1. Introduction
Sutthida Chanyavanich
Product Manager
27 February 2012

2. Enhance Customer Services
Booking
Welcome to ….
1. Objective of this session
To help you sell more in the effective way
2. The format
>> what we’re going to show
show you what we have and what’s coming
how each product fit together
how it fits into the travel agency workflow
>> how we’re going to show it
the flow
Q&A at the end
Marketing & Pre-sales
Booking & Sales
Fulfillment & Payment
Travel
Post Travel, Accounting & Loyalty

3. Name: Diane Christy Christy.. Don’t make me wait too long
ABC Travel
Name: Diane
Age: Who dare to ask
Occupation: Shopping / Fine Dining
Bookings:
Always travel on high-season - Waitlisted
I’m still waiting for the customers to confirm. Can you hold my bookings?
Name: Stephen
Age: 45
Occupation: CEO – Big ACE Co. Ltd.
Bookings:
Uncertain schedules - Several bookings at a time
Not issue tickets until close to departure – HX
Flight delay impact the connect flights

4. Easy to miss the changes Not enough time to handle
Current Situation
Amadeus Standard Queues
Time Consuming
Productivity Lost
Easy to miss the changes
Not enough time to handle
Q1:Cancellation
Q2: Confirm from Waitlist
Q7: Schedule Change
Changes occurred during non-business hours

5. Amadeus Standard Queues
Dear Grace, RLOC: 7TH4CL Pax: ROMA MS. ARORA, SIRIRPORN MS. THANUTHAI At least 1 segment has been cancelled.
To view full itinerary, please visit
Q1:Cancellation
Q2: Confirm from Waitlist
Q7: Schedule Change
Amadeus SMS Flight Notification provides notification services for 3 types of change
Cancellation (HX, UN, UC, US) Q1
Confirmation from Waitlist (KL) Q2
Schedule Change (TK) Q7
Process:
1) Airline place PNRs with segment status changes to the corresponding queues
2) Application will auto scan queue 1, 2, 7 of travel agency to detect the change. If it meets the criteria specified of this OID, a SMS notification will be sent
3) Notification can be configured to send to a) travel agent b) traveller c) both
Flight Notification
/ SMS
Travel Agent / Traveller

6. Notification Messages
Confirmed from Waitlist
Dear Tina, RLOC 5V4EFJ Pax: FANCHIANG LINLIN MS -. At least 1 segment has been Confirmed from Waitlist. To view full itinerary, please visit
Segment Cancellation
Dear Sandy, RLOC 5Z8Y8P Pax: SHIH HSIENTSUNG MR At least 1 segment has been Cancelled. To view full itinerary, please visit
Schedule Change
Dear Eva, RLOC 6N3SI4 Pax: TING CHUN YI MS -. Flight schedule OZ8702 4Aug KWJ-GMP has been changed from 6:25 to 7:30. To view full itinerary, please visit

7. Take the confirmed seat
Good job.. Christy
Diane.. your flight to Paris is confirmed. Shall I ticket it now?
Take the confirmed seat
Rebook cancelled segments
Take action for Schedule Change
Stephen… your flight to KL is delayed by 1 hour. I’ve changed the connecting flight for you.
Thank you Christy…What can I do without you. *Kiss Kiss*

8. Competitive Edge to deliver Premium Services
Capability to take actions with the timely information
Problems are handled in time
Minimize damages to travellers and travel agency
Control
Avoid last minute action  No Panic
Cost Reduction
Save 200* hrs./year for each TA in queue monitoring
Assumption: 4 hrs. per week x 52 weeks

9. Refer to Standard SMS Pricing
Pricing Model
Charges
Amadeus IT Group to ACO
ACO to Customers
Setup Fee (by OID)
MSP
RSP
All
No charge
Monthly Fee* (by OID)
Small < 10,000 segments per year
5 EUR /month
25 EUR /month
Medium 10,000-50,000 segments per year
10 EUR /month
50 EUR /month
Large > 50,000 segments per year
30 EUR /month
150 EUR /month
SMS Transactions
Refer to Standard SMS Pricing
Note: The pricing model above does not include the Web Service (WBS) Transaction cost which is charged directly from Central to the ACO. Since the actual cost varies according to the service calendar setting.

10. Amadeus FN : Enable you to be the first to know & take control
3 Things to remember
Amadeus FN : Enable you to be the first to know & take control 1

11. Introduction
Sutthida Chanyavanich
Product Manager
27 February 2012

12. Why is SMS still a solution of choice
Communication
Effectiveness
Lower
Cost
Wider Reach
Amadeus SMS Solution
Communication Effectiveness : When compared to , most people receive less SMS in a day and tends to view SMS right away.
Wider Reach : Everyone has a mobile , but not everyone use
Portable: Information is kept in the mobile,
Highly accessible: In remote area, easier to get SMS access than internet connection.
Lower cost : cost to receive SMS oversea is free. While data roaming is charged.
Highly
Accessible
Portable at all times

13. Rich Format Itinerary (RFI)
Individual booking information
Marketing Messages
“London Special Package”
4 Days 3 Nights 35,000 Baht
For details, please contact ABC Travel
Tel:
You can choose to send booking information to individual travellers or send marketing messages to thousand customers in one go.
Text format : Suits any mobile. Information is stored in mobile
Rich Format : Nice – graphical view. Need internet connection (no need to be smart phone). Information is real time.
Marketing Msg : Customer in MY send 10,000 SMS every month.
Text format
Rich Format Itinerary (RFI)

14. Amadeus SMS : Easy way to send marketing messages
3 Things to remember
Amadeus SMS : Easy way to send marketing messages 2

15. From PNR to SMS Either from Application Screen
or from Amadeus Selling Platform
SMS can be sent from either 1) Amadeus SMS application screen or 2) Amadeus Selling Platform
Full integrated with Amadeus Selling Platform – no human errors
Integrated with Amadeus Selling Platform to retrieve booking information:
Air
Hotel
Car
Insurance
Passenger mobile phone
Display itinerary in clear and friendly format (Rich Format Itinerary) or simple text format.
Display on all types of mobile phones.

16. Sending SMS from SELL Add mobile phone Add Remark1
Add mobile phone
Examples:
1A-SMS PNR “Dear Customer, please find your itinerary below”
1A-SMS RFI “Dear Customer, please find your itinerary below”
1A-SMS ETK “Please find your eTicket information below”
1A-SMS FTX “Thank you for using ABC Travel. Hope you enjoy your trip”
1A-SMS HTL “Your Hotel booking information” 2
Add Remark 3
Send PNR to SMS Queue

17. Convenient way to carry booking information
Fully integrated with Amadeus Selling Platform – minimize errors
Friendly and easy to understand (e.g. airport name, date, time)
Applicable for any mobile phone (Not only smart phones)
SMS Transaction History for TA to keep track of communication
Normal format
Rich Format Itinerary

18. Single rate anywhere
No matter which countries or telecommunication networks you are sending to, our SMS price is always the same. Send more to save even more !

19. Pre-Departure SMS

20. Pre-Departure SMS – Current Situation1 2 3
Travellers need to prepare booking / eTicket information 2-3 days before their trip
They have difficulties searching through s for the latest itinerary
Travel consultant has to resend the documents
Travel Consultant:
Double work. Time could be spent on upselling e.g. travel insurance, car, day trip etc.
Travellers:
Time consuming
Easy to make a mistake e.g. outdated itinerary

21. Pre-Departure SMS - Concept
TA created PNRs and put into queue
Pre-Departure
Queue
SMS
Queue
Pre-Departure Tool
Amadeus SMS
Scan queue every 6 hrs.
Which PNR will depart in the next X hrs. ?
Is the PNR ticketed ?
If yes. Add special remarks for SMS.
Scan queue every 10 minutes.
Send SMS to travellers (APM element)
PNR info / Rich Format Itinerary / Hotel booking
eTicket
Remove PNRs from queue
Traveller

22. Value Proposition Provide the Right Service at the Right Time
Important information delivered to travellers when they need
Improve travel consultant’s Efficiency
No distraction. Fully automated service allows travel agency to focus on other important activities.

23. Amadeus SMS : Effective tool to Inform, Inspire & In touch
3 Things to remember
Amadeus SMS : Effective tool to Inform, Inspire & In touch 3

24. 3 Things to remember
Amadeus FN : Enable you to be the first to know & take control 1
Amadeus SMS : Easy way to send marketing messages 2
Amadeus SMS : Effective tool to Inform, Inspire & In touch 3