© 2008 Amadeus IT Group SA Customer Solutions 1 Amadeus Ticket Changer Date 26 May 2009, AYT Tatyana Luchshikova Business Solution Manager. - презентация

1 © 2008 Amadeus IT Group SA Customer Solutions 1 Amadeus Ticket Changer Date 26 May 2009, AYT Tatyana Luchshikova Business Solution Manager

2 © 2008 Amadeus IT Group SA 2 Amadeus Ticket Changer in a nutshell With Amadeus Ticket Changer you can service your customers change requests anywhere in the world – in a matter of seconds – giving them the right fare and the right penalty charge at any point of sale Airline debit memos, 30 minute calls to your call centre, lengthy and expensive staff training… these are just some of the factors involved in manual ticket reissuing Sweep them all away with Amadeus Ticket Changer, an entirely automated end-to-end solution that will help you significantly reducing costs

3 © 2008 Amadeus IT Group SA 3 New generation solution launched in 2006, already used by major airlines and travel agencies in the US and FR markets Completely automates the painful ticket change process using ATPCO CAT 31 rules/SITA cat 31 rules Calculates immediately for a specific ticket change the price difference in the currency that is needed and in all your channels, offline like online Offering unique integration benefits with Amadeus ticketing solution Amadeus Ticket Changer in a nutshell

4 © 2008 Amadeus IT Group SA 4 A Complete Solution… Can be handled: All tickets Both Paper and E-tickets Domestic and/or International Multi-carrier, partner Interline tickets Issued by any Point of Sales Unused or partially used tickets All fares Public fares Most Private fares Amadeus Nego fares All changes Itinerary Date, Flight and Booking Class changes Including multi passengers PNRs In any currencies All channels Travel agents, call centres Websites

5 © 2008 Amadeus IT Group SA 5 In 4 simple steps… Retrieval of existing booking Rebooking New itinerary, class, flight, date… Pricing (calculation) Price difference, penalty, tax Document Preparation & Issuance

6 © 2008 Amadeus IT Group SA 6 Detailed process 4 new cryptic entries for the reservation agent Informative re-pricing: How much would it cost to change the itinerary? Confirmed re-pricing: FXF + Update PNR with information to prepare the ticket re-issue (TST, MCOs, FO line) Best Pricer informative re-pricing How much would it cost to change the itinerary by selecting lowest applicable booking codes Best Pricer confirmed re-pricing FXE + Update PNR with information to prepare the ticket re-issue (TST, MCOs, FO line) FXF FXQ FXE FXO

7 © 2008 Amadeus IT Group SA 7 3 user interfaces available 1-Terminal Emulator : Cryptic display 01 SCENARIO/ONEDOM LAST TKT DTE 15MAR DATE OF ORIGIN PRICED WITH VALIDATING CARRIER DL - REPRICE IF DIFFERENT VC AL FLGT BK DATE TIME FARE BASIS NVB NVA BG ATL EWR DL 0656 Y 15MAR Y0BV 14MAR PC ATL DL 0255 Y 22MAR Y0BV 14MAR PC ORIGIN TRVL CURRENCY REISSUE CURRENCY OLD BASE FARE USD NEW BASE FARE USD FARE BALANCE USD PAYMENT CURRENCY OLD TAX USD NEW TAX USD TAX BALANCE USD TICKET DIFFERENCE USD PENALTY USD GRAND TOTAL USD TOTAL ADD COLL USD RESIDUAL VALUE USD 0.00

8 © 2008 Amadeus IT Group SA 8 3 user interfaces available 2- Amadeus Selling Platform: Graphic user Interface + command page

9 © 2008 Amadeus IT Group SA 9 3 user interfaces available 3-Websites (Finnair.com, Airfrance.fr…)

10 © 2008 Amadeus IT Group SA 10 Accurate & reliable Eliminates manual procedures Automated fare quotation of the new itinerary including the penalty fee if any For both ticket re-issues & revalidations Reissue as booked or Best Pricer All currencies, all points of sale Access by travel agents, call centres, websites Based on ATPCO/SITA cat 31 fare rules Best-in-Class pricing accuracy with unique Amadeus Fares & Pricing Engine Public & Private fares Domestic, international itineraries, multi-carriers e-tickets from any GDS Paper tickets from Amadeus All channels Wide Range of Tickets & Itineraries Maximum automation 4 points to remember

11 © 2008 Amadeus IT Group SA 11 A proven & significant business impact Protect your revenue Outpace competition Avoid Airlines debit memos Allow collection of rebooking fees Reduce the workload on call centers Save money by reducing the number of calls Save agent productivity Multi channel integration Available to any point of sale worldwide In traditional offices, call centers or web sites Using 1A Selling platform Using cryptic access Using API v2 or Web Services Speed and transparency of service Empower customers Increase customer satisfaction Reduce operational costs Business Impact Objectives

12 © 2008 Amadeus IT Group SA 12 Our customers talk about ATC All staff find Amadeus Ticket Changer fantastic. Once they have tried it they definitely dont want go back to the manual process Air France - CTO Amadeus Ticket Changer enables us to streamline our business process to deliver a quicker and more responsive service to our customer, whatever channel he uses: our website or our sales agent Tom Kalström, VP e-Business, Finnair To me the greatest advantage of using this tool is the fact that it determines the appropriate penalty. With the airlines having so many different penalties and rules these days - this tool is a HUGE time saver. It eliminates having to read fare rules (some times past date) or even worse calling the airline! Central Travel (US ) It is the best thing since sliced bread!! UniGlobe (US)

13 © 2008 Amadeus IT Group SA 13 Our customers talk about ATC Эйр Астана" первая среди авиакомпаний СНГ внедрила решение автоматического перевыпуска в Amadeus Automated Ticket Changer Алматы, Казахстан, 14 июля 2008: Крупнейший авиаперевозчик Центральной Азии "Эйр Астана полностью переходит на обслуживание пассажиров с помощью решения автоматического Перевыпуска авиабилетов, предоставленного компанией Amadeus - мирового лидера по технологиям для индустрии туризма и путешествий. "Эйр Астана" выбрала систему автоматического расчета изменений билетов Amadeus Automatic Ticket Changer (ATC) после тщательной оценки ее возможностей и преимуществ. Благодаря нововведению клиенты авиакомпании "Эйр Астана" смогут значительно сэкономить свое время в случае замены билета, а агенты по продажам авиабилетов смогут избежать ошибок даже в ситуациях, ранее требующих у сотрудника более пристального внимания. Amadeus полностью автоматизирует сложный процесс изменений билета и помогает сэкономить до 80% времени. Ашендра Лианаге, Вице-президент по продажам и маркетингу авиакомпании "Эйр Астана": "ATC дает нам возможность обеспечить наших уважаемых клиентов оперативным и эффективным обслуживанием по самым высоким стандартам. Вместо сложного и занимающего определенное время процесса замены билета, мы предложим нашим клиентам более разнообразные и гибкие возможности планирования путешествий".

14 © 2008 Amadeus IT Group SA 14 Ticket Changer – Airline Implementations New biz Roadmap Q2 09Later In Production Airlines ATO/CTO Airline Web site New biz Flagship products Other projects Q3 09

15 © 2008 Amadeus IT Group SA 15 A leading and fast growing content … Closed to 100% content in the US market 40 airlines available to travel agencies so far including Coming soon + Canadian North (5T), First Air (7F), Caribean Airlines (BW), Frontier Airlines (F9), Bearskin Airlines (JV), Bahamas Air (UP)

16 © 2008 Amadeus IT Group SA 16 Ticket Changer – Market Deployment New biz Flagship products Roadmap Current1S092S09 AustraliaUK Spain Benelux World coverage by the end of 2009 France Scand.Finland Ireland Mexico Canada US IsraelEgypt Kazakhstan

17 © 2008 Amadeus IT Group SA 17 KL 4Q09 3Q09 ATC Solutions in Kazakhstan Amadeus Ticket Changer Pending commitment Pending Mgt decision Legend Already delivered Committed but content subject to changes Markets needs KC To start the test Airlines TAs Pilot Travel Agents to be agreed vMCO validation by all Airlines on the market 1Q09 2Q09 Implementation and deployment 1Q10 Marketing cooperation and support the travel agents OS Both Collaboration EMD

18 © 2008 Amadeus IT Group SA Customer Solutions 18 Automated Ticket Refund

19 © 2008 Amadeus IT Group SA 19 Automated Ticket Refund Overview Positioning Optional ATC feature to calculate refund value Dependency on cat33 filing by airlines Project kicked-off 30 May 08 Implementation wished dateQ1 2010

20 © 2008 Amadeus IT Group SA 20 Automated Ticket Refund Product Scope In Scope Ability to refund 1 or several tickets unused or partially used Ability to refund e-tickets and paper tickets Using Category 33 or Category 16 Provide automated calculation for partially used portion in case no category 33 is available Available on all channels Airline and travel agencies API, Sell, e-retail, standalone

21 © 2008 Amadeus IT Group SA 21 Changing Tickets becomes childs play! Questions?

22 © 2008 Amadeus IT Group SA 22 Amadeus Ticket Changer Frequently asked questions

23 © 2008 Amadeus IT Group SA 23 Frequently Asked Questions The Amadeus Ticket Changer (ATC) solution is available via API v.2, is it also available via Web Services for online booking engine? Yes, ATC is also available via Web Services for the integration of online ticket change solutions in airline and travel agency websites Can we use ATC to change multi-passenger PNRs? Yes, definitely, the multi-passenger functionality has been implemented end 2007 and allows the agent to perform ticket changes for all passengers with only one request With ATC, can we reissue tickets that were issued in another GDS? Yes, if they are e-tickets. However, it is not possible to re-issue paper tickets that were originally issued in another GDS What are your plans regarding reissue of negotiated fares with ATC? ATC can already allow reissues for private fares filed with ATPCO category 15, 25 and 35 (IT/BT). The repricing of ATPCO category 35 fares for which net is different from selling amount should not be available before end 2009 Is it possible to reissue several times the same ticket with ATC? From may 2008, multiple reissue of ticket will be possible with ATC and will allow any number of automated reissue before departure and then once more after departure.

24 © 2008 Amadeus IT Group SA 24 Frequently Asked Questions Why collecting penalty via MCO? This is the IATA recommended practice. Virtual MCO and soon EMD documents can also be used instead of paper MCO to facilitate the exchange process with the customer while remaining compliant with IATA standards When EMD will be available in 2009, will it be automatically used for ATC? Yes and we will ensure a seamless migration from paper/virtual documents towards electronic documents Is it possible to collect fees with ATC? The Amadeus Service Fee Manager can already be used in conjunction with ATC in the PNR environment after the ATC confirmed transaction. It allows the agent to trigger fee rules for ticket issuance or to apply manual flat fees. Regarding the airlines, the Airline Ticketing Fee (A.K.A OB fee) inclusion in ATC process is planned after 2009 What are the initiatives taken by 1A to further simplify the reissue flow when the agent has to add-collect and refund money in the same reissue transaction 1A is very active in IATA working groups and has proposed to the industry a full methodology called Netting to consolidate all the different amounts involved in a reissue transaction with the objectives to reduce the issuance of ticketing documents while increasing the traceability of data all the way through, from pricing to revenue accounting which is available today for airlines. A netting solution for travel agencies is to be studied

25 © 2008 Amadeus IT Group SA 25 Frequently Asked Questions Does ATC handle no show situations? Yes it does. This is controlled by a specific coding in the category 31 filed by the airlines For multi-pax PNRs, is it possible to issue all new tickets and all related MCOs in one single request? Yes, this is possible for airlines using both ATC and the Amadeus e-ticket server For other airlines and for travel agencies, the new tickets and related MCOs will have to be issued pax per pax Is it possible to utilize ATC to reissue tickets originally priced with fares of airlines that have not yet filed their reissue policy in the category 31? No, the pre-requisite for using ATC is that all fares priced in the ticket to be changed have a category 31 attached. However, the list of airlines filing category 31 grows every month and will continue so to reach full coverage rapidly Is it possible to use ATC to reissue tickets for interline tickets? Yes, provided that the fares on the original ticket have a category 31 attached

26 © 2008 Amadeus IT Group SA 26 Frequently Asked Questions What about the competition? The Sabre tool for travel agencies is not based on the ATPCO category 31 (the industry standard )and therefore the penalty fee calculation has be assessed manually by the agent. This type of product cannot be compared to a fully automated product like Amadeus Ticket Changer TheTravelport tool is mainly focused on the US domestic market and is therefore limited when it comes to international reissues involving other currencies than the USD

27 © 2008 Amadeus IT Group SA 27