New Subscriber Handbook

2703 07/00

Table of Contents

INTRODUCTION ...... 1

SUPPORT RESOURCES ...... 1

TELEPHONE NUMBERS ...... 3

NEW STARTUP AND CONVERSION CUSTOMER CHECKLIST ...... 3 New Startup Customer Checklist...... 4 Conversion Customer Checklist...... 5

HARDWARE SPECIFICATIONS...... 7 Printers ...... 7

HARDWARE INSTALLATION PROCEDURES ...... 8 Site Survey ...... 8 Electrical Requirements ...... 8 Telephone Circuit Installation...... 10 Equipment Delivery...... 11 Worldspan Installation...... 12 Automated Ticket Stock...... 13 Miscellaneous Supplies ...... 13

WORLDSPAN TRAINING PROGRAMS...... 18 Enrollment...... 18 Cancelation and No-Show Policy ...... 18 Air Transportation To and From Training Center...... 19 Hotel Accommodations and Ground Transportation...... 19 Minimum Requirements...... 19 Course Descriptions ...... 19

SINE AUTHORIZATION AND PROCEDURES ...... 21 Sine In Authorization Procedures...... 21 Agent Sine Security Option...... 21

COMPUTER BASED INSTRUCTION (CBI)...... 22

CONVERSION PREPARATION PROCEDURES...... 23 Profile Conversion...... 23 Queues ...... 24 Voids ...... 24 PNR Conversion...... 24

WORLD FILES ...... 30 Introduction ...... 30 World File Structure...... 31

WORLDSPAN QUEUES ...... 33 Introduction ...... 33 Queue Types...... 34 Queue Structure...... 34

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New Subscriber Handbook

INTRODUCTION

The Worldspan New Subscriber Handbook is designed to assist you in your startup or conversion to the Worldspan system. Worldspan understands the challenges you face. Our goal is to assist you in making a smooth transition.

If at any time you have questions about Worldspan or your agency’s startup or conversion, refer to the Support Resources section of this manual. This section describes the array of Worldspan personnel who can help you in your transition to Worldspan, as well as after you begin using your new system.

SUPPORT RESOURCES

Throughout the startup or conversion process, many Worldspan employees will assist you. The following is a partial list of personnel who will help and support you in making the transition to Worldspan.

Account Executive (AE)/Sales Executive (SE) The Account Executive will be your main contact with Worldspan during and after your conversion. They assume responsibility for all contractual matters and assist in maximizing your usage of the Worldspan system.

Conversion Planning Coordinator When converting from another computer reservation system (CRS) to Worldspan, the Conversion Planning Coordinator is responsible for the general coordination of your conversion. The Conversion Planning Coordinator will advise of the activities you must complete to ensure a smooth conversion to Worldspan. The Conversion Planning Coordinator is your primary contact and the liaison for all internal Worldspan departments involved in your conversion.

Customer Operations Coordinator The Customer Operations Coordinator will contact you to verify agency information and schedule conversion activities. The coordinator will stay in contact with you to verify activities have been completed (e.g., site survey, telephone line installation).

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Field Service Technician The Field Service Technician will contact you at various times prior to the equipment installation. Their duties include the completion of a site survey that determines equipment placement and electrical/cabling requirements at your agency. If you have any special needs regarding the placement of your equipment, advise the technician at the time of your site survey. Once necessary site requirements are completed, a technician will return to install your Worldspan equipment.

Instructor - Classroom The classroom instructor provides instruction on Worldspan formats and productivity tools. Classroom training is imperative for all agents who will use the Worldspan system. Your agency can only profit from properly trained agents.

Instructor - On-site The On-site Instructor is responsible for assisting in the planning of your conversion. They will be on-site after your equipment installation to provide secondary training, enhancing the initial classroom training. The On-site instructor will also help ensure a smooth transition to the Worldspan system. Upon successful completion of your startup/conversion, your Account Executive will immediately assume responsibility for all your automation needs.

Customer Assistance Center (CAC) The Worldspan Customer Assistance Center provides telephone support for format assistance, basic scripting, ready keys, and email/fax/Internet access. Conversion accounts will be supported via a toll- free number for their first six months on the Worldspan system.

Technical Support Center The Technical Support Center provides telephone support for hardware and Worldspan software related questions and problems.

TechXChange The TechXChange participant program is designed to highlight and promote third-party products and services. TechXChange products complement the Worldspan product line by adding value to the Worldspan system and offering customized solutions.

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TELEPHONE NUMBERS

The following table lists telephone numbers you will need during the course of your startup or conversion. There is room to add names and telephone numbers.

Title Name Telephone Number Account Executive

Conversion Planning Coordinator

Customer Service Coordinator

Instructor - On-site 1-800-842-7726 Ext. Customer Assistance Center (816) 891-5038

Technical Support Center 1-800-242-4525

TechXChange 1-900-555-9772

Billing and Accounts 1-800-537-3118 Receivable

Worldspan Registration (816) 891-3006 (816) 891-5772 FAX

NEW STARTUP AND CONVERSION CUSTOMER CHECKLIST

The following tables list activities necessary to complete your startup or conversion. The New Startup Customer Checklist is designed for a new travel agency that is not converting from another CRS. The Conversion Customer Checklist is designed for an agency converting from another CRS to Worldspan. Determine which checklist applies to your agency.

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New Startup Customer Checklist

The following is a list of activities associated with your startup on the Worldspan system. Use this checklist to verify all activities occur in a timely manner to ensure a smooth startup. References are provided for more detailed information concerning the activities.

Activity Scheduled Actual For more information, refer to the Completion Completion following sections... Date Date Site Survey: A field service technician arrives at your office to plan Hardware Installation Procedures, Page 8 the location of equipment and determine electrical needs. Hardware Installation: Hardware Installation Procedures, Page 8 · Electrical work · Telephone circuit installation · Equipment delivery · Worldspan installation Office Supply Order: To ensure necessary supplies are received Office Supplies and Ordering Procedures, prior to the installation of your Worldspan equipment, ordering should Page 13 be done well in advance of the installation. · Itinerary/invoice forms · Ticket stock · Boarding pass stock (if applicable) · Printer ribbons and supplies · Hardcopy paper Training Procedures: Prior to your use of the Worldspan system, Worldspan Training Programs, Page classroom training is required for all agents. 18 Agent Information: All agents must be assigned an agent sine and Sine in Authorization Procedures, password. You must also determine the agent’s level of authority. Page 21

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Conversion Customer Checklist

The following activities will help prepare you for a smooth conversion. References are provided for more detailed information concerning the activities.

Activity Scheduled Actual For more information, refer to the Completion Completion following sections... Date Date Site Survey: A field service technician arrives at your office to plan Hardware Installation Procedures, Page 8 the location of equipment and determine electrical needs. Hardware Installation: Hardware Installation Procedures, Page 8 · Electrical work · Telephone circuit installation · Equipment delivery · Worldspan installation Office Supply Order: To ensure necessary supplies are received Office Supplies and Ordering Procedures, prior to the installation of your Worldspan equipment, ordering should Page 13 be done well in advance of the installation. · Itinerary/invoice forms · Ticket stock · Boarding pass stock (if applicable) · Printer ribbons and supplies · Hardcopy paper Training Procedures: Prior to your use of the Worldspan system, Worldspan Training Programs, Page classroom training is required for all agents. 18 Agent Information: All agents must be assigned an agent sine and Sine In Authorization Procedures, password. You must also determine the agent’s level of authority. Page 21 Existing CRS Preparation: Converting from another CRS system Conversion Procedures, Page 23

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Activity Scheduled Actual For more information, refer to the Completion Completion following sections... Date Date to Worldspan requires preparation. · Profile conversion - Update client profiles in your current CRS - Delete inactive client profiles - Hardcopy current system profiles · Queues - Work queues, in your current CRS, prior to placing all PNRs on queue and printing hardcopies - Work queues, in your current CRS, at the close of business the day prior to your conversion to Worldspan · Voids - All voids for PNRs created in your current CRS must be processed in that system during the appropriate ARC period prior to your conversion · PNR conversion - Hardcopy PNRs from your current CRS - Separate PNRs into ticketed and unticketed - Convert PNRs · Accounting and robotics information - Request a Worldspan Interface Guide from your accounting system vendor - Provide On-site Instructor with a listing of required PNR formats - Provide On-site Instructor with a listing of valid client and vendor codes

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HARDWARE SPECIFICATIONS

Printers

Model Model Applications Print Input Capacity Dimensions Number Method Texas 810 · Itinerary/Invoice Documents Printer Ribbon No stand: 8” H x 28” W x 20” D Instruments With stand: 25” H x 28” W x 20” D Texas 835E · Boarding Pass Printer Ribbon No stand: 5” H x 22” W x 14” D Instruments · Hardcopy · Third party software (TPS) Texas 885 · ATB Ticketing (ARC Form Printer Ribbon 1 box With Stacker: 13” H x 29” W x 22” D Instruments 1186) (3000 coupons) · Itinerary/Invoice Documents · Boarding Pass Genicom 930 · Boarding Pass Printer Ribbon No stand: 4.6” H x 15.7” W x 13.6” D · Hardcopy · Third party software (TPS) Texas 1600 · ATB Ticketing (ARC Form Direct 3 input bins No stand: 28.63”H x 14.75” W x Instruments 3426, 1000 coupons per box) Thermal (1000 coupons 28.38” D · Pocket Itinerary/Invoice each) · Address/Divider Cards Unimark Sprite · ATB Ticketing (ARC Form Direct 2 input bins 15” H x 9” W x 17.5” D 3426, 1000 coupons per box) Thermal (1000 coupons · Pocket Itinerary/Invoice each)

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HARDWARE INSTALLATION PROCEDURES

Site Survey

Prior to your equipment installation, a Worldspan Field Service Technician will visit your office to determine site requirements. The Field Service Technician will help you plan the location of your equipment, measure cable lengths, place a placard indicating the location of the data circuit termination block, and indicate electrical requirements. Correct placement of cables and electrical receptacles must be completed prior to the equipment installation date.

When the survey is completed, the technician will provide you with a schematic drawing identifying the location of the Worldspan telephone circuit, electrical outlets, equipment placement, and cable paths.

Electrical Requirements

Approximately one week after the site survey, the computer cables for the Worldspan equipment will arrive. If you have not yet occupied your new site, please advise the Field Service Technician of an alternate shipping address. With the exception of customized cable solutions and cable necessary for customer owned equipment, all cable necessary for the installation of Worldspan equipment is provided at no additional cost to you.

The installation of the cables is your agency’s responsibility. Electrical contracting work is not reimbursed by Worldspan, however; monthly maintenance charges on your Worldspan equipment and telephone data circuit are covered under your contract.

The cables should be installed by your electrician or cable installation contractor according to the specifications on the site survey drawing provided by the Worldspan technician. The cable installer must mark the cable ends with unique characters or numbers for identification purposes. Advise the electrician to leave at least 15’ of excess cable at the end of each cable, run in a token ring environment.

Check with your building management or city/municipal ordinance to determine if special electrical work is required so the contractor has all the necessary information to perform his task. Some building codes require specially coated cable or that cable be run through a conduit to accept the additional data circuit. It is your responsibility to provide electrical service in accordance with all local building codes.

Cable supplied by Worldspan is Teflon coated and plenum rated. Cost associated with the electrical work preparations are the responsibility of your agency.

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Electrical work and preparation of your facility must be completed prior to the installation of your Worldspan equipment. If any of the required items are not completed, or the equipment placement is altered after the site survey is completed, your installation could be delayed. At least one operational telephone must be on site.

The following are electrical requirements for the Worldspan network environment.

· ELECTRICAL Dedicated electrical receptacles, 110-115 Volt AC, must be provided for each device (e.g., Gateway, Fileserver, printers, Frame Relay Access device and the telephone company hardware). Each receptacle must be standard duplex, grounded, 3-prong straight blade type. An average power cord varies between 6-10 feet in length. This limitation must be considered when planning the placement of electrical receptacles.

· TOKEN RING TYPE 1 CABLE It is the responsibility of your electrician to provide duplex receptacle boxes for each workstation. These receptacle boxes must be a minimum depth of 3 1/2 inches, designating the termination of the Type 1 cable and the connecting point of the Type 6 cable. Worldspan will provide faceplates to cover the outlet boxes. Your electrician should identify the outlets designated on each dedicated circuit.

· ETHERNET CATEGORY 5 CABLE The Certified Category 5 Technician will perform the actual installation of cable and associated materials. Check your local Yellow Pages under “Data Communications Equipment and Systems” or “Wire and Cable” for a company in the local area. It is the responsibility of this Technician to provide duplex receptacle outlets boxes for each workstation. Worldspan will provide necessary Category 5 cable, face plates, cross connect blocks/distribution panels and Patch cables These boxes must be a minimum depth of 3 1/2 inches, designating the termination of the Category 5 cable and the connecting point for the Patch Cable. It is your responsibility to provide an installation which is a generic, secured in-house cable plant. By definition, the cable itself will be a straight through cable from the wall jack to the distribution panel. The workstation end will terminate in a wall box with a face plate. The hub end will terminate in a cross connect block/distribution panel. Category 5 cable connectors should be supplied by the electrical contractor. Worldspan does not supply cable for customer owned equipment.

A letter of certification from your technician is required by Worldspan stating the currently installed cable plant meets all Category 5 installation requirements. If your technician should ask, Worldspan uses an RS2-32 cable to connect the Gateway, Frame Relay Access Device (FRAD), and printers.

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Telephone Circuit Installation

The Telephone Data Circuit (Frame Relay) provides the all important link between your agency’s computers and the Worldspan mainframe computer complex in Atlanta. The data circuit service is ordered by Worldspan through AT&T, who will issue the appropriate orders to your local phone company.

The Frame Relay circuit installation is broken into three stages:

· Stage One: AT&T handles the “distance” part of the data circuit. This work is done remotely in various AT&T offices. During the first stage, no telephone company technician is required to be in your office.

· Stage Two: Your local telephone company technician will arrive, usually unannounced, approximately two weeks prior to the installation of your Worldspan equipment. The technician will install the “local loop” part of the data circuit. It runs between the local telephone office and the first “point of presence” (POP) in your building. The “First POP” is usually located in a telephone room or closet in your building, but in some cases, it could be in your office.

The location of the telephone company hardware is extremely important. It must be installed as indicated on the site survey drawing. The Worldspan technician will place a special termination block sticker on your wall, designating the location for this hardware. Be sure the telephone technician places their equipment in this location.

To avoid serious delays, it is critical the telephone company technician be given access to your building. Access for the technician should be discussed in advance with your building management. The access information should be shared with your office staff in case the technician arrives while you are away from the office or busy with a client. It has been our experience, many local telephone technicians will not wait. If not given access right away, this could delay the data circuit installation.

· Stage Three: After the local telephone company’s work is completed, a technician from Fast Express will arrive. The Fast Express Technician is not a Worldspan employee. Fast Express is a company contracted by Worldspan to install the inside wiring and demarcation block (demarc block). The inside wiring extends the local loop into your office and ends at the demarc block. The demarc block is where the Worldspan gateway computer will connect to the Frame Relay data circuit. The inside wiring runs between your building’s POP and your agency’s demarc block. The demarc block is usually identified by the Worldspan bright orange, adhesive Frame demarc sticker mounted on the wall. It is useful to show the Fast Express Technician the site survey drawing provided by the Worldspan Technician.

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Again, to avoid serious delays, it is critical the Fast Express Technician be given access to your building and office(s). The access information and the demarc block location should be shared with your office staff, in case the Fast Express Technician arrives while your are away from the office or busy with a client.

If your installation requires an external modem (e.g., STP, Dial ins, e-mail, etc.), it will be necessary for you to contact your local telephone company to order the voice line for the modem. The voice line must be a standard voice business line with an RJ11-C modular jack with no special features (e.g., call forwarding, call waiting, etc.). No telephone instrument is required. The telephone jack must be installed no more than 8’ from the location of the controlling device/modem. Charges for this telephone line are at your agency’s expense. Please be prepared to furnish the phone number to your Worldspan representative.

Equipment Delivery

Several weeks prior to your Worldspan installation, your Worldspan equipment will arrive. Worldspan prepays all shipping costs and specifies inside delivery. Remember to provide an alternate shipping address if you will not be occupying your office by the date the equipment is scheduled for delivery. If an alternate shipping address is requested, the cost of transporting the equipment from the temporary location to the permanent location is your obligation.

Once the equipment is delivered, the following steps should be taken:

· Check the number of boxes and condition of each carton before signing the delivery slip. Genicom 1600 ticket printers are not shipped with the other equipment. This printer is shipped separately and will arrive separately.

· If you are missing any pieces or cartons are damaged, make a notation on the delivery slip and call your Worldspan Field Service Technician immediately.

· After the delivery, keep the boxed equipment in a secure place until the installation is completed. Worldspan asks that the equipment boxes not be opened, with the exception of the box labeled “CABLES”, prior to the actual installation. Often small, but critical parts can be easily lost, delaying the completion of your installation.

Please comply with the insurance coverage requirements of your contract. Your liability begins when your Worldspan equipment is delivered.

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Worldspan Installation

A Worldspan Field Service Technician will unpack, install and test all Worldspan equipment. Every effort will be made not to disrupt your agency operation.

Normally, no special furniture is required for your Worldspan computers. The workstations can be place on standard desks, normal typing height is 27”. Swivel stands are discouraged and can cause problems with the cabling. The Frame Relay Access Device (FRAD) should be placed on a shelf or table, never on the floor, in the location that provides adequate ventilation and accessibility. This device replaces the modem in high-speed data communication applications.

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OFFICE SUPPLIES AND ORDERING PROCEDURES

To ensure all necessary office supplies are received prior to the installation of your Worldspan equipment, ordering should be done well in advance of the installation. We recommend placing orders as soon as possible. The Airline Reporting Corporation (ARC) will not accept orders from your agency until Worldspan has given the authorization to release the ticket stock.

Automated Ticket Stock

The ticket stock required is determined by the type of printer being installed to generate your tickets. ATB Notice Sets, ARC Form 1293, are a requirement when ordering any type of Automated Ticket and Boarding Pass stock (ATB). All ticket stock and ATB Notice Sets must be ordered directly from ARC.

Form Document Type No. per box Printer Number 1186 Vertical feed ATB 1000 Texas Instruments 885 3426 Thermal horizontal feed ATB 1000 Genicom 1600

Miscellaneous Supplies

The following printing specialists are Worldspan Associates. They can assist you in obtaining specialized business documents to fit your agency’s needs. Their expertise with Worldspan forms can ensure a quality product.

American Business Forms GWTS FORMS (800) 700-1477 West Coast Business Systems GWTS WCBS (800) 522-9227

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Printer Ribbons and Supplies

We suggest you maintain at least one spare printer ribbon and/or necessary supplies for each printer in your office at all times. Most ribbons and supplies can be ordered through the Worldspan Associates, your local office supply store, or directly from Genicom. Texas Instruments supplies can be ordered from Genicom. Contact Genicom directly at (800) 848-8855, via email at [email protected], or online at www.genicom.com/supplyworks/superstore. Unimark supplies can be ordered via a fax to (800) 295-4389.

Printer Model Model Part/ Consumable Name Part Number Number(s) Texas Instruments 810, 885 Printer Ribbon 2246601-0003 Texas Instruments 830, 835 Printer Ribbon 2562934-0001 Texas Instruments 1600 Cleaning Kit 2647868-0001

Hardcopy Paper

Some subscribers optionally use inexpensive hardcopy paper to print records, messages or information contained within the Worldspan system. The paper should be continuous fan folded paper of any desired length. The width is 8 ½” (9 ½” including tractor feed). Hardcopy paper can be ordered through the Worldspan Associates or through your local office supply store.

Itinerary/Invoice Documents Specifications

As a travel professional, you want to provide your clients with travel documents that reflect your image in today’s competitive environment.

Worldspan is pleased to offer optional blank itinerary/invoice capabilities. The blank itinerary/invoice option allows you to print a customized itinerary/invoice document on blank paper or preprinted forms. Your Worldspan Sales or Account Executive will be able to assist you with formatting the itinerary/invoice.

Should you elect to have your documents produced by a printing company that is not a Worldspan Associate, you must provide them with the itinerary/invoice specifications. The specifications are defined on the enclosed Worldspan Itinerary/Invoice Grid.

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The look or style of the itinerary/invoice document is limited only by your imagination. The Worldspan Associates can help you choose a design that expresses your agency’s individual style. Your form can contain designs, logos or color shadings. By adhering to the following specifications, you can be assured of a professional document.

If your form has different overall dimensions, Worldspan cannot guarantee acceptable document production. Printers with an autoload feature will not automatically load the itinerary/invoice stock unless the form meets the document specifications defined below. Be sure the company creating your form is aware of the Worldspan print positions and specifications. The first print position is five lines from the perforations at the top edge of the paper.

Any customized agency printing/form design should be limited to those lines where Worldspan does not print data. Future enhancements could change the amount of data appearing on any line currently being printed.

Itinerary/Invoice Document Specifications

The itinerary/invoice document must conform to International Standards Organization (ISO) Standard 2784.

Width: 8.5” (9.5” including tractor strips) Length: 11” Optional Filler Strips: 3”

The width of the printable area on the itinerary/invoice document is 7.5”.

Tractor Feed Hole Specifications: 0.25 inches from the paper edge 0.5 inches from each other 5/32 of an inch in diameter

Print Characteristics

10 characters per inch (CPI) or 72 characters per line 6 lines per inch (LPI) or 66 lines per page

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Customized Itinerary/Invoice Option

Worldspan offers options to customize your itinerary/invoice. BV, BVD, HV, and HVD options can be added to the drivestream entry or in document instructions to produce a customized itinerary/invoice in a blank form format. This format eliminates unnecessary blank lines in the header portion of the itinerary/invoice. Additionally, the HV and HVD options include column headers for agent, branch, client numbers, date, and itinerary data.

BV and HV Options

The BV and HV options allow you to use a customized logo, header, and footer information. If you are using pre-printed itinerary/invoices, these options allow you to leave blank lines in the header and footer to accommodate pre-printed information.

The BV and HV options only print lines that contain information, not the maximum lines allowed per field or area. For example, if a field allows a maximum 6 lines of information, but only 3 of those lines contain data, only 3 lines of information will print. When using the BV or HV option, itinerary/invoice information prints through form line 63.

BVD and HVD Options

The BVD and HVD options include printing description codes. The following example represents how the description codes appear on the bottom of each page of the itinerary/invoice when the BVD or HVD option is selected.

(CO) DE: A-AIR H-HOTEL C-CAR T-TOUR S-SURFACE V-OTHER TRVL SERVCS (ST) ATUS: OK - CONFIRMED WL- RQ-REQUESTED NS-NO SA- WAITLIST SEAT STANDB Y

When using the BVD or HVD options, itinerary/invoice information prints through form line 60, and the decoded service/status codes print on form lines 62-63.

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Printer Form Requirements

All forms should be fan-fold with continuous feed. Preprinted invoice numbers should not be requested. Worldspan generates and prints the invoice number on each itinerary/invoice.

Printer Type of document Weight (Paper) Thickness No. of copies TI 830E and 835E Single Part 12 to 24 lb. .002” to .0049” Multiple Part- Pressure sensitive 9 to 11 lb. .014” maximum 3 part Multiple Part - Interleaf 10 to 12 lb. .014” maximum 5 part Carbon Weight - 9 lb.

Printer Type of document Weight (Paper) Thickness No. of copies TI 810 and 885 Multiple Part 12 to 100 lb. * - original plus 4 Up to 5 part - original plus copies 4 copies Multiple Part - Carbon * 12 lb. .002” maximum 3 part Carbon weight 7.5 lb. premium quality Multiple Part - Carbonless * 14.5 lb. *Original - .0025” 2-4 Part - .0030” 5 Part - .0025”

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WORLDSPAN TRAINING PROGRAMS

Worldspan is pleased to offer training programs of the highest quality. With hands-on training, you will be able to use your new Worldspan system proficiently and profitably.

Prior to your startup or conversion, formal classroom training is required for all agents who will use the system. Our experience reveals startups and conversions are rarely successful when owners do not require agents to attend classroom training. If agents do not attend classroom training, Worldspan will not be responsible for the lack of progress during your cutover week.

The On-site Instructor is responsible for supplemental training during your cutover week. The instructor will provide instruction on the use of Worldspan hardware and reinforce the basic skills obtained in classroom training.

Enrollment

Worldspan provides training in various cities for the convenience of our subscribers. Enclosed you will find a Worldspan Training Registration form. Complete as much of the information as possible. A form should be completed for each agent attending training. Make additional copies as needed. In order for you to determine a desired training location and date, a Worldspan representative will FAX you a classroom training schedule.

After completing the form, FAX it to Worldspan Registration at (816) 891-5772. The Worldspan Registration personnel will process your registration and FAX a confirmation to you. Once your Worldspan system is installed, class schedules can be found in INFO TRAINING.

Cancelation and No-Show Policy

Should you need to cancel a class, contact the registration center at (816) 891-3006, FAX a cancelation request to (816) 891-5772, or if possible complete the cancelation template found in the Worldspan system, INFO XENROLLTEMP. Failure to cancel an enrollment prior to the class start date results in a $50.00 no-show fee. This policy applies to all Worldspan classes in all locations. Substitutions from the same agency are permitted through the class date without incurring the $50.00 no-show fee. Students enrolled in training seminars and remote training seminar classes can apply the $10.00 registration fee toward the no-show charge.

Page 18 0600 New Subscriber Handbook Air Transportation To and From Training Center

Worldspan is pleased to provide complimentary round trip coach class air transportation via Delta Air Lines, Northwest Airlines, or Trans World Airlines. If possible, refer to INFO CLASSG in the Worldspan system for travel validity, blackout dates, and airline guidelines for travel.

Flights booked on Northwest are issued via Electronic ticketing. To receive a boarding pass at the airport, positive identification is required.

Hotel Accommodations and Ground Transportation

Worldspan does not provide accommodations for students attending training courses. We have contracted with hotels in Atlanta, Salt Lake City, and Minneapolis to ensure low rates at quality hotels.

All ground transportation charges, meals, and incidental expenses will be at the agency’s expense.

Minimum Requirements

Students must be at least 18 years old to participate in a Worldspan training class and meet the requirements listed in class descriptions. Students can be removed from class if they do not meet the prerequisites. Their enrollment in the class will be counted against the agency training allotment. If possible, prior to attending a Worldspan class, students should take the Computer Based Instruction (CBI) lessons listed in INFO TRNCBI in Worldspan’s information system.

Students must be able to speak and understand the English language. Classes are fast paced. Students with minimal English skills will experience learning difficulties.

Course Descriptions

Introduction to Worldspan

This 4 day class is designed for the beginning agent with a minimum of 2 to 6 months recent travel industry experience. Typing experience, knowledge of city codes, ticketing and basic faring is essential. The instruction pace for this class is slower than the Advanced Class to facilitate optimum learning. The class provides basic instruction on availability, booking, PNR creation and modification, fares, pricing, stored fare quote, queues, ticketing, cars,

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hotels, Worldspan® World Files and document issuance. Student will be given a review and final exam at the conclusion of training. Class hours are 8:30 AM - 4:30 PM.

Advanced Worldspan

This 4 day class is offered for students converting from another CRS to Worldspan. It is recommended students have a minimum of 12 months computer reservations experience to attend this class. This fast paced comprehensive class covers PNR creation and modification, fares, pricing, World Ticket Image, ticketing, World Files, queues, Worldspan® Car Select, Worldspan® Hotel Select and Worldspan Travel Suppliers. A review and final exam will be given at the conclusion of training. Class hours are 8:30 AM - 4:30 PM.

Training Seminars

Training seminars are offered at various training sites throughout the United States. The seminars offer the subscriber comprehensive hands-on training on various topics. The training seminars offered are listed in the Worldspan system under INFO TRAINING. You can elect to attend a 1 day seminar or series of seminars. There is a $10.00 per person fee for each training seminar. In the event of split sessions, the fee applies for each day.

Worldspan Expert Program

The Worldspan Expert Program features comprehensive instruction to strengthen Worldspan CRS skills, methods to improve office efficiency and productivity, boost confidence, and enhance career opportunities. This program is designed for the individual who wants to enhance their Worldspan skills to the expert level. To receive the Worldspan Expert diploma, you must take two required classes plus five electives of your choosing and achieve a minimum test score of 85%. Refer to INFO TRAINING in the Worldspan system for more detailed information.

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SINE AUTHORIZATION AND PROCEDURES

Sine In Authorization Procedures

To access Worldspan prior to your On-site Instructor’s visit, you will need to establish your sine table.

Procedure Description Entry Initial sine in Use this entry to initially sign in to the BSIA1234PM/GS Worldspan system. General sine in Use this entry to sign in to all six work areas BSI$XXXXXX/GS of the Worldspan system. XXXXXX equals the individual alpha-numeric sine created above. Add new agent sine and duty Use this procedure to add individual agent BTAXXXXXX/GS code sine in codes. XXXXXX equals the alpha- numeric sine you are adding (6 character maximum, first 4 must be numeric). Using unique agent codes is recommended. For security purposes, the codes should be kept confidential. General sine out Use this entry to sign out of all six work BSO$ areas.

Agent Sine Security Option

If the agent sine security option is in use, a special sine in, using a password and special duty code, is required to display and update the sine table. This password is known only to the agent authorized to update the sine table and is stored in the A.I.R. Table. The password is suppressed from displaying for security reasons. If the password is unknown, the agent must contact their Worldspan Account Executive to determine the password.

Should you elect to utilize this option, advise your Worldspan Account Executive as soon as possible so all the necessary documents can be processed. Should you elect not to utilize this option, the above sine in procedures will apply.

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COMPUTER BASED INSTRUCTION (CBI)

Computer Based Instruction (CBI) is a method used to learn Worldspan functionality at your agency workstation, working at your own pace. The On-site Instructor will enroll each agent in your office for CBI prior to the installation of your Worldspan equipment. To add additional agents at a later date, contact Worldspan’s Customer Assistance Center. For a list of CBI lessons, refer to INFO CBI and HELP CBI in the Worldspan system.

CBI Sine In Procedures

Step Procedures Entry 1 Sine out of area F. BSO$F 2 Sine in to CBI in area F. BSIF0747PI/PI 3 Start CBI. START 4 Enter your last name, first initial and SID. MILLER D F9H -or- Enter your last name, first initial and IATA number. MILLER D 1234567 5 Enter a unique password that is easy to remember. DEBRA 6 Enter the name you would like to be called. DEB

CBI Temporary Sine Out Procedures

Step Procedures Entry 1 Suspend and bookmark CBI lesson. BOPI

Move Between Work Areas Procedures

Step Procedures Entry 1 Move from CBI in area F, back to area A. BA 2 Move back to area F. BF 3 Continue with CBI lesson. C

CBI Sine Out Procedures

Step Procedures Entry 1 Exit CBI lesson and select another. EXIT 2 Sign out of lesson. STOP 3 Sign out of CBI. BSOPI

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CONVERSION PREPARATION PROCEDURES

When preparing to convert to Worldspan from another CRS, certain procedures must be performed in order to ensure the effectiveness of the conversion process. These procedures are the agency’s responsibility. Plan well in advance and allow plenty of time for their completion. The following topics provide detailed information concerning the procedures.

Profile Conversion

Profile Cleanup

Depending on the current number of profiles in your agency, profile cleanup and review can take several weeks. Make sure you allow enough time for the cleanup process.

The information contained in your current profiles is used when building World Files. It is recommended you review all current profile information for accuracy (e.g., Galileo/Apollo BARS, SABRE STARS, Amadeus Profiles). If incorrect information exists in your current profiles, the same information will appear in your World Files.

Make a hardcopy of all profiles in your current CRS that need to be converted to Worldspan. Inactive client profiles should be deleted.

Printing Profile Hardcopies

The process of printing hardcopies of your current profiles should begin the week prior to your cutover to Worldspan.

· Verify you have a copy of all levels of your existing profiles. Hardcopies should include company, passenger, and informational data.

· Verify and make the entry in your current CRS to request a hardcopy of ALL levels of a profile. For example, some Galileo/Apollo agencies utilize travel screens that contain passenger preferences. The main profile data is NOT stored with the travel screen information. Hardcopies of incomplete profiles will result in missing information in the World Files.

· Once all profiles have been hardcopied, prioritize them based on the order in which they should be built in Worldspan. Profiles used most often should be built first.

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· Keep track of any changes made to existing profiles, or any profiles created after completion of the hardcopy process. Making a hardcopy as soon as a change is made or a profile is created, and replacing the previous copy will eliminate incomplete information.

The process of converting profiles from your current CRS to Worldspan requires specific procedures be carefully followed. During your cutover to Worldspan, a Worldspan instructor will be at your agency to discuss the various options for building and converting your profiles. The instructor will offer guidance, but is not responsible for building your World Files.

Queues

Queues should be worked in your current CRS prior to placing all PNRs on queue and printing hardcopies. Queues must also be worked at the close of business on the day prior to your conversion to Worldspan

Voids

All voids for PNRs created in your current CRS must be processed in that system, during the appropriate ARC period, prior to your cutover. Void tickets issued from your current CRS can not be voided in the Worldspan system.

PNR Conversion Printing Hardcopies of your PNRs

It is necessary to hardcopy all PNRs in your current CRS. The information contained in the PNRs will be used to duplicate the information in Worldspan. The most efficient method for hardcopying PNRs is to place all of them on a queue. Verify you are using a format that will search for all PNRs containing active and nonactive air segments, as well as non-air segments. Designate an empty queue for the PNR placement. Once all PNRs have been placed on a designated queue, hardcopy the PNRs by sending the entire content of the queue to a printer. Sort the PNR hardcopies based on ticketed and unticketed. Sorting will help prioritize the PNRs that need to be built first in Worldspan.

Remember, any PNR not placed on the designated queue and hardcopied will not be converted, and will result in an incomplete PNR database in Worldspan.

Some CRS systems give you the option of immediately placing a PNR on a queue or having the PNR placed on a queue overnight. Immediate placement could result in an additional

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charge to your agency. Consult with your current CRS representative to determine which request is most appropriate for your situation.

The process of putting PNRs on queue for printing hardcopies should be done at the latest possible time, prior to your cutover to Worldspan. For example, if your cutover is scheduled for Monday and your office is closed on Saturday, you should begin the hardcopy process no later than Friday morning. In addition, if PNRs are placed on queue overnight, the request to place the PNRs on the dedicated queue must be made on Thursday. The PNRs will be placed on queue overnight and will be available Friday morning. You should always consider the number of active PNRs when determining the amount of time needed for the hardcopy process. Obviously, making a hardcopy of 500 PNRs takes more time than making a hardcopy of 100 PNRs.

PNR Changes

Once the initial PNR hardcopy process is complete, you must keep track of any changes made to the existing PNRs, as well as any newly created PNRs. We recommend you request the hardcopy immediately after End Transaction, or send the new/revised PNRs to a designated queue and make a hardcopy of the PNRs at the end of the day.

PNR Loading Procedures

The process of converting or loading PNRs from your current CRS to Worldspan requires specific procedures, listed below, be carefully followed. During your cutover, a Worldspan instructor will be at your agency to discuss the various methods used to load your current PNRs. The instructor will offer guidance with the procedures, but is not responsible for entering your PNRs.

PNR Conversion Methods

There are four methods used to convert active PNRs. The method used is determined by the airline contained in the PNR. The PNR conversion process must be accomplished in the Worldspan system.

The four methods for converting PNRs are:

· PNRs with segments on all airlines except Northwest and TWA · PNRs with Northwest segments only -Or- PNRs with TWA segments only · PNRs with Northwest and other airline segments except TWA -Or- PNRs with TWA and other airline segments except NW

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· PNRs with Northwest and TWA segments (multi-host PNRs)

Method One - PNRs with segments on all airlines except Northwest and TWA

The following method for converting PNRs to Worldspan should be used for PNRs that do not have Northwest or TWA air segments.

All segments should be input with an HK status code except United Airline’s segments (UA). UA segments require an MK status code. Using an HK status code win UA segments results in duplicate PNRs and canceled bookings. United segments are non- interactive. Once the segments are converted to Worldspan with the MK status code, seats, boarding passes, and schedule changes cannot be updated. Worldspan recommends verifying current flight times for all United segments on the day the ticket will be issued. Seat selection must be coordinated directly with the airline.

Step Action 1 Enter air segments with the HK status code. Append the CRS code currently holding the PNR (e.g., -AA, -UA, -CO).

Example: 0US495Y1JULCLTPHLHK2-AA

UA example: 0UA744F22MARORDSFOMK2-CO 2 Enter MK segments for car and hotel reservations. 3 Enter the primary phone field. 9-Agent Name 4 Enter all client profile and passenger data exactly as it appears in the original PNR. 5 Enter the appropriate ticketing field. 6 Enter ER to end and redisplay the transaction. 7 Enter 1*XXX/1P-NRL. (XXX equals your agency SID.) 8 Enter E to end the transaction.

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Method Two - PNRs with Northwest segments only -Or- PNRs with TWA segments only

Use the following procedures to convert your existing Northwest or TWA PNRs to the Worldspan system. If a PNR contains both NW and TWA segments, use Method Four - PNRs with Northwest and TWA segments.

Step Action 1 Display the PNR using the NW or TWA flight number, boarding point and passenger name as it appears on the hardcopy. 2 Enter the primary phone field. 9-Agent Name 3 Change the ownership of the PNR to Worldspan. 6$1P 4 Change the record locator. 1@*XXX/1P-NRL (XXX equals your agency SID.) 5 Enter any additional profile or passenger information. 6 Enter E to end the transaction.

Method Three - PNRs with Northwest and other airline segments except TWA -Or- PNRs with TWA and other airline segments except Northwest

Use the following procedures to convert PNRs with NW and other airline segments, with the exception of TWA, or to convert PNRs with TWA segments and other airline segments, with the exception of NW. PNRs that contain segments for both NW and TWA should be converted using Method Four.

Step Action 1 Display the PNR using the NW or TWA flight number, boarding point and passenger name as it appears on the hardcopy. 2 Enter the non-NW or non-TW air segments with the HK status code. Append the CRS code currently holding the PNR (e.g., -AA, -UA, - CO).

Example: 0US495Y1JULCLTPHLHK2-AA

UA example: 0UA744F22MARORDSFOMK2-CO 3 Enter MK segments for car and hotel reservations. 4 Enter the primary phone field. 9-Agent Name

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Step Action 5 Enter all client profile and passenger data exactly as it appears in the original PNR. 6 Enter the appropriate ticketing field. 7 Change the ownership of the PNR to Worldspan. 6$1P 8 Enter ER to end and redisplay the transaction. 9 Enter 1@*XXX/1P-NRL. (XXX equals your agency SID.) 10 Enter E to end the transaction.

Method Four - PNRs with Northwest and TWA segments (multi-host PNRs)

PNRs that contain confirmed air segments for both NW and TWA are considered multi- host PNRs. Each airline’s respective segment(s) reside in a separate record. The segments need to be combined into one PNR. When a multi-host PNR is displayed by the TWA flight number, the NW segment will have an asterisk (*) at the end. Conversely, when a multi-host PNR is displayed by the NW flight number, the TWA segment will have an asterisk.

Use the following procedures to convert multi-host PNRs.

Step Action 1 Display the PNR and check availability on the host flight segments with an asterisk (*). If the host flights are sold out, ignore and display the other host PNR. 2 Resell the host space indicated by the asterisk. In the following example, assume the PNR was displayed using the TWA flight information.

Example: TW145Y 20OCT STLBOS HK1 900A 1130A NW699Y 22OCT BOSMSP HK1 245P 350P * NW699Y 22OCT BOSMSP NN1 245P 350P 3 XK the segment containing the asterisk (*). This will remove the original HK segment from the PNR. Do not cancel the segment. 4 Add any additional profile or passenger information. 5 Enter the primary phone field. 9-Agent Name 6 Change the record locator. 1@*XXX/1P-NRL (XXX equals your agency SID.) 7 Change the ownership of the PNR to Worldspan. 6$1P 8 Enter E to end transaction. Write down the PNR record locator.

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Step Action 9 Display the alternate PNR. If you displayed the PNR using the TWA flight information in Step 1, now display the alternate PNR using the NW flight information.

Example: TW145Y 20OCT STLBOS HK1 900A 1130A * NW699Y 22OCT BOSMSP HK1 245P 350P 10 Change the host segment status (segments with an asterisk) to XK.

TW145Y 20OCT STLBOS XK1 900A 1130A * 11 Cancel the segments resold in Step 2.

NW699Y 22OCT BOSMSP XX1 245P 350P 12 Add the following remark: 5SEE RL-XXXXXX (XXXXXX = the record locator from Step 8) 13 Enter E to end transaction.

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WORLD FILES

Introduction

World Files are used to store, display, and retrieve travel related information. The information contained within a World File can be copied to a PNR or viewed for information purposes. There are three levels within a World File. Each level can contain up to 450 lines of information.

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The following is an example of the World Files structure.

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Level 1 Travel Agency Information Worldspan Travel

Level 2 Level 2 Level 2 Passenger Information Company Information Company Information Walk-in Clients ABC Corporation XYZ Company

Level 3 Level 3 Passenger Information Passenger Information Amy Hassing of ABC Corp. Brad Green of XYZ Co.

Level 3 Level 3 Passenger Information Passenger Information Meg Olson of ABC Corp. Diane Eckman of XYZ Co.

Level 3 Level 3 Passenger Information Passenger Information Ann Lawson of ABC Corp. Brent Jones

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Level 1 Travel Agency Information WORLDSPAN Travel

Level 2 Level 2 Level 2 Passenger Information Company Information Company Information Walk-in Clients ABC Corporation XYZ Company

Level 3 Level 3 Passenger Information Passenger Information Amy Hassing of ABC Corp. Brad Green of XYZ Co.

Level 3 Level 3 Passenger Information Passenger Information Meg Olson of ABC Corp. Diane Eckman of XYZ Co.

Level 3 Level 3 Passenger Information Passenger Information Ann Lawson of ABC Corp. Brent Jones

WORLDSPAN QUEUES

Introduction

A queue is an automated file containing PNRs, messages, or profiles that require servicing or handling. Queues replace calls to airlines, car companies and hotels confirming requests or advising you of changes. Working queues regularly helps keep your clients advised of confirmations, changes and ticketing deadlines.

Current queues must be worked before the close of business the day prior to your conversion to the Worldspan system. Ticketing and Queue Follow-up queues will be transferred to the Worldspan system. Individual queues will not be transferred from your current CRS.

Think of a queue as a file cabinet. Each queue is numbered and represents one file cabinet. Within each cabinet or individual queue there are file drawers. The file drawers are considered categories that are labeled and numbered (e.g., CO, Cl, C2). Some categories can be subdivided with folders. The folders are numbered, date ranges (e.g., Dl, D2, D3, D4).

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Queues can have categories and/or date ranges. Personalized individual queues can be created depending upon your agency's needs. We recommend you review your current and projected operation in order to design your queue system, with the help of your On-site Instructor, as desired during the conversion process.

Queue Types

The Worldspan system utilizes two types of queues, Dual and Special.

Dual queues are subdivided into categories and date ranges. Each category has a maximum of four date ranges. The maximum number of categories in a dual queue is 75 (i.e., 0-74).

Special queues are subdivided into categories only. Date ranges are not allowed. The maximum number of categories allowed in special queues is 165 (i.e., 0-164).

Queue Structure

The following is a list of queues and categories activated in the majority of Worldspan agencies. Additional queues or categories can be activated to meet the operational needs of your office. The queues listed below and queues 8, 10, 11, & 13 are system queues and can not be used. The number of PNR queues that can be activated per agency location is limited to 25 plus the message queue 97, World File queue 98, and a holding queue for QUTC and QLMCB.

Queue Queue Name Queue Categories/ Queue Number/ID Description Type 0 DEFAULT 0 System default PNRs with Special pricing errors or PNRs queued to a non-active queue 1 Reserved for Worldspan system 1 CONFOS 0 Confirmations Dual 7 SKD CHG 0 Default Dual 1 No alternative 2 Host airlines 3 Memo segment 4 OAL schedule change 5 Groups 9 TKTG 0 Default Dual 1 Agent’s name, etc. 19 RDP 0 Default Dual 86 PNR 0 Default Special

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Queue Queue Name Queue Categories/ Queue Number/ID Description Type SEARCH 96 FLW-UP 0 Default Special 1 Agent’s name, etc. 97 (QM) MSG 0 Default Dual (QS) SPVMSG 1 Supervisor message 98 WORLD 0 Default Special FILES

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