Bab 1 Tempahan Dan Tiketan

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

TICKETING ISSUANCE PROCESS OF LEGAL DOCUMENT BY TRANSPORTATION COMPANY OR AGENT TO ENABLE CUSTOMER TRAVEL ACCORDINGLY TO SPECIFIC TERMS & CONDITIONS

RESERVATION DEPARMENT STAFF 1. Reservation Coordinator - handle bookings from travel agencies and public - must be able to advise on suitable holidays - must posses detailed knowledge on products 2. 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

RESERVATION DEPARMENT STAFF 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 Hygiene B. Good Housekeeping C. Operate and Use CRS Terminal D Operate and Use Message Printer E Operate and Use Ticket Printer F. Determine Point to Point and Domestic Air Fares G. 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 Rate J. Make Airline Reservations K. Make Car Rental Reservations L. Make Accommodation Reservations M. Issue Airline Tickets

TASK AND DUTY OF RESERVATION AND TICKETING STAFF A. Personal Hygiene 1. 2.

3. 4.

Wear clothes according to company’s requirement Appear presentable and neat hair-cut, clean shaven, no slippers, jeans, sandals and sport shoes Use appropriate deodorant/cologne Do not eat, drink or smoke at the counter

TASK AND DUTY OF RESERVATION AND TICKETING STAFF B. Good Housekeeping 1. 2. 3. 4. 5. 6.

Keep a proper inventory of tools and equipment Clean your desk/drawer Arrange work station in proper order Arrange brochures and other displays in proper order Main cleanliness/sanitation at the office Ensure counter and floor area are clean and tidy

TASK AND DUTY OF RESERVATION AND TICKETING STAFF C. Operate and Use CRS Terminal 1. 2. 3. 4. 5. 6. 7. 8. 9. 10. 11.

Identify the components and its functions Switch on power supply Switch on the computer Ensure power on indicator of the computer is on Ensure MODEM lights are on and flickering Ensure staff of message indicator appears Key in sign in code Proceed with the process of reservation Key in sign out code when tasks completed for the day Switch off the computer at the end of the day Identify and report faults

TASK AND DUTY OF RESERVATION AND TICKETING STAFF D. Operate and Use Message Printer 1. 2. 3. 4. 5. 6. 7.

Identify the components and its functions Switch on the power supply Load and adjust the paper Ensure message is printed Report fault and malfunction Switch off the power supply at the end of day Maintain the equipment is in good order

TASK AND DUTY OF RESERVATION AND TICKETING STAFF E. Operate and Use Ticket Printer 1. 2. 3. 4. 5.

Identify the components and its function Switch on the power supply Load and adjust the ticket Ensure the ticket is printed Switch off the power supply at the end of the day 6. Report faults and malfunction 7. Maintain the equipment in working order

TASK AND DUTY OF RESERVATION AND TICKETING STAFF F. Determine Point to Point and Domestic Air Fares 1. 2. 3. 4.

Identify the itinerary Identify the publication / method to obtain air fares Identify the types and range of fares to be used Select the fares to be used from the option available taking into account the fares condition 5. 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 transportation 3. Obtain rates from relevant operators according to the booking made 4. Determine the applicable rates according to the customers needs / requirements 5. Apply discounts (when applicable) with the approval of a superior officer 6. 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 conditions 3. 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, operators 2. 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 payment 5. Reconfirmation of the arrangements 6. 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 passport 2. 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 PNR 5. Give flight status / confirmation

TASK AND DUTY OF RESERVATION AND TICKETING STAFF K. Make Car Rental Reservations 1. 2. 3. 4.

Identify type of car and vendors Identify pick up point and drop off point Identify the rate and the formof payment Explain insurance, age and driving license and other requirements 5. Obtain customers particulars and special request

TASK AND DUTY OF RESERVATION AND TICKETING STAFF L. Make Accommodation Reservations 1. Obtain customers particulars and special requests 2. Obtain location 3. Inquire class of hotel or hotel name, type of room, check-in and check-out dates 4. Qoute the hotel rates and explain services offered 5. Identify form of payment 6. Identify flight information, if any.

TASK AND DUTY OF RESERVATION AND TICKETING STAFF M. Issue Airline Tickets 1. 2. 3. 4. 5. 6. 7. 8.

Identify the method of issue: by writing or printing Select the numbered ticket according to ticket numbering system Check the customers request of PNR Confirm reservations with airline / check tickets status Complete the necessary boxes of the ticket in accordance to IATA regulations or airlines requirement Validate the ticket with an authorised validator or sign Extract all relevant coupons (audit, agent, void) File agent copy

RELATIONSHIP BETWEEN AIRLINES, TRAVEL AGENTS AND CUSTOMER (Airlines) Through Computer Reservation System ** -Galileo

To identify availability of airline seat To identify customer needs – class, date, departure time and destination

(Travel Agent)

To reserve airline seat Issuance ticket

-Abacus -Kommas -Amadues -Sabre

(Customer) **Global Distribution System

Receive ticket

Reservations Process/Procedure Guest 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 Reconfirmation Modify/Amendment Cancelleation Check-in/ Arrival Registration Check- in

Modifications Changes upon the reservation made earlier. Changes can be in terms of : * number of passengers * dates * number of days * types of activities * types of room

Cancellation Occurs 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) OVERVIEW Term used in the travel industry for the main computer database of an airline company that contains travelrelated 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

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 1 Tahun 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 KAWASAN IATA 2 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

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 reservations

4. 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

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 SUPPLIER Syarikat Penerbangan, Kereta Sewa, Hotel Cruise, Feri, Keretapi ETC.

Terminal Supplier SERVER ( ABACUS,GALILEO,AMADEUS,SABRE ETC…..)

Terminal Interchange AGENSI PELANCONGAN

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 3 methods uses in recording reservation details •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

Peralatan Untuk Tiketing 1. Peta Atlas 2. Official Airlines Guide (OAG)/j Jadual Penerbangan 3. Tarif Penerbangan 4. Tarif Penumpang 5. Peta

TOOLS FOR TICKETING 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

TOOLS FOR TICKETING 2. Air Tarif 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)

TOOLS FOR TICKETING 3. Passenger Tarif A book containing published current information about fares rules, agreement between countries and credit card acceptance