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Unit 7 Change of Reservation

Unit 7 Change of Reservation. Ways of Making a Reservation. Go to a travel agency Go to an airline office Go to the airport ticket counter Use your telephone Use your internet or web. Procedures of Reservation. Step 1: Making an inquiry of the PAX’s information Step 2:

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Unit 7 Change of Reservation

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  1. Unit 7 Change of Reservation

  2. Ways of Making a Reservation • Go to a travel agency • Go to an airline office • Go to the airport ticket counter • Use your telephone • Use your internet or web

  3. Procedures of Reservation • Step 1: Making an inquiry of the PAX’s information • Step 2: Confirming the space / Confirmation

  4. Making an inquiry of the PAX’s information

  5. Confirming the Space / Confirmation Status of Reservation • OK: Space Confirmed • RQ: On Request / On Waiting List • NS: No Seat (Infant) • SA: Subject to Load • OP: Open Dated

  6. Some Terms CRS: Computer Reservation System GDS: Global Distribution System Amadeus/ Galileo/Sabre/ Wordspan PNR: Passenger Name Record BF: Booking Files

  7. Normal Passport Alien Passport Diplomatic or Consular Passport Nansen and Laisser Passer Joint Passports Passports

  8. Visas • Visitor Visa • Transit Visa • Re-entry Permits • Exit Permits • Schengen Visa:

  9. The name "Schengen" originates from a small town in Luxembourg. In June 1985, seven European Union countries signed a treaty to end internal border checkpoints and controls. More countries have joined the treaty over the past years. At present, there are 15 Schengen countries, all in Europe. The 15 Schengen countries are: Austria, Belgium, Denmark, Finland, France, Germany, Iceland, Italy, Greece, Luxembourg, Netherlands, Norway, Portugal, Spain and Sweden. All these countries except Norway and Iceland are European Union members. Type A: Airport Transit Visa Type B: Transit Visa Type C: Short Period Visa Type D: Long Period National Visa

  10. Yellow fever Cholera Malaria Hepatitis Bird Flu SARS: Severe Acute Respiratory Syndrome Health Card

  11. Paper Tickets: Conventional Manual Tickets/ Automated Tickets Electronic Ticket Ticket

  12. Celebrities and VIPs Handicapped or ill passengers Infants or unaccompanied children (UMs) Passengers who require special food Passengers with language problems First time passengers The elderly who move uneasily and has difficulty in carrying baggage Passengers on diverted flights Passengers making direct connections The standby passengers Special Passengers

  13. Vegetarian Meals Diabetic Meals Gluten Free Meals Low Calorie Meals Low Fat/ Low Cholesterol Meals Low Sodium Meals Infant Meals Children's Meals Fruit Plate Seafood (not offered on Breakfast flights) Hindu - Hindu vegetarian meals are a standard choice on flights between New York/ Newark, NJ (EWR - Liberty) and Delhi, India (DEL). It is not necessary to request Hindu vegetarian as a special meal for these particular flights. Kosher (During Passover season, only Passover Kosher meals are offered) Glatt Kosher (only offered on flights from Tel Aviv, Israel (TLV) to New York/ Newark, NJ (EWR - Liberty) Moslem Special Meals

  14. Airline Reconfirmation Rule • A passenger having reserved for a seat for a continuing or return trip on an international or regional flight should reconfirm his/ her reservation no later than 72 hours before the flight departure, if he/she is to stay at the continuing or return point for more than 72 hours. Failure to make such reservation will result in the cancellation of the seat reserved. A passenger staying at the continuing or return point for less than 72 hours does not need to reconfirm his/her reservation.

  15. Airline Reconfirmation Rule • Passengers *Passengers who have continuing or return space *Passengers who stay at the continuing or return point for more than 72 hours • Time Limit 72 hours before the departure time of the next flight • Responsibility The automatic cancellation of the space reserved

  16. Creating a Dialogue Suppose I am a business man from NY. My name is James Croft. Now after 2 weeks of holiday in China. I am going to return and make a reconfirmation. NYY——————PEK—————NYC CA981 (-5-) Dep: 1300

  17. Men propose, God dispose. ——A Proverb Change of Reservation

  18. Change of Reservation • Voluntary Changes: Changes made by the passengers • Involuntary Changes: Changes made by the airlines/ carriers

  19. Upgrading/downgrading due to an unavailable seat Overbooking Missing a connection Flight delay Air crash Flight diversion No show Refund of the ticket not used Latecomer Endorsing the ticket due to urgent business Voluntary Changes vs. Involuntary Changes

  20. Pair Work & Role Play

  21. Voluntary Change: A Case Tokyo————————————New York JAL179 (1-3-5-6-) Dep:0800 -------------- Honolulu------------------- JAL137 (-2-4-5-7) Dep: 1130

  22. Voluntary Change: A Case Seattle————————————Los Angeles UA 1790 (Typhoon) UA 5876 Cancel the original flight Another flight leaving 24 hours later Make a new reservation and reissue the ticket Offer free meals and accommodation at airport hotel

  23. Steps on Change of Reservation An agent should know: • 1. Original Schedule • 2. Alternate Choice • 3. Confirmation/ Reconfirmation • 4. Ticket Situation • 5. New Contact Way

  24. 1997: Lufthansa, Air Canada, SAS, Thai Airways und United Airlines create the "Star Alliance", the world's first multilateral airline grouping, later to be joined by other carriers.

  25. 正式会员 加拿大航空（Air Canada） 新西兰航空（Air New Zealand） 全日空（ANA） 韩亚航空（Asiana） 奥地利航空（Austrian） - 包含奥地利航空（Austria Airlines）、劳达航空（Laudair）与奥地利飞箭航空（Austrian arrows，由提洛列昂航空（Tyrolean Airways）代操作） - 隶属德国汉莎航空集团 英伦航空（British Midland International，BMI） 波兰航空（LOT Polish Airlines） - 隶属德国汉莎航空集团 德国汉莎航空（Lufthansa） 北欧航空（Scandinavian Airlines，SAS） 新加坡航空（Singapore Airlines） 西班牙斯班航空（Spanair）- 隶属北欧航空集团 葡萄牙航空（TAP Portugal） 泰国航空（Thai Airways International） 联合航空（United Airlines） 全美航空（US Airways） 南非航空（South African Airways） 瑞士国际航空（Swiss International Air Lines，SWISS） - 隶属德国汉莎航空集团 区域会员 亚德里亚航空（Adria Airways）- 斯洛文尼亚 - 隶属德国汉莎航空集团 蓝天航空（Blue1）- 芬兰 - 隶属北欧航空集团 克罗地亚航空（Croatia Airlines） - 隶属德国汉莎航空集团 Star Alliance

  26. 墨西哥航空公司 （Mexicana Airlines） 法航荷航集团 （Air France-KLM Group） 荷兰皇家航空公司 (KLM) 意大利航空公司 (Alitalia) 美国大陆航空公司(Continental Airlines) 捷克航空公司 (Czech Airlines) 美国达美航空公司 （Delta Air Lines） 大韩航空公司 (Korean Air) 美国西北航空公司(Northwest Airlines) 俄罗斯航空公司 (Aeroflot) Sky Team

  27. 美国航空 （American Airlines） 英国航空 （British Airways） 国泰航空 （Cathay Pacific） 芬兰航空 （Finnair） 西班牙国家航空 （Iberia) 智利国家航空 （LAN Airlines） 澳洲航空 （Qantas） 日本航空 （Japan Airlines） 匈牙利航空 （Malév） 皇家约旦航空 （Royal Jordanian） One World

  28. Thank You for Your Listening!

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