"Print at Home"
User Guide – V3
UPDATED Version
Enjoy Europe
Travel by Train!
Summary
p2

Introduction
P3

General principles of P@H
P4-9

How to book P@H tickets in Euronet?
P 10 - 18

P@H impact on the MTR / Accounting
P 19 - 20

P@H impact on the After Sales procedures
P 21 - 25

P@H from the traveller's side…
P 26 - 37

FAQs & Tips
P 42 - 50
Introduction
"Print at Home" in a nutshell
 What is it?
A new ticketing method for International & Domestic trains in/from France and
Spain, plus Eurostar and Thalys.

Tickets are no longer need to be printed on Euronet Paper by the GSA
 Tickets are no longer sent by post/mail/courier to the traveller or picked up at agency
 Tickets are sent via email to the traveller or travel agent
 Tickets must be printed by the traveller
 It is very simple and very similar to the electronic ticketing used by airlines
 It is often abbreviated "P@H"


Print at Home & Euronet

Print at Home is a major Euronet improvement with impacts on



the sales dialogue/Front Office
the back office (accounting)
the after-sales processes
 The purpose of this quick guide is to help you to better understand
the Print at Home and its impact on Euronet and on your organisation
p3
Summary
p4

Introduction

General principles of P@H

How to book P@H tickets in Euronet?

P@H impact on the MTR / Accounting

P@H impact on the After Sales procedures

P@H from the traveller's side…

FAQs & Tips
General Principles
Context: P@H in Europe and with Rail Europe

P@H in Europe
Print at Home was recently introduced in Europe (2010)
 Currently only available with a few rail carriers.
 Each rail carrier has a different way to manage it


P@H in Euronet

Simplicity was the key word when P@H was developed in Euronet…



With P@H, Euronet now offers 4 ticketing methods
E2PAPER (Euronet Blank tickets) for travellers preferring to have paper tickets with them
 P@H for travellers wanting to print their tickets whenever and wherever they want
 P@S (TOD), for travellers wanting to retrieve their tickets from a kiosk when at the station
 PDF, for non European products in Euronet

e-tickets
p5
Impacts on the sales dialogue are limited
Booking flow are homogeneous, whatever the rail carrier (Eurostar, TGV, etc.)
General Principles
How does it work???

P@H issuance is simple, and based on emails
The traveller provides their email address to the GSA
 The GSA enters the email address in Euronet during the booking process
 The traveller receives a confirmation email and the P@H tickets in his mailbox


For the traveller

The traveller can find all information about their booking in the confirmation email
 The traveller can print their P@H tickets from any printer, on regular, white A4 paper
 When the traveller is in Europe, they just needs to show his tickets upon request, together
with a means of identification (ID Card or passport)

For the GSA
Booking P@H tickets is super easy and very similar to other modes of ticketing
 GSA no longer need to manage Euronet paper, printers etc.
 GSA remain in control… P@H are stored and can be retrieved if need be

p6
General Principles
P@H Scope (1/2)

P@H is offered for certain categories of products ONLY

P@H is only offered…




P@H is not offered for…







for global fare tickets (ticket + reservation, all in one)
for individual public fares
for the list of trains/carriers/fares detailed in the next page
Passes and Swiss Packages
TCV tickets
Stand alone reservations
Amtrak and NERO products
Group and RIT fares
Eurail Passholder fares
Depending on the train/carrier,
P@H can be offered on certain routes only
 P@H can be offered for certain fares only
 P@H tickets can either be included in the confirmation email, or directly sent to the traveller

p7
General Principles
P@H Scope (2/2)
Carrier/Trains
French Journeys
Eurostar
TGV Lyria
France-Germany High Speed
France-Spain TGV
Paris-Luxembourg TGV
Brussels-France TGV
Geneva-Med TGV
Thalys
Renfe
Routes
Most
All
All
All
All
All
All
All
All
All
Fares
Most
Most
All*
All*
All*
All*
All*
All*
Most
All
Comments
No Eurail Passholder fares, no regional routes
No ABS fares
*Except Eurail Passholders
*Except Eurail Passholders
*Except Eurail Passholders
*Except Eurail Passholders
*Except Eurail Passholders
*Except Eurail Passholders
No ABS fares
All fares available via the "Direct Connexion"
Important
- P@H is ONLY offered on the trains/fares quoted above
- This means that P@H is NOT offered on Artesia (Day & Night).
- In any case, no worries, Euronet will always let you know if a fare is eligible to P@H or not
p8
General Principles
Euronet functionalities & P@H

P@H conditions of use/issuance

P@H tickets are strictly personal, nominative and not transferable
 First name and last name must be entered in Euronet, for each traveller

P@H tickets are only valid upon presentation of an ID Card/photo ID
 Travellers must always have they ID card/passport with them when they travel
To prevent fraud, conductors on-board French trains & International trains to/from
France will also check the date of birth on the traveller's ID card

 You'll need to enter this information in Euronet and it will print on the ticket
 You don't need to enter this information for Eurostar, Thalys & Renfe P@H tickets

"Multi Ticketing Option"
This feature was introduced in Euronet's 2011 Spring Release
 It allows you to mix different ticketing options within one booking

p9
Summary
p 10

Introduction

General principles of P@H

How to book P@H tickets in Euronet?

P@H impact on the MTR / Accounting

P@H impact on the After Sales procedures

P@H from the traveller's side…

FAQs & Tips
How to book P@H tickets in Euronet?
Good to know

P@H issuance is easy and can be managed in 5 quick steps
1. Select your route and make sure that the fare/route is P@H eligible
2. Add Passengers details (make sure you provide all necessary information)
3. Assign each traveller individually to each product
4. Select the printing option "PAH"
5. Send the P@H tickets to the client‘s email box.

Euronet will assist you during the process
If a product is not P@H eligible, Euronet won't allow you to confirm it as P@H and
you’ll get an error message
 Euronet will indicate if a route/fare is P@H eligible
 Euronet will warn you if mandatory information is missing

p 11
How to book P@H tickets in Euronet?
Step 1: select the route/fare and make sure it can be issued as P@H…

P@H eligibility information is available in the "Fare Details" screen
1
1. Click on the fare to
obtain more information
2. The box "Fare
Details" appears
2
3. P@H eligibility is
displayed in the
"Additional Info" field
3
p 12
How to book P@H tickets in Euronet?
Step 2: enter mandatory passenger details

Make sure you enter all mandatory fields for EACH traveller…
For EACH traveller, you
must enter…
1. his/her first name
2. his/her last name
3. his/her date of birth (not
mandatory for
Eurostar/Thalys or Spain)
If any of the mandatory field
is not correctly keyed in, an
error message is displayed
at the bottom of the screen.
Once travellers' details are
properly entered, for each
traveller individually, the
message disappears.
p 13
How to book P@H tickets in Euronet?
Step 3: assign passengers individually

Travellers have to be assigned one by one…
For EACH product/fare, you
must…
1. select the product/fare
2. select the corresponding
passenger
3. click on assign
1
2
3
p 14
Tip: As P@H requires
individual assignment, don't
select "Lead Name Only",
otherwise you will get an
error message.
How to book P@H tickets in Euronet?
Step 4: select the "P@H" printing option (1/2)

The "Ticketing Options" button

The default ticketing option is "E2Paper" so you just need to change it
1. First, click on "Confirm" to
confirm the PNR
2. Click on the "Ticketing
Options" button to choose P@H
Important notes: Once
Confirmed you must hit “Print
Now” or “Q for print” within
30 Minutes or the booking will
drop out. For Renfe "Direct
Connection“ there is no
confirmation button, products
are confirmed once you hit
“Print Now” or “Q for Print.
p 15
How to book P@H tickets in Euronet?
Step 4: select the "P@H" printing option (2/2)
The
"Ticketing Options" pop-up box
The pop-up allows you to choose your preferred ticketing options
 It can apply to the whole booking, or product by product

1. You can select different ticketing
options, one per product or one for the
whole booking
2. Select "PAH"
3. Click on "Save"
Tip: If you chose a printing option that
is not compatible with the selected
product, Euronet will give you’re an
error message (see page 46 )
p 16
How to book P@H tickets in Euronet?
Step 5: send the "P@H" tickets to the traveller (1/2)

Define the parameters of the confirmation e-mail
When you click on "Q For Print" or "Print Now", the below window pops-up
 It allows you to enter the traveller's e-mail address and the language for the
confirmation e-mail

1. Enter here customer’s e-mail address
1
2. Re-enter here customer’s e-mail
address (control to avoid errors)
2
4. Select language for the confirmation
e-mail (English, Spanish or Portuguese).
3
Default language is English
5. Click on "Send"
p 17
4
How to book P@H tickets in Euronet?
Step 5: send the "P@H" tickets to the traveller (2/2)

Confirm the generation of the P@H ticket

At the same moment you clicked on "Send"…
P@H tickets were created in the database as a .pdf files (they are "virtually printed")
 The confirmation e-mail was sent to the traveller


A "printing confirmation" step is then necessary, if you chose "Print Now"…
The usual pop-up window appears, asking you to "confirm" the proper "printing"
 Just click on "Confirm All" as it will
- confirm the P@H ticket in the carrier's system
- print an invoice
- change the booking status to "invoiced"
 If you don't click on "Confirm all", traveller(s)
will not be able to download their .pdf file(s)


p 18
If you chose to "Q for print", the printing
confirmation step is not required
Summary
p 19

Introduction

General principles of P@H

How to book P@H tickets in Euronet?

P@H impact on the MTR / Accounting

P@H impact on the After Sales procedures

P@H from the traveller's side…

FAQs & Tips
P@H impact on the MTR / Accounting
MTR is adapted to take P@H specificities into account

Clear identification of P@H sales and impact on ticket stock control
The printing option clearly displays in the MTR. Cf. "Printing" column
 As P@H issuance does not require the use of Euronet Blank Tickets, P@H tickets
are not counted in the ticket stock usage. Cf. the "Cpns #" column:

p 20
Summary
p 21

Introduction

General principles of P@H

How to book P@H tickets in Euronet?

P@H impact on the MTR / Accounting

P@H impact on the After Sales procedures

P@H from the traveller's side…

FAQs & Tips
P@H impact on the After Sales procedures
After Sales - Reminders

After Sales possibilities depend on the fare
Exchange/Refund possibilities vary fare by fare
 All after sales conditions can be found on Extranet and in Euronet
 Remember that after train departure, refund possibilities are very restricted and
limited to a very small number of fares


Euronet makes your job easier as everything is automatic…
To know whether a P@H ticket is refundable or not, you can use the "Get quote"
button in Euronet's "After Sales" module
 During a refund operation, Euronet automatically calculates the penalties and
releases the seat in the carrier's inventory
 Remember you can refund "Point to Point" tickets (if fare allows) in Euronet
without RE4A's authorisation if the refund is performed before train departure

p 22
P@H impact on the After Sales procedures
After Sales - What's new with P@H ?

A very important change, from a legal perspective
With P@H, the transportation contract is no longer the P@H ticket itself but the
information stored in the carrier's servers/computers
 Also, because P@H tickets are printed on regular paper (and not on value paper
like Euronet Blank Tickets), P@H tickets themselves have actually no legal value
 In other words, from a legal perspective, the "right to travel" is not materialised by
the P@H ticket itself but by the perfect matching between

the information stored in the carriers' servers
 the information on the P@H ticket
 the information on the ID card/passport of the traveller

 The P@H ticket itself has no legal value, and this has important impacts
on the after-sales procedure…
p 23
P@H impact on the After Sales procedures
New opportunities to facilitate After-Sales operations!

Moving to a zero-paper process

As the P@H ticket itself has no longer any value, this means that

there is no need to have P@H tickets stamped/endorsed as "not used" by a railway
official
 the timely release of the seat in the carrier's inventory/in Euronet is enough for the carrier
to open the right for a refund

All P@H transactions are stored electronically and done in real time so…
the key element is the PNR, not the P@H ticket itself
 Euronet knows exactly when seat has been released and if a refund can be offered

p 24
P@H impact on the After Sales procedures
Process changes

Ticket endorsement as "not used" by a railway official : NOT NEEDED
In ALL cases, P@H tickets don't need to be stamped/endorsed as "not used"
by a railway official
 The timely release of the seat and the respect of the fare rules is enough to open
the right to a refund
 Reminder: this applies to P@H tickets only, not to tickets printed on E2 paper


Sending P@H tickets to Rail Europe's After Sales Department: 2 cases
Eurostar: YES, it is still mandatory to send the P@H tickets you wish to refund to
Rail Europe After Sales Department, with your monthly accounting documents
 In all other cases: NO, you don't need to send the P@H ticket, all information is
stored/checked in the PNR

p 25
Summary
p 26

Introduction

General principles of P@H

How to book P@H tickets in Euronet?

P@H impact on the MTR / Accounting

P@H impact on the After Sales procedures

P@H from the traveller's side…

FAQs & Tips
P@H from the traveller's side…
How does it work for the traveller???

When booking is finalised, traveller receives a confirmation e-mail
The confirmation email is sent by rea.pah.from@raileurope.com
 The confirmation emails summarises all details of the booking
 The confirmation email is NOT the actual ticket and is not required to travel


Traveller must print the actual tickets himself and keep them at all times

In all cases except Thalys, tickets are "embedded" in the confirmation email




Tickets can be printed by clicking on the "Print Your Ticket" button in the confirmation email
The button allows the traveller to open/download one/several .pdf file(s)
The .pdf file(s) must be printed before travel as it is the actual ticket(s)
In Thalys' case, a separate email is directly sent by Thalys to the traveller


Email is sent by thalysticket@mail.thalysticketless.com
This email is the actual ticket and must be printed
Printing is possible from any printer, as long as tickets are printed on white A4 paper
 When traveller is in Europe, he just needs to show his tickets upon request, together
with a means of identification (ID Card or passport) as this is mandatory

p 27
P@H from the traveller's side…
How does it work for the GSAs???

P@H tickets are easy to issue
GSA makes the booking as usual, not much changes
 GSA needs to collect traveller's email when doing the transaction


P@H tickets are easy to manage

GSA remains in control of the whole process as…





GSA can receive a copy of the confirmation email sent to the traveller, if he wants to
GSA is able to resend the confirmation email to the traveller if needed
GSA can also have access to the P@H tickets if need be
Ticket stock management is facilitated
After sales are improved
No need to ask the traveller to have his ticket stamped/endorsed as not used
 Seat release (1st step for a refund) possible over the internet until train's departure

p 28
P@H from the traveller's side…
Confirmation email sent to the traveller
1
Commercial text - Language can be
English, Portuguese or Spanish (see p17)
2
Itinerary details for paper tickets
3
Itinerary details for P@H tickets
4
"Print Your Ticket" button
5
General Information
4
6
Summary
5
7
After-Sales information
1
2
3
6
7
Note: the confirmation email is actually
very similar to the "Booking Summary"
also known as "Pro-forma invoice"
p 29
P@H from the traveller's side…
P@H ticket details - "French Journeys" (1/2)
2
1
3
1
Conditions of use of the
P@H ticket in English
2
Conditions of use of the
P@H ticket in French
(for the Train Manager)
3
Journey details
4
Booking details
4
Next slide: Zoom on
zones 3 & 4
p 30
P@H from the traveller's side…
P@H ticket details - "French Journeys" (2/2)
1
2
5
7
8
9
p 31
Departure/Arrival stations
2
Date & time of departure/arrival
3
Placement details
4
Fare Information
5
Booking File Reference (also known as
"PNR")
6
Traveller's First and Last name
7
2D Barcode
8
After-Sales information
9
Identification of the Euronet Terminal
3
4
6
1
P@H from the traveller's side…
P@H ticket details - Other international trains to/from France

Same P@H ticket than for French Journeys
The technical solution for these trains is provided by SNCF
 Therefore P@H tickets on these routes are exactly similar to those for French
domestic routes


Reminder of the scope

This applies to the following trains/carriers
TGV Lyria
 France-Spain TGV
 Paris-Luxembourg TGV
 Brussels-France TGV
 Geneva-Med TGV
 France-Germany High Speed (both TGV and ICE)

p 32
P@H from the traveller's side…
P@H ticket details - Eurostar
1
1
The upper part of the Eurostar P@H ticket
contains the exact same information as
current tickets printed on Euronet paper
2
The lower part of the Eurostar P@H ticket
is dedicated to after sales information
3
Booking reference (also known as "PNR“)
3
2
4
2D barcode
5
After-Sales information
5
p 33
4
P@H from the traveller's side…
P@H ticket details - Thalys (1/2)
2
1
3
1
Journey & Booking details
2
Traveller's First and Last name
3
2D Barcode
4
Illustration of the use of P@H tickets
5
After-Sales information
6
Terms & conditions in relation to P@H
4
Note: Thalys calls their P@H tickets
"Thalys Ticketless"
5
6
Next Slide: Zoom on zone
p 34
1
P@H from the traveller's side…
P@H ticket details - Thalys (2/2)
1
2
3
4
5
6
7
p 35
1
Travel Date
2
Departure Time/Station
3
Arrival Time/Station
4
Placement details
5
Fare Information (name) & Class of travel
6
Price in €
7
Booking File Reference (also known as "PNR")
P@H from the traveller's side…
P@H ticket details - "Renfe Direct Connexion" (1/2)
1
The upper part of the Renfe P@H ticket contains
all information usually found on tickets
2
The lower part of the Renfe P@H ticket contains
an extract of the conditions of carriage
3
2D barcodes scanned at time of check-in
1
3
2
Next Slide: Zoom on zone
p 36
1
3
P@H from the traveller's side…
P@H ticket details - "Renfe Direct Connexion" (2/2)
1
2
3
4
5
6
1
Renfe Ticket number, PNR ("Localizador") and Fare Name
2
Route details: origin, destination, date and time of departure/arrival ("Salida" = Origin & "Llegada" = Destination)
3
Placement details ("Coche" = coach, "Plaza" = seat, etc.)
4
Price Information
5
Important warning: "Access to the train closes 2 minutes before departure"
6
Date and time of ticket issuance
Summary
p 38

Introduction

General principles of P@H

How to book P@H tickets in Euronet?

P@H impact on the MTR / Accounting

P@H impact on the After Sales procedures

P@H from the traveller's side…

Advantages of P@H

FAQs & Tips
Benefits of P@H

Great for last minute bookings
No need to send the tickets via courier or post, this saves time and
money

Less ticket stock used, which means you don’t need to constantly
order more from the Paris office.

p 39

If tickets are lost of stolen you can simply re-print them.

Can ticket for clients already overseas.

Hassle free after sales procedure.

Save time on accounting.
Summary
p 40

Introduction

General principles of P@H

How to book P@H tickets in Euronet?

P@H impact on the MTR / Accounting

P@H impact on the After Sales procedures

P@H from the traveller's side…

Advantages of P@H

FAQs & Tips
FAQs
Q: I can't find a "confirm" button when I want to print a Renfe ticket?
A: IT IS NORMAL. Renfe tickets booked through the "Direct Connexion" are only confirmed at the
when you click on "Q for print" or "Print now". Until you hit one of these buttons, seat is not booked
and fare is not guaranteed.
Q: What happens if the email address provided by my client is wrong?
A: Your client will not receive the email containing his tickets and will not be able to travel. It is
therefore very important to properly fill out the email address of your clients to issue P@H tickets.
Q: I don't want my client to see my email address? Can I use the "BCC field"?
A: NO, you cannot use the "BCC" field of the "Print at Home email" box. If you don't want to enter
your email address, you can create another mail address within you company that will receive all
P@H email confirmations. Alternatively, you can always ask that the confirmation email be sent
back to you/your client by Rail Europe's helpdesk teams (see FAQ "What to do if my client lost the
confirmation email?").
Q: Can I put several email addresses in the "CC" field ?
A: NO, this field would only allow ONE unique email address.
p 41
FAQs
Q: What to do if my client lost the confirmation email?
A: No worries, you can resend it to him/her. There here are 2 possibilities:
- If you did put your email address in the "CC" field when you entered the traveller's email address,
you can send it again from your mailbox
- If you did not do that, you have to open a case in myRailEurope ("Commercial questions and
issues" / Type "Others" / Sub-type "P@H issuance")
Q: How can I resend the P@H tickets to my client?
A: There are numerous possibilities:
- For all products except Thalys, you can resend the confirmation email, as it contains the links to
the P@H tickets
- For Thalys P@H tickets, you must ask the RE4A Helpdesk team to resend them to your clients by
opening a case in myRailEurope ("Commercial questions and issues" / Type "Others" / Sub-type
"P@H issuance") and indicating the booking number
- You can also send by email to your client the url of this P@H ticket… You can find this url in the
Pro-Forma Invoice/Booking Summary.
Q: What is the "Print Your Tickets" button?
A: The "Print Your Ticket" button is just an image in which we have incorporated a link to the urls of
the P@H tickets. We created this button to make it more user friendly than clicking on a link.
p 42
FAQs
Q: Do I need to staple the pro-forma invoice in a Rail Europe ticket cover or send covers to
my clients?
A: NO, P@H tickets are issued by the client, on his/her printer, and don't need to be stapled in a
Rail Europe ticket cover. All terms and conditions of the P@H tickets issued on Euronet can be
found on http://www.raileurope.fr/corporate/-Conditions-of-useQ: Do my clients need to validate their tickets in the French stamping machines (like it is
the case for TOD)?
A: NO, P@H tickets do not need to be validated in the French stamping machines. Similarly to
Euronet paper, P@H tickets' paper is too thin and does not fit in the French stamping machines.
p 43
Tips
What do I do if I have this error message?
This error message displays if you selected "PAH" and clicked on "Save" while the
product in your booking was not eligible to P@H

In that case, just click on "Yes". You'll go back to the "Ticketing Options" pop-up
box where you'll need to select a different printing option.

p 44
Tips
Make the most of the P@H eligibility indicator…

Check the P@H eligibility indicator to avoid the error message

Euronet allows you to check whether a product is eligible to P@H or not


p 45
at the time of the product selection (see page 12)
before confirming the booking, in the "Product Description" screen (see below)
Tips
Keep track of the email address of your client…

Use the "Remarks" field of Euronet to store traveller's email address
When you enter the email address of your customer in the "Print at Home email"
pop-up box (see page 17), Euronet does not keep the email address of your client
 In order to store it in the booking, in case you need to contact the client again, you
can store it in the "remarks" field of Euronet

Either when you create the booking
 or when you finish it, by clicking on the "Update Remarks" button

p 46
Thanks for your attention
We wish you successful P@H sales!!!
p 47