h3025 Tiketan Dan Tempahan
-
Upload
nurlindapolijb -
Category
Documents
-
view
2.132 -
download
4
Transcript of h3025 Tiketan Dan Tempahan
H3025 TIKETAN DAN TEMPAHAN
(Ticketing and Reservation)
TOPIK A: INTRODUCTION
RESERVATION
Written or oral communication to hold a room, seat or place
for a customer as requested by the customer.
A promise of service
TTICKETINGICKETING
ISSUANCE PROCESS OF LEGAL DOCUMENT ISSUANCE PROCESS OF LEGAL DOCUMENT
BY TRANSPORTATION COMPANY OR AGENT BY TRANSPORTATION COMPANY OR AGENT
TO ENABLE CUSTOMER TRAVEL TO ENABLE CUSTOMER TRAVEL
ACCORDINGLY TO SPECIFIC TERMS & ACCORDINGLY TO SPECIFIC TERMS & CONDITIONSCONDITIONS
TTICKETINGICKETING
ISSUANCE PROCESS OF LEGAL DOCUMENT ISSUANCE PROCESS OF LEGAL DOCUMENT
BY TRANSPORTATION COMPANY OR AGENT BY TRANSPORTATION COMPANY OR AGENT
TO ENABLE CUSTOMER TRAVEL TO ENABLE CUSTOMER TRAVEL
ACCORDINGLY TO SPECIFIC TERMS & ACCORDINGLY TO SPECIFIC TERMS & CONDITIONSCONDITIONS
1. Reservation Coordinator
- handle bookings from travel agencies and public
- must be able to advise on suitable holidays
- must posses detailed knowledge on products2. Operation Administrator
- process the reservations made by clients and travel agencies
- issue tickets
- handle all related document – tickets, invoice, insurance policies etc
- contact airlines, hoteliers, ground handlers etc to utilise the reservation made
3. Client Service Operator
- deal with enquiries after reservation has been made
- Deal with problem customer
4. Retail Operator
- handle direct bookings and specialised business
- deal with MICE organisers
TASK AND DUTY OF RESERVATION AND TICKETING STAFF
A. Personal HygieneB. Good HousekeepingC. Operate and Use CRS TerminalD Operate and Use Message PrinterE Operate and Use Ticket PrinterF. Determine Point to Point and Domestic Air FaresG. Determine Car Rental, Rail, Motor Coach, Sea
Transportation, Accomodation and Insurance Rate
H. Determine Airline Special Fares Valid on a Specific Carrier
I. Determine Tour Package RateJ. Make Airline ReservationsK. Make Car Rental ReservationsL. Make Accommodation ReservationsM. Issue Airline Tickets
TASK AND DUTY OF RESERVATION AND TICKETING STAFF
A. Personal Hygiene
1. Wear clothes according to company’s requirement
2. Appear presentable and neat hair-cut, clean shaven, no slippers, jeans, sandals and sport shoes
3. Use appropriate deodorant/cologne4. Do not eat, drink or smoke at the counter
TASK AND DUTY OF RESERVATION AND TICKETING STAFF
B. Good Housekeeping
1. Keep a proper inventory of tools and equipment2. Clean your desk/drawer3. Arrange work station in proper order4. Arrange brochures and other displays in proper
order5. Main cleanliness/sanitation at the office6. Ensure counter and floor area are clean and
tidy
TASK AND DUTY OF RESERVATION AND TICKETING STAFF
C. Operate and Use CRS Terminal
1. Identify the components and its functions2. Switch on power supply3. Switch on the computer4. Ensure power on indicator of the computer is on5. Ensure MODEM lights are on and flickering6. Ensure staff of message indicator appears7. Key in sign in code8. Proceed with the process of reservation9. Key in sign out code when tasks completed for the
day10. Switch off the computer at the end of the day11. Identify and report faults
D. Operate and Use Message Printer
1. Identify the components and its functions2. Switch on the power supply3. Load and adjust the paper4. Ensure message is printed5. Report fault and malfunction6. Switch off the power supply at the end of day7. Maintain the equipment is in good order
TASK AND DUTY OF RESERVATION AND TICKETING STAFF
E. Operate and Use Ticket Printer
1. Identify the components and its function2. Switch on the power supply3. Load and adjust the ticket4. Ensure the ticket is printed5. Switch off the power supply at the end of the
day6. Report faults and malfunction7. Maintain the equipment in working order
TASK AND DUTY OF RESERVATION AND TICKETING STAFF
F. Determine Point to Point and Domestic Air Fares
1. Identify the itinerary2. Identify the publication / method to obtain air fares3. Identify the types and range of fares to be used4. Select the fares to be used from the option
available taking into account the fares condition5. Secure customer approval
TASK AND DUTY OF RESERVATION AND TICKETING STAFF
G. Determine Car Rental, Rail, Motor Coach, Sea Transportation, Accommodation and Insurance Rates
1. Establish the location for car rental, destination, motor coach etc…
2. Establish the port for sea transportation3. Obtain rates from relevant operators according to the
booking made4. Determine the applicable rates according to the
customers needs / requirements5. Apply discounts (when applicable) with the approval of
a superior officer6. Include insurance requirement 7. Advise deposit requirement
TASK AND DUTY OF RESERVATION AND TICKETING STAFF
H.Determine Airline Special Fares Valid on a Specific Carrier
1. Determine the various types of special fares available
2. Establish the fare conditions3. Determine the mode of payment
TASK AND DUTY OF RESERVATION AND TICKETING STAFF
I. Determine Tour Package Rate
1. Obtain the applicable packages - airlines, agents, operators2. Calculate the rates according to- destinations, duration,
number of pax, type of accommodation, tour arrangement, special requirements, special type of class, season (peak/off peak)
3.Determine deposit conditions and dateline, cancellation fees and refunds.
4. Identify the mode of payment5. Reconfirmation of the arrangements6. Check validity and travel documents
TASK AND DUTY OF RESERVATION AND TICKETING STAFF
J. Make Airline Reservations
1. Obtain pax name as appears on the passport2. Obtain contact address and phone number (home or office)3. Obtain itinerary detail of ;
- origin / destination- date / time of travel- flight / class- number of seats- any special request- other services information
4. Create PNR5. Give flight status / confirmation
TASK AND DUTY OF RESERVATION AND TICKETING STAFF
K. Make Car Rental Reservations
1. Identify type of car and vendors2. Identify pick up point and drop off point3. Identify the rate and the formof payment4. Explain insurance, age and driving license and
other requirements5. Obtain customers particulars and special
request
TASK AND DUTY OF RESERVATION AND TICKETING STAFF
L. Make Accommodation Reservations
1. Obtain customers particulars and special requests2. Obtain location3. Inquire class of hotel or hotel name, type of room,
check-in and check-out dates4. Qoute the hotel rates and explain services offered5. Identify form of payment6. Identify flight information, if any.
TASK AND DUTY OF RESERVATION AND TICKETING STAFF
M. Issue Airline Tickets
1. Identify the method of issue: by writing or printing2. Select the numbered ticket according to ticket
numbering system3. Check the customers request of PNR4. Confirm reservations with airline / check tickets status5. Complete the necessary boxes of the ticket in
accordance to IATA regulations or airlines requirement6. Validate the ticket with an authorised validator or sign7. Extract all relevant coupons (audit, agent, void)8. File agent copy
TASK AND DUTY OF RESERVATION AND TICKETING STAFF
RELATIONSHIP BETWEEN AIRLINES, TRAVEL AGENTS AND CUSTOMER
(Airlines)
(Travel Agent)
(Customer)
To identify availability of airline seat
To identify customer needs – class, date, departure time and destination
To reserve airline seat
Issuance ticket
Through Computer
Reservation System **
-Galileo
-Abacus
-Kommas
-Amadues
-Sabre
**Global Distribution System
Receive ticket
Reservations Process/ProcedureGuest Enquiry
Check the vacant/availability (service fare/rate)
Confirm rate and collecting the customer detail
Application for guaranteed payment
Print and issuing the reservation confirmation number
Modify/AmendmentReconfirmation Cancelleation
Check- inCheck-in/ Arrival Registration
ModificationsModificationsChanges upon the reservation made earlier.
Changes can be in terms of :
* number of passengers
* dates
* number of days
* types of activities
* types of room
CancellationOccurs in 4 conditions :
* cancelled by manufactured of supplier
* cancelled by wholeseller or tour operator
* cancelled by customer
* cancelled by natural disaster
COMPUTER RESERVATION SYSTEM (CRS)
Term used in the travel industry for the main computer database of an
airline company that contains travel-related information such as fares, flight schedules, seat numbers and
special meals, and allows travel agents to make reservations, print
tickets and other documents for their agents
OVERVIEW
COMPUTER RESERVATION SYSTEM (CRS)
• First developed in the 1960’s and 1970’s
• Seen as devices for saving time and labour in handling
large and growing amounts of flight reservations data
• Airlines are first to invest in CRS
• Later in the 1970’s CRS made their systems available
“ To manage a business well is to manage its future and to manage its future is to manage its information”
KOTLER 1989
SEJARAH PERKEMBANGAN SISTEM TEMPAHAN BERKOMPUTER
KAWASAN IATA 1Tahun Perkembangan Sistem Tempahan
1939 ENIAC (Electronic Numbering Integrator, Analyzer and Calculation)
Dicipta oleh pihak tentera untuk merekod nama tentera untuk menaiki pesawat untuk berkhidmat di merata tempat yang telah ditetapkan
Alat komputer yang digunakan amat besar dan diisi dalam beberapa buah bilik
1950an Penempahan dan proses tiketan dilakukan oleh syarikat penerbangan sendiri
Industri pengangkutan udara secara komersil pesat membangun
Tempahan dan tiketan dilakukan melalui telefon atau pelanggan datang sendiri ke pejabat
1960an Maklumat penerbangan dan kadar diisi dalam mikrofilem
Maklumat diisi dalam tiket menggunakan mesin taip
SEJARAH PERKEMBANGAN SISTEM
TEMPAHAN BERKOMPUTER
Tahun Perkembangan Sistem Tempahan
1970an Perkembangan sistem tempahan berkomputer yang meluas dikawasan IATA 1 telah menarik perhatian syarikat-syarikat penerbangan di kawasan IATA 2
1980an Beberapa syarikat penerbangan telah bergabung untuk mewujudkan sistem tempahan secara on-line
AMADEUS adalah antara sistem terawal yang wujud di Eropah
Sistem ini dihasilkan oleh beberapa syarikat penerbangan seperti Lufthansa, Air France, Iberia dan SAS (Scandinavian Airlines System)
Pada awalnya AMADEUS berpusat di Munich dan segala pemprosesan dilakukan disini
British Airways, KLM, Swiss Air dan COVIA (United Airlines Automation Vendor), berjaya menghasilkan satu lagi sistem yang
dinamakan GALILEO
1990an GALILEO berpusat di US dan meluas ke Asia Pasifik
KAWASAN IATA 2
SEJARAH PERKEMBANGAN SISTEM TEMPAHAN BERKOMPUTER
KAWASAN IATA 3
Tahun Perkembangan Sistem Tempahan
1980an Penggunaan sistem tempahan berkomputer di kawasan IATA 3 bermula lebih lewat dari kawasan IATA 1 dan 2
Penggunaan sistem tempahan berkomputer yang meluas di kawasan IATA 1 dan 2 telah menarik perhatian syarikat-syarikat penerbangan dikawasan IATA 3 untuk berusaha mewujudkan sistem sendiri
Pertengahan 1980an, 4 syarikat penerbangan yang termaju di Asia iaitu Singapore Airlines, Cathay Pacific Airways, Chinese Airlines dan Royal Brunei telah menghasilkan sistem ABACUS
ABACUS adalah suatu sistem yang berasaskan teknologi daripada sistem PARS
Penghujung 1980an FANTASIA dihasilkan oleh dua buah syarikat iaitu Nippon Airways dan QANTAS
1990an Kebanyakan syarikat penerbangan di kawasan IATA 3 telah menggunakan sistem tempahan berpusat iaitu ABACUS
Disamping itu, masih terdapat sistem sendiri yang masih digunakan iaitu seperti KOMMAS untuk Malaysia Airlines, Japan Airlines dengan sistem JALCOM, Nippon Airways dengan AXXES
COMPUTER RESERVATION SYSTEM (CRS)
1. KOMMAS
- System used by Malaysia Airlines
- To make flight reservations for Malaysia Airlines only
- Connected to ABACUS
- Widely used by travel agencies around Malaysia
2. ABACUS
- Widely used in Asia Pacific region
- Connected to almost all major systems world wide
- Has more thant 10,000 terminals connected to travel agencis and airlines agent world wide
- Malaysia is one of the major user of ABACUS
COMPUTER RESERVATION SYSTEM (CRS)
3. SABRE
- Among the most popular system
- In the United States the largest share is taken by Sabre
- This make the system has the largest number of terminal in the US
- It favours the Airlines in US and also connected to train reservations4. AMADEUS
- Invented by France Airlines
- Widely used in Eroupe
- This is the most user friendly system
COMPUTER RESERVATION SYSTEM (CRS)
5. GALILEO INTERNATIONAL
- Galileo International ditubuhkan pada 1987
- Ibu pejabat di Colorado, USA
- Berfungsi melengkapkan teras perkhidmatan tempahan untuk semua NDC
(National Distribution Company)
- Bertanggungjawab mengawal operasi komputer, pangkalan data dan
kemudahan telekomunikasi rangkaian setiap negara diseluruh dunia
- Banyak produk ditawarkan oleh Galileo, antaranya kereta sewa, tiket
penerbangan dan cruise
-Bagi pakej pelancongan terdapat syarikat lain yang bekerjasama dengan
GALILEO untuk mewujudkan satu sistem viewdata yang disambung dengan
GALILEO
COMPUTER RESERVATION SYSTEM (CRS)
-Terdapat 2 kaedah untuk membuat tempahan iaitu:
a) FOCALPOINT
Sistem yang menggunakan beberapa windows dan banyak arahan yang
perlu diingat semasa tempahan dibuat
b) VIEWPOINT
Sistem yang lebih mudah, ianya menggunakan tetikus dan menu dalam
windows.
Carta Aliran maklumat
SUPPLIERSyarikat Penerbangan, Kereta Sewa, Hotel
Cruise, Feri, Keretapi ETC.
SERVER( ABACUS,GALILEO,AMADEUS,SABRE
ETC…..)
AGENSI PELANCONGAN
TerminalSupplier
TerminalInterchange
Konsep CRS
Mengikut carta aliran maklumat , terdapat 5 elemen yang melengkapkan
sesuatu sistem CRS.
5 elemen tersebut ialah : Server, Supplier Terminal, Supplier Set, Agen
Set dan Terminal Interchange.
Server
• Juga dikenali sebagai Central Processor• Merupakan satu set komputer yang
menguruskan perkongsian satu rangkaian pengguna setempat atau secara khusus
• Peranan lain ialah menguruskan giliran aliran maklumat dan arahan mencetak
• Memerlukan ingatan (memory )yang berkapasiti tinggi untuk menyimpan pelbagai maklumat untuk setiap produk yang ditawarkan
• Contoh server yang wujud ialah SABRE, ABACUS, GALILEO dan sebagainya.
SUPPLIER TERMINAL
• Merupakan satu litar yang menyambung server dan supplier
• Fungsi litar ini adalah sama dengan terminal interchange di mana ia adalah litar penukaran maklumat di antara supplier dan server.
SUPPLIER• Adalah pengeluar kepada setiap produk
pelancongan• Antara supplier yang berkaitan adalah syarikat
penerbangan, kereta sewa, hotel, syarikat feri, cruise dan sebagainya
• Supplier mestilah menyediakan segala maklumat yang perlu yang selaras dengan sistem tempahan berkomputer yang dilanggan
Agent Set• Adalah satu set komputer yang lengkap yang
mengandungi CPU dan papan kekunci• Sekiranya agen mempunyai stok tiket, agen mesti
mempunyai printer sekurang-kurangnya sebanyak 2 buah untuk kegunaan domestik dan antarabangsa
• Seandainya agen mempunyai beberapa orang pekerja, agen mesti mempunyai sistem jaringan dalaman yang dihubungkan dengan satu talian yang disambung dengan terminal interchange.
Terminal Interchange (Talian)• Satu alat perhubungan yang berperanan sebagai
penghubung untuk sesuatu komunikasi• Talian atau litar ini adalah merupakan tempat
penukaran maklumat yang silih berganti atau dikenali juga sebagai “switch board”
• Contoh perhubungan ialah; agen akan menghantar maklumat kepada server melalui ini, dan server akan menghantar maklumat balas melalui terminal yang sama
• Kerosakan atau gangguan terminal menyebabkan sistem di sesuatu agen tidak berfungsi
• Contoh terminal interchange yang terdapat di Malaysia ialah Jaring dan Tmnet.
Manual Reservation System
•Index Cards - arranged according types of product, types of destination, types of holidays or packages - every reservations staff must know how to use the index card
- different company uses different format* Wall Charts - reserved products are listed on weekly basis
- columns are divided according to types of products; e.g room, seat, activities
- if a client make a reservation for a package; there will be marks on every column* Log Book - normally used by small hotels and travel agents
- log book will be divided into columns according to room number or product number - the last column normally a column for remarks to cite action to be taken
3 methods uses in recording reservation details
1. Atlas
2. Official Airlines Guide (OAG)
3. Air Tariff
4. Passenger Tariff
5. MAP
1. OAG (Official Airline Guide)
• A printed resource that lists flight schedule and related travel information
• Two editions :
I. The North Americans Edition
- includes over 250,000 flight schedule throughout US,
Canada, Mexico and Caribbean
ii. The Worldwide Edition
- contains more than 480,000 flight schedule to
destination around the world
Content:
a) Flight schedules
b) Connecting times
c) Aircraft seating plans
d) Flight routings
e) Airline information
f) Local time
g) Country information
h) Airport information
2. Air Tariff
A book containing published information about air fares
Content:
a) World wide fares
b) World wide rules
c) Ticketed Point Mileage (TPM)
d) Maximum Permitted Mileage (MPM)
3. Passenger Tariff
A book containing published current information about fares rules, agreement between countries and credit card acceptance