INTRODUCTION TO TRAVEL
CONCEPTS AND TERMINOLOGY
Participant Guide
7 November 2007
TABLE OF CONTENTS
Introduction ................................................................................................................................................................. 4
Travel and Tourism Industry: An Introduction ......................................................................................... 5
Objective ..................................................................................................................................................................... 5
Travel and Tourism Industry ....................................................................................................................................... 6
Overview Travel and Tourism ............................................................................................................................6
Module Summary........................................................................................................................................................ 7
Travel-Related Organizations and Associations ..................................................................................... 8
Objectives ................................................................................................................................................................... 8
Travel-Related Organizations ..................................................................................................................................... 9
Module Summary...................................................................................................................................................... 10
Time Zones and the 24-Hour Clock ..................................................................................................... 11
Objectives ................................................................................................................................................................. 11
History of Time Zones............................................................................................................................................... 12
24-Hour Clock ........................................................................................................................................................... 13
Internet Reference Site ............................................................................................................................................. 13
Module Summary...................................................................................................................................................... 14
Codes: City, Airport, Airline, Car, and Hotel Codes .............................................................................. 15
Objectives ................................................................................................................................................................. 15
City, Airport, Airline, Car, and Hotel Codes .............................................................................................................. 15
Hub and Spoke ......................................................................................................................................................... 16
Internet Reference Site ............................................................................................................................................. 16
Module Summary...................................................................................................................................................... 17
Computer Reservation System (CRS) ................................................................................................. 18
Objectives ................................................................................................................................................................. 18
Computer Reservation System (CRS)...................................................................................................................... 19
Different Types of Computer Reservation Systems (CRSs) .................................................................................... 19
SELEX Exception Automation .................................................................................................................................. 21
Internet Reference Site ............................................................................................................................................. 21
Module Summary...................................................................................................................................................... 21
Traveling By Air ................................................................................................................................... 22
Objectives ................................................................................................................................................................. 22
Air Travel: An Overview ........................................................................................................................................... 23
Types of Aircraft .............................................................................................................................................. 23
Booking Class / Classes of Service ................................................................................................................ 23
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Booking Codes ................................................................................................................................................ 25
Airline Codes ................................................................................................................................................... 26
Types of Agreements ...................................................................................................................................... 27
Different Types of Trips ............................................................................................................................................ 28
Different Types of Flights of Breaks ......................................................................................................................... 29
Module Summary...................................................................................................................................................... 30
Airline Policies ..................................................................................................................................... 31
Objectives ................................................................................................................................................................. 31
Overview ................................................................................................................................................................... 32
Passenger Type Codes (PTCs)................................................................................................................................ 36
Types of Tickets........................................................................................................................................................ 39
Fares and Fare Basis Codes .................................................................................................................................... 41
Voids, Exchanges, and Refunds .............................................................................................................................. 43
LTA / PTA / MCO ...................................................................................................................................................... 44
Packages and Schedule Changes ........................................................................................................................... 45
Module Summary...................................................................................................................................................... 46
International Travel Considerations...................................................................................................... 47
Objectives ................................................................................................................................................................. 47
Travel Documentation............................................................................................................................................... 48
Visa ........................................................................................................................................................................... 48
Immunizations ........................................................................................................................................................... 49
Internet Reference Site ............................................................................................................................................. 49
Module Summary...................................................................................................................................................... 49
Cars ..................................................................................................................................................... 50
Objectives ................................................................................................................................................................. 50
Basic Car Types and Services ................................................................................................................................. 51
Basic Car Policies ..................................................................................................................................................... 53
Module Summary...................................................................................................................................................... 54
Hotels .................................................................................................................................................. 55
Objectives ................................................................................................................................................................. 55
Basic Hotel Types and Services ............................................................................................................................... 56
Basic Hotel Policies .................................................................................................................................................. 57
Module Summary...................................................................................................................................................... 57
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Introduction
Welcome to the Introduction to Travel training program. This training program focuses on providing an overview
of the travel industry, city, airlines, car, and hotel codes, 24-hour clock, trips, Computer Reservation Systems
(CRSs), booking and ticketing overviews, airline policies, car information, hotel information, and travel
considerations. After completing this training program, the learner will be able to:
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Identify the guidelines of service excellence in the travel industry.
Provide a brief overview of travel-related organizations and associations.
List city, airline, airport, car, and hotel codes.
Identify hubs and spokes.
Identify the history of time zones.
Define twenty-four hour clock.
Identify the different types of trips.
Define a Computer Reservation System (CRS).
Identify the different types of Computer Reservation Systems (CRSs).
Define SELEX Exception Automation.
Provide a brief overview of airline policies.
Identify basic car types, services, and policies.
Identify basic hotel types, services, and policies.
Identify the importance of international travel considerations, including health, visa, and travel insurance.
The icon below is used throughout the Reference Guide for ease of retention:
Icon
Notes
Apply your knowledge
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Travel and Tourism Industry: An Introduction
Welcome to the world of travel. As long ago as the time of the Roman Republic, rich people used to visit popular
coastal resorts such as Baiae as tourists. The terms tourist and tourism were first used as official terms in 1937
by the League of Nations. Tourism was then defined as people traveling abroad for periods of over 24 hours.
Objective
After completing this module, you will be able to:

Identify the guidelines of service excellence in the travel industry.
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Travel and Tourism Industry
Travel is like no other industry; it is very complex and can sometimes be difficult to understand. It is, however, a
happy, fun industry, and very rewarding. Beginning a career in any industry is a difficult decision. We hope that
you enjoy this part of your training.
Overview Travel and Tourism
Every time a traveler spends one day or night away from home, he / she needs to purchase goods and services.
He / she may be traveling for business, for vacation or leisure, or simply to visit friends or relatives in another city.
What are the goods and services he needs to purchase? It may be an airline ticket, a car rental, or a night’s stay
at a hotel. These goods and services may be obtained before his leaving home, en-route to his destination, or
while at his destination. No mater matter why he is traveling or where he purchases these goods and services,
the people who work in the travel industry provide the things he needs. Some pointers to service excellence in
the travel industry:
Customer Service
One of the most important attributes that you can possess is a genuine desire
to help people. Customers are the reason we are in business. Even if you
have a job that does not have direct contact with the public, you will be
supporting those who do work directly with our customers. Working with the
public is often like being an actor with a very critical audience. Yet, it is very
rewarding too when you can solve a customers issues.
Work Habits
Traveling is often done under pressure and at the last minute. This pressure is often transferred to the travel
professional that must respond effectively and efficiently. The job can be very demanding and require you to
make important decisions and offer advice to your customers.
Self-motivation
A travel professional needs the ability to see what needs to be done and to be able to decide how to accomplish
it. This is an invaluable skill, especially when working without supervision.
Organization
In the travel industry, no two days are alike. There are so many different functions that you will be asked to
perform. You must be able to set priorities, organize your time to accomplish your job responsibilities, and have
the ability to adapt to change.
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Positive Attitude
A positive attitude – sometimes under difficult A circumstances – is a must. Your
success will depend on your ability to handle good and bad days with the same
positive approach. Your customers and co-workers will appreciate this. It would
be less stressful for you to maintain a positive attitude.
Flexibility
The travel industry is very fast paced, and you will need to keep up with the product changes that occur on a daily
basis. The different requests of your management team and your customers will require you to be flexible.
Teamwork
The decisions you make and the way you handle your job responsibilities will
affect many people. Working as part of a team means that you do your job in a
way that enhances the company’s image.
Patience
Patience is a virtue; in the travel industry, it is also a necessity. Customers do not always make up their minds
quickly. Airlines and other vendors have very strict rules and regulations. Your supervisors may make what
seems to you ridiculous demands on your time; and just when you thought you knew it all, every thing changes.
Patience will make your job much easier.
Module Summary
In this module, we have covered the following:

Service excellence tips in the travel industry
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Travel-Related Organizations and Associations
Travel-related organizations and associations cooperate between airlines and air travel providers for promoting
safe, reliable, secure, and economical air services for the benefit of air travel consumers. In addition, some of
these associations maintain ongoing and effective representation and dialogue with the airline industry and
government organizations on a wide variety of issues of concern. Tour operators, travel wholesalers and national
and international travel suppliers, such as airlines, hotels, car rental companies, and cruise and rail lines also
provide valued support and input as allied members to these associations.
Objectives
After completing this module, you will be able to:

Provide a brief overview of travel-related organizations and associations.
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Travel-Related Organizations
Federal Aviation Administration (FAA) is the division of the Department of
Transportation (DOT) that is responsible for airline traffic control, aircraft
certification, passenger safety, and the licensing of pilots.
American Society of Travel Agents (ASTA) is an organization whose members
include travel agents, tour operators, and other travel industry vendors.
International Air Transport Association (IATA) is a conference made up of
several international airlines. It is responsible for inter-airline cooperation in
promoting safe, reliable, secure and economical air services for the benefit of
consumers around the world.
Founded in 1945 in Havana, IATA brings together over 270 airlines, including
the world's largest. Flights by these airlines comprise more than 95 percent of
all international scheduled air traffic. The modern IATA is the successor to the
International Air Traffic Association founded in the Hague in 1919 – the year of
the world’s first international scheduled services.
IATA authorizes agreements between airlines and travel agents for international
ticketing. IATA sets common policy and controls data specifications for all
standard traffic documents used worldwide.
International Airlines Travel Agency Network (IATAN) is responsible for:
 Promoting professionalism
 Administering meaningful and impartial business standards
 Providing cost-effective products, services and educational programs
that benefit the travel industry
It appoints and monitors U.S. Travel agencies for the sale of international travel.
It is made up of several international airlines and is a wholly owned subsidiary
of International Air Transport Association (IATA). The IATAN Registration
program offers several highly desirable services:
 It helps agency staff receive industry concessions.
 The IATAN Travel Agent ID Card is the key to industry recognition, and
is part of a worldwide program. It identifies US Airline Appointed
Agency and Travel Sales Intermediary (TSI) Agency personnel.
 This photo ID contains the agents’ name, Verification # (VER#), the
name of the agency, its numeric code, service date, position and other
information. Professional travel agents have embraced the IATAN
Travel Agent ID Card as an internationally recognized means of
personal identification. This is a growing program in both the agency
and supplier sectors of the industry.
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Airline Reporting Corporation (ARC) is a corporation jointly owned by most U.S.
Airlines. Many non-owner carriers, both domestic and foreign also participate in
the ARC program. Any airline (or railroad) is eligible to use ARC’s services upon
signing a Carrier Services Agreement and meeting ARC’s requirements. At the
end of the second quarter of 2001, ARC had 37,317 accredited travel agency
locations (travel agent retail and satellite ticket printer (STP) locations), 91 ARC
accredited corporate travel departments (CTD), 134 participating air carriers,
and 3 participating railroads. ARC appoints (approves) new travel agencies for
the sale of domestic airlines tickets. ARC is also responsible for monitoring
travel agency standards of operation. ARC supplies ticket stock, assigns ticket
numbers to travel offices. The offices must comply with strict security
procedures specified by ARC. ARC has the power to close a travel agency for
failure to follow specified operating regulations. Money from domestic and
international airline tickets, as well as from certain railroads, sold by travel
agencies is collected by ARC and is then distributed to the appropriate airline or
railroad, through the corporations Area Settlement program.
Apply Your Knowledge
Settlement Processing Services (SPS) is the TRX Department that manages the relationship of
TRX with ARC. This department falls under the TRANXACT Solution and is managed by Rita
Anderson, Manager Settlement Processing.
Module Summary
In this module, we have covered the following:

Travel-related organizations and associations
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Time Zones and the 24-Hour Clock
A time zone is a longitudinal strip of the Earth's surface, stretching from pole to pole and sharing the same time of
day or night. We have 24 hours in a day. Therefore it seemed logical to allow for time changes on an hourly
basis. In practice, however, the zone boundary lines are drawn to accommodate political units as a number of
countries differ considerably from international practice in time designation. As the time zones extend around the
world, the 24th zone has to lie next to the first one.
Objectives
After completing this module, you will be able to:
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
Provide a brief overview of the history of time zones.
Define twenty-four hour clock.
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History of Time Zones
Before the late nineteenth century, time keeping was essentially a local phenomenon. Each town would set
official time on their clocks according to the motions of the sun and the citizens would set their watches and
clocks accordingly. However, because of the nature of how local time was kept, the railroad companies
experienced major problems in constructing timetables for the various stops. Timetables could have only become
more efficient if the towns and cities adopted some type of standard method of keeping time.
In 1878, Sir Sanford Fleming, a Canadian, suggested a system of worldwide time zones that would simplify the
keeping of time across the Earth. Fleming proposed that the globe be divided into 24 time zones, each 15
degrees of longitude in width. Since the world rotates once every 24 hours on its axis and there are 360 degrees
of longitude, each hour of Earth rotation represents 15 degrees of longitude.
In 1884, an International Prime Meridian Conference was held in Washington D.C. to adopt and standardize the
method of time keeping and determined the location of the Prime Meridian. It was agreed that the longitude of
Greenwich, England would become zero degrees longitude and the 24 time zones were established relative to the
Prime Meridian. It was also proposed that the measurement of time on the Earth would be made relative to the
astronomical measurements at the Royal Observatory at Greenwich. This time standard was called Greenwich
Mean Time (GMT).
The Universal Time Coordinate (UTC) has replaced GMT as the standard legal reference of time all over the
world in 1972. UTC is determined from six primary atomic clocks that are coordinated by the International Bureau
of Weights and Measures (BIPM) located in France.
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24-Hour Clock
Almost all airline tickets that are issued outside of the United States indicate departure times in the 24-hour clock.
Using the 24-hour clock avoids confusion and reduces errors on identifying AM and PM. The 24-hour clock is
always portrayed in four digits, to include both hours and minutes. The cycle begins at one minute past midnight
(0001), progressing through the day and ending at midnight (2400). Morning hours are easy to determine. For
PM times, the simplest thing to do is add 1200 so they become the corresponding PM time.
To convert the 24-hour clock back to the 12-hour clock, just subtract 1200 from the PM time.
Internet Reference Site
To know more about time zone conversions discussed in the sections above, please visit:
http://www.onlineconversion.com/timezone.htm
http://www.timeanddate.com/worldclock/converter.html
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Apply Your Knowledge
The TRX offices globally are in the following time zones:
Americas
 Atlanta, Georgia – Eastern Time (EST)
 Dallas, Texas – Central Time (CST)
 Milton, Florida – Central Time (CST)
 Tysons Corner, Virginia – Eastern Time (EST)
Asia
 Bangalore, India – India Standard Time (IST)
Europe
 Berlin, Germany – Central European Time (CET)
 Leicester, United Kingdom – Greenwich Mean Time (GMT)
Module Summary
In this module, we have covered the following:


History of time zones
Twenty-Four Clock
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Codes: City, Airport, Airline, Car, and Hotel Codes
In aviation’s early days, airlines simply used the local weather station’s two letter code combinations. In the
1930s, the rapid boom of the aviation industry taxed the two letter code designators prompting existing airports to
add a third letter (most commonly the letter X) to expand the pool of airport designators.
At present, a lot of two and three letter codes are used in the travel industry. Airports, cities, airlines, car
companies, and hotels are identified by a two or three letter code. In this section, we would familiarize with city
and airport codes.
A volume of traffic and flights are monitored by Traffic Controllers everyday. Tons of cargo and baggage are
tagged and carried by baggage handlers day in and day out. In addition to maintaining this data, there are
millions of flight data processed by pilots, travel and airline agents daily. It therefore makes the use of codes
convenient and efficient. For example, truncating Detroit Metropolitan Wayne County Airport or Detroit to DTW.
Objectives
After completing this module, you will be able to:
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List city codes.
List airport codes.
List airline codes.
List car codes.
List hotel codes.
Identify hubs and spokes.
City, Airport, Airline, Car, and Hotel Codes
There are three different ways that city / airport codes can be derived:
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The first 3 letters of the city
3 letters taken from the city and/or state
3 letters partially derived from the city name or the airport name.
Refer to the comprehensive code reference list [Jobaid_Code_Reference_List_012907.doc] handed to you.
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Hub and Spoke
A Hub is an airport at a geographical center of an airline’s route and generally includes administrative offices and
maintenance facilities. Hubs are airports used as bases through which the airline routes most of its traffic. Flights
from other cities (these are the spokes) are routed to the hub. Passengers from the spoke flights are combined
with passengers from the hub and other spoke flights, and transported to a common destination. These shorter
flights are more economical for the airlines to operate, and afford the airline a more comprehensive route
structure. The following table presents the major hubs in North America:
Airline
Airline Code
Hub Code
Hub
AirTran Airlines
Alaska Airlines
FL
AS
America West
HP
American Airlines
AA
American Trans Air
Continental Airlines
TZ
CO
Delta Airlines
DL
Northwest Airlines
NW
Southwest Airlines
WN
United Airlines
UA
US Airways
US
ATL
SEA
ANC
LAX
PHX
LAS
DFW
MIA
ORD
JFK / LGA
BOS
MDW
IAH
CLE
EWR
ATL
DFW
MSP
DTW
MEM
DAL
PHX
OAK
ORD
SFO
LAX
IAD/DCA
PHL
CLT
PIT
Atlanta
Seattle
Anchorage
Los Angeles
Phoenix
Las Vegas
Dallas / Fort Worth
Miami
Chicago / O’Hare
NYC
Boston
Chicago/Midway
Houston/Intercontinental
Cleveland
Newark
Atlanta
Dallas / Fort Worth
Minneapolis
Detroit
Memphis
Dallas / Love Field
Phoenix
Oakland
Chicago / O’Hare
San Francisco
Los Angeles
Washington DC
Philadelphia
Charlotte
Pittsburgh
Internet Reference Site
To know more about codes discussed in the sections above, please visit http://www.world-airport-codes.com/.
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Module Summary
In this module, we have covered the following:
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City codes
Airport codes
Airline codes
Car codes
Hotel codes
Hubs and spokes
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Computer Reservation System (CRS)
What is a reservation?
In airline terminology, a reservation is a journey where seats have been blocked, but the purchase is not
complete. It is the process of blocking space in a particular airline for a passenger. In the process, the
passenger’s name, destination, date of travel, and other crucial information is taken into consideration.
A sample PNR as seen on the CRS:
A Computer Reservation System (CRS) is the primary reference of the travel professional. A CRS is a
storehouse of information on fares, flight schedules, railroads, cruises, world weather, international
documentation, and travel advisories. A CRS is also known as a Global Distribution System (GDS).
Objectives
After completing this module, you will be able to:



Define a Computer Reservation System (CRS).
Identify the different types of Computer Reservation Systems (CRSs).
Define SELEX Exception Automation.
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Computer Reservation System (CRS)
Computer Reservation Systems (CRSs) also called Global Distribution System (GDS) provide complete, current
information on airlines, car rental companies, and hotel properties. These computer programs allow travel
professional to access availability and make bookings for their clients. Using a CRS, one can process airline
reservations and issue airline tickets.
Different Types of Computer Reservation Systems (CRSs)
The four major CRSs in North America are:
Apollo / Galileo® – Apollo Travel Service, a division of Galileo International,
controls the Apollo computer reservation system and is associated with
United Airlines.
SABRE – Semi- Automated- Business- Research- Environment is associated
with American Airlines. This CRS has a number of excellent programs to
offer.
Amadeus – Provides a comprehensive and forward-looking range of services
to its subscribers. The Amadeus System is an essential sales tool for travel
professionals round the world. Some 182,000 travel agency terminals
connect to Amadeus.
 Founded in 1987; fully operational since 1992
 Publicly listed company since 1999
 Three founder airline shareholders currently hold 59.92% of the
company: Air France (23.36%), Iberia (18.28%) and Lufthansa
(18.28%)
 Remaining shares held publicly
Worldspan – Owned by Affiliates of Delta Air Lines, Inc. 40%, Northwest
Airlines 34%, and American Airlines, Inc. 26%. Worldspan is the world’s
leading processor of Internet travel agency bookings, managing more than
50 percent of all online bookings worldwide.
Apollo
United Airlines designed Apollo in 1976. In 1997, Galileo International Inc
bought the Apollo Reservation System. Galileo is also known as the Apollo
system in North America and Japan.
Apollo is a total access system, which enables users to offer instant
confirmations for airlines worldwide. Apollo’s advanced technology puts all
the necessary information at ones fingertips.
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Abacus was founded in 1989. The Abacus core GDS functions provide
complete travel-related information about schedules, availability, fares and
related services, which can be quickly retrieved through a series of
keystrokes. Seat reservations are made, airline tickets are issued and an
entire spectrum of passenger information is recorded in just a few minutes.
Beyond this, services from many different types of travel suppliers such as
hotels, car-rentals, railways, can also be provided and booked.
Abacus has now merged with Sabre to increase its scope of operations.
Apply Your Knowledge
Starke Jernigan, Ryan McCoy and Shawn Dooley work in the TRX GDS department in Atlanta
and take care of all GDS-related queries like obtaining certificates, logins and other related
matters.
Queues
Queues can be termed as electronic filing systems. Queues are computer files in which PNRs
or messages that require to be processed are stored. On each queue, each file is classified
based on certain functionality and is further categorized into categories and date ranges.
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SELEX Exception Automation
SELEX Exception Automation is a standalone front office GUI application built for Expedia. It can interact with
two Global Distribution Systems, Sabre and Worldspan. It enables the front-office executive to make changes to
reservations created on Expedia's Website. It assists in processing exchanges, cancellations, or refunds that the
front office team receives over phone calls. It enables focus on customer service, as knowledge of cryptic GDS
commands is not necessary. The GUI of SELEX EA reduces training time by remarkable measure.
SELEX Exception Automation can also work in conjunction with SELEX Agent Desktop. SELEX Agent Desktop
focuses on initial bookings and reservations, SELEX Exception Automation focuses on modifications to existing
bookings, such as exchanges, refunds, voids, schedule changes, and lost ticket applications.
Apply Your Knowledge
Sarah Hartman is the Solution Manager for SELEX Exception Automation.
Phil Manzi, Manager TPS
Internet Reference Site
To know more about CRSs discussed in the sections above, please visit:
www.galileo.com
www.sabre-holdings.com
www.amadeus.com
www.worldspan.com
Module Summary
In this module, we have covered the following:



Computer Reservation Systems (CRS)
Different types of Computer Reservation Systems (CRSs)
SELEX Exception Automation
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Traveling By Air
Objectives
After completing this module, you will be able to:
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


Identify types of passenger aircraft.
Identify booking classes / classes of service.
Identify booking codes.
List airline codes.
Define types of agreements between airlines.
Define the different types of trips.
Define the different types of flights and breaks.
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Air Travel: An Overview
Types of Aircraft
There are mainly two types of passenger aircraft:
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Jet aircraft: Jet aircraft are powered by jet engines or jet propulsion. Jet aircraft are used for longdistance travel.
Turbo Propeller aircraft: Turbo propeller aircraft are powered by turbojet engines or fuel-efficient
turbofans. These aircraft are used for covering shorter distances between cities and also in cities where
the topography, etc. limit the length of the runway.
Commuter aircraft: Commuter aircraft are used for 19 or fewer passengers and operate over short
distances as regulated by national and international permissions.
Booking Class / Classes of Service
There are only three sections (and sometimes only two) of a plane: First, Business, and Coach / Economy.
These are referred to as First class, Business class, and Coach class. When flights are booked in a reservation
system, they are booked in a specific class of service for the section of the plane that was requested. The
passenger always has a choice of what section of the plane to sit in, but what section they choose will have an
effect on the price (fare) of their ticket. Now, since there are only three sections of a plane, you would think that
there are only three fares that the customer can be charged. There are many different fares for every flight. The
fare depends on many factors, one of which is the class of service.
First Class
First class seating is generally located right behind the cockpit of the aircraft. The seats in First Class are wider
than coach class. They also have wider armrests between the seats so that people are not sitting so close to
each other. Complimentary alcoholic and non-alcoholic beverages and meals are served to First Class
passengers. The meals are usually a little more substantial than the meals served in coach class. First class
passengers also receive complimentary headsets if a movie is shown on the flight. On long (usually overseas)
flights, some airlines offer fully reclining seats that allow passengers to rest more comfortably.
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Classes of Service
P
F
A
First class Premium
First class Jet
First class Discounted
Business / Executive Class
Business class is normally located directly behind the First class section of the plane. It is designed for the
business traveler. The seats are bigger than those in coach class are and there is plenty of room to do paperwork
or work on the computer. Complimentary drinks and meals are served in this section. Not every plane has a
Business class section. Usually, overseas and transcontinental flights will have a Business class section.
Classes of Service
J
C
D
Business class Premium
Business class
Business class
Discounted
Coach / Economy Class
This is the largest section of the aircraft. The seats in this section are narrower than those in First or Business
class. Complimentary non-alcoholic beverages and (sometimes) light meals are served. Alcoholic beverages are
sold and headsets can be rented for a fee.
Classes of Service
Y
B
M
H
Q
K
L
Full coach – not
restricted
Coach class – (usually)
not restricted
Restricted Coach class
Airlines differ in the use of booking codes to define their fare structure. The booking class indicates whether the
fare is discounted or not.
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Booking Codes
While there are only three sections of the aircraft, there are many booking codes in which a traveler can be
reserved. There are several booking codes for the coach section of the aircraft. Each booking code corresponds
to a different fare. Therefore, passengers may pay different fares for their ticket even though they are sitting right
next to each other. The first step in understanding the different fares is to know about the booking code
hierarchy. Generally, the codes listed first (reading from left to right) are the most expensive. As you move to the
right, the fares get less expensive.
Example:
1
DL 1202
F3 C0 Y9 B9 H9 Q7 K4 L0
DL1202 offers booking codes F, C, Y, B, H, Q, K and L. The numbers following each booking code indicate the
number of seats available to sell for that particular code. A9 indicates nine or more seats are available to sell at
that code. Any number less than 9 indicates only those many seats are available to sell at that code.
The screenshots below show all the different classes of service that a customer can book in the coach section of
an airline. It should be noted that two passengers may pay different fares for their respective tickets even though
they may be sitting next to each other.
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Airline Codes
Introduction To Travel
Concepts and Terminology
Airline
Airline Code
AirTran Airlines
Alaska Airlines
America West
American Airlines
American Trans Air
Continental Airlines
Delta Airlines
Northwest Airlines
Southwest Airlines
United Airlines
US Airways
FL
AS
HP
AA
TZ
CO
DL
NW
WN
UA
US
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Types of Agreements
Alliance Partner Groups
Alliance partners are carriers that participate with a primary airline or alliance in a publicly recognized commercial
relationship while being marketed under a single brand or name. By participating in this kind of partnership,
airlines expand their flight offerings to cities they do not fly to themselves. Usually the parent airline handles
booking and baggage at all points in an itinerary to benefit the passenger. Alliance partner services can include,
but are not limited to:




Frequent traveler mileage accrual
Reciprocal access to alliance partner airport facilities and other amenities
Code Share flights
Redemption
The popular Alliances existent today are as follows:



Star Alliance
Skyteam
Oneworld
Codeshare
An agreement between two airlines in which one airline owns the flight number
and markets the flight, and the other airline operates the plane. The first airline
is known as the "marketing carrier" and the second airline is known as the
operating carrier. These airlines validate tickets on each other’s planes without
any restrictions. Code sharing allows the carriers to expand their scope of
service and fly to many more destinations without having to increase the size of
their fleet. It is a win-win situation for all parties involved.
Interline Practices
This is an agreement between two or more airlines to facilitate the carriage of passengers and cargo, transfer of
baggage, and ticketing. For example, a customer could begin a trip with TWA and then connect to a Northwest
flight. These interline agreements allow baggage to be automatically transferred from one airline to another.
These agreements also allow one ticket to be issued for flights on different airlines. However, not all airlines
participate in these agreements so this has to be checked before a ticket is issued for flights on more than one
airline.
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Different Types of Trips
A trip is an entire flight itinerary and all of the flights in that itinerary. A segment, or leg, is a portion of a journey
between two consecutive stops. One itinerary can have many segments, or it can have only one.
Let’s take a look at the different types of trips.
One-Way Trip – A trip that begins in one city and ends in another.
Round Trip – A trip that begins and ends in the same city. Technically, when the term is used for faring
purposes, the return trip must be a mirror image of the outbound trip, with same airline, same routing, and same
class of service.
Circle Trip – A trip that involves at least three different flights, and returns to the point of origin.
Open Jaw Trip – A circle trip with a leg missing. The passenger returns to a different city (other than the origin),
or departs from a city that was not one of their destinations.
or
ARUNK – ARUNK is an acronym for Arrival Unknown. ARUNK is used to indicate a surface sector in a PNR
when the passenger has made his / her own arrangements between cities in an itinerary.
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Different Types of Flights of Breaks
Let’s take a look at the different types of flights.
Non-Stop Flight – A flight that makes no stops
Direct Flight – A flight that makes a stop en route, but continues on to the destination without a change in planes
(equipment). For example, DL293 flies from Atlanta to Los Angeles. This flight makes a stop in Dallas before
continuing on to Los Angeles. Passengers do not have to get off the plane in Dallas to get to their destination.
Connection Flight – A flight that hooks up to another flight to get the passenger to his / her destination. A
domestic connection is 4 hours or less between two flights and an international connection is 24 hours or less.
On a ticket, or in a PNR, an X by the city code indicates a connecting flight. For example, a customer wants to go
from Atlanta to Honolulu on American Airlines. AA does not have one non-stop flight that will take the customer
directly from Atlanta to Honolulu, so they have to use 2 flights to get the customer to his / her destination.
A connection flight where the passenger stays on the same airline is considered an on-line connection flight.
When more than one airline is used between the origin and destination cities, the connection flight is considered
an off-line or inter-line connection flight.
Stopover – A voluntary break in travel that is 4 hours or more for domestic flights and 24 hours or more for
international flights. It is a stop at an intermediate point before continuing on to another destination. In a PNR or
on a ticket, an O next to the airport code indicates a stopover. If the stopover is overnight, it is usually called a
Layover.
Layover – A stop on a trip, usually overnight and usually associated with a change of planes or other
transportation.
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Module Summary
In this module, we have covered the following:







Types of passenger aircraft
Booking classes / classes of service
Booking codes
Airline codes
Types of agreements between airlines
Different types of trips
Different types of flights and breaks
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Airline Policies
Airline policies are guidelines with respect to booking and service information, airline agreements, passenger
programs, passenger-related issues, ticket types, fare information, refund information, travel packages, and so
on.
Objectives
After completing this module, you will be able to:









Define frequent flyer programs.
Define travel considerations for children and infants, pets, and special requirements.
Identify security, check-in, and baggage policies.
Identify Passenger Type Codes (PTCs).
Identify the types of tickets.
Identify fares and Fare Basis Codes.
Define voids, exchanges, and refunds.
Define LTA / PTA / MCO.
Define packages and schedule changes.
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Overview
Frequent Flyer Programs
These are programs set up to lure travelers to book on a particular airline on a regular basis by offering them
awards.
The more a customer travels on a specific airline, the more miles he / she accumulates and more awards can be
earned. Hotels, car rental companies, credit card companies, and almost any company that is associated with the
travel industry provide some type of loyalty program. After a passenger has accumulated the required amount of
miles, these can be redeemed towards purchasing an award ticket. The airline Frequent Flyer numbers can be
entered into the Facts Field of a PNR. Car and Hotel frequent traveler programs can be put into the car or hotel
reservation itself. Some of the popular mileage programs of airlines are:











Delta: Skymiles
United Airlines: Mileage Plus
American Airlines: AAdvantage
Northwest: WorldPerks
Continental: OnePass
British Airways: Executive Club
Lufthansa: Miles & More
Singapore Airlines: Krisflyer
Qatar Airways: Privilege Club
Emirates: Skywards
Air India: Flying Returns
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Children and Infants
The ages of consideration for children and infants are:


CHILD = ages 2-11 (for air travel)
INFANT = under age 2
Unaccompanied Minor – is a child over the age of five (or eight depending on the airline) who is traveling without
an adult. Special arrangements have to be made directly with the airline to ensure the child’s safety. This
includes providing the airline with the name, address, and telephone number of the person dropping off and
picking up the child.
An infant can travel free of charge on an American domestic flight if he / she
doesn’t require a seat (sit on a parent’s lap). No reservation is needed for an
infant sitting on a parent’s lap, but the airline still needs to be notified of this.
On international flights, an infant is charged 10% of the paying adult’s fare or
just the tax of an adult fare (depends on the airline and destination).
Pets
Many passengers inquire about bringing their pet with them on a flight. Passengers can bring an animal with
them, providing they follow the airline guidelines.


The airline must have space for the animal.
Many passengers want to bring their pet onboard. Some airlines allow this and some do not. Small
domestic animals may be transported on domestic flights for a fee.
The pet can travel:


In the Cabin – Normally warm blooded and domesticated household pets are accepted in an aircraft cabin
provided the pet is at least 8 weeks old. A standard kennel, not greater than 10 inches that fits under the
seat in the row in front, where the pet must be able to comfortably stand up and turn around is allowed.
The pet must stay in the kennel for the duration of the flight. Most airlines permit one pet per cabin and
space should be blocked at the earliest.
In the Cargo Hold – Pets may not be included in free baggage allowance and are subject to a carrying
charge. Kennels that are more than 10 inches high will be transported in the cargo hold. The cargo hold
is pressured to accommodate the pet. Some airlines, during summer months do not accept pets as
checked baggage due to extreme heat and pressure. This period is known as embargo. The passenger
should check with the airline for their restrictions.
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Special Needs
Many passengers have special requests and the airlines are happy to accommodate them if possible. Some of
the requests are for special meals based on health and religion – Kosher, Vegetarian, Diabetic, etc. This type of
request can be put in the SSR field of the PNR and must be done directly with the airline. Some passengers with
special needs are as shown below:








Unaccompanied Minors
Pregnant Women
Passengers occupying two seats.
Passengers requiring supplemental oxygen
Passengers requiring a wheelchair or stretcher or syringes for medical needs
Runaway Minors
Prisoners or Refugees
Passengers with disabilities
The Air Carrier Act prohibits discrimination based on handicap in air travel and requires air carriers to
accommodate the needs of passengers with disabilities.




The airline cannot refuse to transport a passenger based on a disability. They cannot limit the amount of
seats sold on a flight to passengers with disabilities and they cannot discriminate against any passenger’s
condition, even if it may offend, annoy, or be an inconvenience to crewmembers or other passengers.
Carriers may require up to 48-hours notice if the passenger needs special equipment such as oxygen or a
room to accommodate a stretcher.
Airlines cannot keep anyone out of a seat or require someone to sit in a particular seat based on a
handicap except as an FAA safety rule. For example, exit row seating is restricted to persons who can
perform a series of functions in an emergency.
Most airlines will not bump passenger who have a physical restriction; the airline will do everything
possible to make sure that a disabled traveler gets on, and stays on the flight they have reserved.
Other services and accommodations that are required by the airline are to provide assistance with boarding,
deplaning, and making connections.



Most airlines permit service animals such as seeing eye dogs to travel in the passenger cabin at the feet
of the owner. There is usually no fee involved.
Most airlines do not require that a self-sufficient passenger travel with a companion or have a doctor’s
certificate.
Airlines often do offer discounted fares for an attendant or companion to travel with the disabled
passenger.
Seat Assignment
Seat Assignment is a service that allows a passenger to choose a specific seat before boarding a flight. A
passenger can choose between an aisle seat and a window seat. Although reservations (a seat or space) are
confirmed, there are times that seat assignments are not confirmed until you get to the airport.
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Security Policies, Check-in, and Baggage
Airlines have increased security measures following recent security threats. It is advisable to arrive early at the
airport, if the passenger needs to check in heavy baggage or register for special needs. Passengers should carry
valid identification proof, tickets, and boarding passes. Passengers should not be intimidated by additional
security checks.
At an airport, check-in is normally handled by the airline. In case a passenger is carrying hand baggage only, he /
she can check-in directly. Airlines now offer:




Check-in through the Web, kiosks, or telephone if you have a confirmed seat and plan to travel with hand
baggage only
Check-in at the city office of an airline
Check-in for return flights if they are operating the same day or the next
Check-in for connecting onward flights.
Check-in procedures vary per airline, and occasionally the same airline at two separate airports may have
different check-in procedures due to security restrictions or other factors.





Baggage is allowed in the luggage compartment as well as in the cabin. However, a passenger needs to
comply with the regulations.
All baggage needs to be checked through an X-Ray machine at the airport. Each airline has their
respective baggage allowance specifications and excess baggage charges apply for all carriers. Hand
Baggage restrictions have been revised in view of the security concerns and Government directives.
In order to ensure safety of aircraft and passengers as well as the convenience of fellow passengers, only
one piece of cabin baggage of specified dimensions can be carried in the cabin.
Due to security requirements passengers may be asked to physically identify their checked baggage
before boarding.
Despite all efforts to transport the baggage along with passengers, there may be stray cases of nonreceipt of baggage or occasional damage during transportation.
Please note that the liability of all airlines in case of mishandling is restricted and all IATA airlines follow
the principle of limited liability. Items of value like currency, precious metals, jewelry, negotiable
instruments, securities and personal identification documents are best carried in cabin baggage or in
person, as the airline has no liability for the same.
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Passenger Type Codes (PTCs)
A Passenger Type Code (PTC) in the Passenger Name Record (PNR) provides information about the passenger.
The passenger type select option will be used when there is a need to override the existing PTC in the PNR.
When the issuing agent specifies a fare related classification other than adult, the issuing agent assumes
responsibility for ensuring that the passenger meets all applicable sales restrictions set forth by the Airline.
Certain PTCs, such as CHD, SRC, GVT, FFY, etc., alter the standard data and have certain sales restrictions
such as age, form of payment, possession of a valid frequent flyer identification card, sales location that can only
be enforced by the ticket issuer at the time of ticketing. The ticket issuer is responsible for ensuring that the
passenger meets all applicable qualifications.
Refer to the table below for PTCs:
Passenger Type Code (PTC)
Code
Definition
ACC
ADT
AGT
ANN
ASB
ASF
AST
BLD
BRV
BUD
CCH
CCM
CDT
CEV
CLG
CMA
CMM
CMP
CNN
Accompanied Passenger
Adult
Agent
Companion with age restrictions
Standby Passenger
Air-sea Fare
Airline Staff Standby
Blind
Bereavement
Airline Buddy Standby
Abonnement Subscription for French Territory
CARD CARRYING MEMBER
Abonnement Subscription for French Territory
Evasion Fares
Clergy
Adult with companion
Commuter
Companion
Accompanied Children (Max. 11 years of age)
Numbers can be used in place of NN (C08)
CNV
CPN
CSB
CTZ
DIS
DOD
EMI
ENN
FFY
FNN
GCF
GCT
GDP
GEX
Introduction To Travel
Concepts and Terminology
*CHD* prints on the ticket
Convention
Coupon Discount
Child Standby
Category Z
Person with Physical Disability
Department of Defense
Emigrant
Group Inclusive Tour Child
Frequent Flyer
Family Plan Child
Government Contract
City / County Government Travel
Government Employee Dependent
Government Exchange
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Code
Definition
GGV
GIT
GNN
GRP
GSP
GST
GVT
HNN
Government Traveler
Group Inclusive Tour
Group Child
Group
Group Student Party
State Government
Government Travel
Child
CHD prints on TKT age 02-11 years
SP Active
Discount CH
Head of Family
Incentive Certificates
Infant without Seat
Individual Inclusive Tour Child
Infant with Seat
Individual inclusive tour
Adult bulk rate
Journalist of European Committee
Journalist of European Parliament
Child Bulk Rate
Laborer Fare
Laborer / worker infant
Laborer / worker child
Military charter
Spouse, dependent children, and immediate family
members of Military Personnel
Patients traveling for medical treatment
Military Confirmed
Military Reserve on Active Duty
Missionary
Military Child
Military Parents / Parents in Law
Retired Military and Dependents
Military Standby
Multi State Government
Military / DOD based in USA
Military / DOD not based in USA
NATO
NEG
Passenger occupying two seats
Adult Charter
Adult Contract
Private Fares
Private Fares
Pilgrim Fares
Child Charter
Private Fares
Promotional Fare
Military recruit
Refugee
HOF
ICP
INF
INN
INS
ITX
JCB
JEC
JEP
JNN
LBR
LIF
LNN
MCR
MDP
MED
MIL
MIR
MIS
MNN
MPA
MRE
MSB
MSG
MUS
MXS
NAT
NEG
OTS
PCR
PFA
PFI
PFN
PIL
PNN
PPE
PRO
REC
REF
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Code
Definition
SCC
SDB
SEA
SNN
SPA
SPH
SPS
SRC
STR
STU
TNN
TUR
UNN
UNV
VAC
VAG
VNN
WEB
XEX
YCB
YCR
YNN
YSB
YTH
ZED
ZNN
Senior discount companion
Student standby
Seaman
Senior Citizen with Multiple Age Requirements
Accompanying Spouse
Spouse Head of Family
Spouse
Senior citizen
State resident
Student
Frequent Flyer Child
Tour Conductor
Unaccompanied Child
University Employee
Visit another Country Adult
Group Visit another Country Adult
Visit another Country Child
Internet Fare
Pilgrimage Fare - Saudi Arabia
Senior Citizen Standby
Youth Charter
Government Travel Child
Youth Standby
Youth Confirmed
Zonal Employee Discount
Group Visit another Country
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Types of Tickets
Air ticket is an essential part of air travel, yet it has become a common everyday document to the travelers.
There are different types of ticket formats that are standardized in accordance to the International Air Ticket
Association (IARA) format. There are three major types of ticket formats that are offered and sold.
Off-Premise Transitional Automated Ticket (OPTAT)
OPTAT is an Off-Premise Transitional Automated ticket sold mostly through International Air Transport
Association (IATA)-licensed Travel Agencies. It is a standard universal travel document that is issued by airlines
to passengers.
The ticket is in a format of four flight-coupons. The valid segment of the journey in the coupon is highlighted by a
brighter color against the other invalid portion segment. The valid flight coupon segment will be taken upon
check-in according to the routing portion of the journey. The ticket also consists of light coupons, passenger
receipt coupon and the cover, which are attached with notices as well as other information related with the air
passage.
Automated Ticket / Boarding Pass (ATB)
Automated Ticket Boarding Pass or ATB is an airline ticket stock with a series of cards that print the control, flight,
seat assignment and passenger data. It consists of valid flight coupons per sector and the passenger receipt.
ATB2 is an ATB with a magnetic stripe. The principal carrier issues an ATB. An ATB has two portions, the flight
coupon (left side) and the passenger coupon (left side), which can be used as boarding pass, both separated by a
perforation. The passenger receipt shows the complete itinerary and various ticketing data on the coupon and
can be retained by passengers.
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Electronic Ticket (E-Ticket / ET)
In principal an e-ticket is the same as an Off-Premise Transitional Automated Ticket (OPTAT) or Automated
Ticket / Boarding Pass (ATB). The major difference is that all the ticketing data is stored electronically. The
Electronic Ticket (e-ticket / ET) format is a paperless ticket. Another difference is that upon check-in the flight
coupon is provided electronically. E-ticket has many advantages compared to the other types ticket formats and
will gradually replace the two other formats in the future.
Conjunctive Tickets
Conjunctive tickets are two or more tickets issued on the same itinerary for the same passenger. It is a
continuation of the itinerary of the previous ticket. Conjunctive tickets may contain up to four ticket numbers. The
conjunctive ticket indicator is a dash ( - ), and is placed after the coupon numbers of the first conjunctive ticket,
followed by the last three digits of the last conjunctive ticket number. The last conjunctive ticket number does not
require check digit or coupon numbers. An example of a conjunctive ticket (highlighted) is given below:
*A«
1.1BLEVINS/CHERISEN*ADT 2.1FALLON/ANITAL*ADT
1 OTH ZZ 03JAN Q GK1 INFO/RETENTION
TKT/TIME LIMIT
1.T-A/VOIDED.BY.XSCRIPT
PHONES
1.LAS404-728-8787-A EXPEDIA TRAVEL/1161727
2.LAS1-816-313-1487-H
3.LAS816-313-1487-EMERGENCY CONTACT
CUSTOMER NUMBER - 931000
INVOICED
PRICE QUOTE RECORD EXISTS
GENERAL FACTS
1.OSI YY TKNO 0017815741086-87 07FEB 1752
2.OSI YY FBC-QR3QNR//AA 2035 Q 13FEB
3.OSI YY FBC-QR3QNR//AA 5 Q 13FEB
4.OSI YY FBC-ZFLYAQ//AQ 48 Z 13FEB
5.OSI YY FBC-ZFLYAQ//AQ 247 Z 17FEB
6.OSI YY FBC-QR3QNR//AA 28 Q 17FEB
7.OSI YY FBC-QR3QNR//AA 1608 Q 17FEB‡
*P6«
RECEIVED FROM - 5MWA
5MWA.5MWA*AAS 1651/07FEB07 GGUBVH H
Ticketless Travel
Ticketless travel is accelerating as more passengers are boarding an airplane without a paper document in hand.
Instead, passengers claim their reservation at the airport, showing a credit card and picture identification at the
check-in counter to receive a boarding pass. Ticketless travel is now accepted by most airlines domestically and
internationally as well. Interline electronic tickets are being developed to make it easier to adapt to complicated
itineraries.
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Fares and Fare Basis Codes
Unrestricted Fares and Restricted Fares
Based on booking classes, fares can be divided into two categories:
1. Unrestricted or Normal Fares
2. Restricted or Excursion or Special or Discounted Fares
An unrestricted fare is a higher fare for a ticket offering maximum flexibility. Typically, unrestricted fares require
no advance purchase, no Saturday night stay, no roundtrip purchase, and are fully refundable without penalty or
fee.
Restricted fares available between city pairs that require an advance purchase, minimum and maximum stay, are
non-refundable, have change fees that apply, routing restrictions, and require that the same carrier be used in
both directions. In short, there are certain restrictions to be followed if these fares are to be availed.
Fare Basis Codes
A fare basis code consists of two basic elements – the booking code and applicable fare elements. Together,
they make up a fare basis that will be up to but no longer than eight (8) characters in length. The booking code
refers to the letter representing the class of service in which the fare has been published and the inventory that
you will use to confirm the booked flight segment.
In general, the following table lists the most commonly used booking codes and the classes of service they
represent.
P, F, A
J, C, D
Y, S, W
B, H, K, L, M, N, Q, T, V, X
First Class
Business Class
Economy /Coach - Unrestricted
Economy / Coach - Restricted
Caution should be used as there are some markets on some airlines, particularly internationally, that will have a
fare basis listed and the booking code will not be the first letter of that fare basis. Many business fares can start
with J and yet require a C or D booking code.
Fare basis elements are individual letters and or numbers used in combination to further define, in basic terms,
the rules that will accompany the fare that the code represents. These elements often refer to the advanced
purchase, seasonality, refund restrictions, and minimum and / or maximum stay requirements. Further details on
a fare’s rules can be found in the actual rules display.
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Fare / Passenger Type Codes
Description
6, 06, 8, 9, 26, AA, UA, DL
AP
CT
OJ
OW
PEX, or E
RT
SS
CH
DG
IN
MM
SC
ZZ
Fare Rule Codes
H, K, J, F, T, Q, Y, L
M, T, W, Q, F, J, S
1,2,3,4,5,6,7
FLT
D followed by number or letter
X followed by number or letter
HOL
W
X
1,3,7,14,21,30
NR
P
25/50
MDW, BWI, EWR
UP
Discount unrestricted First or Coach Class
Advanced Purchase
Circle Trip
Open Jaw
One Way
Advanced Purchase Excursion or Excursion
Round Trip
Super Saver
Child
Government Official
Infant
Military
Ship Crew
Youth Fare
Description
Seasonality Codes from highest to lowest
Days of the week – US
Days of the week – internationally
Flight Specific
Valid only on …day
Valid except on…day
Holiday – BOO, TURKEY, SANTA, FLAG
Weekend
Weekday
Minimum Advanced Purchase
Non Refundable
Penalty
% Cancellation Penalty
Indicates airport specific
Coach fare with upgrade to business/first
The table below can be used to decipher the fare basis codes.
V30X7MN
ME14NQ
V14X77NN
V14W77NN
VA0GNR
YUP6
F10BIZN
B26
LLW7AP
Y2GB
QE3WKND
UXE14NV
Booking class V, Midweek, 30 days AP, 7 Day Max, Non Ref
Booking Class M, Excursion fare, 14 day AP, Non-Ref
Booking class V, 14 Day AP, Midweek, 77 days Max Non-Ref
Booking Class V, 14 Day AP, Weekend, 77 days Max Non-Ref
Booking Class V, One Way, Non-Ref
Pay Coach fare Upgrade to First or Business Class
Discount First Class fare, 10 day AP, Non-Ref
Un-restricted coach fare, limited number of seats available.
Booking class L, Low Season, Weekend Travel, 7 AP
Un-restricted, special coach fare to Great Britain
Booking Class Q, 3 day AP, good for weekend travel only.
Booking class, Mid Week Excursion, 14 Day AP, Non-Ref, No Value if not Used or
changed by flight date.
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Voids, Exchanges, and Refunds
Voids
A cancelled ticket whereby the charge to the customer’s credit card is removed is termed as a voided ticket.
Voiding Period
The voiding period is normally within the ARC / BSP reporting period. Agencies have to report all documents
issued and voided that are accountable.
For example, in some cases, tickets need to be void by the next business day. A ticket issued on Monday needs
to be voided by EOD (6:30 PM) of Tuesday. A ticket cannot be voided after departure.
Ticket Issued
Monday
Tuesday
Wednesday
Thursday
Friday, Saturday, Sunday
Void Period
Tuesday
Wednesday
Thursday
Friday
Monday
In some cases, the voiding period is 15 days.
Exchanges
An exchange document is a new document that is purchased against the value of an old ticket or any other ARC /
BSP document that is accountable.
When exchanging a ticket or Miscellaneous Charges Order (MCO) for a ticket, the full ticket / MCO number
including the check digit is needed. If the check digit is unknown an -x- can be substituted. A maximum of three
exchange documents will print on the itinerary / invoice. Only the first exchange document number will update the
DDL primary display. The secondary display will list all documents. Electronic ticketing transactions are
processed the same as paper ticket exchanges.
Refunds
Refunds is the process of returning any money to the passenger on changing / canceling a ticketed itinerary.
Apply Your Knowledge
Commission is the revenue that travel agencies earn from airline tickets. Airlines pay travel
agencies in capped commissions for every ticket that is sold on the airline. Any issue regarding
faulty processing of commissions means loss of revenue for both TRX and its clients.
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Reservation
Ticketed Itinerary
A reservation is an itinerary where seats have been
blocked, but the purchase is not complete.
A ticketed itinerary is a reservation that has been
purchased and ticketed.
Note: Canceling an itinerary is the releasing of blocked or purchased space in an itinerary.
LTA / PTA / MCO
Lost Ticket Application (LTA): Passengers who lose their tickets and wish to obtain a refund must complete a
Lost Ticket Application (LTA), which may be obtained at any Airport Ticket Counter, City Ticket Office or by calling
the airline’s Passenger Refund Department. The LTA must be received by the airline within 12 months after the
date of issuance of the lost ticket. To verify that the ticket has not been used, Lost Ticket Applications are subject
to a holding period of up to 90 days before the refund is processed. Refunds of lost tickets are subject to a USD
$100.00 processing fee.
Prepaid Ticket Advice (PTA): You use a Prepaid Ticket Advice (PTA) when you purchase a ticket on behalf of
someone who needs to pick it up at an airport or somewhere other than the place of purchase. If you issue it for a
journey that commences outside an agency’s home country, it involves two currencies. PTAs detail passenger
travel data, form of payment, and sponsor information. It is an ARC document used to pay for a ticket in one city
that is to be issued and picked up in another city. This would be used when the itinerary does not permit the
issuance of an electronic ticket. Most airlines charge a $100.00 fee to issue a prepaid ticket.
Miscellaneous Charges Order (MCO): A Miscellaneous Charges Order (MCO) is an ARC-accountable
document that records charges when standard ticket stock cannot be used. Issued by an agent or airline as proof
of payment for accommodations, ground transportation, or special services, or as a credit toward future air
transportation. TRX mainly uses the MCO as travel voucher for exchange differentials. An MCO is alternatively
termed as a Multi Purpose Document (MPD).
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Packages and Schedule Changes
Package Travel
Like group tours, packages tend to have fixed itineraries, with ground transportation and hotels booked in
advance. But like independent travel, there's no organized group; clients are on their own, free to do as they
please at each destination, but they still have the convenience and reliability that come with booking through a
tour operator.
Vacation Packages
Vacation packages are designed for those traveling independently. They include a combination of two or more
travel services (for example, hotel accommodations, car rental, air transportation) that are offered at a package
price.
Many vacation packages offer a choice of components and options,
thereby enabling you to customize the package to your tastes, interests
and / or budget.
Schedule Changes
Airlines and tour operators reserve the right to make schedule changes to flight times, airlines, and aircraft, within
a twenty-four hour period of the planned departure and arrival times. This provision is a commonly located on the
back page of the supplier brochure in the fine print terms and conditions of sale.
You may read, “We, or any other travel agency, cannot guarantee the published flight times. We strongly suggest
that you consider an overnight prior to departure when making connecting flight arrangements to a charter
package-holiday.” This way, in the unlikely event of a major schedule change, you will not be out of pocket for
change fees and penalties to connecting tickets.
In some cases, it is written, “We will send you a revised itinerary in writing upon notification of a schedule change
by the supplier. Within two weeks of departure, we will call you to advise schedule changes, mail, and / or email.”
Sometimes it becomes impossible to reach customers who may be out of town, or if the phone numbers provided
were wrong, or incomplete. Ultimately, it is the responsibility of the traveler to reconfirm all flight times directly
with the airline within twenty-four hours of departure (in both directions). This is the only way to ensure that you
will be aware of any schedule changes that could cause you to miss your flights. Many people skip this step, and
in rare cases, it can be a costly mistake, as one-way tickets at the airport are very expensive.
Rule 240 is a term that describes the obligations that an individual airline has for late or stranded passengers, for
delays caused by airlines. Individual airlines have filed conditions of carriage with the U.S. Department of
Transportation stating their respective Rule 240 provisions. Rule 240 does not include flight delays or
cancellations that result from bad weather or other factors that are outside of the airliner’s control.
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Module Summary
In this module, we have covered the following:
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







Frequent Flyer Programs
Travel considerations for children and infants, pets, and special requirements
Security, check-in, and baggage policies
Passenger Type Codes (PTCs)
Types of tickets
Fares and Fare Basis Codes
Voids, exchanges, and refunds
LTA / PTA / MCO
Packages and schedule changes
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International Travel Considerations
International Travel Considerations have come under strict observation following security threats in the recent
past. It is always necessary to have all necessary documentation ready at the time of travel.
Objectives
After completing this module, you will be able to:



Identify the importance of travel documentation including health and travel insurance.
Define visa for travel purposes.
Define immunizations.
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Travel Documentation
Passport Requirements
When traveling internationally, make two copies of your passport identification page. This will help speed up the
replacement of your passport should it be lost or stolen. Leave one copy at home with friends or family and carry
the other with you. Make sure the copy is not in the same place as the original passport. A passport is a
document issued by an authorized official that is usually necessary for exit and reentry into a country, allows
travel in a foreign country in accordance with visa requirements, and requests protection for a citizen while
abroad.
Make sure you have two forms of photo ID. Carry any medical information that might be required should you be
injured or incapacitated.
Health Insurance
Getting medical treatment and hospital care abroad can be expensive for travelers who get sick or injured during
a trip. Before your trip, check with your health insurance regarding the medical services they cover overseas. If
your policy does not provide this type of coverage, purchase a temporary health policy that provides short-term
health and emergency coverage.
Travel Insurance
Travel insurance is recommended. Some travel insurance plans will cover you for the cancellation or interruption
of your trip, some form of emergency medical care while traveling, lost or stolen luggage, and other unforeseen
emergencies. Certain credit card may also provide additional travel insurance, provided you have used the card
to purchase the ticket for your trip.
Visa
What is a visa?
A visa is an endorsement or stamp placed in your passport by a foreign government that permits you to enter that
country for a specified purpose ad a limited time – for example a 3-month tourist visa. It is advisable to obtain
visas before you leave because you may not be able to obtain visas for some countries at your point of entry.
You should apply directly to the embassy or nearest consulate of each country that you plan to visit.
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Immunizations
Under international health regulations adopted by the World Health Organization, a country may require
international certificates of vaccination against Yellow Fever and Cholera. Typhoid vaccinations are not required
for international travel, but are recommended for areas where there is a risk of contagion. Smallpox vaccinations
are no longer given. Check your health care records and make sure your Measles, Mumps, Rubella, Polio,
Diphtheria, Tetanus immunizations are up-to-date. Medication to deter malaria and other preventative measures
are advisable for certain areas. No immunizations are needed to return to the United States. Some counties are
now requiring visitor be tested for Human Immunodeficiency Virus (HIV) before they can enter that country.
Internet Reference Site
To know more about international travel considerations, please visit
http://travel.state.gov/travel/cis_pa_tw/cis_pa_tw_1168.html.
Module Summary
In this module, we have covered the following:



Travel documentation including passport information and health and travel insurance
Visa
Immunizations
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Cars
Passengers intending to spend some time in their destination cities require car services for commuting, sight
seeing, and so on. There are several can rental services in each city that a passenger can choose from.
A car rental agency is a company that rents automobiles for specific period of time for a fee. Car rental
companies have branches primarily located near airports or busy city areas. Some car rental agencies also rent
moving vans or trucks in additional to regular commuter vehicles.
Objectives
After completing this module, you will be able to:


Identify basic car types and services.
Identify basic car policies.
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Basic Car Types and Services
There are numerous car rental companies. Each company is noted by a specific code, which makes it possible to
book these vehicles through various Global Distribution Systems (GDSs). Each code is the same for each GDS
and is known throughout the industry.
There are about 10 car rental categories that most car rental agencies use. These include:
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
Economy
Compact
Midsize
Standard
Full size
Premium
Luxury
Minivan
Convertible
Sport utility
Truck
These car groups vary by each rental company.
Some rental car companies break the term compact into two different car types: economy and compact. For
example, an example of an economy car through Avis Rent-a-Car would be a Chevrolet Metro while a compact
car would be a Chevrolet Cavalier. The difference is the model of the car.
Other car companies may consider a standard size vehicle as either a mid-size or full-size, while a classification
of premium could be considered as either full-size or luxury. Again the only difference is the car model. This is
why it is extremely important to check the car details page.
Onsite Car Agencies
On-site car companies have their rental cars located on the airport property,
usually in the airport garage.
This provides a great convenience for customers since they can walk directly to
their car without waiting in line for a shuttle bus.
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Offsite Car Agencies
Some airports, such as McCarran International airport in Las Vegas, do not have on-site car rentals. Customers
still check-in with the car company at the airport – car rental company counters are usually located near the
baggage claim and / or ground transportation area.
After the paperwork of the customer is complete, he / she proceeds to the shuttle bus pick-up area, which will take
the passenger to the parking lot where the rental cars are kept. Most major companies provide shuttles for free
but some smaller car companies may charge a nominal fee. Again, the customer needs to check the rules and
restrictions.
Arriving at the Desk
Regardless of whether the company is on-site or off-site, the customer will need to check in at the car rental desk.
Most car rental companies accept credit cards, debit cards, and cash as an acceptable form of payment, but a
credit card is required upon check in.
When a customer rents a car from the agency, the agency will hold an amount on the credit card until the car is
returned. This amount varies with each company but the average is $250.
If customers want to use a debit card, they will not be allowed to use it upon arrival. After the rental is brought
back, the car rental agency can place the whole charge onto the debit card.
With the travel industry vehicle types are classified by a set 4 alphabetic codes. The table below explains the
codes.
Car Type
L = Luxury
V = Van
M = Midsize
E = Economy
# of Doors
C = 2 or 4
D=4
Transmission
A = Automatic
M = Manual
Air Conditioning
R = Air Conditioning
N = No Air Conditioning
For example, the vehicle code FCAR would be a full size car, with 2 doors, with automatic transmission, with air
conditioning.
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Basic Car Policies
Rates
Car rental agencies have different sets of rates, which can include hourly, daily, weekly, weekend rate, and oneway rental rates. Weekend rates typically start on Friday and end on Sunday. Car agencies will charge a
customer a penalty if they are late returning their rental. All rental rates are based on a 24-hour rental.
Things to remember about car rental rates and fees:
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




Based on the rate quoted, cars must be returned on time to avoid any extra penalties or fees.
Weekend rates typically start on Friday or Saturday
Car rental companies will charge a late fee if a vehicle is returned after the designated time.
For one-way rentals, customers will usually incur a penalty known as a drop fee.
Mileage fees. Vehicles are rented either with a certain amount of mileage allowed or unlimited miles
driven. If a car is rented allowing 500 miles driven and that mileage is exceeded, a mileage fee per mile
may be charged.
It is a standard policy to return the vehicle with the same amount of gas as you received it, usually a full
tank. If you do not, a high premium fee is charged. Most companies now allow a Fuel Option to be
purchased at the time of rental. This will allow the renter to return the vehicle with any amount of gas, but
a full tank must be purchased in advance.
Taxes and surcharges vary from state to state, airport to airport and can increase a rental rate
substantially. Various taxes, fees and surcharges can include the following:
Rental Requirements
In addition to having a valid driver’s license and method of payment, many car companies have minimum rental
requirements that must be met in order to rent a vehicle. Renters have to:




Meet the minimum age requirements. A standard industry rule is that one must be 25 years or older to
rent. This is not true for all rental companies.
Present a valid driver’s license at the time of rental.
Present a valid credit card in the driver’s name. A deposit is usually held against the credit card.
Have a good driving record.
Taxes and Fares
Low quoted prices may grow into larger charges for the customer. There are fees and taxes that are charged to a
customer once they rent a car. They can be charged state, county, city, and airport taxes. Additionally, some
companies may charge fees such as registration, customer facility, and concession recoupment, which is a
charge to pay for the land the rental agency leases at the airport.
Some companies may also add refueling charges for bringing the car back without a full tank of gas, additional
driver fees, and possibly an age requirement fee.
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Special Requests
In addition to renting a car, customers can also request that special equipment be included in their rental.
However, special equipment is a request and is not guaranteed. Additional charges will most likely apply, with
prices ranging from $7 per day for a car seat to as much as $25 per day for a luggage rack. Customers should
also check the rules and restrictions for making special requests.
Frequent Renter Program
Some companies, such as Hertz, have programs where frequent customers get perks such as covered parking
and express check-in. Other companies have partnerships with airlines so that you can receive airline miles with
each car rental.
Insurance Coverage
In addition to taxes, customers may elect to be covered by a variety of insurance. The following are insurance
policies that are offered from rental car agencies:





Lost damage waiver (LDW) – LDW provides the renter relief of all financial responsibility for loss or
damage to the car as long as they comply with the terms of the rental agreement.
Personal accident insurance (PAI) – PAI provides accidental death and medical expense benefits to the
renter and all passengers.
Personal effects protection (PEP) – PEP insures the personal belongings of the renter and the immediate
family members who are traveling with the renter.
Supplemental liability insurance (SLI) – SLI provides primary protection for liability claims against the
renter and authorized drivers for injury / death or property damage.
Uninsured and underinsured motorist protection (UMI) – UMI provides protection to the renter for any
uninsured motorist that might hit the vehicle.
Some states have additional insurances that the customer can purchase depending on the state laws.
Module Summary
In this module, we have covered the following:


Basic car types and services
Basic car policies
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Hotels
Passengers traveling between cities and intending to spend the night in a destination city require hotel services to
avail from. Each city has a variety of hotels to choose from. Rates of stay differ from hotel to hotel. Passengers
can select from luxury to budget hotels according to their convenience.
Objectives
After completing this module, you will be able to:


Identify basic hotel types and services.
Identify basic hotel policies.
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Basic Hotel Types and Services
Special Rate Hotels
Hotels offer travel companies blocks of rooms to sell every night at a reduced or net rate. The travel companies
sell the rooms on their various points of sale.
The travel companies specially negotiate these hotels and charge the
customer for payment in full at the time of purchase. The travel
companies are merchants of record in such cases. In other words, when
customers look at their credit cards, they will see a charge from the travel
company for the cost of their room.
GDS Hotels
GDS hotels are made available to travel companies through their GDS systems. These hotels are offered at the
same price that is available to any other travel agency.
GDS hotels are not charged in full at the time of booking because the travel company through which they are sold
is not the merchant for this transaction. The customer’s credit card is charged in full by the hotel at the time of
check-in. When customers receive their credit card bills, they will see the hotel name listed and not the travel
company name. A customer’s credit card may be charged at time of booking if a deposit is made on a GDS hotel.
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Basic Hotel Policies
Net Rates
Net rate is the actual amount the travel company is charged by the hotel for each room. This rate is the cost of
the room. The travel company takes this net rate, adds a mark-up, and lists the final price.
Net rates are part of the travel company’s contract with the hotel, which means that the net rate price is never
available to the customer. For this reason, neither the travel company nor the hotel reveals net rates to the
customer.
Hotel Restrictions
There may be restrictions stated by the hotel minimum night stay requirements as well as which day of the week
will allow check in and check out. For example, you will very rarely find a Las Vegas hotel that allows a one-night
stay on a weekend or a checkout date of Saturday. Other destinations have similar restrictions depending on the
time of year and any special events. For example, a hotel in the city hosting the Super Bowl will usually have a 3night minimum for that weekend.
Advance Notice and Same Day
In some situations, a hotel partner cannot honor a reservation and sends it back to the travel company. Some
types of such a decision are Advance Notice and Same Day. In the case of Advance Notice, a hotel contacts the
travel company sometimes weeks in advance and lets it know that their property has been oversold for a given
weekend.
In case of Same Day, customers arrive at the hotel only to find that there are no rooms available. This happens
most often on Fridays, since that is the day of the week when most leisure travelers are checking in for weekend
stays.
Checking In and Checking Out
When customers book a hotel, the reservation is made and reserved in their names. When the customers arrive
at the hotel, they will check-in at the front desk and will need to present identification, such as a driver’s license,
as well as a credit card to cover incidental charges such as room service or the room’s mini-bar. In many cases,
customers will also need to give a credit card in order to have long-distance phone service turned on in their
room.
When customers are ready to check out of a hotel, they will receive a billing statement for any additional charges
they incurred, such as phone bills and room service. They will not, however, see a room rate on their bill since
the room rate is listed on the confirmation they receive from the travel company. When a customer checks out of
a GDS hotel, all charges, including the room rate will be assessed.
Module Summary
In this module, we have covered the following:


Basic hotel types and services
Basic hotel policies
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