PNR (Passenger Name Record)→ Reservation with passenger details and travel CCS. Associated with a unique locator.

Names of passengers, seat reservations on one or more flights, phone numbers and emails, ticket status (issued, time
limit) and interpret and vary the status codes→its standard, in a language that allows any agency
understand what an airline can change in the reserved flights and vice versa.

MANDATORY ELEMENTS IN THE RESERVATION: Name, itinerary (flight seats and other services), contact (phone and
email) and ticket status. The order of these is indifferent, it is recommended by name. If any of them is not entered
A warning message is generated for these elements.

NOMBRE: 3 tipos de pasajero

- Infant or baby 0-2 years old → DO NOT OCCUPY SPACE and always accompanied by an adult
- Child or child CHD 2-12 years old not fulfilled
- Adults ADT 12-XXX years→ Mr. (hombre), Mrs. (mujer adulta casada), Miss (mujer soltera y Ms. (mujer
adult regardless of their marital status

CONTACT: AP transaction max 90 characters

If the contact only pertains to a passenger, it is assigned to the corresponding passenger.

- Home phone: APH+ city code + phone number

- Work phone: APB + city code + phone number
- Email: APE

SALES ELEMENT: Seats can be reserved on flights of certain classes and on specific dates.

1. Reserve from the availability screen > Go to... Airplane image > Lower the page: Availability. It can
access all airlines of Amadeus. Flights are stored in the system for up to 361 days.
future and 3 days in the past.
2. We complete the data: Destination, dates, and classes. The airlines are identified by 2 letters.
Classes:
- First Class: Special Billing (40kg premium or 30 kg). Services: Access door to the plane.
different, wide seats, own auxiliary staff, own toilets, à la carte menus, tableware and
special glassware, free alcoholic beverages during the flight, free entertainment, gifts...
• Gran ClaseP premium: Most luxurious and expensive class. Wide-body planes for intercontinental flights. In
Some flights include skybeds or sleepers, bed seats. Services are the same as first class.
• FirstF first: medium and long-haul flights
• First class with discount A: previous with certain discounts
- Business Class (C): aimed at the professional traveler, on some flights it replaces First Class.
Class. Preferred in IB, Club in BA, Business in LH, Ambassador in TW, Club Premier in UX. Services:
different check-in counter, 30 kg of luggage, larger seats, separated and fewer number
passengers per row in economy class, alcoholic beverages, special menus, and free entertainment.
• Premium business class: more expensive than the intermediate one
• Business class with discount D: cheaper than the intermediate one
- Tourist or economy class: basic class, greater number of seats on a flight. Rates:
they increase towards higher classes or are reduced for promotional rates. They use the same
compartment and services for those traveling with promotional or confidential fares, but if payment is made
tourist rate does not have the limitations of the promotional ones. Services: 20 kg luggage, meals and
onboard refreshments according to schedule.
• Normal tourist class on a jet plane and on a propeller plane.
• Premium economy class: more expensive than standard economy.
• Reduced tourist class S, B, K, M, V, L, Q, H
 3. With the included restrictions, we click SEARCH. From an availability screen, one can request
availability for a specific company or fare or flight information. Make a sale by clicking
about the flight and the desired class, book with options or book normally. In booking with options, we
allows you to verify if the data is correct.
Left lateral→ loaded flights (itinerary). We return to the reservation: show reservation files. In details
From the itinerary, we have all the data related to the flight. Confirmed seats = HK3. HK indicates the
confirmed seats and not on the waiting list, 3 is the number of reserved seats.

BILL SITUATION ELEMENT:

When issuing a ticket, it is necessary that the payment and the airline's commission are included.

The ticket status is indicated for all passengers on the reservation. Transaction format=TK

• +OK→ The ticket is in order and will be issued immediately. We click on Add.
• +TL→ date when the ticket will be issued, since it is after the reservation is made. To the date
We will receive a notification via Amadeus messaging (Queues) for the management of the issuance.
from the tickets of the different reservations we make. We click on More options, we select the passengers
and we indicate TL. We indicate the date of issue.

FINAL: We saved the reservation to obtain the locator and continue working (ER).

……………………………………………………………………………………………………………………………………………………………………………………………

Optional elements

ELEMENTS OF REQUEST FOR SPECIAL SERVICES

It is used to request the company to provide a special service to one or more passengers of the reservation for one or
more aerial segments of it. It usually requires additional information: free text. Better handling by knowing the
policies, requirements or restrictions and the fees for these special services of the companies.

This element will generate a response to the agent from the Airline Company, the confirmations of the companies.
to verify that those services will be provided via status codes through the queuing system.

Food code General Codes

CHMLChildren's food BLINDBlind

Food for diabetics BSCTCuna´

FMPLFruit Unaccompanied Minor

KSMLKosher Food Languages are spoken

Low-calorie food MAAS Arrival Assistance Service

LSML Food without salt Another unspecified service with an existing code

Muslim food PETCA Companion animal in cabin

VGML Vegetarian food PETAnimal in Warehouse

WCHR Wheelchair for ramp

• STEPS FOR FOOD:

1. "Add seats and services." We mark the service to be requested (a meal) and the passenger requesting it.
 2. Hacemos click encomidas estándarpara ver las opciones y seleccionamos la solicitada. Para incorporarlo al PNR
we click on Request.
3. At the bottom of the seat and services catalog is the summary of the requested services.
COMMAND MODE:

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• EXCESS LUGGAGE:

Excess baggage request registration:

1. Click on baggage and we will display standard baggage. We select Request for Excess Baggage (XBAG).
We specify the number of bags, the weight, and size.
2. Click request and you will be incorporated into the PNR.

[Link] → different airline company codes.

• SEAT RESERVATION:
In many cases, regular airlines allow for advance seat reservations, but they do not
it can in all. Some routes→ seat reservation is impossible or is limited. Airlines
they reserve the right to change the selected and already assigned seat for various reasons, mainly
for safety. All passengers (in regular airlines) have assigned seats in the
boarding moment. If it cannot be reserved in advance, they will be assigned at check-in time.

1. Section What do you want to do next? From the reservation file, we click on Add seats and
services
2. Catalog of seats and services we give to Seats.
3. Seat map section, we update the passenger selection and the flight segment if necessary.
4. To set certain features on the seat, we click on Features and use the filter.
5. If you want to request a crib, you can do so by checking the crib request box.
If there is more than one cover on the plane→ select super or lower
Book a single seat→ Click on a seat or enter the seat number in the text field and click it.
Add SSR
Reserve multiple seats→ Click on an available seat for each passenger or enter the numbers of
seats in the text field and click Add SSR. *Make sure the seat numbers are
the same number as the passengers.

When a seat is selected, the passenger number appears inside the seat icon.

Video reserves seats:[Link]

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• Passenger Assistance
They are sent to the company to request specific assistance required by a passenger. For example, the
wheelchair request:
3 types of wheelchairs:
 Wheelchair up to the ramp WCHR: the passenger goes up and down the airplane stairs and walks to their
seat
Wheelchair to the plane WCHS: The passenger CANNOT climb the stairs but can walk to their
seat
Wheelchair to the seat WCHC: the passenger CANNOT board and CANNOT walk to their seat,
he/she has to go in a wheelchair to him.

Others:
WCBDS Wheelchair with battery or WCBW Wheelchair with wet battery
Wheelchair on board for moving inside the plane.
Not all companies are prepared to work with all types of chairs, also depending on
In order to request the use of a wheelchair, it will be necessary to request other services such as oxygen, etc.
The most common thing is that on the day of the trip, the customer has to check in their seat and move to the one they will be given.
the company that is responsible for the handling of the airline. This service usually includes an escort of the
company to assist the passenger during the journey until the trip is completed.

1. Catalog of seats and services we click on Standard Passenger Assistance and select the type
wheelchair. In the description we provide information about the use or purpose of the chair.

COMMAND MODE:

TAKE INTO ACCOUNT→ The SR of wheelchairs are "explodable", if only SR WCHC/Px is put and
press Enter→ We request this service on all flights of the reservation regardless of the airline.
let it operate.

1. We write the transaction and ENTER: SRWCHC-ILLNESS/P1

2. We record and close (ET and ER)
3. We await confirmation of the service by checking the reservation with IR (KK for confirmed UC/UN for
not available.

Other passenger assistance services:

MEDA: MEDICAL CERTIFICATE

DEAF BLIND: VISUALLY IMPAIRED; INDICATE IF THEY HAVE A GUIDE DOG

DEAF: HARD OF HEARING; INDICATE IF HAS GUIDE

STCR:DOG
CAMILLA

• PET ANIMALS:
 When the customer travels with their pet on board, travel agents must inform the airlines. NO
ALL AIRLINES ALLOW TRAVELING WITH ANIMALS. Those that do allow have a limit on the number of
pets. Animals can travel in 2 ways: In the hold, vented part of the cargo hold.
airplane, they must be in cages that meet the IATA legal requirements and the weight of the pet must not exceed
the 75 kg. In the cabin, pets weight included the carrier of 8 kg, the weight may vary according to the
carrier. EXEMPT FROM TRAVEL IN WAREHOUSE→ The guide dogs

The following requirements must be met:

- Health certificate signed by a qualified veterinarian issued between 2 and 8 days before the flight.
- Must be at least 10 weeks old, in some cases 12 weeks (puppies). These conditions
may vary depending on the destination country→ to get in touch with the embassy of the country.
- Mandatory valid rabies vaccination certificate at least 21 days before the flight departure.
- Traveling outside the EU is recommended to consult the health regulations and certificates required with
advance
- Travel within the EU must have a microchip and an official EU passport for pets that must be
issued by a qualified veterinarian with the following info:
Owner's name and address, description of the pet, type of identification (microchip or
tattoo), date and mark of the rabies vaccine, serological test for rabies, vaccine test
against ticks and hydatid cysts and other vaccines.

Click on Companion Animals, Standard Transport and we give you PETC.

2. We provide the information required by the company in the description and click on Request.

COMMAND MODE:

Once the request has been made (whether we have asked for the animal to travel in the hold or in the cabin), we are only left with
It needs to be closed through the ET/ER transaction (both allow saving).
But... what happens when the animal is not a dog or a cat or a bird, but a ferret, a lizard, or a fish, for
Can you give an example? In that case, you need to contact the airline because many of them do not accept.
depending on the type of animals. Also, take special care with the animal transport policies in each country.
Traveling pets need a health passport and in countries like the United Kingdom, a dog or a cat must pass a
quarantine before being able to enter the country. It is important to keep this type of information in mind before applying to the
airline the service of transporting animals so that your client does not have any last-minute surprises.

PNR SEGMENT STATUS CODES

These codes are used by travel providers to send information about bookings and requests.
special services.

The notice codes are the status codes that are used most frequently. When a travel provider
the provider inserts a warning code in the PNR if it confirms or changes a segment (the time or flight number)
he/she puts it in line.

HX→ Reservation canceled→ eliminate the segment

NO→ No action taken (by the airline)→ remove the segment

UC→ It can't be done; flight is closed, there is no waiting list.→ Eliminate the segment

UN→ It can't be done, there is no flight.→ Remove the segment

KK→ Confirmed→ Change to HK

KL→ Confirmation from waiting list→ Changed to HK

TK→ Confirmation, inform the passenger of the new schedule.→ Changed to HK

TL→ On the waiting list, notify the passenger of the new schedule.→ I changed to HL

TN→ Reservation is required, notify the passenger of the new schedule.→ I changed to HN

US→ Reservation cannot be accepted, on waitlist (x airline)→ Change to HL

US→ On the waiting list (x airline)→ Change to HL

EMD: ELECTRONIC MISCELLANEOUS DOCUMENT

It is an electronic document, an industry standard designed to facilitate the sale of services related to the
trip: complementary services (ancillaries) (excess baggage, VIP lounge, parking reservation, pre-booking of seats) or
other types of services required (residual value, penalties for reissues, deposit per group).
It can contain 1-16 coupons and there are several types:

- EMD-A "ASSOCIATED"→associated with a ticket: payment for services associated with a ticket, the documents
they are associated and connected. The EMD can be issued at the same time or after issuing the ticket, NEVER
before. If we try, the program replies: MISSING OR INVALID ISSUE IN CONNECTION WITH
Both documents are SYNCHRONIZED: if a coupon is used on the ticket, the coupon from the EMD-A
it also changes.
The services of the EMD-A are reserved through a SSR (special service request). Quotation is
automatic and the creation of the TSM-P (the EMD mask) is done using the FXG input. The field
ICW (in connection with) the TSM and the EMD includes the associated ticket number.
The information about the ticket and the EMD is reflected in the ETR (electronic ticket record) and in the EMD-A.
they are associated, if there is any modification in the EMD-A or in the ticket (cancellation, refund, reissuance)
 both documents will be automatically unlinked. ONLY the airline is capable of linking or
unlink an EMD-A manually.
- EMD-S 'STANDALONE'→ NOT associated with the ticket. It can be issued BEFORE, AFTER OR AT THE SAME TIME as the
ticket. Its status changes according to the airline's instructions: it can be at issuance (payment for
penalization) or at the check-in counter (checked baggage).
The services of this EMD are created through an auxiliary segment (SVC). Since they are not associated with a
ticket, the EMD does not have information about the ticket (but it can be added in the ICW field) In
In some cases, the airline may indicate that it is necessary to add the connecting ticket.

OP ELEMENT WITH SPECIFIC DATE

Se puede agregar una fecha para que el sistema lo envíe en esa fecha, con fin de recordar algún asunto pendiente en el
PNR.

Format: OP10DEC/check hotel in Bogotá with pax Garcia

Format for sending to the queue (since a queue number is not specified, it will be queue 3, on December 10)

Free text message, up to 200 characters

To add queue number (queue 20 category 0): OP10NOV/20C0/CHECK HOTEL IN SANTIAGO WITH PAX GARCIA

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TARIFFING

Total price of the plane ticket: Fare + taxes + baggage + issuance fees + fuel charge + other charges and
services offered.

- Ticket fare: price applied by the airline per route and flight
- Airport rates or those related to the use of infrastructure and security can be applied separately from the
ticket fare.
- Luggage: some airlines charge this separately and it depends on the number of bags or the weight.
- Issuance charge: charge applied by the airline or agency for the ticket issuance.
- Fuel surcharge: in case of significant increases in fuel prices, they add this charge.
additional.
- Other services: additional insurance, VIP lounge access, etc. That can be chosen by the passenger.
- Conditions: part of the ticket includes conditions such as minimum or maximum stays, surcharges or
limitations in case of cancellation... These conditions must be made CLEAR to the passenger at the time
from the purchase of the ticket.

Tariff an itinerary→ with a list of applicable rates based on your search criteria, as stated in the file
at least one passenger along with at least one segment must be reserved.

1. Click on Air Pricing within Itinerary Details or also from Flight Price/TST within What
What do you want to do next?
2. Select the passengers or segments you want to price.
3. Restrict the quoting options→ advanced options are types of rates, fees, surcharges or type of
rate restriction (if we do not want to add or change restrictions, we leave the existing ones as they are)
4. Select Choose the billing mode to apply: Price with TST (FXP) and we click on Price.
5. We select the type of rate that interests the customer and click on Save and confirm ER to load the rate.

The fare charge is made at the moment we want to view the fare and its conditions, according to the reservation that
we have completed the flights in the PNR.
 When we load the fee→ a mask/image of a bill TST - Transitional Stored Ticket the MOST part
IMPORTANT of the ticket that forms the matrix of our reservation and where all the data that interests us appears.
The following conditions apply:

- Only one rate is applicable on the itinerary.→ the system displays the ticket image, it uses FXPy
store the rate in a TST.
- When there is only 1 passenger in the PNR→ the system displays the ticket image.
- Various passengers→ the system displays the passenger list and the fare details
- The rate proposed by the System is valid until the end of the transaction (ET, ER)
- The link to the Amadeus fare database has a 3-MINUTE LIMIT. If you remain inactive
for more than 3 minutes→ se pierde el enlace y habrá que volver a ingresar la transacción de cotización.

Elements that are generated automatically in "Rate Elements" when recording the rate (ER/ET):

• FV Field (Validation) indicates which company (out of the several that may be in a PNR) is receiving the money.
what the customer pays. It is also recorded in the PNR and in the ticket.
• Field FE (Endorsement) informs about whether changes and returns are allowed. It is used to identify any
restriction and the application rule that comes from the notes loaded by the airline→ this element
It can be optional or automatic. The system records the fee at the moment the rate is recorded. It can be
manually modified for the entry of more restrictions, the format should be used: FE (free text)
Example: FE Not Refundable

Usual comments:
NOT REFUNDABLE→ NON REF→ Non-refundable
NOT ENDORSABLE→ NON END→ Non-endosable
NOT REROUTABLE→ NON RER→ Not rerutable
REFUNDABLE ONLY TO→ REF ONLY TO XX→ Refundable only to
VALID ONLY IN XX→ Valid only with a specific airline
No end/No ref→ Non-endorsable/Non-refundable
Change fee applies→ Charges apply for changes.

TO ISSUE THE TICKETS (PAYMENT METHOD FP AND COMMISSION FM)→ We need to create the following elements
of the rate:

• PAYMENT METHOD AND SERVICE FEE:

With this transaction, we indicate that the client pays and in what manner. The transaction will be recorded.
both on the PNR and on the ticket. With SF we indicate the Service Fee, that is, the commission that the customer pays to
the agency for its services and how they are paid. After entering one of the following transactions, we must
press ENTER to enter it in the PNR:
1. TICKETS WITH CREDIT CARD (THE TYPE OF CARD, THE NUMBER OF IT AND ITS
EXPIRATION DATE) AND CASH SF: FPCCVI4444333322221111/1120+SFCA/EUR5LE WE GIVE TO
ENTER AND IT IS REGISTERED IN THE PNR
2. TICKETS AND SF WITH CREDIT CARD:
FPCCVI4444333322221111/1120+SFCCVI4444333322221111/1120/EUR5
3. CASH TICKETS AND SF WITH CREDIT CARD: FPCASH+SFCCVI4444333322221111/1120/EUR5
4. TICKETS AND SF IN CASH: FPCASH+SFCA/EUR5
• COMMISSION:

With this FM transaction, we can still collect the percentage that the agency will take for each reservation.
made and will charge the airline through this system. This transaction will also be recorded
both in the PNR and on the ticket, although it tends to disappear.
• ISSUE:
OSI ELEMENT

Other Service InformationOSI→ contains special information about a passenger or several in the PNR and is sent to the
airlines. It is not a service request, therefore, it does not require confirmation from the airline.

INTRODUCE AN OSI→ A 2-letter code is needed that identifies the airline that will receive the information. If
A piece of information goes for several airlines using the YY code, which is common to all.

TO CREATE AN OSI→ Mandatory OS transaction code and airline code. If an OSI element is not
not associated with any passenger, it assumes that it belongs to all passengers. ALL the information that a piece of information has
OSI is extracted from the agency's office profile. Association with segment is not allowed (each flight a
itinerary).

STEPS:

1. What do you want to do next? We click on Add another service information

We complete these fields:
Airline: 2 letter code of the airline
We associate a passenger if necessary.
The text (VIP) is written in the designated field for it.
3. We click on Add OSI and then Accept.
4. We save and confirm (ER) or We save and close
OBSERVATIONS OR REMARKS:

The remarks or free text observations in a PNR→ contain additional information related to the passenger or their
reservation (visible to all users authorized to display the PNR including airlines).

STEPS:

1. What do you want to do next? Click on Add a comment.

2. In the dropdown we select the type of observation we want to make: (we can associate the
observations to one or more passengers if necessary→ when entering the observation we select passenger
associate and we select the passenger(s.)
- GENERAL OBSERVATIONS (RM)
Type: RM Free Text Add document

- CORPORATE OBSERVATIONS (RX)

Type: RX Free Text Add Document

- CONFIDENTIAL OBSERVATIONS (RC)

Observations that can ONLY be seen by the agency or branch that created the PNR or may be visible to the
agencies that are designated.
Type: RC Free Text Add Document

- ITINERARY OBSERVATIONS (RIR)

Notes that are added to the PNR as free text that will be visible when printing the ITINERARY
of the passenger.
Tipo: RIR Free Text Add Document
- INVOICE OBSERVATIONS (RIF)
Remarks that are added to the PNR as free text that will be visible when printing the INVOICE.
passenger.
Type: RIF Free Text Add Document

- INVOICE AND ITINERARY OBSERVATIONS (RII)

Notes as free text visible in the ITINERARY AND ON THE PASSENGER'S INVOICE.
Type: RII Free Text Add Document

COMANDOS: 4. Itinerary observations

ET→ Close the work and save the changes

ER→ Get locator and keep working, save changes and continue
IG→ Ignore
ETK→ Save changes, change warning codes and close
BT→ Save, send IMR and close

SAVE→ IT IS NEVER USED SUPER FALSE

SAVE AND CONFIRM→ YES