DCS Customer Management Course Guide Table of Contents Before You Start ...................................................................................... 1 What's New in this Course Guide .......................................................... 2 Chapter 1 Getting Started......................................................................................... 3 What Is Customer Management? .......................................................... 3 Security Restrictions .............................................................................. 5 How to Sign In to Customer Management............................................. 6 How to Set Advanced Sign-in Parameters ............................................ 7 How to Sign Out and Close Customer Management........................... 10 How to Open an Application ................................................................ 10 How to Close an Application................................................................ 11 How to Set the Default Carrier............................................................. 12 How to Use the Customer Management GUI: Title Bar and Resize Controls ............................................................................................... 13 How to Use the Customer Management GUI: Menus ......................... 14 How to Use the Customer Management GUI: Screen Features ......... 17 How to Use the Customer Management GUI: Navigation and Shortcuts ............................................................................................................. 25 How to Use the Customer Management GUI: Screen Messages ....... 26 What Are the Prime Flight Details? ..................................................... 27 What Is the Customer Product Table? ................................................ 30 How to View User ID Details ............................................................... 35 How to Change Your Password .......................................................... 35 How to Change User Profiles .............................................................. 36 How to Set User Preferences .............................................................. 36 What Is the Messenger Application? ................................................... 37 How to Subscribe to Message Categories .......................................... 38 How to View Messages ....................................................................... 38 How to Publish Messages ................................................................... 40 How to Use Online Help ...................................................................... 40 How to Access Reservations Using a Cryptic Screen ......................... 43 How to Access World Tracer ............................................................... 44 How to Use the Teletype Applications ................................................. 45 Chapter 2 Flight ....................................................................................................... 51 How to Display Flight Information ........................................................ 51 How to Display Acceptance Figures .................................................... 53 How to Display Pre-defined Customer Lists ........................................ 54 i How to Restrict Pre-defined Customer Lists........................................ 55 How to Refine Pre-defined Customer Lists ......................................... 55 How to Display and Update the Link Failed Customer List ................. 57 How to Display the All Connections List .............................................. 58 How to Display the Baggage List......................................................... 59 How to Display a List of Cancelled Bag Tags...................................... 59 How to Display the Blocked Seats List ................................................ 60 How to Display the Non-commercial PNR Summary List .................... 61 How to Display the Inbound Connections Summary List..................... 62 How to Display the Outbound Connections Summary List .................. 63 What Are Flight Comments? ............................................................... 64 How to Display Flight Comments ........................................................ 65 How to Add Flight Comments .............................................................. 65 How to Modify Free-flow Text Comments ........................................... 66 How to Delete Flight Comments .......................................................... 67 How to Update Catering Figures ......................................................... 68 How to Advance Accept Groups.......................................................... 68 How to Display Contact Information .................................................... 70 How to Update Contact Information .................................................... 71 How to Add Regrade Information ........................................................ 72 How to Delete Regrade Information .................................................... 73 How to Display Customers Eligible for Regrade.................................. 74 How to Set the Number of Customers Eligible for Regrade ................ 75 How to Regrade a Customer Manually................................................ 76 How to Onload Customers .................................................................. 77 How to Set Pro-active Acceptance Figures ......................................... 80 How to Update Staff Acceptance Parameters ..................................... 80 How to Update Flight Information ........................................................ 81 How to Display the Flight Activity List .................................................. 81 How to Add Flight Activities ................................................................. 82 How to Delete Flight Activities ............................................................. 82 How to Redirect Flight Activities .......................................................... 83 How to Update Flight Activities ............................................................ 83 How to Display Flight Coupon Reconciliation Data ............................. 84 How to Display Customer Weight and Balance Details ....................... 84 How to Create and Print the General Declaration ............................... 85 How To Create and Send Movement Messages ................................. 86 How to Display Flight Event History .................................................... 87 Chapter 3 Customer ................................................................................................ 89 What Is the Customer Application? ..................................................... 89 What Is the Customer Product Record? .............................................. 90 What Is Customer Linking? ................................................................. 91 How to Identify Customers Using Basic Options ................................. 93 How to Identify Customers Using Advanced Options .......................... 96 How to Identify Customers by Swiping Documents ............................. 97 How to Identify Customers from Customer Lists ................................. 98 How to Search Further for Customers ................................................. 98 How to Search for Additional Customers............................................. 99 How to Identify a Group ....................................................................... 99 How to Create Commercial or Staff Bookings ................................... 101 How to Find Onward Connections and Merge Bookings ................... 103 ii How to Accept Customers ................................................................. 104 How to Handle Question and Error Prompts During Acceptance ...... 109 How to Accept Customers Without Baggage or Seat Preferences ... 113 How to Deliver High-priority Comments ............................................ 113 How to Provide Ticket Details............................................................ 114 How to Update E-ticket Association Details ...................................... 115 How to Perform Visual Credit Card Verification................................. 116 How to Override Visual Credit Card Verification................................ 116 How to Provide Nationality ................................................................ 117 How to Provide Gender ..................................................................... 118 How to Move Customers to Partner Blocks ....................................... 119 How to Use Advanced Acceptance Options ...................................... 120 How to Follow Up Advance Acceptance............................................ 123 How to Add Customer Names ........................................................... 125 How to Handle APP Responses ........................................................ 126 How to Handle AQQ Responses ....................................................... 129 How to Print the Current Screen Data ............................................... 132 How to Print Boarding Passes ........................................................... 134 How to Print Bag Tags....................................................................... 136 How to Reissue Bag Tags ................................................................. 138 How to Print E-ticket Receipts ..........................................................