Assisted Ticketing

Voluntary Changes: Modifying or Exchanging IT/BT Fares with a Refundable Balance

Smartpoint 11.0 and later, Assisted Ticketing processes voluntary changes if the original ticket is priced using IT/BT (Inclusive Tour/Bulk Tour) fares.

If the original fare is an Inclusive Tour (IT) fare and the fare is hidden, additional steps are required for the involuntary change process.

 

Important!

The Assisted Ticketing - Voluntary Change feature does not provide any guarantee against ADMs:

  • Agents are obligated to have all necessary approvals before proceeding with voluntary exchanges.

  • Agents should always check all stored fare (Filed Fare/ATFQ) elements before ticketing.

 

The workflows for updating modifiers and exchanging tickets for IT/BT fares with a refund balance are similar. In Assisted Ticketing:

  • The Update Modifiers option allows agents to update and save ticket modifiers and other exchange details without issuing a ticket. Later, agents can reissue the ticket in Travelport+ (1G) formats using native host or Smartpoint entries.

  • The Exchange Ticket option saves exchange details, such as ticket modifier updates, and also reissues the ticket for exchange.

 

To update ticket modifiers or exchange tickets with a refund balance:
  1. Change the PNR/Booking File and add a new fare quote, but do NOT end transact the PNR/Booking File. To be eligible for a quote, the record must have:

    • Segments with an HS or HK status.

    • A stored fare (Filed Fare/ATFQ) for each passenger.

  2. Open the Assisted Ticketing window by either:

    • Entering the format: #SATVOL.

    • Clicking the Assisted Ticketing icon. Then, click the Voluntary Change tab.

  3. Click the Filed Fare arrow to select the stored fare.

  4. Click the ticket arrow to select the desired ticket number.

  5. Click LOAD TICKET DATA.

    If the original Fare is an IT Fare where the fare is hidden, the IT/BT Ticket screen is displayed.

  6. If applicable to hidden fares. Update the original fare amount and currency code for an exchange process either from #SATVOL or the Voluntary Change tab — Start Exchange. Then click UPDATE FARE.

    The comparison table is displayed. This table provides a side-by-side comparison of the ticket and the stored fare, while the third column displays the difference between the original fare and the new fare.

    Known Issue: The Base Fare amount in the comparison table may display incorrectly if an IT/BT fare is issued with a net fare. As a result, other amounts in the comparison table may also display incorrectly. However, the Additional Payment confirmation screen (Step 21) displays the correctly calculated Refund amount.

  7. Optional. Click the ticket link to display the ticket details.
  8. Optional. Click the stored fare (Filed Fare/ATFQ) link to view the details for the stored fare.

  9. Review the exchange details.

  10. If applicable. In the Airline Change Fee row, add a change fee for the new stored fare. For IT/BT fares, the change fee is paid as a tax.

  11. If applicable. In the Tax On Change Fee row, add the tax for the airline change fee.

  12. Optional. Enter any additional ticket modifiers for the voluntary exchange.

    Note: Any existing modifiers from the stored fare (Filed Fare) are automatically populated in the corresponding fields.

  13. Optional. In Additional Modifiers, click Expand All to enter more optional ticket modifiers. You can click Collapse All at any time to close the Additional Modifiers section.

  14. Optional. In Document Modifiers, select options for ticket and itinerary documents.

  15. After you enter all modifiers, select I have validated the fare rules and results, and I would like to continue with the exchange.

  16. Click either:

    • UPDATE MODIFIER to update the ticketing modifiers without exchanging the ticket.

    • EXCHANGE TICKET to complete the ticket exchange.

    The Manual Fare confirmation message is displayed.

  17. Click OK to approve the fare update. If there are changes to the ticket modifiers, the record is updated, and a confirmation message is displayed.

  18. Click OK. The stored fare and any modifiers are now updated and saved.
    Important!If you do not want to continue, you must delete the stored fare and start again.

    The first Additional Payment screen displays to show the new fare details and ticket details. The ticket details are automatically populated, but can be changed.

    Note: Tax boxes for new fare details are inclusive of new taxes as per new fare without netting.

  19. Click CONTINUE to display the second Additional Payment screen, which contains the paid taxes and US Passenger Facility Charges. The tax fields are automatically populated, but can be changed.

    Note: The Paid Taxes section is blank because paid taxes are not designated in ARC exchanged tickets.

  20. Click CONTINUE to display the third Additional Payment screen to confirm the ticket exchange.

  21. Type Y to confirm the exchange and continue with the reissue.

    Note: If you type N, the reissue is canceled. You can use Travelport+ (1G) formats to reissue the ticket.

  22. Click CONTINUE to display the fourth Additional Payment screen..

  23. Review the updates and select the next step:

    • Click UPDATE EXCHANGE AND CLOSE to save the ticketing modifier updates or exchange details, and exit Assisted Ticketing.

    • Click CONTINUE TO NEXT EXCHANGE to save the ticketing modifier updates or exchange details. Assisted Ticketing remains open, and you can begin another exchange.

    • Click CANCEL to close Assisted Ticketing without saving the ticketing modifier updates or exchange details. However, the stored fare (Filed Fare) updates are saved.

  24. To save the details of the exchange, end transact (ER) the PNR/Booking File.

    The PNR/Booking File and ticket details are displayed.

    • For update modifiers, the new modifier information and status is displayed.

      Note: Reissues for IT/BT fares cannot be made through Assisted Ticketing. Agents can reissue the ticket using Travelport+ (1G) formats in either native or Smartpoint entries.

    • For exchange tickets, the new ticket information and exchange status is displayed. The following example shows the updated PNR/Booking File for the exchange and reissued tickets.