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Agent Training > Week 3 Test > Flashcards

Week 3 Test Flashcards

1
Q

what are the three levels of profiles

A

MAR, BAR, and PAR

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2
Q

what is the MAR profile level

A

travel agency’s profile (NT)

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3
Q

when is the mar profile only used

A

when we are booking for a leisure who doesn’t have a profile with us

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4
Q

what is the BAR profile level

A

company/govt agency profile (account) business

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5
Q

what are some examples of info the bar profile will contain

A

account travel policy
account number
service fee structure
primary POC

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6
Q

what is the PAR profile level

A

individual traveler’s profile, passenger

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7
Q

what are some examples of info the the par may contain

A 
PAX name
DOB
contact info
seat preference
membership numbers
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8
Q

what is a CBA

A

centrally billed account

credit card attached to agency or company

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9
Q

what is the IBA

A

indiviually billed account

individual pax credit card

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10
Q

how are the profile levels related

A

they’re tied to each other

ex cannot build a PAR level without attaching it to a BAR, PARs always associated with a BAR

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11
Q

what are the CONCUR accounts

A 
fema
bfs
fletc
iaops
itc
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12
Q

what does fema stand for

A

federal emergency management agency (DHS)

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13
Q

what does bfs stand for

A

bureau of Fiscal Services (umbrella agency)

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14
Q

what does fletc stand for

A

federal law enforcement training center

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15
Q

what does IAOPS stand for

A

office of intelligence and analysis - operations (DHS)

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16
Q

what does ITC stand for

A

international trade commission

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17
Q

how are national travel and concur connected

A

NTI subcontracted through concur to certain accounts

NT doesn’t have access to their system so we can’t change their profiles

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18
Q

whats the difference between the layouts of the concur profiles

A

there is no difference between their layouts

all the same

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19
Q

how do yo find certain info in a concur profile

A

its all in the face of the profile

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20
Q

what are NTs nonconcur accounts

A 
usc
corp
small gov
morgantown
shonk
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21
Q

what psuedo is usc booked in

A

c5a

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22
Q

what psuedo is corp booked in

A

ck3

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23
Q

what psuedo is small gov booked in

A

4hd

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24
Q

what psuedo is morgantown booked in

A

5vp

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25
Q

what psuedo is shonk (leisure) booked in

A

h4e

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26
Q

what psuedo is fema booked in

A

2d69

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27
Q

what psuedo is bfs booked in

A

2d5v

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28
Q

what psuedo is fletc booked in

A

2d5w

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29
Q

what psuedo is iaops booked in

A

2d5w

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30
Q

what psuedo is itc booked in

A

2d5x

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31
Q

what does the format SLB stand for and what does it pull

A

similar lists bar

shows all accounts in a pseudo

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32
Q

what does the format “SLP/ (acct name)” pull

A

all pars created under that acct

only useful when the acct is small

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33
Q

how do checkins work for CONCUR clients

A

if they don’t ask we don’t offer

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34
Q

is the service fee diff for diff CONCUR accts

A

no, all concur accounts have the same service fees

but FEMA is the only one with an after hours charge

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35
Q

what identifies the account number in a profile

A

*CA

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36
Q

what numbers do gov VISA CBAs start with

A

448627

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37
Q

how do you view a specific accts BAR once in correct psuedo

A

S*(business or org name)

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38
Q

how do you view a specific PAR once in correct psuedo

A

S*(business or org name)-(last name of traveler) (first name of traveler)

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39
Q

how to view a BAR when in a diff psuedo

A

S*(correct psuedo)/(business or org name)

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40
Q

how to view a PAR when in a diff psuedo

A

S*(correct psuedo)/(business or org name)-(last name of traveler) (first name of traveler)

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41
Q

format to move a profile to start a PNR

A

MV/+*CASANDRA

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42
Q

what do gov’t IBAs start with

A

448612

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43
Q

how do you redisply the last profile that was viewed (BAR or PAR)

A

s*r

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44
Q

how do you display the BAR level associated with a PAR

A

S*B

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45
Q

how do you display the profile attached to a PNR

A

*PA

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46
Q

how many profiles can a PNR have attached

A

1

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47
Q

does each PNR have to have a profile attached? what is the exception

A

yes must have a BAR or PAR

unless a true leisure PAX

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48
Q

how is info displayed in a non-concur profile? whats the diff about this?

A

its displayed in a travel screen

their info is behind the scenes not on the face of the profile

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49
Q

how do you display individual/PAX FOP info (IBA) on the travel screen

A

SP*GP

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50
Q

how do you display account FOP info (CBA) on the travel screen

A

SP*GB

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51
Q

how do you display PAX airline frequent flier numbers on the travel screen

A

SP*MI

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52
Q

how do you display PAX rental car frequent renter numbers on the travel screen

A

SP*MI/CAR

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53
Q

how do you display PAX hotel frequent guest numbers on the travel screen

A

SP*MI/HOTEL

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54
Q

what is a scrape and how do you do it

A

“SPE”

moves FOP & frequent flier numbers into PNR only do with non-CONCUR pars

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55
Q

what must you have in a PNR before using scrape

A

itinerary

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56
Q

what signifies a KT # given to PAX by FEMA

A

0

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57
Q

what signifies needs aisle on travel screen

A

NA

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58
Q

what signifies needs window on travel screen

A

NW

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59
Q

how is frequent flyer data represented in CONCUR profiles

A

MP*(airline code)-(number)

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60
Q

what signifies a get there profile in a PAR

A

uscourts before name

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61
Q

do most vendors require security code or billing zip code when making a res? what are the exceptions

A

No
AMTRAK requires both
cape air requires security code

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62
Q

what do all vendors require for ticket purchase

A

cc number and expiration date

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63
Q

what is required for seat or other ancillary services and how are these charged?

A

they require CVV and billing address on top of cc number and expiration date
charge directly to vendor

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64
Q

what does jet blue require on end of FOP field that is different from the standard input

A

/OK

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65
Q

code, start digit and # of digits in a mastercard

A

CA
5
16 digits

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66
Q

code, start digit and # of numbers in a visa

A

VI
4
16 digits

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67
Q

code, start digit and # of numbers in a discover

A

DS
6
16 digits

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68
Q

code, start digit and # of numbers in an american express

A

AX
3
15 digits

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69
Q

code and # of numbers in a UATP

A

TP
15 digits
Universal air travel plan

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70
Q

what is the typical makeup of the FFY and what is the rewards program called for UA

A

2 or 3 letters first, the rest are numbers

mileage plus

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71
Q

what is the typical makeup of the FFY and what is the rewards program called for AA

A

mix of letters and numbers through out

AA advantage

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72
Q

what is the typical makeup of the FFY and what is the rewards program called for DL

A

numbers only

Sky miles

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73
Q

what is the typical makeup of the FFY and what is the rewards program called for WN

A

numbers only

rapid rewards

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74
Q

what is the format to pass quality control when there is an arunk (location or date mismatch) in the reservation

A

[]:5N/ITIN OK

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75
Q

what is an SSR message

A

message to airline that requires action

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76
Q

what are examples of SSRs

A

wheelchair request, meal request, etc

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77
Q

what must you do after putting an SSR in a reservation

A

call the airline to make sure that they recieved the request

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78
Q

how do you find the appropriate SSr code for the situatation

A

“HELP (wheelchair)”

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79
Q

what is the basic format to enter an SSR code for the whole trip

A

{}:3(SSR code)

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80
Q

what is the format to enter an SSR code for segment 1 of the res

A

{}:3(SSR code)/s1

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81
Q

what is the basic format to enter an SSR code for the first PAX only on a multi-pax PNR

A

{}:3(SSR code)/N1

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82
Q

what is the format to delete a SSR or OSI code

A

C:(line #){}:3

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83
Q

what are common characters that known traveler numbers start with

A

TT
98
ZZ
0

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84
Q

what characters do known traveler numbers for judges start with

A

ZZ

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85
Q

what SSR info if required for every res

A

secure flight info and contact info from running the scripts

86
Q

what field are SSR requests visible in

A

*PS

87
Q

what are some examples for which you will need to create some internal documentation in a record?

A

missing or undesirable seat assignments
no car/hotel booked, travel out of company policy, go over contract rate
anything out of the ordinary

88
Q

what is the format to create some internal documentation in a record

A

P:MEMO/(freeform)/C8/(date)

89
Q

how do you view the p memos

A

*PP

90
Q

what is the format to create a PS line

A

PS-(freeform)

91
Q

where does the PS line display at

A

PNR billboard

shown at the top of PNR (above locator)

92
Q

what is the PS line used for?

A

urgent data, warnings, PNR status (cc decline)

internal documentation only

93
Q

how do you change the PS line

A

C:PS-(freeform)

94
Q

how do you delete a PS line

A

C:PS-

95
Q

what are itinerary remarks and are they shown to customers?

A

an external communication to the customer which is used to reiterate any special info about the itinerary
shows up on their itinerary

96
Q

what are examples of remarks that you might make in a PNR

A

no car or hotel booked

missing or undesirable seat assignments

97
Q

what is a RMA and how does it display on a PNR

A

an associated remark

attaches to specific segment on the itinerary

98
Q

what is the format to attach an RMA

A

RMA0(segment #):(freeform)

99
Q

what is a RMU and how does it display on a PNR

A

general remark

found in a separate area at bottom of itinerary

100
Q

what is the format to create an RMU

A

RMU:(freeform)

101
Q

how do you view all itinerary remarks on a PNR

A

RM*

102
Q

how do you change an itinerary remark

A

RMC:(line #):(freeform)

103
Q

how do you delete an itinerary remark

A

RMC:(line number)

104
Q

what category of the rule must be statisfied before you can save

A

rule-end mandatory

105
Q

what does the rule not prompt you to do but still must be done

A

email address
stored fare
phone OSI

106
Q

what does the rule not prompt you to do but are optional fields

A

concierge script
SSRs and OSIs
PMEMOS and PS line
RMAs and RMUs

107
Q

how do you enter a form of payment

A

F-VI444333222111/D1122

108
Q

how do you change a form of payment

A

C:F-VI444333222111/D1122

109
Q

how do you remove a FOP

A

C:F-

110
Q

where is the FOP found

A

*T

111
Q

insert a placeholder for CC

A

F-CC

112
Q

is a cc needed before you can charge service fee?

A

yes

or you can do placeholder

113
Q

enter a form of payment for a jet blue flight

A

F-VI444333222111/D1122/OK

114
Q

how do you view the rule checklist once attached

A

RULE

115
Q

how do you remove a rule record from the PNR

A

RULX

116
Q

at what point is a leisure PNr considered complete

A

RUN ISSUE SCRIPT BEFORE INVOICING
NEED QC APPROVAL
SEND PNR TO HOWIE

117
Q

what is the format to send email itinerary and to send a PNR to quality control

A

QEP/42E/96+42E/70*CQC

118
Q

format to enter the account number in a res

A

T-*CA(account #)

119
Q

what does the account number tell apollo

A

what service fee needs to be applied

changes based on account/client

120
Q

format to enter the booking location in a res

A

T-*BL(05)

121
Q

how is the booking location determined

A

its your home department

where you’re physically located

122
Q

what does applying your booking location do to a PNR

A

applies sales to your department/team

123
Q

what is the account number for leisure customers

A

their phone number, no spaces or dashes

124
Q

format to view confirmed seats

A

9D

125
Q

what status are confirmed seats in

A

HS or HK

126
Q

what status indicates that you need to IR or cancel and reassign your seats

A

PN or NO

127
Q

what status indicates that your seats are sold not confirmed

A

LS or NN

128
Q

what status should your flight be in before you try to get seats

A

HK

129
Q

how do you look at seat availability before selling the flights into your record

A

clicking on the equipment code in the air availability screen
make sure you select free seats from the drop down menu

130
Q

for mat to cancel the seats from a specific segment

A

9X/S(segment #)

131
Q

format to cancel all of the seats in res

A

9X

132
Q

when looking a seat map what does this symbol indicate - (W)

A

over wing

133
Q

when looking a seat map what does this symbol indicate - (E)

A

exit row

134
Q

when looking a seat map what does this symbol indicate - (P)

A

preferred

135
Q

what do preferred seats include

A

standard legroom
closer to the front
an additional charge unless you have status

136
Q

when looking a seat map what does this symbol indicate - (.)

A

occupied

137
Q

when looking a seat map what does this symbol indicate - (-)

A

extra legroom

138
Q

when looking a seat map what does this symbol indicate - (DOOR)

A

exit doors

139
Q

when looking a seat map what does this symbol indicate - (*)

A

no infants

140
Q

when looking a seat map what does this symbol indicate - (R)

A

restricted recline

141
Q

are seat assignment purchases refundable

A

generally no

142
Q

what is the format to assign a seat to passenger 1 in a multi person reservation

A

9S/N1/S1/23C

143
Q

what do you need to do if a passenger wanted window seats but no window seats were available at the time of booking for segment 1

A

RMA01: AISLE SEATS CONFIRMED. MONITORING FOR WINDOW PREFERENCE

144
Q

what do you need to fi the airline won’t allow you to make any seat assignments for segment 1

A

RMA01:SEAT ASSIGNMENTS RESTRICTED BY CARRIER

145
Q

what does adding canned remarks do to a reservation

A

adds cookie cutter statements to the emailed itinerary

146
Q

where do you view the canned remarks

A

*PT

the accounting field

147
Q

how to change an item in the accounting field

A

C:(line #)T-(change)

148
Q

how to delete an item in the accounting field

A

C:(line #)T-

149
Q

how to delete multiple items (nonsequential) in the accounting field

A

C:1*3T-

150
Q

how to delete multiple items (sequential) in the accounting field

A

C:1-3T-

151
Q

what is an OSI message

A

message to an airline advising of info pertaining to PAX

doesn’t require action from airline, informational only

152
Q

what are some examples of OSI messages that you could make

A

PAX phone #
cross reference mult pax traveling together in seperate PNRs
advise of blind or deaf PAX
gov

153
Q

what OSI message must be sent ever time

A

PAX phone #

154
Q

what is the format to make an OSI phone field

A

[]:3OSIYYCTCH/(phone number)

155
Q

what is the basic OSI format

A

[]:3OSI(airline code) (freeform)

156
Q

how do you change an OSI phone number

A

C:(LINE #)[]:3OSIYYCTCH/(phone number)

157
Q

how do you delete multiple OSI or SSR messages

A

c:(line #)-(line #)[]:3

158
Q

what is the format to view all SSR and OSI messages together

A

*PO+PS

159
Q

what field are OSI messages visible in

A

*PO

160
Q

what is the format to view all SSR and OSI messages together

A

*PO+PS

161
Q

what is the format to create a delivery message

A

D-(freeform)

162
Q

how do you display the delivery field

A

*PD

163
Q

what is the format to change the delivery field

A

C:D-(freeform)

164
Q

basic format to add FFY

A

MP*(airline code)(FFY #)

165
Q

format to add FFY cross accrual

A

MP*(FFY #)

166
Q

what does it mean to have a FFY cross accrual

A

earn mileage on partner airlines (primarily international)

167
Q

how do you view FFY data in a PNR

A

*MP

168
Q

how do you check airline partnerships

A

MAT/D/(airline code)

169
Q

format to remove a specific airline FFY out of a PNR

A

MP/X/*(airline code)

170
Q

format to remove all airline FFY out of a PNR

A

MP/X/*ALL

171
Q

format to add FFY in multi-pax PNR

A

MPN(pax name #)*(airline code)(FFY #)

172
Q

format to add FFY cross accrual in multi-pax PNR

A

MPN(pax name #)*(FFY #)

173
Q

make a remark that you don’t have FFY for a pax

A

RMU: no frequent flier data on file

174
Q

make a remark that you don’t have FFY for a pax for a specific airline

A

RMU: no frequent flier data on file FOR UNITED

175
Q

can you delete a FFY per pax in a multiple pax pnr

A

no

must delete them all and reinput

176
Q

what scripts do you need to run always

A 
contact info
secure flight info
savings
service fee
concierge (optional)
177
Q

what is the keyboard shortcut for the passenger contact script

A

Y

178
Q

what is the keyboard shortcut for the secure flight information script

A

F

179
Q

what is the keyboard shortcut for the savings script

A

N

180
Q

what is the keyboard shortcut for the service fee script

A

S

181
Q

what is the keyboard shortcut for the concierge script

A

6

182
Q

how many times must you run the secure flight info script in a multiple pax res

A

for each pax

183
Q

what does the secure flight info script do

A

sends pax info to airline for TSA purposes

PAX name, DOB, known traveller number, gender

184
Q

what is the savings script used for and what does it do

A

used for accounting purposes

documents lowest fare offered

185
Q

what airline must you always do the concierge script for

A

southwest

186
Q

what to enter on your savings script if the airlines don’t price together

A

enter the tix price again in the place where it asks for the lowest y
for fare sold add the diff tixs together

187
Q

what signifies that the concierge script was was run and where is this found

A

S55-C

in the *T field

188
Q

how do you manually put someone on the concierge script

A

T-S55-C

189
Q

what is the format to add notes for the concierge

A

[]:S5/(freeform)

190
Q

format to delete notes from the *PRS and PRF field

A

c:(line number)[]:5

191
Q

format to delete pax from the check in list

A

C:(line #)T-

192
Q

format to enter an email

A

[]:5f/EMAIL-(email address)

193
Q

how to delete an email

A

c:(line #)[]:5

194
Q

where are the email fields located

A

*PRF

195
Q

format to enter a subject line in the itinerary email

A

[]:5f/ESUBJECT-(freeform)

196
Q

format to enter a remark line in the itinerary email

A

[]:5f/RM-(freeform)

197
Q

what are the categories in the end mandatory rule category

A

account number and agency phone field

198
Q

format to display FFY car info at BAR level

A

SP*CB

199
Q

format to display FFY hotel info at BAR level

A

SP*HB

200
Q

how do you display seat preferences at PAR level

A

SP*PI

201
Q

what indicates a known traveler number on the travel screen

A

N1//K

202
Q

should you price your itinerary down before saving

A

yes

203
Q

are bulkhead ab exit row seats generally free?

A

no

204
Q

what is the format to view the concierge field

A

*PRS

205
Q

what is FFY short for

A

frequent flier number / membership

206
Q

can you write whatever you want in the PMEMOS

A

no must be factual and professinal

207
Q

what does apollo see as this sign (_)

A

-

208
Q

what does apollo see as this sign (-)

A

/-

209
Q

format to link PNRs for companion travel as an OSI message to airline

A

[]:3OSI(airline code) TCP(# of pax traveling together) (PAX name) (confrimation # of other pax)

210
Q

format to change an SSR or OSI

A

C:(line #){}:3(freeform)

211
Q

what is the format to attach the basic rule record

A

RULACK3/BASIC

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