Construct and ticket domestic airfares

D2.TTA.CL2.06
Trainee Manual
 Introduction to trainee manual

Introduction to trainee manual

To the Trainee
Congratulations on joining this course. This Trainee Manual is one part of a ‘toolbox’ which is
a resource provided to trainees, trainers and assessors to help you become competent in
various areas of your work.
The ‘toolbox’ consists of three elements:
 A Trainee Manual for you to read and study at home or in class
 A Trainer Guide with Power Point slides to help your Trainer explain the content of the
training material and provide class activities to help with practice
 An Assessment Manual which provides your Assessor with oral and written questions
and other assessment tasks to establish whether or not you have achieved competency.
The first thing you may notice is that this training program and the information you find in the
Trainee Manual seems different to the textbooks you have used previously. This is because
the method of instruction and examination is different. The method used is called
Competency based training (CBT) and Competency based assessment (CBA). CBT and
CBA is the training and assessment system chosen by ASEAN (Association of South-East
Asian Nations) to train people to work in the tourism and hospitality industry throughout all
the ASEAN member states.
What is the CBT and CBA system and why has it been adopted by ASEAN?
CBT is a way of training that concentrates on what a worker can do or is required to do at
work. The aim is of the training is to enable trainees to perform tasks and duties at a
standard expected by employers. CBT seeks to develop the skills, knowledge and attitudes
(or recognise the ones the trainee already possesses) to achieve the required competency
standard. ASEAN has adopted the CBT/CBA training system as it is able to produce the type
of worker that industry is looking for and this therefore increases trainees chances of
obtaining employment.
CBA involves collecting evidence and making a judgement of the extent to which a worker
can perform his/her duties at the required competency standard. Where a trainee can
already demonstrate a degree of competency, either due to prior training or work
experience, a process of ‘Recognition of Prior Learning’ (RPL) is available to trainees to
recognise this. Please speak to your trainer about RPL if you think this applies to you.
What is a competency standard?
Competency standards are descriptions of the skills and knowledge required to perform a
task or activity at the level of a required standard.
242 competency standards for the tourism and hospitality industries throughout the ASEAN
region have been developed to cover all the knowledge, skills and attitudes required to work
in the following occupational areas:
 Housekeeping
 Food Production
 Food and Beverage Service
 Front Office

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Introduction to trainee manual

 Travel Agencies
 Tour Operations.
All of these competency standards are available for you to look at. In fact you will find a
summary of each one at the beginning of each Trainee Manual under the heading ‘Unit
Descriptor’. The unit descriptor describes the content of the unit you will be studying in the
Trainee Manual and provides a table of contents which are divided up into ‘Elements’ and
‘Performance Criteria”. An element is a description of one aspect of what has to be achieved
in the workplace. The ‘Performance Criteria’ below each element details the level of
performance that needs to be demonstrated to be declared competent.
There are other components of the competency standard:
 Unit Title: statement about what is to be done in the workplace
 Unit Number: unique number identifying the particular competency
 Nominal hours: number of classroom or practical hours usually needed to complete the
competency. We call them ‘nominal’ hours because they can vary e.g. sometimes it will
take an individual less time to complete a unit of competency because he/she has prior
knowledge or work experience in that area.
The final heading you will see before you start reading the Trainee Manual is the
‘Assessment Matrix’. Competency based assessment requires trainees to be assessed in at
least 2 – 3 different ways, one of which must be practical. This section outlines three ways
assessment can be carried out and includes work projects, written questions and oral
questions. The matrix is designed to show you which performance criteria will be assessed
and how they will be assessed. Your trainer and/or assessor may also use other assessment
methods including ‘Observation Checklist’ and ‘Third Party Statement’. An observation
checklist is a way of recording how you perform at work and a third party statement is a
statement by a supervisor or employer about the degree of competence they believe you
have achieved. This can be based on observing your workplace performance, inspecting
your work or gaining feedback from fellow workers.
Your trainer and/or assessor may use other methods to assess you such as:
 Journals
 Oral presentations
 Role plays
 Log books
 Group projects
 Practical demonstrations.
Remember your trainer is there to help you succeed and become competent. Please feel
free to ask him or her for more explanation of what you have just read and of what is
expected from you and best wishes for your future studies and future career in tourism and
hospitality.

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 Unit descriptor

Unit descriptor
Construct and ticket domestic airfares
This unit deals with the skills and knowledge required to Construct and ticket domestic
airfares in a range of settings within the travel industries workplace context.
Unit Code:
D2.TTA.CL2.06
Nominal Hours:
50

Element 1: Confirm client requirements for domestic air travel

Performance Criteria
1.1 Identify and confirm needs and preferences of client
1.2 Identify and access appropriate resources to enable processing of client requirements

Element 2: Interpret domestic airfare information

Performance Criteria
2.1 Identify and explain domestic airfare information

Element 3: Construct and cost itinerary for domestic air travel

Performance Criteria
3.1 Select carriers to accommodate identified client requirements
3.2 Construct and cost draft itinerary in accordance with host enterprise operational
requirements and identified client requirements
3.3 Obtain approval and authority to proceed with booking/s from client
3.4 Book approved itinerary with nominated carriers
3.5 Obtain payment from client, as required

Element 4: Process documentation for domestic air travel

Performance Criteria
4.1 Prepare required travel documentation to support approved client booking
4.2 Process payment/s made by client
4.3 Issue travel documentation
4.4 Update internal records

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Unit descriptor

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 Assessment matrix

Assessment matrix
Showing mapping of Performance Criteria against Work Projects, Written
Questions and Oral Questions
The Assessment Matrix indicates three of the most common assessment activities your
Assessor may use to assess your understanding of the content of this manual and your
performance - Work Projects, Written Questions and Oral Questions. It also indicates
where you can find the subject content related to these assessment activities in the
Trainee Manual (i.e. under which element or performance criteria). As explained in the
Introduction, however, the assessors are free to choose which assessment activities are
most suitable to best capture evidence of competency as they deem appropriate for
individual students.

Work Written Oral

Projects Questions Questions

Element 1: Confirm client requirements for domestic air travel

1.1 Identify and confirm needs and preferences of

1.2 1,2,3 1
client

1.2 Identify and access appropriate resources to

3,4 4 2
enable processing of client requirements

Element 2: Interpret domestic airfare information

2.1 Identify and explain domestic airfare

5-8 5,6,7 3
information

Element 3: Construct and cost itinerary for domestic air travel

3.1 Select carriers to accommodate identified

9-11 8,9 4
client requirements

3.2 Construct and cost draft itinerary in

accordance with host enterprise operational 12 10,11 5
requirements and identified client requirements

3.3 Obtain approval and authority to proceed with

13 12,13 6
booking/s from client

3.4 Book approved itinerary with nominated

14 14 7
carriers

3.5 Obtain payment from client, as required 15 15,16 8

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Assessment matrix

Work Written Oral

Projects Questions Questions

Element 4: Process documentation for domestic air travel

4.1 Prepare required travel documentation to

16 17,18 9
support approved client booking

4.2 Process payment/s made by client 17,18 19,20 10

4.3 Issue travel documentation 19 21,22 11

4.4 Update internal records 20 23,24,25 12

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 Glossary

Glossary
Term Explanation

Accreditation A process of qualifying, endorsing and ‘licensing’ entities that

perform certification of business, products processes or services

Administration fee Fee charged by travel agent / airline for services rendered

Air Documentation An itinerary and/or E-ticket for air transportation

Amadeus Amadeus is a computer reservations system (or global

distribution system, since it sells tickets for multiple airlines)
owned by the Amadeus IT Group with headquarters in Madrid,
Spain.

Approval Either from an airline or credit provider where permission is

given for a transaction to take place

Automated pricing When an airfare will price from a booking automatically

BSP Billing and Settlement Plan – airline / travel agency central

clearing house for funds

Cancellation Discontinue an arrangement (flight etc.). Can be client choice or

airline choice

Commission The money earned for the sale of products on behalf of a

principal (e.g.: airline)

CRS Central Reservation System

E- Docs Electronic documentation for land arrangements

E-ticket Electronic documentation for airline ticket

Galileo Galileo is a computer reservations system (CRS) owned by

Travelport.

GDS Global Distribution System – computerised reservation network

used as a single point of access for travel agents to make airline,
hotel and tour reservations

GMT Greenwich Mean Time (GMT) has no offset from Coordinated

Universal Time (UTC). This time zone is a standard time zone
and is used in: Europe, Africa, North America, Antarctica.
This time zone is often called Greenwich Mean Time.
Ref - http://www.timeanddate.com/time/aboututc.html

IATA International Air Transport Association

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Glossary

Term Explanation

Invoice Financial statement for arrangements made

Issue ticket After payment is collected from the client the ticketing process
can occur

Itinerary Details of a passenger’s travel schedule in date order provided

by a travel agent

Manual pricing When an airline booking will not auto price the agent will need to
manually manipulate the data to create the airfare

Non-air Documentation Paper based or E-docs for any travel arrangement that is not air
based

No-show A passenger who has made a reservation but fails to use or

cancel

Passports Official documentation certifying the holder’s identity and

citizenship and authorising travel abroad

Pro-forma A standard document

Quotation List of components and applicable costs for a proposed holiday

Refund Reimbursements for services unused

Refund application form Formal airline application form for refund

Reservation Confirmation of a booking made within the CRS or GDS

Sabre The first passenger reservations system offered by Sabre,

installed in 1960

Schedule Planned list of departures and arrivals of an airline between

cities

Sectors Each part of an airline booking. It represents one leg of travel

between two cities

SITA A multinational information technology company providing IT and

telecommunication services to the air transport industry

Stopover A break in a passenger journey for 24 hours or more

System Abbreviation for the GDS or CRS

Transaction fee Similar to an administration fee. A charge made by the airline or

travel agent for services rendered

Transit A break in a passengers journey to change aircraft, generally

less than 24 hours

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 Glossary

Term Explanation

Travel Visas Endorsement on a passport allowing entrance to or exit from a

country

Unused ticket Part or full ticket that has not been used for travel

UTC UTC – The World's Time Standard

Coordinated Universal Time (UTC) is the basis for civil time
today. This 24-hour time standard is kept using highly precise
atomic clocks combined with the Earth's rotation.
A Standard, Not a Time Zone
UTC is the time standard commonly used across the world. The
world's timing centers have agreed to keep their time scales
closely synchronized – or coordinated - therefore the name
Coordinated Universal Time.
Ref – http://www.timeanddate.com/time/aboututc.html

Visa application Form that requires completion when applying for a travel visa

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Glossary

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 Confirm client requirements for domestic air travel

Element 1:
Confirm client requirements for
domestic air travel
1.1 Identify and confirm needs and preferences of
client
Introduction
With all travel bookings you must first establish the client’s needs and preferences. This is
usually determined by using a good questioning technique that includes the use of both open
and closed questions.

Typical information required

Typical information determined during the sales consultation may include but is not limited
to:
 Dates of travel
 Destinations
 Number of passengers
 Class of travel
 Passport nationality of traveller
 Need for visas for visiting countries
 Special requests such as:
 Special meals (vegetarian, halal, diabetic and so on)
 Seating preference
 Frequent flyer memberships
 Airline preference
Suggested questions could include:
 Where are you interested in travelling to?
 When are you thinking of travelling?
 Are you looking for a packaged holiday?
 How many passengers are travelling?
 Which class do you wish to travel in?
 Are your dates flexible?
 What nationality passport are you travelling on?
 How long do you wish to be away?

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 Are you looking for the best value fare?

 Is it important to have flexibility in your type of airfare?
 Do you wish to have checked baggage?
 Is meal service an important part of your airline experience?

Package Airfares
Various wholesalers and package specialists will have their own in-house holiday or
package airfares. These fares are slightly less restrictive than the instant purchase variety
but this flexibility is reflected in the cost.
Packages can be booked via the phone or through the internet with the airline direct: Garuda
Indonesia, Malaysia Airlines, Thai Airways and Vietnam Airlines for example, are
international airlines which also operate domestic routes and offer package airfares in their
home countries.
Packages may also be booked through specialist websites, such as Expedia, Webjet, Fare
Compare, Zuji and Asia Travel.
The operators create and maintain the booking and control for date changes and so on.
The total cost of the package will generally be supplied as a per person cost, however it is
important to understand how the package has been calculated in order to check for errors.

Domestic Holiday Packages

A domestic holiday package is the combination of airfares
and one or more of other tourism products such as
accommodation, car hire and tours. Previously the
industry promoted special ‘holiday’ airfares that could only
be purchased in conjunction with land components.
These fares were less restrictive and were not instant
purchase. The fares are now obsolete due to the strong
competition in the marketplace which has seen the
advent of the instant purchase cheap deals.
Holiday packages can still be purchased however the airfare component of the package is
always instant purchase and in line with the applicable rule for the airfare used. The balance
of the package (land arrangements) can be deposited and paid in full at a later date,
sometime prior to departure, and in accordance with the tour operator payment conditions.
Holiday packages are purchased on behalf of the passenger via a tour operator or what is
often termed a wholesaler. There are many of these and some examples are Expedia,
Webjet, Fare Compare, Zuji and Asia Travel.
Generally, a travel agent will have agreements with various operators (and airlines) which
are generically called preferred arrangements. Most travel agents have these in place and
you should be aware of who and what they are. Selling suppliers with whom you have a
preferred agreement will often secure a higher level of commission for your agency.

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Quotations and advice supplied to client

Once a reservation has been made on behalf of a
passenger the Central Reservation System (explained
further in 1.2) provides the opportunity to be able to quote
the relevant airfare and corresponding booking conditions
that align with that airfare.
It is important to establish during the sales consultation the
parameters of the passenger’s needs. If they need flexibility
in their ticket then it is not a good idea to sell them a
discounted airfare which will have very restrictive rules.
When discussing airfare costs with your passenger ensure you always explain the
corresponding IATA (see Glossary) rules and regulations that they must abide by.
When selling the ‘low cost, no frills’ airlines such as Tiger Airways, Air Asia or Lion Air for
example you may not be able to confirm these bookings via Amadeus. You may need to
make these reservations directly with the airline via their website. When processing a
booking this way, you will need to use the passengers own credit card for payment and not
your agency one. In most instances the credit card holder must actually be one of the
travelling parties.

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1.2 Identify and access appropriate resources to

enable processing of client requirements
Introduction
So that we are able to interpret information in relation to
airline schedules and fares we need to look at the
terminology used in the industry.
It is essential to know and understand relevant terminology
to assist you in becoming more efficient and effective as a
travel consultant, and save valuable time when making
reservations.
The best way to learn this information is by memorising and using it.
Your awareness of general passenger information will enhance your client service levels and
ensure the best possible outcome for your clients and your agencies bottom line.

Common terms
The following terms are commonly used in domestic air transportation:

Boarding pass Given to passengers upon check-in when all formalities have been
completed in the check-in process and the flight coupon has been
removed from the ticket. For Electronic ticket passengers, a boarding
pass is given after their reservation details have been verified at the
check-in counter. It will specify the class of travel, seat number, frequent
flyer membership numbers, departure gate and other details pertaining to
the reservation.

Baggage allowance The amount of baggage permitted to be transported free of charge for
the passenger.

BSP Billing Settlement Plan.

Carrier A specific airline e.g. Royal Brunei, Silk Air, Angkor Air, Jetstar, Tiger.

Charter airline The term used for a charter; a non-regular or one off flight.

Check-in Formality for passengers to complete upon arrival at the airport.

Generally it will be 45 minutes prior to a domestic flight departure and
two to three hours prior for an international departure.

Configuration The seating plan within an aircraft.

Connecting flight A flight requiring passengers to change aircraft en-route as part of the
itinerary.

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CRS Central Reservation System.

Direct flight A flight which might land between origin and destination for passenger
pickup/ drop-off purposes, or refuelling. There is no change of aircraft or
flight number.

Non-stop flight A direct flight which does not land between origin and destination.

E-ticketing Electronic air ticket. Passengers check-in at the airport and produce
photo identification for verification.

GDS Global Distribution System.

GMT Greenwich Mean Time (GMT) has no offset from Coordinated Universal
Time (UTC). Ref - http://www.timeanddate.com/time/aboututc.html

Interline Transfer A transfer from the service of one carrier to the service of another carrier.

On-line Transfer Transfer from the service of one carrier to another service of the same
carrier.

IATA International Air Transport Association

Interstate Travel between different states.

Intrastate Travel within a state.

Minimum The minimum amount of time needed to make a connection between two
Connecting Time flights.

Multi-Purpose One coupon document issued for excess baggage, refund, land
Document arrangements or further transportation.

Transit point An intermediate point between origin and destination where the
passenger changes flights, or spends the day, but does not stay
overnight.

Transit passenger Passenger who interrupts a journey either voluntarily or involuntarily, but
does not stay overnight.

Transfer A ground transportation service provided between airport and city, or

(when booking airport and accommodation.
Package Holidays

Transfer Occurs when a passenger changes flights at a connecting airport.

(when booking flight A transfer involves a change of flight number and aircraft on the same
itineraries only) day or first possible connecting flight.

No-Show Passenger holding a confirmed reservation that does not check-in for the
flight and does not cancel.

Open Ticket A ticket which contains an open dated flight coupon. The passenger has
paid for the sector and will use the coupon at a later date.

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PNR Passenger Name Record in a Reservation System.

PTA Pre-paid ticket advice.

Reconfirmation Process for passengers to confirm their plans to travel directly

with the airline/hotel etc.

RELOC Record Locator. The 5 or 6 number and/or letter airline booking

reference.

Stopover A stop of 24 hours or more in anyone city.

Wait-listed sector The client does not have a confirmed seat. The flight is fully sold and the
passenger is waiting for a cancellation.

Unaccompanied A child travelling without a parent or care giver, who therefore requires
Minor airline assistance and supervision. The age of unaccompanied minors
varies according to airline and destination.

UTC UTC – The World's Time Standard

Coordinated Universal Time (UTC) is the basis for civil time today. This
24-hour time standard is kept using highly precise atomic clocks
combined with the Earth's rotation.
A Standard, Not a Time Zone
UTC is the time standard commonly used across the world. The world's
timing centres have agreed to keep their time scales closely
synchronized - or coordinated - therefore the name Coordinated
Universal Time.
Ref - http://www.timeanddate.com/time/aboututc.html

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Identify and access sources of fare information.

Information in relation to domestic airfares is primarily sourced electronically, using a CRS
Central Reservation System or an Airline Travel Agent Website. The CRSs most commonly
used are Sabre, Amadeus and Galileo.

Sabre
http://www.sabre.com/index.php/about/our-history
The first passenger reservation system
The first passenger reservations system offered by Sabre,
installed in 1960, marked a dramatic leap forward for the
airline industry, automating one of its key business areas. In
the following years, Sabre Airline Solutions® pioneered
technological advances in areas such as revenue
management, pricing, flight scheduling, cargo, flight
operations and crew scheduling. And not only did we help
invent electronic commerce for the travel industry, we hold claim to progressive solutions
that defined – and continue to modernize – the travel and transportation marketplace.

Amadeus
From Wikipedia, the free encyclopedia
Amadeus is a computer reservations system (or global distribution system, since it sells
tickets for multiple airlines) owned by the Amadeus IT Group with headquarters in Madrid,
Spain. The central database is located at Erding, Germany. The major development centres
are located in Bangalore (India), Sophia Antipolis (France) and Boston (United States). In
addition to airlines, the CRS is also used to book train travel, cruises, car rental, ferry
reservations, and hotel rooms. Amadeus also provides New Generation departure control
systems to airlines.[1] Amadeus IT Group is a transaction processor for the global travel and
tourism industry. The company is structured around two key related areas – its global
distribution system and its IT Solutions business area.
Amadeus is a member of IATA, OTA and SITA. Its IATA airline designator code is 1A.

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Galileo
From Wikipedia, the free encyclopedia
Galileo is a computer reservations system (CRS) owned by Travelport. As of 2002, it had a
26.4% share of worldwide CRS airline bookings.[1]
In addition to airline reservations, the Galileo CRS is also used to book train travel, cruises,
car rental, and hotel rooms.
The Galileo system was moved from Denver, Colorado, to the Worldspan datacenter in
Atlanta, Georgia, on September 28, 2008, following the 2007 merger of Travelport and
Worldspan (although they now share the same datacenter, they continue to be run as
separate systems).
Galileo is subject to the Capps II and its successor Secure Flight program for the selection of
passengers with a risk profile.
Galileo is a member of the International Air Transport Association (IATA), OpenTravel
Alliance and of SITA.
The training provided in the use of these various systems (Sabre, Amadeus and Galileo) will
equip you to source airfares and their rules. In addition, you will require an understanding of
the terminology used in the travel industry and the ability to interpret industry jargon and
decode data.
To illustrate, here is an example of an electronic fare display sourced from Galileo for
Qantas Airways for fares from Melbourne to Sydney.

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Domestic air fares can also be sourced via the internet using an approved Agents Airline
Website
Having clicked on the ‘Travel Agents’ tab an agent login screen will appear as shown in the
following examples for Scoot, Jetstar Asia and Lion Air

Agent login tab

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Travel agent login screen

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Travel agent Tab

Travel agent login screen

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Travel Agent Tab

Travel agent login screen

In order to decipher an air itinerary, its fare and rules, we must know what the various codes
mean and understand the basic protocols used (worldwide) within the airline and travel
industry. These will be discussed throughout your training and in this manual.

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Check availability and scheduled times in system

Before being able to make a reservation for your passenger you will need to establish if the
flight of their choice is available.
Understanding all the various airline and city codes that are used within a GDS will assist
you in making reservations for your passengers. Within the Galileo system just like with all
the other GDS operating worldwide, individual airline and city codes can be found with a few
simple key stokes, so don’t worry that you have to remember every one. It is recommended
to remember by heart the most common city and airline codes that are used within your
agency.
The airline availability display in the system will show all the available seats and
corresponding fares. It is important to understand that each letter of the alphabet showing in
the availability display represents a particular fare type.
For example, the following is a screen shot for a flight from Denpasar to Jakarta using the
Galileo CRS for Friday 15 May flying one way.

The different letters of the alphabet represent the different airfares available for sale. Each
one will have different rules and regulations.
Row 4 shows no Business class seats (letters J, C and D) available and only specific
economy class seats.
Whereas row 5 shows seats available across all ticket prices and class.

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You may notice that most of these economy fare seats show 9 seats available. It is common
practice within all the GDS worldwide to show a maximum of 9 seats for sale at one time.
This does not mean that there is only 9 seats left, what it represents is the maximum number
of passengers that can be booked within one reservation. Should the number ever fall below
9 then it is representative of the actual number of seats left at that fare.
As a general rule of thumb, the first letter represents the most expensive and most flexible
fare, as the letters move across the page they become less expensive and far less flexible.

Status Codes
When looking at a passenger’s reservation in the CRS system, there are various codes used
to indicate the status of the flight segments within the client’s reservation. This status code is
also entered in the STATUS box on the passenger’s ticket.
The status code for a particular segment within a passenger booking will indicate if the seat
is confirmed or not. It is either confirmed, waitlisted or on request.
When issuing a ticket you need to recognize the status of the flights that you are going to
ticket and understand if the seat is confirmed or not. Status codes are standard across the
airline and travel industry and are used in all CRS and GDSs. These are some of the more
common ones.

Status Code

Confirmed OK – Ticket code

Confirmed HK – Computer code

Confirmed KK – Computer code

Request RQ – Ticket code

Waitlist LL – Computer code

Waitlist WL – Computer code

Confirmed from
KL – Computer code
Waitlist

Pending need PN – Computer code

Sold from Status SS – Computer code

Holding Waitlist HL – Computer code

Need or on request NN – Computer code

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Bookings made using an online Travel Agent Website do not use status codes and will
instead flag the segment as confirmed. The example below
To illustrate, here is an example of a Galileo PNR which shows the status of the flight as HK.

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Passenger names
Passenger names are always reflected in the booking and on the air ticket thus: FAMILY
NAME/ FIRST NAME/TITLE e.g. JONES/SAMANTHA/MISS
If you have used a CRS or GDS to create and price a booking, the name and the title of the
passengers would be entered using the prescribed format above with no spaces. Family
names that are hyphenated e.g. Parker-Bowles, are entered WITHOUT the hyphen i.e.
Parkerbowles/Jane/Mrs
Passenger names and titles created using one of the
Airline Travel Agent Websites will ask you to enter the
name using purpose specific fields and a drop-down
menu to select the title. Never the less, the name on
the passenger document (E-ticket) may still be
reflected using the IATA protocol which is FAMILY
NAME/FIRST NAME/TITLE. In other instances (airline
dependant) the name on the E-ticket will appear
conventionally i.e. Mrs Susan Hunter.

Passenger title codes

Name Code Name Code

Dame DAME MS MS

Doctor DR Professor PROF

Honorable HON Right Honorable RT HON

Lady LADY Senator SEN

Lord LORD Sir SIR

Master MSTR Sister SR

Miss MISS Reverend REV

Mr MR Father FR

Mrs MRS

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Construct and ticket domestic airfares
 Confirm client requirements for domestic air travel

Quotations supplied to clients

Domestic airfares sold through CRS will be quoted in the monetary unit of the country or
USD.
If you are using a CRS or Agent Airline website to construct an air itinerary and to provide a
fare quote for a client, the data or information provided will always be up to date at the time
that the quote is sourced and there is provision to print an itinerary which includes the price
of the airfare and the taxes. It does not however include the fare rules and conditions in
relation to the airfare and you should be careful to provide these to your passenger.
The breakdown of fares and taxes are detailed during the book and/or quote process but
before the payment details are required to be input.
Remember domestic airfares are a moving target, are subject to availability and can and do
change.
While airlines such as Singapore usually retain the fare levels for particular classes, other
airlines such as Tiger Air or Lion Air often change the various fare levels in order to improve
loadings on a particular service or in response to what is happening in the general market
place.
The golden rule therefore, in terms of providing up to date airfare quotes to your client, is to
check your CRS or airline website each and every time you are required to provide a quote.
This is in fact a very quick process and you will quickly learn to do this as a matter of habit.
You must never guess.
Some passengers of course may only be interested in the total cost per person including any
taxes.
Requests for quotes and/or bookings will generally be
received via:
 The telephone
 An email
 In person.
If you are providing a quote over the telephone or to the
client sitting across from you, you must make notes! These notes should be recorded
against a quotation reference number, have the dated recorded and should include:
 The name and contact detail of the person requesting the quote
 The itinerary - detailing the sectors, dates, times, airline and class (if specified).
 The price quoted (per person) airfare and taxes separately (they can and do change)
and your service fee, if applicable, separately.
 The current availability and/or status of the sectors, products or services
 The validity of the quote and any deadlines – book, pay or ticket
 The condition of sale. Fare rules, changes. refunds and so on
 The applicable cancellation and/or amendment fees applicable to the airfare quoted
 Advise that the name on the ticket must match exactly the photo identification of the
person travelling. No nick names e.g. Nick Jones instead of Nicholas Jones
 State the office policy in relation to payment i.e. cash or credit card only
 Any merchant fees associated with the use of credit cards.

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Construct and ticket domestic airfares
Confirm client requirements for domestic air travel

These notes will form the basis of your written or verbal quote.
If you are providing a quote via email the content of your reply to the email enquiry will in fact
serve as your file notes.
It is recommend that when providing quotes to clients via email that you ask for a telephone
contact number (if not provided) for both the person requesting the quote and the passenger,
if they are different people.
Requests for quotes via email can be time consuming. Often clients are simply shopping
around and send multiple emails to a range of travel agents requesting quotes. The policy, in
relation to the handling of these email requests for quotes, is agency specific and you should
check with your manager regarding the guidelines.
Where reference numbers are not automatically generated for quotes and there is no office
protocol for referencing quotes, it is advisable to devise a system of your own.
E.g. DD/MM/YY + client family name + your initials

Adjusting and updating fare quotations

Once a quote has been provided to a client, you may be required to re- quote, for a range of
reasons some of which are:
 The quote has expired
 The fare has expired or has been withdrawn
 The taxes have increased
 There is no availability
 Flights are added or deleted from the itinerary
 Passengers are added or deleted from the itinerary
 The passenger wishes to make a booking.
Remember that all quotes provided, verbal
or written, are subject to availability of
flights, in the class of travel required, for
the dates and times required and are
therefore subject to change. Taxes in
particular can and do change. There is no
way to guarantee any quote unless you
quote, book and ticket at the same time.
Where you are converting a quote to a booking, you may be required to update a quote due
lack of availability and so on.
The guidelines for re-quoting an itinerary are no different to those used when providing a
quote for the first time. Do not assume that the client will know that the same fare rules,
conditions and so on apply. You need to detail this as part of providing a new quote. In
particular make sure that the quote is dated.
Many travel agents use a pro-forma document which contains all the standard paragraphs in
relation to quotes and/or booking conditions and has provision to simply fill in the specifics.

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Construct and ticket domestic airfares
 Confirm client requirements for domestic air travel

Work Projects
It is a requirement of this Unit you complete Work Projects as advised by your Trainer. You
must submit documentation, suitable evidence or other relevant proof of completion of the
project to your Trainer by the agreed date.

1. Identify three of the major companies who operate CRS?

____________________________________________________________________

____________________________________________________________________

____________________________________________________________________

____________________________________________________________________

2. Identify three specialist websites when constructing packaged airfares or domestic

holiday packages?

____________________________________________________________________

____________________________________________________________________

____________________________________________________________________

____________________________________________________________________

3. Indicate the correct way the following names would be displayed on tickets.

Mrs Jennifer Lang – Smith _______________________________________________

Doctor David Tok ______________________________________________________

Miss Angeline Lily Chen Lim _____________________________________________

Master Vincent Tanamas ________________________________________________

4. What is not included when constructing itinerary using a CRS or Agent Airline website?

____________________________________________________________________

____________________________________________________________________

____________________________________________________________________

____________________________________________________________________

© ASEAN 2015
Trainee Manual 29
Construct and ticket domestic airfares
Confirm client requirements for domestic air travel

Summary
Confirm client requirements for domestic air travel

 Typical information required

 Package Airfares
 Domestic Holiday Packages
 Quotations and advice supplied to client
 Common terms
 Sources of fare information:
 Sabre
 Amadeus
 Galileo
 Check availability and scheduled times in system
 Status Codes
 Quotations.

© ASEAN 2015
30 Trainee Manual
Construct and ticket domestic airfares