arrangement elements  Save PNR

3. AUSTRIAN SERBIAN TOURISM PROGRAMMES PNR mandatory elements  A Passenger Name Record (PNR) contains details of a passenger’s reservation and other information related to a passenger’s trip – A PNR can contain maximum of 999 elements, that can be mandatory or optional  PNR contain 5 mandatory elements : 1.Name contains first name and surname of the passengers 2.Itinerary  contains flight segment, hotel, car, cruise, tour or ground transportation 3.Contact  contains contacts of the passengers or travel agency such as phone, email, fax... 4.Ticketing  determines the date when the ticket is going to be issued or applying ticketing time limit 5.Received from  determines who has done the changes in PNR

4. AUSTRIAN SERBIAN TOURISM PROGRAMMES 1. Itinerary element: Segment Sell (SS)  An itinerary element can be a flight, hotel, car, ferry, cruise... element  Each individual itinerary element is called a segment  Example: SS 2 C1 Where: – SS: Transaction code fo segment sell – 2: the number of passengers – C: the class of service – 1: Line number in Availability Display

5. AUSTRIAN SERBIAN TOURISM PROGRAMMES Explain  You want to book for 3 passengers the class M with Jat Airways. What should be your entry code if available options are as shown: SS 3 M 2

6. AUSTRIAN SERBIAN TOURISM PROGRAMMES Task  You receive the following client’s requests: 1. „I want to fly on 20 th of October to Madrid, from Belgrade, with Swiss Airlines. Do I have non stop or connecting flight?“ AN 20OCT BEG MAD/A LX 2. „I’ll choose the flight from 14.40. Please book me the cheapest class of service.“ SS 1 W 2

7. AUSTRIAN SERBIAN TOURISM PROGRAMMES 2. Name element (NM)  A passenger name consists of: 1.Familiy name 2.Given name 3.Title (Mr, Mrs, Miss...)  The entry order is: – NM - Transaction code for creating the name element – The number of passengers with the same family name – Family name – / (slash) that separates the name – Given name – Title  For example: NM 1 ILIC/ZORAN MR

8. AUSTRIAN SERBIAN TOURISM PROGRAMMES More examples  Passenger with two surnames: NM 1 ANDRIC ILIC / ANA MRS  Passengers with the same family name: NM 2 ILIC / ZORAN MR / ANA MRS  Passenger with an infant (0-24 months) NM 1 TOMIC / IVANA MRS (INF/LEA/10AUG14) If an infant has different surname: NM 1 TOMIC / IVANA MRS (INF ANDRIC/LEA/10AUG14)  Passenger is a child (2-12 years) NM 1 SIMIC / MAJA (CHD/07DEC05)  Passenger with the discount for youth (YTH) NM 1 SIMIC / ALEKSA (YTH)

9. AUSTRIAN SERBIAN TOURISM PROGRAMMES Tasks  Mrs Helga Thompson wants to book the flight for her, for son Frank, born on 9 June 2014, and daughter Angela, born on 17 November 2008. NM2THOMPSON/HELGA MRS (INF/FRANK/09JUN12)/ANGELA(CHD/17NOV08)  Mr Milic Jovan wants to book the flight for him and his son Milos, born on 10 July 2009, and his friend Mr Ilic Zoran. NM 2 MILIC / JOVAN MR / MILOS (CHD/10JUL09) 1 ILIC / ZORAN MR  Mr Simić Dejan wants to book the flight for him, his wife Ana, and children Jana, born on 15 August 2012, and Lena, born on 5 August 2009. NM 3 SIMIC/DEJAN MR/ANA MRS (INF/JANA/15AUG14)/LENA(CHD/05AUG09)

10. AUSTRIAN SERBIAN TOURISM PROGRAMMES 3. Contact element (AP)  This element enables you to contact passengers if changes occur to their itinerary, or to advise them of other important information  This element is mandatory for all passengers entered in name element  Entry code: AP (Address Passenger)  Contact elements could be: – Home phone number: AP 123456-H – Business phone number: AP 123456-B – E-mail: APE-anjegus@singidunum.ac.rs – Address: AP Krunska 19  If entered only AP then the system automatically creates a contact element from mini-office profile.

11. AUSTRIAN SERBIAN TOURISM PROGRAMMES Passenger association with contact element  Home contact number is associated with the first passenger in displayed order: AP 111222-H/P1  Business phone number is associated with the first and third passenger: AP 222333-B/P1,3  Given phone number is associated with all family members: AP 333444-H/P1-4

12. AUSTRIAN SERBIAN TOURISM PROGRAMMES 4. Ticketing element (TK)  The ticketing element is used to indicate the type of ticketing arrangement, for example when and where the tickets are to be issued.  The entry code is: TK  The ticketing indicators that could be used are: – TL (Ticketing Time Limit) – used to request ticket issuance on a specific date and time, for example: TK TL 10DEC (deadline to purchase ticket is 10 th of December) TK TL 10DEC/1800 (deadline to purchase ticket is 10DEC till 18.00) – XL (Automatic Cancellation of Itinerary) – this identifier enables the itinerary to be automatically cancelled when the date entered in the TK element is reached, for example: TK XL 20DEC ( On the entered date, the system will automatically cancel the PNR, and end transaction at midnight on the date entered) – OK – the ticket has been issued: TK OK

13. AUSTRIAN SERBIAN TOURISM PROGRAMMES Tasks  The passenger does not buy the ticket immediately, so enter the time limit for 20 NOV at 1400: TKTL20NOV/1400  If the passenger does not buy the ticket till arranged date, enter cancellation date (21NOV/1200): TK XL 20NOV / 1200  The ticket has been issued TK OK

14. AUSTRIAN SERBIAN TOURISM PROGRAMMES 5. Received From element (RF)  RF element identifies the person who makes or modifies a reservation – It is required when PNR is created or modified – It is free format text, and you can enter a maximum of 69 characters – During PNR creation, it is displayed as the second line in the PNR – After you end the transaction, RF element is transferred to PNR history (does not appear in the PNR) RF MRS KOSTIC – Passenger’s name RF ANA – Agent’s name

15. AUSTRIAN SERBIAN TOURISM PROGRAMMES End transaction (ET)  After you have entered all 5 mandatory elements you must end transaction in order to: – file the record into the system – get Amadeus 6-character record locator  Possible entry codes are: ET – end transaction, and PNR is closed and record locator displayed ER – end transaction, and redisplay PNR

16. AUSTRIAN SERBIAN TOURISM PROGRAMMES PNR retrieval (RT) (p. 67)  To retrieve and display an active PNR, enter: – RT XXXXXX – retrieve by PNR record locator – RT/PERIC – retrieve by passenger family name – RT/P – retrieve by the first letter of the family name (the list of PNRs beginning with a specific letter will be displayed) – RT JU210 – retrieve by the flight number

17. AUSTRIAN SERBIAN TOURISM PROGRAMMES Ignore transaction (IG)  You can ignore a PNR at any time during creation or modification  The entry code is: IG (Ignore) – PNR is ignored IR (Ignore and retrieve) – current updates are ignored and the original PNR is displayed  If IG is used when modifying an existing PNR, then the system ignores only the updates, and returns to PNR’s original form

18. AUSTRIAN SERBIAN TOURISM PROGRAMMES Canceling PNR elements (XE, XI)  When you cancel an existing PNR element, the system automatically transfers the information to PNR history XE – to cancel any element, for example XE3 cancel passenger name element 3 XI – to cancel the entire itinerary

19. AUSTRIAN SERBIAN TOURISM PROGRAMMES PNR Modification (p. 73)  Modifying the PNR elements: – 5/333444 – change passenger contact at line 5 in the PNR – XE5,6 – cancel elements 5 and 6 – 8/22NOV – change ticketing date – 8/OK – change ticketing information (for example, change TK TL to TK OK) – 5/P1-3 – add passenger association to an existing element

20. AUSTRIAN SERBIAN TOURISM PROGRAMMES Exercise 1.Mr Hans Koker makes the following reservation for him, and his wife Ana: – Class of service: C – Via: London (LHR) – Madrid (MAD) – Departure date: 10 Dec – Airline: British Airways – Return for 7 days  Their phone number at home is 0181 507 6389.  Deadline for purchasing the ticket is 05 Dec.  Please end the reservation and read the PNR record locator. Result: NM2KOKER/HANS MR/ANA MRS AN 10DEC LHRMAD/A BA/ C C SS2C1 ACR7 SS2C12 AP 0181 507 6389-H/P1,2 TKTL 05DEC RF ANGELA ER IG

21. AUSTRIAN SERBIAN TOURISM PROGRAMMES Explanation of the system response  Explanation of the 4 th line: BA 456: airline and flight number C: Class of service 10DEC: Departure date 2: Day of the week (Tuesday) LHRMAD: Departure/Destination airport HK2: Status of reservation (Holding confirmed for two seats) go to p. 44! 5: Departing terminal 0620: Departure time in local time of departure city 0935: Arrival time in local time or arrival city 767: Equipment code E – Eligible for electronic ticketing 0 – Number of stop Explanation:  RP: responsability  RF: received from element  1-6: PNR segment numbers  SEE RTSVC: retrieve service information Examples of responses on page 42!

22. AUSTRIAN SERBIAN TOURISM PROGRAMMES Explanation  Task: Retrieve your PNR PNR record locator Indicates airline locator is available Initials and duty code of the person who made the last modification in the PNR Date and time when PNR was modified

23. AUSTRIAN SERBIAN TOURISM PROGRAMMES Exercise  Book 2 seats for Mr Pera Perić and Mr Jova Jović for the following trip: – Departure date: 17 DEC – Via Belgrade-Podgorica – Airline: Jat Airways – Return for 4 days  Their office phone number: 222444.  Issue the ticket.  Please end the reservation and read the PNR record locator.

24. AUSTRIAN SERBIAN TOURISM PROGRAMMES Result NM1 PERIC/PERA MR 1 JOVIC/JOVA MR AN 17DEC BEG TGD/A JU SS2M2 ACR4 SS2M3 AP 222444-B/P1,2 TKOK RF ANGELA ET

25. AUSTRIAN SERBIAN TOURISM PROGRAMMES Task 1  Mrs Helga Thompson wants to book the flight for her, and her children: Frank (born on 9 June 2012), and Angela (born on 17 November 2008): – Departure date: 7 November – From Paris to Hamburg via Frankfurt – Airline: Lufthansa – Class: C – Return date: 21 November – Home phone number: 161 6365544 – E-mail: helgathompson@gmail.com – Issue the tickets

26. AUSTRIAN SERBIAN TOURISM PROGRAMMES Result NM2 THOMPSON/HELGA MRS(INF/FRANK/09JUN12)/ANGELA(CHD/17NOV08) AN 07NOV PARHAM/X FRA/A LH/C C SS2C1 ACR 21NOV SS2C1 AP 161-6365544-H/P1-2 APE-HELGATHOMPSON@GMAIL.COM TK OK RF A ET

27. AUSTRIAN SERBIAN TOURISM PROGRAMMES System response  RT 3AWYLG

28. AUSTRIAN SERBIAN TOURISM PROGRAMMES Task 2  Mr Nenad Bojevic makes reservation for him, and his colleagues: – Mr Milos Simic – Miss Zona Kostic – Mrs Ljubica Stevic  Reservation details are: – On 11 Jan they travel from Belgrade to Geneva via Zurich with JAT Airways and Swiss – On 15 Jan from Geneva to Rome with Swiss – On 20 Jan from Rome to Athens with Alitalia – On 23 Jan from Athens to Belgrade with Olympic Air (OA) – Business phone number for all passengers are 777333 – The ticket will be issued 6 days before departure

29. AUSTRIAN SERBIAN TOURISM PROGRAMMES Result NM1 BOJEVIC/NENAD MR 1 SIMIC/MILOS MR 1 KOSTIC/ZONA MISS 1 STEVIC/LJUBICA MRS AN 11JANBEGGVA/X ZRH/A JU,LX SS4M1 AN 15JAN GVAROM/A LX SS4M1 AN 20JAN ROMATH/A AZ SS4M1 AN 25JAN ATHBEG/A OA SS4M1 AP 777333-B/P1-4 TK TL 05JAN RF A ET

30. AUSTRIAN SERBIAN TOURISM PROGRAMMES Task 3  Miss Green called to make following reservation: – Mr Thomas Cook, his wife Mrs Fiona, and their sons Robert (born 22 Decembre 2004), and David (born on 18 July 2012) – On 10 july Rome-Buenos Aires with Aerolineas Argentinas (AR) – On 25 July from Buenos Aires return to Rome – The home phone number in Rome is 5432200 – Issue the ticket

31. AUSTRIAN SERBIAN TOURISM PROGRAMMES Entry NM2 COOK/THOMAS MR/FIONA MRS(INF/DAVID/18AUG12) NM1 COOK/ROBERT(CHD/05AUG09) AN 10JUL ROMBUE/A AR SS3Y1 AN 25JUL BUEROM SS3Y1 AP 5432200-H/P1-3 TK OK RF A ER

32. AUSTRIAN SERBIAN TOURISM PROGRAMMES System result

33. AUSTRIAN SERBIAN TOURISM PROGRAMMES Task 4  Mr. Milic Jovan makes reservation for him and his son Milos (born on 10 June 2009) and his friends Mr. and Mrs. Andric: Zoran and Ana, and their son Marko (born on 05 April 2012) – On 07 Feb from Paris to Hamburg via Frankfurt with Lufthansa, C class – They return on 21 Feb – The phone numbers in Paris are: 161 6363355 Milic family – at home 161 9688444 Andric family – at home – Issue the ticket

34. AUSTRIAN SERBIAN TOURISM PROGRAMMES Result NM2 MILIC/JOVAN MR/MILOS(CHD/10JUN09) NM3 ANDRIC/ZORAN MR/ANA MRS/MARKO(CHD/05APR12) AN07FEBPARHAM/X FRA/A LH/C C SS5C1 ACR21FEB SS5C1 AP 1616363355-H/P4-5 AP 1619688444-H/P1-3 TK OK RF A ER IG

35. AUSTRIAN SERBIAN TOURISM PROGRAMMES System response

36. AUSTRIAN SERBIAN TOURISM PROGRAMMES E-ticket sample