AMEX TRAVEL, Notes

IF A PERSON INDICATES ON THE RECORDED LINE THEY ARE FROM CALIFORNIA WE HAVE TO SAY:

"Today's Transaction is covered by the California Travel Consumer Restitution Fund."

PT: What is the maximum ETO fee?

$99

complex outro

(CM Name) I hope you enjoy your _____________ in ______________ . We are here 24/7 if you have any other questions or concerns at 1-800-297-2977. Again my name is Natashia. Thank you for calling America Express today. Have a wonderful day.

hotel sales pitch

(NAME), I found a ( Room Size and Room Type) room in the (STAR# hotel name) (If sincere:)it is a beutiful hotel I recommend you look into it. located at (Location and airport distance) It includes (requested amenities followed by random ones)POI (FLEXIBLE CANCELLATION? UNTIL WHEN?) ALL THIS FOR $---- AVG/NGT. would that be ok for you?

Divide and void

****DIVIDE**** 1. Retrieve PNR in Sabre 2. Find tkt PCC by checking *T 3. Ignore PNR with I 4. Emulate into tkt PCC 5. Retrieve PNR - Check if tkt can be offered as coutesy cancel. - Check acompany trvl fare rule #13 Divide the PNR *N to find name field Divide passengers by applying D(name field #) or for multiple D(#)*(#) 1. Recieve w/o saving - 6-<log in>/<SI>/tier2 - 6LAST3<kturner> <-- for tier 3 2. File PNR with F 3. End Record with ER 4. Retrieve PNR *D ~Add tcp if cm is traveing together on a certain leg of the trip - type 3OSI<airline>TCP<# of trvlers><name of asociated trler><PNR of asociated trvler><trvl date><cty pair> 5. Save changes with 6AMEXKTURNER ****VOID**** 1. Retrieve PNR in sabre 2. Find tkt PCC by checking *T 3. Ignore PNR with I 4. Emulate into tkt PCC 5. Retrieve PNR - Check if fare is pub or merch next to POP pub paid with crd merch payed with cash - Check if you can courtesy cancel

Website and number

1.800.297.2977 amextravel.com

IATA Numbers-(Airline)

14644324

PSK

1st four letters

PWP: How long does it take for Credit & Charges to post?

24 to 48 hours.

Special Service Requests or SSRs

3(SIPP Code)(Segment Number)-(Name Field Number) Example: Add a wheelchair- passenger immobile- to segment 1 for passenger in name field 1.1. 3WCHC1-1.1 Note: For American Airlines, the command will begin with a 4 instead of a 3

Other Service Information or OSIs

3OSI(Airline Code)(Freeform Text) Example: providing the airline the customer's phone number 3OSI DL 888-555-1212 Note: For American Airlines, the command will begin with a 4 instead of a 3

Change a Form of Payment or FOP

5(Line # Changing)[Pillar-(New Form of Payment Entry)'Cross of Lorain(Expiration Date MM/YY)-XN Example: To change a Visa credit card number on line 3 from 4444888877776666 to 4444888877775555 with an expiration date of 06/2022 51[PILLAR-*VI4444888877775555'CROSSOFLORAIN06/22-XN

Change General Remarks Field

5(Line # Changing)[PillarH-(Correct Text) Example: To change "This is a training PNR" on Line number 2 to "This is a training PNR for class" 52[PILLARH-THIS IS A TRAINING PNR FOR CLASS

delete general remarks field

5(Line # Deleting)[Pillar Example: To delete "This is a training PNR" from line 6 56[PILLAR

Add a form of Payment or FOP Billing Address

5/(Credit Card Holder's Name) 5/(Billing Street Adress) 5/(City),(State),(Country) 5/(Zip Code) Note: Insert a blank line between the address information lines: 5/(Enter) 2./John Smith 3./ 4./1234 Testing Lane 5./ 6./Las Vegas, NV 7./ 8./89149

Add General Remarks

5H-(Freeform Text) Example: To add "This is a training PNR" 5H-THIS IS A TRAINING PNR

summarize the process to follow when servicing a customer impacted by an IRROP

Agents provided steps from IRROP: review reserv notes pull up res in sabre review notes on changes made review EUreka IRROPS section *follow policies and steps listed If not in Eureka check airlines website/ Call airline get agent info if call airline agent sine, location, and name process in sabre

PT: Step 2 for PT?

Contact Amex to transfer points to partner.

Step 5 in PWP Process?

Credit & Charge post within 24-48 hours.

Step 6 in PWP process?

Credit post towards Total Balance owed; customer still responsible for minimum payment due.

In what instances can an agent advise the customer to contact the airline directly?

Customer unsatisfied with information and options provided due to airline schedule change

Common SIPP Codes

DBML- Diabetic Meal VGML- Vegetarian Meal VLML- Vegetarian Meal with Eggs and Milk Products WCHR- Wheelchair (Passenger can go Up/Down Stairs) WCHS- Wheelchair (Passenger can NOT go Up/Down Stairs) WCHC- Wheelchair (Passenger is Completely Immobile) BLND- Passenger is Blind

End Transaction

E

End and Retrieve

ER

Not the CM

ask if the CM is available to give verbal permission for you to assist, otherwise for security purposes you cannot access the account unless they are Account Manager and can pass Secondary Security

Commands on Sabre

MD Move down one page MU Move up one page MD/Text Move down and search for text MU/Text Move up and search for text MD(# of Lines) Move down a specific number of lines MU(# of Lines) Move up a specific number of lines MT Move to the top of the page MB Move to the bottom of the page

Step 4 in PWP process?

Points are systematically applied as a credit towards travel charges.

WP or Will Price

Price itinerary as booked

WPNC or Will Price Nice and Cheap

Price itinerary at the lowest fare but no charge in class of service.

WPS(segment number) WPS3 WPS1-5/8

Price specific segments in the class of service booked.

Move a segment to make it become the first segment

/0/(segment number moving) Example: To move segment 5 to become segment 1, the command is: /0/5 Tip- It helps to say the format out loud, for instance: after segment 0, insert segment 5

Divide in sabre

****Divide**** Sabre Processes ************************* Did I emulate? Published - AAAL9SI Private - AAAL9WI (Only to read fare rules) Package - AAA8GUH IAP - AAAUC6J PTS - AAAZ8B0 ************************* ************************* Display Record Locator: *(Record Locator) e.g. *ABCDEF (Located in Voyager and the Air Tab in iSeatz) Display Ticketing Field: *T Make sure tickets match amount of Passengers *********************** Display Electronic Ticket Record: WETR*(Ticket line number) e.g. WETR*2 ***************************************************** Before making changes ticket MUST be in OPEN status! Segments MUST be HK! ***************************************************** -Tickets must be in open status -Ensure you are in the correct PCC -Ensure ticket issue date isn't within Courtesy Cancel period ****************************************************** ****************************************************** Display Name Field: 1. *N 2. D(PAX NAME #) -Multiple Pax's D(PAX NAME #)*(PAX NAME #) e.g. D1 or D1*3 3. 6amex(name) e.g. 6amexamcguffin 4. File: F 5. ER 6. *(Record Locator) 7. Make necessary changes/cancellations ******************************************** ******************************************** Add Remarks: 5H-(Remarks) Delete Remarks: 5(line number)¤ OR 5(range of line numbers)¤ e.g. 512¤ OR 512-28¤ To View Remarks: *P5H e.g. 5H- DIVIDED PNR **************************************** **************************************** ************DOCUMENT ADT****************

phone numbers

**FOR SERVICE CALL BEX STANDARD SERVICES** AMEXTRAVEL.COM- 1-800-297-2977 MEMBESHIP REWARDS-1-866-751-7692 (CM 1-800-297-3276) PLATINUM TRAVEL- 1-888-859-0226- Internal Only(We use) 1-800-443-7672- Customer Number 1-620-537-4000- OUTSIDE U.S. CORPORATE MEMBERSHIP REWARDS- 1-888-800-8564 CENTURION TRAVEL- 1-877-877-0987 (option 1) THC NON MERCHANT HOTELS- 1-855-959-6895 AMEX TRIP INSURANCE- 1-877-294-6103 -ADD INSURANCE- 1-800-228-6855 PLATINUM CONCIERGE SERVICES- 1-800-345-2639 OUT OF US- 0111-617-622-6756

Tip 4

*Always ask permission to transfer to SE from Leadership

TIP 5

*Always book new reservations in Sales Tool

TIP 1

*Anytime someone new comes on the phone, disclose that "This is a recorded line."

TIP 2

*Do not share personal information, ask the CM to verify it for you

TIP 8

*Ghost calls wait 2 mins and still announce: CM, If you can hear me, I cannot hear you. Please give us a call back at 1.800.297.2977. Thank you for choosing American Express Travel and have a great day.

TIP 6

*If CM does not show their reservation under My Trips in their account and you have verified it is a confirmed booking, advise them to go to amextravel.com and select My Trips and sign in as a guest with their Trip ID and email address.

Display a stored PQ

*PQ

Display history of all PQ records

*PQH

TIP 3

*Put the CM on hold NOT MUTE, check in with the CM every 3-5 mins

TIP 7

*Run Ccleaner before you start your shift and when it ends/also when you experience an error

Add Mulitiple Passangers with the Last Name

-(# of Passengers with Same Last Name)(Last Name)/(First Name)/(First Name) Example: Carlos Sanchez and Maria Sanchez -2SANCHEZ/CARLOS/MARIA

Add a Single Passenger Name Field

-(Last Name)/(First Name)(Title Optional) Example: Carlos Sanchez -SANCHEZ/CARLOS

Delete a Name Field

-(Name Field Number)[Pillar Example: Delete Passenger in name field number 2 -2[PILLAR

Change a Multiple Passenger Name Field

-(Name Field Number)[Pillar(# of Passengers in Party)(Correct Last Name)/(Correct First Name)/(Correct First Name) Example: Change Carlos Sanchez and Maria Sanchez to Carlos Sanchezz and Maria Sanchezz -1[PILLAR2SANCHEZZ/CARLOS/MARIA

Change a Single Passenger Name Field

-(Name Field Number)[Pillar(Correct Last Name)/(Correct First Name) Example: Change Carlos Sanchez to Carlos Sanchezz -1[PILLARSANCHEZZ/CARLOS

Insert a segment after an existing segment

/(segment number to insert after)/(segment number moving) Example: To move segment 5 to become segment 3, the comand is: /2/5 Tip- It helps to say the format out loud, for instance: after segment 2, insert segment 5.

Move a range of segments after an existing segment

/(segment number to insert after)/(segment number moving)-(segment number moving) Example: to move segments 5-6 to become segments 3-4, the comand is /2/5-6 Tip- it helps to say the format out loud, for instance: after segment 2, insert segments 5-6

Dialing out International

011

IATA Numbers-(FHR)

03531500

Point Reversal Steps

1. Log-in to Citrix 2. Click on MR Portal (1st box always press cancel) 3. Click on Reward Portal 4. Enter 15 Digit Card # 5. Hoover over Point Maint. (Top of the Page) 1. Hoover Over Point Adjustment 2. Click on Point Reversal 6. Enter Security Questions 7. Look up the total of the ammount 8. Click on submit & Recap 9. Press OK to confirm Reversal.

Add a Ticketing Time Limit

7TAW(PCC)(Queue Number)/ Example: 7TAW7MNA342/

Change a Ticketing Field

7[PillarTAW(New Date)/ Example:7[PILLARTAW04AUG/

Delete a Phone Field

9(Phone Field Number)[Pillar Example: To delete a phone number from phone field 3. 93[Pillar

Change a Phone Field

9(Phone Field Number)[Pillar(Correct Phone Number)-(Identifier) Example: To update Las Vegas cell phone number from 702-555-1212 to 702-555-1313 for phone field 1. 91[PILLAR702-555-1313-C

PT: In order to be eligible for a point transfer, the CM must have [?].

A frequent flyer or a frequent guest account with a partner program. A card.

NATO Phonetic Alphabet

A- Alpha B- Bravo M- Mike N- November C- Charlie D- Delta O- Oscar P- Papa E- Echo F- Foxtrot Q- Quebec R- Romeo G- Golf H- Hotel S- Sierra T- Tango I- India J- Juliet U- Uniform V- Victor K- Kilo L- Lima W- Whiskey X- X-ray Y- Yankee Z- Zulu

Dialtone numbers

ABC-2 MNO-6 DEF-3 PQRS-7 GHI-4 TUV-8 JKL-5 WXYZ-9

Every day pull up the following

ADT - http://amex.myagentdesktop.com CCMS: https://www.wblt.ccms.teleperformance.com Citrix - https://wi-tims.gso.aexp.com/Citrix/xenappWeb/ LMS - https://thelearncenter.info/amex/ Ecco - https://ecco.aexp.com/ecco/index?page=home Softphone/Voyager (On Desktop once softphone loads VOY at the bottom right, click to populate program) OR https://agent.expedia.com/agent-login?returnurl=%2F Eureka - eureka.expedia.com Icewarp - https://webmail.intelenetglobal.com/webmail/

Membership Rewards Points Calculator

Answer ID 32580 in Eureka

most important information

CALL BACK NUMBER

Step 3 in PWP process?

CM Chooses the amount of points applied towards charge (full, partial, none)

PT: Step 3 for PT?

CM must complete travel booking with partner once transfer is successfully completed.

Step 2 in PWP process?

Card is charged to pay merchant for eligible travel

WC(segment number)(new class of service) Single segment- WC2F Multiple segment- WC1H/2Q All segments- WCAY

Change segments to a new class of service.

Add a Frequent Flyer Number

FF(Airline Code)(FF Number)-(Name Field Number) Example: To add FF number 333344455 for passenger 2.1 on UA FFUA333344455-2.1

True or False: PWP can be used towards buses and trains.

False

PT: True or False: Point transfers can be initiated for frequent flyer/guest accounts whose account names differ from MR Account.

False; Account Holder and frequent flyer/guest account Holder must be identical.

PT: True or False: MR Points can be transferred to any frequent guest/flyer account.

False; Can only be used with frequent guest/flyer accounts that are active with partner airlines and partner hotel loyalty programs.

Helpful Phone Numbers

Global Phonebook For service call BEX Standard services Card Services 1-800-528-4800 Insurance 1-800-228-6855 MEMBESHIP REWARDS-1-866-751-7692 (CM 1-800-297-3276) American Express TLS 1-800-297-2977 Corporate Card Services 1-800-528-2122 PLATINUM TRAVEL- 1-888-859-0226- Internal Only (We use) Centurion Travel 1-877-877-0987 opt 1 Password Reset 1-800-297-1234 Priority Pass 1.800.352.2834 AMEXTRAVEL.COM- 1-800-297-2977 1-800-443-7672- Customer Number 1-620-537-4000- OUTSIDE U.S. CORPORATE MEMBERSHIP REWARDS- 1-888-800-8564 THC NON MERCHANT HOTELS- 1-855-959-6895 AMEX TRIP INSURANCE- 1-877-294-6103 -ADD INSURANCE- 1-800-228-6855 PLATINUM CONCIERGE SERVICES- 1-800-345-2639 OUT OF US- 0111-617-622-6756 Global Business Travel has several departments depending on what company the CM works for - search Global Business Travel in LMS for a full directory.

Greeting

Hello, Thank you for calling Amextravel.com, My name is Kody. We are on a recorded line. Who do I have the pleasure of speaking with today?

Add a Phone Field

Identifiers A= Agency B= Business F= Fax H= Home C= Cell 9(Departure City Code)(Area Code)-(Phone Number)-(Identifier) Example: for Las Vegas cell phone number 702-555-1212 9LAS 702-555-1212 C

order of information

Name - Call Back # - CM Needs: I can definately help with that! 15 digit Card # - 4 digit CID # - PSK-

PT: Can Point transfers be reversed?

No.

store a price quote

PQ

Delete a specific PQ record

PQD(price quote number) PQD1

Delete all PQ records

PQD-ALL

To Check What Airlines Participate with an Airline's FF Program

PT*(Airline Code) Example: To check what airline's participate with Delta's FF program PT*DL

Simple outro

Thank you for calling American Express and have a wonderful day.

sabre command to enter an ARNK

The sabre command to insert an ARNK is: /(segment number the ARNK comes after)A Example:/1A

PWP: What are the restrictions when booking travel with Amex or Expedia?

There are none. Bok any airfare, hotel stay, cruise and/or vacation package at anywhere, anytime.

Retrieve a PNR and using the record locator

To retrieve a PNR in Sabre, you will use a record locator The sabre command is: *(record locator) Example: *HJKLPU

PT: Step 4 for PT?

Transfers are not immediate & time frames vary from partner to partner.

Air booking process

Trip ID: BOOKING AIR Origin: Destination: Departing Date: Returning Date: Passengers: Type of Flight(Round Trip/One Way/Multi): Price Range: Flight Preferences(Non-Stop, ETC...): Preferred Airline: Traveler#1 Information Traveler First Name: Traveler Middle Name: Traveler Last Name: Confirmation Email: Phone Number for Booking: Loyalty Program: TSA Gender: TSA DOB: Redress Travel #: Known Traveler #: RECAP EVERYTHING BEFORE CONFIRMING A BOOKING! Upon completion of booking: Your Trip ID is ___________ . Your confirmation email should arrive within 30 minutes. Upon receipt, please closely review all important information like names, flights, and dates of travel as wewant to be sure your travel experience is as requested. If you do not see the email in your inbox, please check your junk mail or spam folders. "Also I want to give you your 6-digit airline record locator, which is __________ . This 6-character airline code will also be on your confirmation email and will be used for check-in for your flight either the day of departure or 24 hours beforeon the airline's website."

Step 1 in the PWP process?

Trip booking must be through Amextravel or Expedia.

PT: Step 1 for PT?

Verification of # of points needed for travel with partner.

Add a Form of Payment or FOP

Visa=VI Master Card=CA American Express= AX Discover=DS 5-*( Credit Card Code)(Credit Card Number)'cross of Lorain(Expiration Date MM/YY)-XN Example: to add Visa credit card 4444888877776666 with an expiration of 06/2022 5-*VI4444888877776666'CrossofLorain06/22-XN Note: The "XN" Prohibits the credit card number from printing on any receipts from Sabre

Encode City

W/-CC(CITYCODE) W/-CCFARGO

Single entry to price itinerary and book in the lowest class; and store the PQ or price quote

WPNCB'CROSSOFLORAINRQ

store PQ for specific segments

WPS(segment number)/(segment number)'Cross of LorainRQ WPS1/2'Cross of LorainRQ

PWP: Earn 2x the points when booking through this website.

WWW.AMEXTRAVEL.COM

Add Retention Line

When Cancelling the PNR, if you need to add the retention line to prevent the PNR from purging use the following format. 0OTH(Airline Code)GK(#Passangers)(Departure City)(Future Date)-INFO/RETENTION Sabre Allows the retention line to reflect 180 days out, so the PNR does not purge. Note: only add a new retention line if the original retention line is missing.

PT: Are point transfers final?

Yes.

PWP: Can PWP be used towards car rentals?

Yes; Only if the rental is included in a package. Solo rentals are not eligible.

Useful Websites

http://amex.myamextravel.com https://www.fhrdigitaldirectory.com/ https://www.hcdigitaldirectory.com/ https://www298.americanexpress.com/benefits/platinum/us/en/ americanexpress.com/platinumcarrental americanexpress.com/airlinechoice http://thecenturionlounge.com seatguru.com flifo.com tsa.gov prioritypass.com https://thelearncenter.info/amex/ https://eureka.expedia.com https://expedia.csod.com/samldefault.aspx?ouid=3 https://amex.myagentdesktop.com/ https://www.amextravel.com/ https://www.wblt.ccms.teleperformance.com/auth/LOGIN https://wi-tims.gso.aexp.com/Citrix/xenappWeb/ NOT FIREFOX https://ask-faq.custhelp.com/app/beat/index https://cctoken.expedia.com/adfs/ls/?wa=wsignin1.0&wtrealm=https%3a%2f%2fvoyager.expedia.com%2f&wctx=rm%3d0%26id%3dpassive%26ru%3d%252f&wct=2018-06-04T13%3a44%3a38Z ecco

In what instances can an agent call the airline for the customers?

not avalible on AL Website/Eureka

hotel ratios

off-site: 167:1 - 167 points per $1 (not eligible for 5x the points) on-site: 143:1 - 143 points per $1 (may or may not be eligible for 5x the points) FHR: 100:1 - 100 points per $1 (eligible for 5x the points)

Ignore/ignore and retrieve

the opposite of end transaction is ignore(I). This command tells sabre to ignore any entries you have made since your last end transaction This command tell sabre to ignore any entries you have made since your last end transaction. You can also ignore and retreive(IR). This command tells sabre to ignore any entries you have made since your last end transaction and redisplay the PNR.