Travel Booker’s Guide generic reservations handbook Table of Contents Page Welcome to Flightline Travel Management Ltd ....................................................................................... 4 Guide to Business Travel ................................................................................................................................ 4 Contact Information - Flight, Rail, Car, Passport Visa ............................................................................... 5 Flightline Travel Management Ltd ................................................................................................................. 5 General Reservations - (Air, Rail, Eurostar & Car) .......................................................................................... 5 Out of Hours Service....................................................................................................................................... 5 Reservations Team ......................................................................................................................................... 5 Account Manager ........................................................................................................................................... 5 Contact Information – Hotels (Only if utilising our online self-booking tool) ............................................. 6 Hotel-line ........................................................................................................................................................ 6 General Reservations - Hotels ........................................................................................................................ 6 Out of Hours Service - Hotels ......................................................................................................................... 6 Reservations Team ......................................................................................................................................... 6 Account Manager ........................................................................................................................................... 6 Generic Services ..................................................................................................................................... 7 Added Value .......................................................................................................................................... 8 Operation – Flight, Rail, and Car Hire ...................................................................................................... 9 Flight Ticket Delivery ...................................................................................................................................... 9 Out of Hours Emergency Service – Flight, Rail, and Car Hire ......................................................................... 9 Out of Hours Emergency Service Procedure – Flight, Rail, and Car Hire ..................................................... 10 Personal Traveller Profile - Flights ................................................................................................................ 10 Passport and Visa Applications .................................................................................................................... 10 Operation – Hotels (Only if utilising our online hotel self-booking tool) ................................................. 11 Out of Hours Hotel Emergency Service ........................................................................................................ 11 Out of Hours Hotel Emergency Service Procedure – Hotels (Only if using our online self-booking tool otherwise call Emergency service as detailed on page 5) ............................................................................ 11 Air Reservations Offline ........................................................................................................................ 12 Making a Reservation ................................................................................................................................... 12 Making a Change to an Airline Reservation ................................................................................................. 13 To Cancel an Airline Reservation .................................................................................................................. 13 Advanced Passenger Information (APIS) ...................................................................................................... 13 Air Reservations On-line ....................................................................................................................... 14 Travel Bookers Guide to Reservations 2013 © Flightline Travel Management Ltd. Page 2 of 30 What Type of Ticket Should You Use ........................................................................................................... 14 Flightline Wholesale /Consolidated or Contracted Net Tickets ................................................................... 15 Unused Tickets ............................................................................................................................................. 15 Alternative Fare Type Names ....................................................................................................................... 16 Traveller Health/Inoculations ....................................................................................................................... 18 Chauffeur Drive ............................................................................................................................................ 18 Airport Parking ............................................................................................................................................. 18 Air Charter .................................................................................................................................................... 18 Conference & Group Travel .................................................................................................................. 19 Car Hire Services .................................................................................................................................. 20 Ferry Services ....................................................................................................................................... 20 Rail Services ......................................................................................................................................... 21 Domestic Rail ................................................................................................................................................ 21 UK Rail Ticket Types...................................................................................................................................... 21 European and Worldwide Rail ...................................................................................................................... 22 Eurostar and Euro Tunnel ............................................................................................................................. 22 Hotel Reservations Online & Offline ...................................................................................................... 23 Customer Service ................................................................................................................................. 24 Glossary of Terms for Air Travel ............................................................................................................ 25 Appendix - Offline Forms ...................................................................................................................... 27 APIS - Advanced Passenger Information Form ............................................................................................. 28 Traveller Personal Profile Form (Confidential) ............................................................................................. 29 Offline - Hotel Booking Form ........................................................................................................................ 30 Travel Bookers Guide to Reservations 2013 © Flightline Travel Management Ltd. Page 3 of 30 Welcome to Flightline Travel Management Ltd We welcome you as a customer of Flightline Travel Management and would like to take this opportunity to say how pleased we are to have been appointed to service your travel account. The key to our success lies in our ability to understand and interpret each of our clients’ needs individually. Guide to Business Travel This handbook is designed to assist travellers and travel bookers when organising travel. The handbook offers an insight into the rules and regulations involved when booking travel and specific information relating to the servicing of your travel account by Flightline Travel Management. Flightline Travel Management understand the key objectives for managing your travel services and are able to provide efficient and effective service and value for money. We also understand that due to the nature of your business, your travel arrangements are very confidential. Over the past years, the travel industry has seen many changes. The introduction of low cost airlines and new technologies has had a major impact on the way air tickets are bought and sold. Customers’ needs have also changed with air travellers demanding