Training Catalogue for ACOs Global Learning Services V1.2. amadeus.com

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1 Training Catalogue for ACOs Global Learning Services V1.2 amadeus.com

2 Global Learning Services Training Catalogue for ACOs V1.2 This catalogue lists the training courses offered to ACOs by Global Learning Services. Need more information? Visit Amadeus Learning Centre for further course details (including schedules) and to enrol: Localisation Training documents and e-learning can be translated into your own language. For further details, please send an to: Any questions? If you have questions concerning the courses in this catalogue please send an to: 2

3 Global Learning Services Training Catalogue for ACOs V1.2 Table of contents Classroom / e-learning / Virtual / Blend Certification Reservation Amadeus Central System Certification...6 Amadeus Information Pages...7 Amadeus Reservation Essentials for Travel Agents (Command Page)...8 Amadeus Air (Command Page)...9 PNR Mandatory Elements (Command Page)...10 PNR Optional Elements (Command Page)...11 PNR Modifiction and History (Command Page)...12 Amadeus Fares and Pricing (Command Page)...13 Ancillary Services (Command Page)...14 Amadeus Offers...15 Amadeus Reservation Essentials for Travel Agents (Graphical)...15 Getting Started with Amadeus Selling Platform...16 Amadeus Air (Graphical)...17 Amadeus PNR (Graphical)...18 Amadeus Smart Keys (Graphical)...19 Amadeus Queues (Graphical)...20 Amadeus Fares and Pricing (Graphical)...21 Amadeus Selling Platform Connect (e-learning)...22 Amadeus Selling Platform Connect Overview...23 Amadeus Service Fee Manager...24 Hotels in Amadeus Selling Platform (Graphical)...25 Ticketing Amadeus Ticketing for ACOs...26 Amadeus Ticketing Essentials for Travel Agents (Command Page)...27 Amadeus Light Ticketing...28 Issuing Tickets and Other Documents (Command Page)...29 Ticketing Follow-up Entries (Command Page)...30 Amadeus Electronic Miscellanous Documents (EMD): Basic...31 Amadeus Electronic Miscellanous Documents (EMD): Intermediate...32 Amadeus Ticket Changer (Command Page)...33 Refunding an e-ticket (Command Page)...34 Ticketing Sales Reports (Command Page)...35 Amadeus Ticketing Essentials for Travel Agents (Graphical)...36 Issuing Tickets and Other Documents (Graphical)...37 Ticketing Follow-up Entries (Graphical)...38 Amadeus Ticket Changer (Graphical)...39 Automated Refunds (Graphical)

4 Global Learning Services Training Catalogue for ACOs V1.2 Table of contents Classroom / e-learning / Virtual / Blend Certification Help Desk Amadeus Help Desk for ACOs...41 Amadeus Security Management (Classroom)...42 Amadeus Security Management (e-learning)...43 Amadeus ACE and Web Config...44 Amadeus Customer Service Point (ACSP)...45 System Database Amadeus FareXpert Dynamic Fares...46 Amadeus FareXpert Negotiated Fares...47 Amadeus Air Preferences...48 Mid and back Office Amadeus Interface Record for Back Office...49 e-commerce Amadeus e-retail Engine for New Users...50 Amadeus e-travel Management Overview...51 Amadeus e-travel Management Certification...52 Amadeus e-power...53 Amadeus e-power Consolidator

5 Global Learning Services Training Catalogue for ACOs V1.2 Table of contents Classroom / e-learning / Virtual / Blend Certification Amadeus Sales Fundamentals Amadeus Sales Fundamentals (e-learning)...55 Amadeus Sales Fundamentals (Classroom)...56 Amadeus Negotiation: Fundamentals...57 Amadeus Telesales Techniques...58 Fighting the Fear of Change...59 Amadeus Sales for Non sales...60 Intermediate Consultative Selling: Fundamentals...61 Consultancy Skills for ACOs...62 Consultative Selling: Competitive Positioning...63 Account Retention and Development: SME...64 Account Retention and Development: Large and Multinational...65 Account Retention and Development: Hybrid...66 Air Content Sales Pitch...67 STARSS...68 Advanced Advanced Curriculum for Account Managers...69 Amadeus Advanced Sales and Negotiation...70 Amadeus Sales Management and Coaching

6 CLASSROOM Amadeus Central System Certification This course explains how to access content distributed via the Amadeus Central System, showing how to make it easier for reservation agents to sell both air and non-air products. During this course you will: _ Learn how to use cryptic entries to access content distributed via the Amadeus Central System _ Focus on PNR creation, pricing and tickets issuance Topics This course covers the following topics: Getting started: Amadeus Central System, local security Amadeus Information Pages: information pages and help function Amadeus AIR: flight availability, schedule and timetable display Amadeus PNR: creation, modification split, copy and history of PNR Amadeus Itinerary (and Invoice): displaying and printing Itinerary (and invoice) Amadeus Queues: how to use the Amadeus Queue package Amadeus Customer Profiles Amadeus Fares and Pricing: how to use the fare quote system and pricing Amadeus Ticketing: Transitional Stored Ticket (TST), e-ticket Amadeus Cars: booking and selling cars Amadeus Hotels: booking and selling hotels This course is for ACO trainers and help desk agents. Certification There is a certification test at the end of the course. The pass mark is 85%. None Beginner 10 days 6

7 VIRTUAL Amadeus Information Pages Amadeus Information Pages (AIP) is a central source of reference information for travel agents and booking offices worldwide. This course explains how to create, organise, display and modify information in the Amadeus Information Pages (AIP) in the most effective way. During this virtual course you will learn: _ About the structure of AIP _ How to navigate through the AIP pages _ How to update an existing AIP page _ How to create and organise your company s AIP pages Topics This course covers these topics: _ Introduction Getting started Displaying AIP pages Updating AIP pages Practice This course is intended for airlines, providers and Amadeus ACOs. None Basic 2 sessions of 120 minutes each. Technical Requirements Each participant must have a telephone with conferencing facilities and a PC meeting the requirements below. Hardware Pentium II 300, Pentium III recommended 64 MB memory, 128 recommended Minimum 16-bit color video card at 800 x 600 resolution (24-bit color at 800 x 600 recommended) SVGA 15 monitor with 14,5 viewable area capable of 800 x 600 resolution Internet connection (modem, cable, ADSL, LAN, ISDN) 56kB modem as minimum, 128kB recommended Software Microsoft Internet Explorer 5.5 or above Adobe Flash Player 7 Windows 98, 2000 or NT4 recommended 7

8 E-LEARNING Amadeus Reservation Essentials for Travel Agents (Command Page) This collection of e-learning courses will help travel agents issue void or reissue e-tickets, Electronic Miscellaneous Documents (EMDs) and other documents and work with sales reports using the Amadeus cryptic interface. The 5 e-learning courses making up this Amadeus Reservation Essentials collection are: _ Based on using the Command Page of Amadeus Selling Platform _ Sequenced according to a typical workflow. Each course can also be accessed individually! The Courses _ Amadeus Air Learn to request and display flights. _ PNR Mandatory Elements Learn to create a single-passenger PNR. _ PNR Optional Elements Learn to add seats, Special Services Requests (SSRs), frequents flyer numbers, remarks and options. _ PNR Modification and History Learn to split and rebook a PNR, and to display and interpret PNR history. _ Fares and Pricing Learn to display fares and fare note, price itineraries and store tickets. This course is intended for travel agents. None Basic This collection generally takes 5 to 6 hours to complete. Technical Requirements Hardware Minimum 1024 x 768 screen resolution Internet connection (broadband recommended) Sound card recommended for some courses Input devices: mouse and keyboard Software Microsoft Internet Explorer 6 or later Adobe Flash Player 9 or later Windows XP, Vista or 7 Java Runtime 1.6.0_30 or above 8

9 E-LEARNING Amadeus Air (Command Page) Learn typical tasks to check flight availability book, rebook and cancel flights, using cryptic entries at the Command Page. This course consists of 3 modules sequenced according to a typical workflow. Each module can also be accessed individually. Objectives During this course you will learn to: Make the Encode and Decode entry Request a flight availability display and customise your request Interpret flight availability displays This course is intended for airlines and travel agents. None Basic 1 hour, French, Spanish, German Technical Requirements Hardware Minimum 1024 x 768 screen resolution Internet connection (broadband recommended) Sound card recommended for some courses Input devices: mouse and keyboard Software Microsoft Internet Explorer 6 or later Adobe Flash Player 9 or later Windows XP, Vista or 7 Java Runtime 1.6.0_30 or above 9

10 E-LEARNING PNR Mandatory Elements (Command Page) Learn about the mandatory elements to enter when creating a Passenger Name Record (PNR). This course consists of 5 modules sequenced according to a typical workflow. Each module can also be accessed individually. Objectives During this course you will learn to: Create a PNR and identify the five mandatory elements _Sell _ seats Add the passenger name Add the passenger contact End, ignore and cancel a PNR This course is intended for airlines and travel agents. None Basic 1.5 hours, French, Spanish, German. Note: The version of this course is more recent than the other versions. Technical Requirements Hardware Minimum 1024 x 768 screen resolution Internet connection (broadband recommended) Sound card recommended for some courses Input devices: mouse and keyboard Software Microsoft Internet Explorer 6 or later Adobe Flash Player 9 or later Windows XP, Vista or 7 Java Runtime 1.6.0_30 or above 10

11 E-LEARNING PNR Optional Elements (Command Page) Discover the optional elements that can be added to a PNR to provide good customer service and handle bookings efficiently. This course consists of 5 modules sequenced according to a typical workflow. Each module can also be accessed individually. Objectives During this course you will learn to: Add optional elements to a PNR Add seat requests Add special service requests Add frequent flyer numbers Add remarks and options This course is intended for airlines and travel agents. None Basic 1.5 hours, French, Spanish, German. Note: The version of this course is more recent than the other versions. Technical Requirements Hardware Minimum 1024 x 768 screen resolution Internet connection (broadband recommended) Sound card recommended for some courses Input devices: mouse and keyboard Software Microsoft Internet Explorer 6 or later Adobe Flash Player 9 or later Windows XP, Vista or 7 Java Runtime 1.6.0_30 or above 11

12 E-LEARNING PNR Modification and History (Command Page) Learn how to modify certain elements of a PNR and understand how historical PNR information is stored. This course consists of 3 modules sequenced according to a typical workflow. Each module can also be accessed individually. Objectives During this course you will learn to: Split a PNR Rebook a PNR Display and interpret PNR history This course is intended for airlines and travel agents. None Basic 30 minutes, French, Spanish, German. Note: The version of this course is more recent than the other versions. Technical Requirements Hardware Minimum 1024 x 768 screen resolution Internet connection (broadband recommended) Sound card recommended for some courses Input devices: mouse and keyboard Software Microsoft Internet Explorer 6 or later Adobe Flash Player 9 or later Windows XP, Vista or 7 Java Runtime 1.6.0_30 or above 12

13 E-LEARNING Amadeus Fares and Pricing (Command Page) Discover how to use fares and pricing cryptic commands in typical everyday scenarios. This course consists of 6 modules sequenced according to a typical workflow. Each module can also be accessed individually. Objectives During this course you will learn how to: Display a fare and read fare notes Price an itinerary for one passenger Price an itinerary for a youth passenger Price an itinerary for more than one passenger Price an itinerary with the lowest available fare Store the fare This course is intended for airlines and travel agents. You are required to have a basic knowledge of the Amadeus distribution system and the travel industry. Basic 1 hour, French, Spanish, German Technical Requirements Hardware Minimum 1024 x 768 screen resolution Internet connection (broadband recommended) Sound card recommended for some courses Input devices: mouse and keyboard Software Microsoft Internet Explorer 6 or later Adobe Flash Player 9 or later Windows XP, Vista or 7 Java Runtime 1.6.0_30 or above 13

14 E-LEARNING Ancillary Services (Command Page) Discover how to book ancillary services and learn about the benefits that booking these services will bring to your organisation. This course consists of 4 modules sequenced according to a typical workflow. Each module can also be accessed individually. It is based on using cryptic entries in the Command Page. Objectives During this course you will learn: How to book special meals and excess baggage How to display seat maps and price chargeable seats How to display pricing quotation records and issue ancillary services What are Automated Issuance Limits (AILs) This course is intended for airlines and travel agents. None Basic 1 hour Technical Requirements Hardware Minimum 1024 x 768 screen resolution Internet connection (broadband recommended) Sound card recommended for some courses Input devices: mouse and keyboard Software Microsoft Internet Explorer 6 or later Adobe Flash Player 9 or later Windows XP, Vista or 7 Java Runtime 1.6.0_30 or above 14

15 E-LEARNING Amadeus Offers Amadeus Offers is a unique, industry-leading solution that helps travel agents to manage their pre-booking activities efficiently. Discover how to offer and combine a selection of flights or hotel quotes, and how to manage them until confirmation. This course consists of 10 short interactive videos, sequenced according to a typical workflow. Each module can also be accessed individually. Objectives During this course you will learn to: What are Amadeus Offers How to create air How to create hotel offers How to create an offer with markup How to display offer details How to verify offers How o send an offer notice How to confirm offers How to cancel offers How to create and manage an Offer Proposal This course is intended for travel agents. None Basic 45 minutes Technical Requirements Hardware Minimum 1024 x 768 screen resolution Internet connection (broadband recommended) Sound card recommended for some courses Input devices: mouse and keyboard Software Microsoft Internet Explorer 6 or later Adobe Flash Player 9 or later Windows XP, Vista or 7 Java Runtime 1.6.0_30 or above 15

16 E-LEARNING Amadeus Reservation Essentials for Travel Agents (Graphical) This collection of e-learning courses for travel agents covers the entire reservation workflow in the Amadeus reservation system using the Amadeus graphical environment. The 7 e-learning courses making up this Amadeus Reservation Essentials collection are: _ Based on the graphical environment of Amadeus Selling Platform _ Sequenced according to a typical workflow. Each course can also be accessed individually! The Courses _ Amadeus Air Learn to to check a flight availability, book, rebook and cancel flights. _ Amadeus PNR Learn to create a Passenger Name Record (PNR), cancel PNR elements and read the PNR history. _ Fares and Pricing Learn to request and display a fare, price an itinerary, and create a Transactional Store Ticket (TST). _ Amadeus Queues Learn to manage queues and work PNRs from queues. _ Amadeus Smart Keys Learn to create and run Smart Keys. _ Cars in Amadeus Selling Platform Learn to manage cars bookings. _ Hotels in Amadeus Selling Platform Learn to manage hotels bookings. This course is intended for travel agents. None Basic This collection generally takes 14 hours to complete., French, Spanish, German Technical Requirements Hardware Minimum 1024 x 768 screen resolution Internet connection (broadband recommended) Sound card recommended for some courses Input devices: mouse and keyboard Software Microsoft Internet Explorer 6 or later Adobe Flash Player 9 or later Windows XP, Vista or 7 Java Runtime 1.6.0_30 or above 16

17 E-LEARNING Getting Started with Amadeus Selling Platform Learn how to access and navigate Amadeus Selling Platform in either the Production system or the training platform. This course consists of 4 modules sequenced according to a typical workflow. Each module can also be accessed individually. Objectives During this course you will learn: How to access Amadeus Selling Platform What are the CID and the Office ID? How to get help and information in both the graphical and cryptic environments How to navigate in work areas This course is intended for travel agents. None Basic 15 minutes Technical Requirements Hardware Minimum 1024 x 768 screen resolution Internet connection (broadband recommended) Sound card recommended for some courses Input devices: mouse and keyboard Software Microsoft Internet Explorer 6 or later Adobe Flash Player 9 or later Windows XP, Vista or 7 Java Runtime 1.6.0_30 or above 17

18 E-LEARNING Amadeus Air (Graphical) Learn typical tasks to check flight availability book, rebook and cancel flights, using a graphical environment. This course consists of 4 modules sequenced according to a typical workflow. Each module can also be accessed individually. Objectives During this course you will learn to: Display available flights Differentiate between neutral and biased displays _Book _ flights Ignore, rebook and cancel flights This course is intended for travel agents. None Basic 1 hour and 30 minutes, Spanish Technical Requirements Hardware Minimum 1024 x 768 screen resolution Internet connection (broadband recommended) Sound card recommended for some courses Input devices: mouse and keyboard Software Microsoft Internet Explorer 6 or later Adobe Flash Player 9 or later Windows XP, Vista or 7 Java Runtime 1.6.0_30 or above 18

19 E-LEARNING Amadeus PNR (Graphical) Discover how to create a Passenger Name Record (PNR) using a graphical environment. This course consists of 4 modules sequenced according to a typical workflow. Each module can also be accessed individually. Objectives During this course you will learn to: Create a PNR for one passenger Create a PNR for a family Select seats from the flight seat map Cancel PNR elements and read the PNR history This course is intended for travel agents. None Basic 1.5 hours Technical Requirements Hardware Minimum 1024 x 768 screen resolution Internet connection (broadband recommended) Sound card recommended for some courses Input devices: mouse and keyboard Software Microsoft Internet Explorer 6 or later Adobe Flash Player 9 or later Windows XP, Vista or 7 Java Runtime 1.6.0_30 or above 19

20 E-LEARNING Amadeus Smart Keys (Graphical) Discover how to create and run Amadeus Smart Keys - automated commands that allow you to perform common tasks quickly and easily. This course consists of 6 modules sequenced according to a typical workflow. Each module can also be accessed individually. Objectives During this course you will learn to: Differentiate between the different types of Smart Keys Run Smart Keys Create Smart Keys Modify Smart Keys Delete Smart Keys Copy Smart Keys This course is intended for travel agents. None Basic 1 hour, French, Spanish, German Technical Requirements Hardware Minimum 1024 x 768 screen resolution Internet connection (broadband recommended) Sound card recommended for some courses Input devices: mouse and keyboard Software Microsoft Internet Explorer 6 or later Adobe Flash Player 9 or later Windows XP, Vista or 7 Java Runtime 1.6.0_30 or above 20

21 E-LEARNING Amadeus Queues (Graphical) Discover how to manage queues, and work Passenger Name Records (PNR) from queues, using a graphical environment. This course consists of 4 modules sequenced according to a typical workflow. Each module can also be accessed individually. Objectives During this course you will learn how to: Place PNRs or messages on queue Handle PNRs or messages on queue Display the queue history Display the queue bank This course is intended for travel agents. None Basic 1 hour, French, Spanish, German Technical Requirements Hardware Minimum 1024 x 768 screen resolution Internet connection (broadband recommended) Sound card recommended for some courses Input devices: mouse and keyboard Software Microsoft Internet Explorer 6 or later Adobe Flash Player 9 or later Windows XP, Vista or 7 Java Runtime 1.6.0_30 or above 21

22 E-LEARNING Amadeus Fares and Pricing (Graphical) Learn how to perform typical fares and pricing tasks using a graphical environment. This course consists of 8 modules sequenced according to a typical workflow. Each module can also be accessed individually. Objectives This course will teach you how to: Request a fare display Read the fare note from a fare display Check the booking class information from a fare display Request flight availability from a fare display Price an itinerary Price an itinerary for a youth passenger Create the Transactional Store Ticket (TST) Display the TST (the stored fare) from the Passenger Name Record (PNR) This course is intended for travel agents. You are required to have a basic knowledge of the Amadeus distribution system and the travel industry. Basic 2 hours, Spanish Technical Requirements Hardware Minimum 1024 x 768 screen resolution Internet connection (broadband recommended) Sound card recommended for some courses Input devices: mouse and keyboard Software Microsoft Internet Explorer 6 or later Adobe Flash Player 9 or later Windows XP, Vista or 7 Java Runtime 1.6.0_30 or above 22

23 E-LEARNING Amadeus Selling Platform Connect Discover how to navigate and complete air and car bookings in easy-to-use Amadeus Selling Platform Connect. This course is a sequence of five short videos: _ How to navigate Selling Platform Connect _ How to make a booking in Amadeus Air _ How to make a booking in Amadeus Car _ How to use discount codes in Amadeus Car _ How to modify a car booking in Amadeus Car Objectives These five videos will help you: Become familiar with the Amadeus Selling Platform Connect environment Discover some of its key features Complete an air booking flow Navigate within the different sections of a booking file Complete a car booking flow Apply discount codes to a car booking and save discount codes to preferences Modify a car booking This course is for travel agents. None Basic Total - 21 minutes How to navigate: 7 minutes How to create an air booking: 5 minutes How to make a car booking: 4 minutes How to use discount codes: 2 minutes How to modify a car booking: 3 minutes Technical Requirements Hardware Minimum 1024 x 768 screen resolution Internet connection (broadband recommended) Sound card recommended for some courses Input devices: mouse and keyboard Software Microsoft Internet Explorer 6 or later Adobe Flash Player 9 or later Windows XP, Vista or 7 Java Runtime 1.6.0_30 or above 23

24 CLASSROOM Amadeus Selling Platform Connect Overview This course provides an overview of Amadeus Selling Platform Connect, an advanced browser-based front office reservation and selling tool that provides a graphical interface to the Amadeus system. By attending this training course, you will learn to use the graphical environment of Amadeus Selling Platform Connect. Topics This course explains how to: Access and navigate throughout the application Request availability, schedule and timetables Create and modify booking files Work with queues Request fare display and pricing Use the Low Fare Search tool Issue and reissue e-tickets with Amadeus Ticket Changer Void and refund e-tickets Issue, void and refund Electronic Miscellaneous Documents (EMD) Display sales reports Work with the Productivity Suite tools Book, modify and cancel car and hotel bookings The course is intended for Amadeus and ACO staff. Participants are required to have background knowledge of the Amadeus Central System (cryptic entries). Basic 2.5 days

25 CLASSROOM Amadeus Service Fee Manager Amadeus Service Fee Manager provides an automated solution for service fee calculation and storage. This course explains how to maintain price schemes, monitor and manage each service fee based on the principle of the right price scheme applied to the right passenger type. During this course you will learn to: _ Identify how Price Scheme Manager Plus (PSM+) and Service Fee Manager (SFM) work together _ Create and maintain price schemes using PSM+ _ Apply service fees to air bookings using SFM _ Integrate service fees in Amadeus Interface Records (A.I.R.s) Topics This course covers the following topics: Introduction to Amadeus Service Fee Manager Defining which offices create Price Schemes and apply Service Fees Using Markets and Zones to define where Price Schemes apply Creating Price Schemes Maintaining Price Schemes Applying Service Fees to Booking Using Service Fee Manager with Amadeus Interface Records (A.I.R.s.) This course is suitable for airlines and ACO agents directly involved in deploying, administrating, and supporting the Amadeus Service Fee Manager product. Certification There is a certification test at the end of the course. The pass mark is 85%. Participants are required to have a good working knowledge of: Office Profile and Amadeus Extended Ownership (EOS agreements) Creating, pricing and ticketing PNRs Amadeus Interface Records (A.I.R.s) Intermediate 3 days 25

26 CLASSROOM Amadeus Ticketing for ACOs Amadeus Ticketing is the ticketing solution to host your e-tickets, document creation and reporting functionality. This course focuses on e-ticketing and working with Electronic Miscellaneous Documents (EMD). During this training course you will learn to use cryptic entries on the command page of the Amadeus Selling Platform to access the Amadeus Ticketing solution. Topics This course covers the following topics: Introduction to Amadeus e-ticketing Amadeus e-ticketing system processing and communication flow Issuing, displaying, revalidating, reissuing, cancelling and displaying history of e-tickets _Incentive _ e-ticketing Issuing, displaying, printing and ing e-ticket itinerary receipts Creating, displaying, updating, issuing and reissuing EMDs Initiating, processing and cancelling a Refund Displaying and printing sales reports Cancelling and reinstating a sales type document This course is intended for ACOs. Certification There is a certification test at the end of the course. The pass mark is 85%. Participants are required to have successfully completed the Amadeus Central System Course with a minimum score of 85% in the certification test. Basic 5 days 26

27 E-LEARNING Amadeus Ticketing Essentials for Travel Agents (Command Page) This collection of e-learning courses will help travel agents issue void or reissue e-tickets, Electronic Miscellaneous Documents (EMDs) and other documents and work with sales reports using the Amadeus cryptic interface. The 7 e-learning courses making up this Amadeus Ticketing Essentials collection are: _ Based on using the Command Page of Amadeus Selling Platform _ Sequenced according to a typical workflow. Each course can also be accessed individually! The Courses _ Issuing Tickets and Other Documents Learn to issue e-tickets, itineraries receipt, MCOs and excess baggage documents. _ Ticketing Sales Reports Learn to: - View and print a query report - Refund a sale from the query report - View the daily reports and cross reference reports _ Ticketing Follow-up Entries Learn to revalidate, void and reissue a ticket. _ Refunding an e-ticket Learn to perform a partial, tax-only or full refund of a ticket. _ Amadeus Ticket Changer with MCO and EMD Learn to revalidate or reissue a ticket with VMCO and with EMD. _ Amadeus Electronic Miscellaneous Documents (EMD) - Basic Learn to issue an EMD. _ Amadeus Electronic Miscellaneous Documents (EMD) - Intermediate Learn to work with EMD records. This course is intended for travel agents. None Basic This collection generally takes 5 to 6 hours to complete. Technical Requirements Hardware Minimum 1024 x 768 screen resolution Internet connection (broadband recommended) Sound card recommended for some courses Input devices: mouse and keyboard Software Microsoft Internet Explorer 6 or later Adobe Flash Player 9 or later Windows XP, Vista or 7 Java Runtime 1.6.0_30 or above 27

28 E-LEARNING Amadeus Light Ticketing Discover how to book a light ticketing carrier in the cryptic environment (Command Page) it s fast and easy! This is a short tutorial that helps you to quickly understand how to book a light ticketing carrier in the Amadeus reservation system. Objectives During this course you will learn to: Identify the Light Ticketing Carriers indicators Enter the mandatory elements Book a flight and ancillary services Proceed with Issuance Identify the Light Ticket numbers and indicators Display the Online Sales Report This course is for travel agents. You are expected to be familiar with the Amadeus booking flow using the Command Page. Basic 7 minutes, Portuguese, Italian, Spanish, German and French. Technical Requirements Hardware Minimum 1024 x 768 screen resolution Internet connection (broadband recommended) Sound card recommended for some courses Input devices: mouse and keyboard Software Microsoft Internet Explorer 6 or later Adobe Flash Player 9 or later Windows XP, Vista or 7 Java Runtime 1.6.0_30 or above 28

29 E-LEARNING Issuing Tickets and Other Documents (Command Page) Discover how to issue e-tickets and other documents such as Miscellaneous Charge Orders (MCOs) and Excess Baggage Documents (XSB), using cryptic entries in the Command Page. This course consists of 4 modules sequenced according to a typical workflow. Each module can also be accessed individually. Objectives During this course you will learn to: Display eligibility indicators Issue an e-ticket and itinerary receipt Issue a Miscellaneous Charge Order (MCO) Issue an Excess Baggage Document (XSB) This course is intended for airlines and travel agents. None Basic 2 hours, Spanish Technical Requirements Hardware Minimum 1024 x 768 screen resolution Internet connection (broadband recommended) Sound card recommended for some courses Input devices: mouse and keyboard Software Microsoft Internet Explorer 6 or later Adobe Flash Player 9 or later Windows XP, Vista or 7 Java Runtime 1.6.0_30 or above 29

30 E-LEARNING Ticketing Follow-Up Entries (Command Page) Discover how to perform important follow-up procedures (using cryptic commands in the Command Page) that may be required after a ticket is issued. This course consists of 4 modules sequenced according to a typical workflow. Each module can also be accessed individually. Objectives During this course you will learn to: Revalidate a ticket Void a ticket Reissue a ticket Reissue a previously reissued ticket This course is intended for airlines and travel agents. You need to have a reasonable knowledge of the Amadeus Central System and the travel industry. Basic 4 hours, Spanish. Technical Requirements Hardware Minimum 1024 x 768 screen resolution Internet connection (broadband recommended) Sound card recommended for some courses Input devices: mouse and keyboard Software Microsoft Internet Explorer 6 or later Adobe Flash Player 9 or later Windows XP, Vista or 7 Java Runtime 1.6.0_30 or above 30

31 E-LEARNING Amadeus Electronic Miscellaneous Documents (EMD) - Basic Discover Amadeus Electronic Miscellaneous Documents (EMD) with the assistance of a video coach. This course consists of 2 modules sequenced according to a typical workflow. Each module can also be accessed individually. Objectives During this course you will learn: What is an EMD How to book and issue an EMD This course is intended for airlines and travel agents. None Basic 1 hour, Spanish Technical Requirements Hardware Minimum 1024 x 768 screen resolution Internet connection (broadband recommended) Sound card recommended for some courses Input devices: mouse and keyboard Software Microsoft Internet Explorer 6 or later Adobe Flash Player 9 or later Windows XP, Vista or 7 Java Runtime 1.6.0_30 or above 31

32 E-LEARNING Amadeus Electronic Miscellaneous Documents (EMD) - Intermediate Learn how to work efficiently with TSM-Ps and EMD records, and handle common yet complex situations. This course consists of 5 modules sequenced according to a typical workflow. Each module can also be accessed individually. Objectives During this course you will learn to: Work with TSM-P Work with EMD records Reissue EMDs Refund EMDs Cancel an EMD sale, exchange or refund This course is intended for airlines and travel agents. You are recommended to have taken the Amadeus Electronic Miscellaneous Documents (EMD) - Basic course. Intermediate 4 hours, Spanish Technical Requirements Hardware Minimum 1024 x 768 screen resolution Internet connection (broadband recommended) Sound card recommended for some courses Input devices: mouse and keyboard Software Microsoft Internet Explorer 6 or later Adobe Flash Player 9 or later Windows XP, Vista or 7 Java Runtime 1.6.0_30 or above 32

33 E-LEARNING Amadeus Ticket Changer (Command Page) Amadeus Ticket Changer is an automatic revalidating and reissuing tool for voluntary ticket reissues, based on the IATA industry standard. Learn how to revalidate and reissue a ticket with Amadeus Ticket Changer in 3 interactive simulations. This course consists of 3 modules sequenced according to a typical workflow. Each module can also be accessed individually. Objectives During this course you will learn to: Revalidate a ticket with Amadeus Ticket Changer Reissue a ticket with Amadeus Ticket Changer Reissue multiple-passenger tickets with Amadeus Ticket Changer You will work in a secure and controlled environment which will help build the confidence required to use Amadeus Ticket Changer on a day-to-day basis. This course is intended for airlines and travel agents, and is suitable for offices issuing Miscellaneous Charge Orders (MCOs) or Electronic Miscellaneous Documents (EMDs). None Intermediate 45 minutes, Spanish Technical Requirements Hardware Minimum 1024 x 768 screen resolution Internet connection (broadband recommended) Sound card recommended for some courses Input devices: mouse and keyboard Software Microsoft Internet Explorer 6 or later Adobe Flash Player 9 or later Windows XP, Vista or 7 Java Runtime 1.6.0_30 or above 33

34 E-LEARNING Refunding an e-ticket (Command Page) Learn how to use cryptic commands to refund e-tickets in different situations in a secure and controlled environment. This course consists of 3 modules sequenced according to a typical workflow. Each module can also be accessed individually. Objectives During this course you will learn to: Refund taxes of an e-ticket Fully refund an e-ticket Partially refund an e-ticket This course is intended for airlines and travel agents. None Basic 1 hour, Spanish Technical Requirements Hardware Minimum 1024 x 768 screen resolution Internet connection (broadband recommended) Sound card recommended for some courses Input devices: mouse and keyboard Software Microsoft Internet Explorer 6 or later Adobe Flash Player 9 or later Windows XP, Vista or 7 Java Runtime 1.6.0_30 or above 34

35 E-LEARNING Ticketing Sales Reports (Command Page) Learn how to display and print query reports and the daily and cross reference reports and how to void, reinstate and make an automated refund from the query report. This course consists of 4 modules sequenced according to a typical workflow. Each module can also be accessed individually. Objectives During this course you will learn to: Display and print a query report Void and reinstate a sale on a query report Refund a sale from the query report Display the daily and cross reference reports This course is intended for airlines and travel agents. You need to have a reasonable knowledge of the Amadeus Central System and the travel industry. Basic 1 hour, Spanish Technical Requirements Hardware Minimum 1024 x 768 screen resolution Internet connection (broadband recommended) Sound card recommended for some courses Input devices: mouse and keyboard Software Microsoft Internet Explorer 6 or later Adobe Flash Player 9 or later Windows XP, Vista or 7 Java Runtime 1.6.0_30 or above 35

36 E-LEARNING Amadeus Ticketing Essentials for Travel Agents (Graphical) This collection of e-learning courses for travel agents describes the entire ticketing workflow, using the Amadeus graphical environment. The 4 e-learning courses making up this Amadeus Ticketing Essentials collection are: _ Based on the graphical environment of Amadeus Selling Platform _ Sequenced according to a typical workflow. Each course can also be accessed individually! The Courses _ Issuing Tickets and Other Documents Learn to issue e-tickets, itineraries receipt, MCOs and excess baggage documents. _ Automated Refunds Learn to complete a full refund, a tax-only refund or a partial refund of a ticket. _ Ticketing Follow-up Entries Learn to revalidate, void, reissue and refund an e-ticket. _ Amadeus Ticket Changer (Graphical) Learn to revalidate and reissue tickets with Amadeus Ticket Changer. This course is intended for travel agents. None Basic This collection generally takes 5 to 6 hours to complete. Technical Requirements Hardware Minimum 1024 x 768 screen resolution Internet connection (broadband recommended) Sound card recommended for some courses Input devices: mouse and keyboard Software Microsoft Internet Explorer 6 or later Adobe Flash Player 9 or later Windows XP, Vista or 7 Java Runtime 1.6.0_30 or above 36

37 E-LEARNING Issuing Tickets and Other Documents (Graphical) Discover how to work with essential Amadeus ticketing functionalities in a secure and controlled environment. This course consists of 2 modules sequenced according to a typical workflow. Each module can also be accessed individually. Objectives During this course you will learn to: Issue an e-ticket and itinerary receipt Issue a Miscellaneous Charge Order (MCO) for two different types of service This course is intended for travel agents. None Basic 1.5 hours, Spanish Technical Requirements Hardware Minimum 1024 x 768 screen resolution Internet connection (broadband recommended) Sound card recommended for some courses Input devices: mouse and keyboard Software Microsoft Internet Explorer 6 or later Adobe Flash Player 9 or later Windows XP, Vista or 7 Java Runtime 1.6.0_30 or above 37

38 E-LEARNING Ticketing Follow-Up Entries (Graphical) Discover how to perform important follow-up procedures that may be required after a ticket is issued in the graphical environment. This course consists of 4 modules sequenced according to a typical workflow. Each module can also be accessed individually. Objectives During this course you will learn to: Revalidate a ticket Void a ticket Reissue a ticket Reissue a previously reissued ticket This course is intended for travel agents. You need to have a reasonable knowledge of the Amadeus Central System and the travel industry. Basic 4 hours, Spanish. Technical Requirements Hardware Minimum 1024 x 768 screen resolution Internet connection (broadband recommended) Sound card recommended for some courses Input devices: mouse and keyboard Software Microsoft Internet Explorer 6 or later Adobe Flash Player 9 or later Windows XP, Vista or 7 Java Runtime 1.6.0_30 or above 38

39 E-LEARNING Amadeus Ticket Changer (Graphical) Amadeus Ticket Changer is an automatic revalidating and reissuing tool for voluntary ticket reissues based on the IATA industry standard. Learn how revalidate and reissue a ticket using the graphical environment in Amadeus Ticket Changer. This course consists of 3 modules sequenced according to a typical workflow. Each module can also be accessed individually. Objectives During this course you will learn to: Revalidate a ticket with Amadeus Ticket Changer Reissue a ticket with Amadeus Ticket Changer Reissue multiple-passenger tickets with Amadeus Ticket Changer You will work in a secure and controlled environment which helps build the confidence required to use Amadeus Ticket Changer on a day-to-day basis. This course is intended for travel agents, and is suitable for offices issuing Miscellaneous Charge Orders (MCOs) or Electronic Miscellaneous Documents (EMDs). None Intermediate 1 hour, Spanish Technical Requirements Hardware Minimum 1024 x 768 screen resolution Internet connection (broadband recommended) Sound card recommended for some courses Input devices: mouse and keyboard Software Microsoft Internet Explorer 6 or later Adobe Flash Player 9 or later Windows XP, Vista or 7 Java Runtime 1.6.0_30 or above 39

40 E-LEARNING Amadeus Automated Refunds (Graphical) This course gives you an opportunity to work with Automated Refunds (part of the Amadeus ticketing functionality) in a secure and controlled environment. This course consists of 2 modules sequenced according to a typical workflow. Each module can also be accessed individually. Objectives During this course you will learn to: Complete a full refund of a ticket from an ticket display Complete a tax-only refund of a ticket from a sales report This course is intended for travel agents. None Basic 1.5 to 2 hours, Spanish Technical Requirements Hardware Minimum 1024 x 768 screen resolution Internet connection (broadband recommended) Sound card recommended for some courses Input devices: mouse and keyboard Software Microsoft Internet Explorer 6 or later Adobe Flash Player 9 or later Windows XP, Vista or 7 Java Runtime 1.6.0_30 or above 40

41 CLASSROOM Amadeus Help Desk for ACOs This Amadeus Help Desk course for Amadeus Commercial Organisations (ACOs) explains how to support end users and solve daily issues for the Travel Agency markets. During this course you will learn to: _ Utilise functionality available to Help Desks for identifying and solving problems _ Assist end users with central system functionality and database problems _ Describe the Amadeus system processing and communication _ Respond accurately to specific system responses _ Identify problems and assign them to the appropriate groups _ Follow the procedures for reporting and escalating problems Topics This course covers the following topics: Incident handling and reporting OneView and Win@proach The Amadeus distribution system _Terminals Office _ IDs _Office _ profiles End user maintenance _Local _ security Amadeus Extended Ownership _Transaction _ security _Amadeus _ Air Amadeus Pricing and Shopping _Ticketing Printing _ Travel services and leisure This course is for ACOs or internal Amadeus staff. Certification There is a certification test at the end of the course. The pass mark is 85%. Participants are required to have completed the Amadeus Central System course and passed the certification test. Intermediate 8 days 41

42 CLASSROOM Amadeus Security Management Amadeus Security Management provides an integrated solution for authentication, access control and security administration across Amadeus products for travel agency markets. This course explains how to use and configure Amadeus Security Management. During this course, you will learn how to: _ Connect to and navigate within Amadeus Security Management _ Maintain the Organization Tree for your users _ Create and manage users _ Define Data within the Applications _ Select Generic Roles and Create Access Control Lists _ Assign roles and ACLs to the users (Consumers) _ Display and Allocate Preferences _ Define the Access Rights between two organisations (Partnerships) _ Remove Assigned Roles and ACLs Topics This course covers the following topics: _Organisation _ Management _User _ Management _Application _ Management _Preferences Partnerships _ This course is intended for ACO staff responsible for setting up and maintaining, end user access to Amadeus applications. Certification There is a certification test at the end of the course. The pass mark is 85%. None Basic 2.5 days 42

43 E-LEARNING Amadeus Security Management Learn how to perform user management tasks for Amadeus products with this short introductory and interactive course! This course consists of 3 short interactive videos that can be accessed individually at any time. Objectives By watching and listening to these videos, you will learn: What is Amadeus Security Management How to create user access How to remove user access This course is for security administrators in airlines, ground handling companies and travel agencies. None Basic 30 minutes Technical Requirements Hardware Minimum 1024 x 768 screen resolution Internet connection (broadband recommended) Sound card recommended for some courses Input devices: mouse and keyboard Software Microsoft Internet Explorer 6 or later Adobe Flash Player 9 or later Windows XP, Vista or 7 Java Runtime 1.6.0_30 or above 43

44 CLASSROOM Amadeus ACE and Web Config This course explains how to use Amadeus Centralised End User Maintenance (ACE) to create and maintain the Amadeus Office IDs, and deploy Amadeus products within the Web Configurator tool. During this course, you will learn how to: _ Configure agency access to the Amadeus Reservation System in secured and controlled environments _ Determine the role of the Web Configurator _ Create and modify deployments on different levels _ Utilise the search functions _ View Office & Certificate ID details _ Reissue Hardware IDs _ Request access to Amadeus Reporter to extract statistics from Web Configurator Topics This course covers the following topics: Security features that control access to the Amadeus Reservation System End User Maintenance process Introduction to ACE Office ID, office profile and configuration creation requests Managing Work Records Maintaining Certificate IDs The Vendor Identification Panel Accessing and launching the Web Config application Creating and modifying deployments at different levels Reissuing Hardware IDs This course is suitable for airline and ACO security administrators in markets using a Pro-Printer solution. Certification There is a certification test at the end of the course. The pass mark is 85%. None Intermediate 5 days 44

45 E-LEARNING Amadeus Customer Service Point (ACSP) Learn how to report incidents and work orders for Amadeus products and solutions to Amadeus Service Management Centres. This course is a sequence of videos, each video lasting one to three minutes. The 8 videos are sequenced according to the typical workflow, but can also be accessed individually. Objectives During this course you will learn: Which types of record you can open in ACSP The life cycle of an incident record in ACSP How to login to ACSP How to change your password How to set up your contact details How to activate notifications for record changes How to open incident records and work orders How to update records How to check the status of a record How to verify an close incident records and work orders This course is for airlines, ground handlers and Amadeus ACOs. None Basic Total - 15 minutes Technical Requirements Hardware Minimum 1024 x 768 screen resolution Internet connection (broadband recommended) Sound card recommended for some courses Input devices: mouse and keyboard Software Microsoft Internet Explorer 6 or later Adobe Flash Player 9 or later Windows XP, Vista or 7 Java Runtime 1.6.0_30 or above 45

46 CLASSROOM Amadeus FareXpert Dynamic Fares The FareXpert Dynamic Fares course will assist you in creating discounts based on existing published, private, negotiated or IATA fares, using an intuitive web-based graphical user interface. During this course, you will learn how to create discounts based on passenger type codes, fare type codes, international and domestic fare types. Topics This course covers the following topics: Creating discounts on PTC (Passenger Type Codes) Creating discounts on FTC (Fare Type Codes) Creating discounts on international and domestic round trip fares Published fare discounts ATPCO Private Fare discounts ATPCO Negotiated Fare discounts IATA Fare discounts Amadeus Negotiated Fare discounts This course is for airline staff, travel agents and Amadeus ACOs. Participants are required to have completed the FareXpert Negotiated Fares course and passed the certification test. Advanced 2 days 46

47 CLASSROOM Amadeus FareXpert Negotiated Fares This Amadeus FareXpert Negotiated Fares course explains how to define net and selling fares through an intuitive web-based graphical user interface and assign these fares to agents for display, pricing and ticketing. During this course you will learn how to create and modify single negotiated fares and global negotiated fares. Topics This course covers the following topics: Creating and modifying rule definitions with net selling / net fare only options Creating and updating vendor aggregates Selecting a rule and setting the distribution & ticketing options Choosing a rule and creating rule conditions Selecting a rule and setting its booking code exceptions Setting up routings Selecting a rule, routing and creating the fares Setting up and maintaining location aggregates Creating fares using global update Modifying the fares utilizing global update Discontinuing fares through global update Overview - mark up a net fare only fare This course is for airlines having signed schedule 4 of the Global Distribution Agreement/Optional Services Agreement (GDA/OSA). This course is opened to ACOs as well. Certification There is a certification test at the end of the course. The pass mark is 85%. Participants are required to have a basic knowledge of fares and fare filing and Amadeus PNR creation. Intermediate 5 days 47

48 CLASSROOM Amadeus Air Preferences The Amadeus Air Preferences (AAP) course explains how travel agencies can customise their Amadeus Availability Schedule displays by using sets of rules to generate a biased display. During this course you will learn how to create AAP rules to define carriers, alliances, flights and types of segments to be displayed, based on their commercial agreements with the airlines. Topics This course covers the following topics: _AAP _ overview Creating and modifying point of sale definitions Creating and modifying market definitions Creating and modifying AAP rules Interpreting AAP rules history Requesting access to and installing AAP This course is suitable for travel agency administrators and ACOs. Participants are required to have a good knowledge of the following: Amadeus Central System Air Availability displays and Air Reservations World Geography TC areas Airline Alliances SkyTeam, OneWorld and Star Alliance Intermediate 2.5 days 48