(EN) Process a Full Exchange/Reissue (ARC/BSP ... - Sabre Holdings

Process a Full Exchange/ReissueARC/BSP Canada BermudaRefunds and Exchanges Quick ReferenceO V E R V I E WExchanging a ticket can involve complex rules, different currencies, and complicated procedures. If the process is manual and laborintensive, you may miscalculate or overlook additional revenue.Refunds and Exchanges (formerly known as QREX), the Sabre ® global distribution system automated refund and exchange solution,gives you the ability to process various exchange transactions quickly.E X C H A N G E V S . R E I S S U EThe International Air Transport Association (IATA) defines two ways to calculate a ticket change, and in what circumstances eachmust be used. The two methods are EXCHANGE and REISSUE.EXCHANGE –When you make a change to the first flight coupon of a wholly unused ticket, Refunds and Exchangesconsiders this an EXCHANGE and re-prices the itinerary using current fares, current taxes, and current Rate of Exchange whenconverting to and from NUC.REISSUE – When you make no change to the first coupon or the passenger has partially used the ticket, Refunds andExchanges considers this a REISSUE and re-prices the itinerary using historical fares, historical taxes, and historical Rate ofExchange when converting to and from NUC.G E N E R A L R E Q U I R E M E N T SYou must have a PNR active in your work areaand have your printers assigned prior to beginningan exchange.Exchange must be processed by the originalticketing agency (under the same ARC/IATAnumber)Q U A L I F I E R SThe currency code of the base fare must be the same on bothticketsOne ticket cannot have an EQV currency if the other ticket doesnotF O R M A TThe EQV currency must be the same on each ticketUse the formats below to begin your transaction. Be sure to include any additional qualifiers (validating carrier, name/segment select,corporate id, command pricing, tour code, change fee, etc.).Begin an exchangeBegin an exchange and include the hemisphere/journeycodes (BSP Canada/Bermuda only)Begin an exchange and include a change feeBegin an exchange and include name select (Mandatorywhen the PNR contains multiple passengers.)Begin an exchange and use a Phase IV record to pricethe new ticketRedisplay most recent mask screenWFR(13-digit ticket number)WFR0372453487090WFR(13-digit ticket number)¥H(hemisphere code)¥J(journey code)WFR0372453487090¥ H3¥J1WFR(13-digit ticket number)¥CP(fee/penalty amount)WFR0376134567890¥CP100.00WFR(13-digit ticket number)¥N(name number)WFR0372453487090¥N1.2WFR(13-digit ticket number)¥T(Phase IV record number)N(name number)WFR0016134567890¥T2N1.2WFR*Note: There are also linear formats that you may use to process an exchange in specific situations. See the FastPath (Linear)Refund and Exchange Formats quick reference or the Format Finder SM help system for more information.Page 1 of 8

E X C H A N G E STEP1. Display the PNRPassenger changed his outbound flightBOS to FCO from 15JUL to 14JUL.Transaction is an exchange.Because this is an EXCHANGE, the systemprices the new itinerary at the current fareapplicable at the time you create the PNR.ARC only: If you must issue a paper ticket,remember to include the XETR qualifier sothat the price includes any applicable paperticket surcharge. If you do not include thisqualifier, your ticket and exchange amountsmay be incorrect.Data used in this document is for examplepurposes only.R E S P O N S E*N*IA«1.1ROMITO/ANTHONY MR1 AA4389N 14JUL 3*BOSJFK HK1 1405 1520 /DCAA*KTGRGU /E2 AA 236N 14JUL 3 JFKFCO*HK1 1715 0755 15JUL 4/DCAA*KTGRGU /E3 AA 235N 25JUL 7*FCOJFK HK1 1000 1340 /DCAA*KTGRGU /E4 AA4388N 25JUL 7 JFKBOS*HK1 1540 1710 /DCAA*KTGRGU /EWP «14JUL DEPARTURE DATE-----LAST DAY TO PURCHASE 27MAY/2359BASE FARE TAXES TOTALUSD1064.00 93.50XT USD1157.50ADTXT 32.20US 5.50YC 7.00XY 5.00XA7.50AY 2.80EX 10.40IT 2.50VT6.20HB 0.90MJ 13.50XFADT-01 NHX14E2C NHW14E2CBOS AA X/NYC AA ROM Q160.00M357.00NHX14E2C AA X/NYC Q160.00AA BOS M387.00NHW14E2C NUC1064.00END ROE1.00 XFBOS4.5JFK4.5JFK4.5NONREF/CHG FEE APPLIES/NO VALUE AFTER FLT TIMEVALIDATING CARRIER-AA2. (Optional) Display the original ticketcoupon statusEnter *T to view the ticket numberNext enter WTDB*(item numberfrom *T field) to view the Sabresystem ticket image databaseYou can also enter WETR*(itemnumber from *T field) to view thecarrier’s electronic ticket imagedatabaseThe coupon status in bothsystems should be OPENYou may also double-click thehighlighted *T and item number fieldsto use MySabre point and clickfunctionality.*TTKT/TIME LIMIT1.T-24APR-2XX1*AKP2.TE 0017879182251-AT ROMIT/A 2XX1*AKP 1308/24APRWTDB*2«SABRE TICKET RECORDINV:0003345 CUST:011234 PNR:KTGRGUTKT:0017879182251 ISSUED:24APR2010BOS PCC:2XX1 IATA:96188116NAME:ROMITO/ANTHONY MRFOP:VIXXXXXXXXXXXX1111*XXXX/12345 MCPN A/L FLT CLS DATE BRDOFF TIME ST F/B STAT1 AA 4389 N 15JUL BOSJFK 205P OK NHX14E2C OPEN2 AA 236 N 15JUL JFKFCO 515P OK NHX14E2C OPEN3 AA 235 N 25JUL FCOJFK 1000A OK NHW14E2C OPEN4 AA 4388 N 25JUL JFKBOS 340P OK NHW14E2C OPENFARE USD1064.00 TAX 32.20US TAX 5.50YC TAX 7.00XYTAX 5.00XA TAX 7.50AY TAX 2.80EXTAX 10.40IT TAX 2.50VT TAX 6.20HBTAX .90MJ TAX 13.50XFTOTAL USD1157.50NONREF/CHG FEE APPLIES/NO VALUE AFTER FLT TIMEBOS AA X/NYC AA ROM Q160.00M357.00NHX14E2C AA X/ NYC Q160.00AA BOS M387.00NHW14E2C NUC1064.00 END ROE1.00 XFBOS4.5JFK4.5JFK4.5Note: Refunds and Exchanges automatically verifies the current coupon status and displays that status in the mask.Process a Full Exchange ARC/BSP Canada Bermuda Refunds and Exchanges quick reference Page 2 of 8

E X C H A N G E S T E P3. Begin the exchange:WFR0017879182251¥PQ1The system automatically retrievesthe original ticket information fromthe ticket database, including thebase fare and taxes.Type an X in the Code box to specifyan exchange transaction.Select NEXT to continue to theComparison Summary screen.R E S P O N S EWF WFR EXCH DATABASE TKT - ELECTRONIC SCREEN 10N1.1 ROMITO/ANTHONY MR TKT 0017879182251ENTER A VALID TRANSACTION CODE X-EXCH/R-REFUND/F-FLOWNFLT BK DATE BRDOFF FB/TKT DES STAT CODE1 AA 4389 N 15JUL BOSJFK NHX14E2C OK 2 X AA 236 N 15JUL JFKFCO NHX14E2C OK 3 O AA 235 N 25JUL FCOJFK NHW14E2C OK 4 X AA 4388 N 25JUL JFKBOS NHW14E2C OK BASE USD 1064.00TAXES 32.20 US 5.50 YC 55.80 XTTTL USD 1157.50 VALIDATING CXR AANEXT MULTIDOCS < > QUIT < >Note: If the system cannot find the original ticket in the ticket database, the Non-Database Document screen displays. In thissituation you must manually enter all of the original ticket data. See the Exchange/Refund a Non-Database Ticket quick reference orFormat Finder for more information.IMPORTANT! – Be aware that the mask screens display different fields based on the type of transaction and yourlocation/reporting authority (ARC/BSP Canada). This document identifies when a specific field displays to a specific authority.4. The Comparison Summary screendisplays both the original and newamounts.Enter applicable change fee in theCHG FEE AMOUNT fieldBSP Canada/Bermuda only -CHGFEE TAX CODE/AMT. Enter the 2-character tax code and tax amount onthe change fee.Select NEXT to continue to theTicketing Instructions screen.WF WFRR EXCHANGE SUMMARY SCREEN 30REISSUE PLACE BOSEXCHANGE NEW AMT REISSUEUSD USD CUR USDBASE 1064.00 1064.00 0.00TTL TAXES 93.50 93.50 0.00---------- ---------- -----------TOTAL 1157.50 1157.50 0.00CHG FEE AMOUNT CHG FEE TAX CODE/AMT < > < >CHG FEE TAX CODE AMT < > < >------------TOTAL 0.00TAX COMPARISON < >NEXT QUIT < >WF WFRR EXCHANGE SUMMARY SCREEN 30REISSUE PLACE BOSNote: When you add a change fee, thescreen redisplays with the total sum of theadditional collection and a warning message.Press Enter to continue.EXCHANGE NEW AMT REISSUEUSD USD CUR USDBASE 1064.00 1064.00 0.00TTL TAXES 93.50 93.50 0.00---------- ---------- -----------TOTAL 1157.50 1157.50 0.00CHG FEE AMOUNT < 250.00>------------TOTAL 250.00TAX COMPARISON < >NEXT QUIT < >VERIFY TOTAL AMT-REENTER TO CONTINUENote: If you want more detail on the tax comparison amounts, type X in the TAX COMPARISON field. The Tax Comparison screen(Screen 31) may display up to 33 times in order to display up to 99 paid and 99 unpaid taxes.Process a Full Exchange ARC/BSP Canada Bermuda Refunds and Exchanges quick reference Page 3 of 8

E X C H A N G E S T E PR E S P O N S E4a. BSP Canada/Bermuda only – If yourform of payment for the additional collection isa credit card:Refunds and Exchanges does notautomatically obtain the credit cardapproval code for any additionalcollection amount.Because you now have the totalexchange amount displayed, youshould escape out of the mask,obtain the credit card approval codeand then return to the mask tocontinue the process.You can then enter this approvalcode on the last screen of theexchange process.5. The Ticketing Instructions screen displays.Enter your commissions:ARC only - NEW TKT FULLCOMM AMT commission onoriginal ticket amount pluscommission on add collect amountADD COLLECT COMM AMT -amount of commission on addcollect amount only1. Press ESC or Reset on your keyboard.2. Enter the credit card approval format:CK*(credit card code)(credit card number)/(expiration date)/(amount)/(airline code)CK*VI4444333322221111/0406/250.00/AASabre system response:CK*VI4444333322221111/0406/250.00/AA* CREDIT VERIFICATION IN PROGRESSOK 355S VERIFY CARDHOLDER SIGNATURE AND EXPIRATION DATENote: Once you receive the approval code, write it down, or place it in the remarksfield. If you clear your screen you cannot retrieve it.3. Enter WFR* to return to the mask; the last active screen displays.4. Enter to continue.WF WFRTK TICKETING INSTRUCTIONS SCREEN 40TOTAL- USD 250.00 ADD COLLECT ELECTRONIC X PAPERNEW TKT FULL COMM AMT ADD COLL COMM AMT COMM PENALTY < >WAIVER < >TOURCODE < >BAG ALLOWANCE ALL SEGS < > OR BY SEGMENT < >ADDTL TKTG INSTRUCTIONSAGENT ENDORSEMENTS OVERRIDE EO < >< >CASH < > CK < > CC VALIDATING CXR AACC NBR CC EXP MANUAL APPROVAL < > SUPPRESS CC DATA ON INVOICE < >COMM PENALTY - applicablecommission on the change fee(penalty)ARC only - use the WAIVER field forRefund transactions only.Enter applicable TOURCODE andBAGGAGE ALLOWANCE information.Select the form of payment for theadditional collection as applicable.TKT RETAIN < > PREV < > QUIT < >The Sabre system automatically transmits the commission data to the IAR foragents reporting to ARC and to BSP Canada/Bermuda for agencies reportingto that authority.Note: The system does not add any non-refundable endorsement messages from the old ticket to the new ticket. If the airlinerequires non-refundable messages to be carried over to the new ticket, you must manually add these using the endorsement override.Select TKT to issue the ticketimmediately;Or select RETAIN to issue the ticket ata later time.Response to TKT:MASK PROCESSING COMPLETE - MASK TERMINATEDOK 1157.50 54321US INS INSPECTION AND CUSTOMS FEES INCLUDEDETR MESSAGE PROCESSED*DO NOT FORGET TO ISSUE SERVICE FEE*Note: The exact response message may be different depending on the flightsegments, your region, and your Travel Journey Record (TJR) default settings.Response to RETAIN:TRANSACTION RETAINEDProcess a Full Exchange ARC/BSP Canada Bermuda Refunds and Exchanges quick reference Page 4 of 8

E X C H A N G E S T E P6. Display ticket image of original and newticket*T - displays original ticket number andnew ticket numberWTDB*(item number)Original ticket in the Sabre ticketimage database now displaysEXCH in the Status column.New ticket in the Sabre ticketimage database displays OPEN inthe Status columnR E S P O N S E*T«TKT/TIME LIMIT1.T-24MAY-2XX1*AKP2.TE 0017879182251-AT ROMIT/A 2XX1*AKP 1308/24APR3.TE 0017879182252-AT ROMIT/A 2XX1*AKP 1357/24MAYWTDB*2«(original ticket)SABRE TICKET RECORDINV:0003345 CUST:011234 PNR:KTGRGUTKT:0017879182251 ISSUED:24APR2010BOS PCC:2XX1 IATA:96188116NAME:ROMITO/ANTHONY MRFOP:VIXXXXXXXXXXXX1111*XXXX/12345 MCPN A/L FLT CLS DATE BRDOFF TIME ST F/B STAT1 AA 4389 N 15JUL BOSJFK 205P OK NHX14E2C EXCH2 AA 236 N 15JUL JFKFCO 515P OK NHX14E2C EXCH3 AA 235 N 25JUL FCOJFK 1000A OK NHW14E2C EXCH4 AA 4388 N 25JUL JFKBOS 340P OK NHW14E2C EXCH(Partial Display)WTDB*3«(new ticket)SABRE TICKET RECORDINV:0003443 CUST:011234 PNR:KTGRGUTKT:0017879182252 ISSUED:24MAY2010BOS PCC:2XX1 IATA:96188116NAME:ROMITO/ANTHONY MRFOP:VIXXXXXXXXXXXX1111*XXXX/54321 MCPN A/L FLT CLS DATE BRDOFF TIME ST F/B STAT1 AA 4389 N 14JUL BOSJFK 205P OK NHX14E2C OPEN2 AA 236 N 14JUL JFKFCO 515P OK NHX14E2C OPEN3 AA 235 N 25JUL FCOJFK 1000A OK NHW14E2C OPEN4 AA 4388 N 25JUL JFKBOS 340P OK NHW14E2C OPENFARE USD1064.00 TAX 32.20US TAX 7.50AY TAX 2.80EXTAX 10.40IT TAX 2.50VT TAX 6.20HBTAX 0.90MJ TAX 5.50YC TAX 7.00XYTAX 5.00XA TAX 13.50XFTOTAL USD1157.50The original ticket number andthe coupon numbers exchangedDate and place of original issue,and the form of payment for theadditional collection exchangeCOMM: .00NONREF/CHG FEE APPLIES/NO VALUE AFTER FLT TIMEBOS AA X/NYC AA ROM Q160.00M357.00NHX14E2C AA X/NYC Q160.00AA BOS M387.00NHW14E2C NUC1064.00END ROE1.00 XFBOS4.5JFK4.5JFK4.5 A/C250.00EXCH TKT:0017879182251/1234ISSUED AT:24APR10BOS FEF:VIXXXXXXXXXXXX1111IATA:96188116Process a Full Exchange ARC/BSP Canada Bermuda Refunds and Exchanges quick reference Page 5 of 8

E X C H A N G E S T E PYou may also display the carrier’s electronicticket record of the original and new tickets:WETR*(item number)Original ticket in the carrier’selectronic ticket database nowdisplays EXCH in the StatuscolumnFor participating carriers, thedisplay also contains a settlementauthorization numberNew ticket displays OPEN in theStatus column and:R E S P O N S EWETR*2«(original ticket)ELECTRONIC TICKET RECORDINV:0003443 CUST:011234 PNR:KTGRGUTKT:0017879182252 ISSUED:24APR10 PCC:2XX1 IATA:96188116NAME:ROMITO/ANTHONY MRFOP: VIXXXXXXXXXXXX1111*XXXX /54321 MCPN A/L FLT CLS DATE BRDOFF TIME ST F/B STAT1 AA 4389 N 15JUL BOSJFK 1405 OK NHX14E2C EXCH2 AA 236 N 15JUL JFKFCO 1715 OK NHX14E2C EXCH3 AA 235 N 25JUL FCOJFK 1000 OK NHW14E2C EXCH4 AA 4388 N 25JUL JFKBOS 1540 OK NHW14E2C EXCHNONREF/CHG FEE APPLIES/NO VALUE AFTER FLT TIMEFARE USD1064.00 TAX 32.20US TAX 5.50YC TAX 7.00XYTAX 5.00XA TAX 7.50AY TAX 2.80EXTAX 10.40IT TAX 2.50VT TAX 6.20HBTAX .90MJ TAX 13.50XFBOS AA X/NYC AA ROM Q160.00M357.00NHX14E2C AA X/NYC Q160.00AA BOS M387.00NHW14E2C NUC1064.00END ROE1.00 XFBOS4.5JFK4.5JFK4.5SETTLEMENT AUTHORIZATION: 2207577152489WETR*3«(new ticket)ELECTRONIC TICKET RECORDINV:0003443 CUST:011234 PNR:KTGRGUTKT:0017879182252 ISSUED:24MAY10 PCC:2XX1 IATA:96188116NAME:ROMITO/ANTHONY MRFOP: VIXXXXXXXXXXXX1111*XXXX /54321 MCPN A/L FLT CLS DATE BRDOFF TIME ST F/B STAT1 AA 4389 N 14JUL BOSJFK 1405 OK NHX14E2C OPEN2 AA 236 N 14JUL JFKFCO 1715 OK NHX14E2C OPEN3 AA 235 N 25JUL FCOJFK 1000 OK NHW14E2C OPEN4 AA 4388 N 25JUL JFKBOS 1540 OK NHW14E2C OPENThe original ticket number, dateand place of original issue andthe original form of paymentThe original ticket number, thecoupon numbers exchangedand the add collect amount7. Display the accounting lines (*PAC)The original ticket accounting lineremains in the PNR unless you deleteitThe new ticket accounting line displayswith the additional collection base andtax amountsThe /E indicating an exchange followedby the original ticket number and theflight coupons you exchangedNote: Depending on your agency’s accounting and invoicing procedures:NONREF/CHG FEE APPLIES/NO VALUE AFTER FLT TIMEFARE USD1064.00 TAX 32.20US TAX 5.50YC TAX 7.00XYTAX 5.00XA TAX 7.50AY TAX 2.80EXTAX 10.40IT TAX 2.50VT TAX 6.20HBTAX .90MJ TAX 13.50XFTOTAL USD1157.50BOS AA X/NYC AA ROM Q160.00M357.00NHX14E2C AA X/NYC Q160.00AA BOS M387.00NHW14E2C NUC1064.00END ROE1.00 XFBOS4.5JFK4.5JFK4.5ORIGINAL ISSUE: 0017879182251 24MAY10BOSORIGINAL FOP: VIXXXXXXXXXXXX1111*XXXXEXCHANGE TKT: 0017879182251 1234ADD COLLECT AMOUNT: 250.00*PAC«ACCOUNTING DATA1. AA‡7879182251/ 0.00/ 1064.00/ 93.50/ONE/CCVIXXXXXXXXXXXX1111 1.1ROMITO ANTHONY MR/1/F2. AA‡7879182252/ .00/ 250.00/ 0.00/ONE/CCVIXXXXXXXXXXXX1111 1.1ROMITO ANTHONY MR/1/F/E-0017879182251/1234You may delete the original ticket accounting line and issue the invoice with the new ticket accounting line only (DIN or DIN¥DP)Or you may keep the original ticket accounting line in the PNR and accounting line select (DIN¥A2¥DP) the new ticketaccounting line to issue the invoice.Process a Full Exchange ARC/BSP Canada Bermuda Refunds and Exchanges quick reference Page 6 of 8

P R I C E Q U O T E R E I S S U E R E C O R D ( P Q R )When you complete the exchange process, the system creates a Price Quote Reissue (PQR) record. This PQR record contains all ofthe information used to process the exchange.Display Price Quote Record SummaryThe PQ Summary displays all PQ andPQR records; the system numberseach record sequentiallyThe PQR record amount is the newticket total amount, not theexchange amount (enter *PQR toview the exchange amount)The type of exchange displayson the second lineT in the Status column indicatesyou have ticketed the PQRDisplay the Price Quote Reissue (PQR)record detailsThe PQR contains:The entry you used to begin theexchangeThe original ticket number andamountThe type of exchange (in thisexample, A/C for additionalcollection) and the exchangeamountThe fare/tax breakdown and thenew ticket totalThe new itineraryThe change fee when entered onthe Comparison Summary screenThe commissionThe validating carrierThe form of payment for theadditional collection*PQS*PQS«PRICE QUOTE RECORD - SUMMARY BY NAME NUMBERRETAINED FARENAME PQ TYPE TKT DES CREATED TKT TTL1.1 1 24MAY USD 1157.50RETAINED REISSUENAME PQR TYPE TKT DES TYPE CREATED NEW TKT TTL STAT1.1 2 EXCH A/C 24MAY USD 1157.50 THISTORICAL DATA EXISTS - *PQH*PQR or *PQR(record number)*PQR2«PQR - REISSUE DETAILSPQR 2 WFR0017879182251‡PQ1ROMITO/ANTHONY EXCH TKT 0017879182251 TTL USD 1157.50A/C, FEES TTL USD 250.00BASE FARE TAXES TOTALUSD1064.00 93.50XT USD1157.50XT 32.20US 5.50YC 7.00XY 5.00XA7.50AY 2.80EX 10.40IT 2.50VT6.20HB 0.90MJ 13.50XFADT-01 NHX14E2C NHW14E2CBOS AA X/NYC AA ROM Q160.00M357.00NHX14E2C AA X/NYC Q160.00AA BOS M387.00NHW14E2C NUC1064.00END ROE1.00 XFBOS4.5JFK4.5JFK4.5NONREF/CHG FEE APPLIES/NO VALUE AFTER FLT TIME01 O BOS AA 4389N 14JUL 205P NHX14E2C 14JUL14JUL02 X JFK AA 236N 14JUL 515P NHX14E2C 14JUL14JUL03 O FCO AA 235N 25JUL 1000A NHW14E2C 25JUL25JUL04 X JFK AA 4388N 25JUL 340P NHW14E2C 25JUL25JULBOSCHANGE FEE 250.00COMM AMT 0.00VALIDATING CARRIER-AAFOP CCVIXXXXXXXXXXXX11112XX1 2XX1 *AKP 1328/24MAYPRICE-SYSProcess a Full Exchange ARC/BSP Canada Bermuda Refunds and Exchanges quick reference Page 7 of 8