SITA University course catalog

Passenger Solutions

Course Catalog

SITA UNIVERSITY COURSE CATALOG – November 2015

Table of Contents

SITA University Course List ............................................................................................................................................................... 3 How to order, enroll or request a quote .......................................................................................................................................... 4

Airfare Price................................................................................................................................................................................ 5 Airfare RepriceRefund (ARR) ..................................................................................................................................................... 6 E-Learning: Departure Control Services Training - Agent ........................................................................................................... 7 E-Learning: Departure Control Services Training - Supervisor .................................................................................................... 8 Departure Control Services (DCS) – Check-in ............................................................................................................................ 9 E-Learning: Electronic Miscellaneous Document 2.0 for Green Screen .................................................................................... 10 E-Learning: Electronic Miscellaneous Document 2.0 for SRDT ................................................................................................ 11 Standalone Electronic Miscellaneous Document (EMD-S) ........................................................................................................ 12 Horizon Service Fees (HSF) with Auto Electronic Miscellaneous Documents (EMD) ................................................................ 13 Departure Control Services (DCS) – Load Planning ................................................................................................................. 14 E-Learning: Reservations – Agent Training .............................................................................................................................. 15 E-Learning: Reservations – Supervisor Training ....................................................................................................................... 16 Reservations #1 – Agent Training ............................................................................................................................................. 17 Reservations – Code Share ...................................................................................................................................................... 18 Reservations #2 – Inventory Control ......................................................................................................................................... 19 Reservations – Inventory Special Service Requirement (ISSR) ................................................................................................ 20 Airfare Data Builder #1 – Fares, Routings, Add-ons and Rule Instructions ............................................................................... 21 Airfare Data Builder #2 – Automated Rules Coding (except rule categories 25, 31, 33 and 35) ................................................ 22 Airfare Data Builder #3 – Automated Rules Coding for Experienced Coders ............................................................................ 23 Airfare Data Builder #4 – Fares by Rule and Negotiated Fares ................................................................................................. 24 Airfare Data Builder #5 – Voluntary Changes and Voluntary Refunds ....................................................................................... 25 How to File SITA Rule Template for Categories 25, 31, 33 and 35. .......................................................................................... 26 E-Learning: Ticketing Training – Electronic .............................................................................................................................. 27 E-Learning: Ticketing Training – Paper ..................................................................................................................................... 28 E-Learning: SITA Reservations Desktop ‘Refresh’ - Agent ....................................................................................................... 29 E-Learning: SITA Reservations Desktop ‘Refresh’ - Supervisor ................................................................................................ 30 E-Learning: iTravel® App Overview .......................................................................................................................................... 31 Horizon® Weight & Balance (for trainers) ................................................................................................................................. 32

SITA University 2015 Course Catalog

SITA University Course List

This catalog shows Passenger Solution Line courses and is not an exhaustive list. For more information please contact us.

= webinar = instructor-led = eLearning

Delivery Type

Audience Course Name

Duration(hrs)

Training Availability

Airfare Price End Users Airfare Price 80.0 Anytime

Airfare Price End Users Airfare RepriceRefund 24.0 Anytime

e-Learning: DCS Check-in - Agents

Departure Control Services Training – Agent 2-3.0 Anytime

e-Learning: DCS Check-in- Supervisors

Departure Control Services Training – Supervisor 5-6.0 Anytime

DCS Trainers & End Users Departure Control Services (DCS) Check-in 64.0 Anytime

e-Learning: Ticketing Agents

EMD 2.0 for Green Screen 1-2.0 Anytime


EMD 2.0 for SRDT 1-2.0 Anytime

Ticketing Agents Standalone Electronic Miscellaneous Documents

(EMD-S) 8.0

Anytime

Ticketing Agents Horizon Service Fees (HSF) with Auto Electronic

Miscellaneous Documents (EMD) 2- 4.0

Anytime

* DCS Trainers & End Users Departure Control Services (DCS) Load Planning 56.0* Anytime

e-Learning: Reservations Agents

Reservations – Agent Training 6-7.0 Anytime


Reservations – Supervisor Training 7-8.0 Anytime

Reservations Agents Reservations - Agent Training 40.0 Anytime

* Reservations Agents Reservations – Code Share 32.0* Anytime

* Reservations Agents Reservations – Inventory Control 80.0* Anytime

* Reservations Agents Reservations – Inventory Special Service Request 16.0* Anytime

Airfare Data - Trainers & End Users

Airfare Data Builder #1 – Fares, Routings, Add-ons and Rule Instructions

40.0 Anytime


Airfare Data Builder #2 – Automated Rules Coding (except rule category 25, 31, 33 and 35)

80.0 Anytime


Airfare Data Builder #3 – Automated Rules Coding for Experienced Coders

40.0 Anytime


Airfare Data Builder #4 – Fare By Rule and Negotiated Fares

24.0 Anytime


Airfare Data Builder #5 – Voluntary Changes and Voluntary Refunds

24.0 Anytime


Airfare Data – How to File SITA Rule Template for Category 25, 31, 33 and 35

6.0 Anytime


Ticketing Training – Electronic 8-9.0 Anytime


Ticketing Training – Paper 4-5.0 Anytime


SITA Reservations Desktop ‘Refresh’ - Agent 2-3.0 Anytime


SITA Reservations Desktop ‘Refresh’ – Supervisor 2-3.0 Anytime

iTravel End Users iTravel® App Overview 50 min Anytime

* W&B - Trainers Horizon® Weight & Balance for Trainers 34.0* Anytime

‘* = Blend of e-learning and classroom, the times noted apply to the classroom training.


How to order, enroll or request a quote

Please send an email to SITA University ([email protected]) with the following information at least 8 weeks prior to the start of class and you will receive a reply typically within 48 hours:

Company Name

Passenger Solution Line Product

Course(s) Required

Proposed Course Date

Proposed Course Location

Number of Students

Requester’s Name

Requester’s – email, phone


Course Name Airfare Price

Delivery Mode Classroom

Duration 80 hours (runs over 10 working days)

Course Prerequisite(s) e-Learning modules are recommended to be completed prior to the classroom course. These modules provide an overview and introduction to the topics that will be covered in the classroom sessions.

Designed for Trainers and end-users of Airfare Price

Course Description This course is designed to teach basic fare display, pricing and navigation features necessary to use the Airfare Price application in day-to-day functions, as well as in testing and troubleshooting fare discrepancies and pricing responses.

Available in English and Spanish.

Course Objectives / Lessons and Topics

Upon successful completion of this course, students will be able to display and interpret:

Fare rules and parameters within the system

Pricing outputs within the system

Currency, mileage, and tax information within the system

System processing guidelines and parameters

Processing discrepancies via the Trillium application

Navigate

Help pages and user manuals

Topics Include:

Fare and rule inputs/ outputs

Pricing inputs/ outputs and pricing and fare display modifiers e.g. senior, child

Tax, currency, and mileage information

Airfare Price processing parameters

Help pages, troubleshoorting

Trillium application for problem reporting


Course Name Airfare RepriceRefund (ARR)



Course Prerequisite(s) Category 31 and/ or category 33 data must be filed by the carrier in the system before training can commence.

Designed for Trainers and end-users of Airfare Price

Course Description This course is designed to teach the user how to perform and interpret an automated reprice and/or refund within a given itinerary reservation.


Upon successful completion of this course, students will be able to:

Perform automated itinerary reprice and refund

Interpret reprice and refund summary screen information (including service fee, fare and tax calculations)

Interpret Category 31 and Category 33 parameters

Navigate user manuals

Interpret system processing guidelines and parameters

Log and report basic questions and processing discrepancies via the Trillium applications

Topics include:

Category 31 Airfare Reprice

Category 33 Airfare Refund

Airfare RepriceRefund processing parameters

Troubleshooting

Trillium application for problem reporting


Course Name E-Learning: Departure Control Services Training - Agent

Delivery Mode Web

Duration 2-3 hours

Course Prerequisite(s) Departure Control Services (DCS) - Information Displays

Designed for Departure Control Services (DCS) - Check-in Agents

Course Description This course covers key concepts and processes relevant for an agent using SITA Departure Control Services (DCS).

It covers how to handle special passengers; work with check-in, baggage processing, and boarding entries; identify the transaction to modify passenger information; and how to handle ‘unattached’ baggage and ‘expedite’ baggage.


Crew and Stretcher Handling Procedures

Passenger Acceptance

Passenger Boarding Control

Passenger Modification

Unattached Baggage Handling


Course Name E-Learning: Departure Control Services Training - Supervisor

Delivery Mode Web

Duration 5-6 hours

Course Prerequisite(s) Departure Control Services (DCS) - Information Displays

Designed for Departure Control Services (DCS) – Supervisors

Course Description This course covers key concepts and processes relevant for a supervisor using SITA Departure Control Services (DCS).

It covers how to assign a check-in supervisor; how to perform a bulk re-check of passengers; perform transfer passengers to a new flight; identify the excess baggage check-in process; enter flight and destination remarks; work with the entries to increase and decrease space protection limits; identify entries to initiate, update, or delete a flight; display passenger and flight statistics; identify manifest options; use the Go Show (GS) and Industry Discount (ID) acceptance entries; modify seat characteristics and reserve seats; and amend a Created Schedule Data (CSD) for a date or a range.


APIS

Crew and Stretcher Handling Procedures

Assign Flight Controls

Bulk Recheck of Passengers

Excess Baggage Charges Report

Flight and Destination Remarks

Flight Controls Space Limits

Initiate, Update, or Delete a Flight

Passenger and Flight Statistics

Passenger-Baggage Message Display

Passenger Standby Acceptance

Protective Cover and Seat Map Characteristic Changes

Reserving and Blocking Seats

Schedule Flight Data Modification & Display


Course Name Departure Control Services (DCS) – Check-in



Course Prerequisite(s) This is a blended course consisting of e-Learning modules that are recommended to be completed prior to the classroom course. These modules provide an overview and introduction to the topics that will be covered in the classroom sessions.

Designed for Trainers and end-users of DCS

Course Description The DCS Check-in course is designed to cover three modules: 1) airline database; 2) check-in transactions and; 3) implementation procedures.

Available in English, French and Spanish.



Create an airline check-in database

Build and update aircraft seatmaps

Create and update flight schedules

Understand basic check-in transactions

Process confirmed, no-show and standby passengers

Add staff ID and dates of joining

Issue boarding cards and baggage tags

Reserve and block passenger seats

Close and release flight status

Topics include:

Aircraft configuration tables

Check-in station creation

Station data

Aircraft seat map creation and update

Flight schedules entries

Passenger check-in

ITCI handling procedures

Electronic ticket check-in

Advance passenger information system

Flight close and release procedures


Course Name E-Learning: Electronic Miscellaneous Document 2.0 for Green Screen

Delivery Mode Web

Duration 1-2 hours

Course Prerequisite(s) This course assumes the agent is conversant with SITA Reservations and Ticketing concepts.

Designed for Ticketing Agents

Course Description This course introduces EMD 2.0 and covers how to issue, display, refund, revalidate, change the status, and void a multiple-coupon EMD-S (standalone) and EMD-A (associated) in the green screen environment.


Introduction to EMD 2.0

EMD Issuance

EMD Retrieve and Display

EMD Manual Change of Status

EMD-A Manual Dissociated and Associate

EMD Refund

EMD Revalidation

EMD Void


Course Name E-Learning: Electronic Miscellaneous Document 2.0 for SRDT

Delivery Mode Web

Duration 1-2 hours

Course Prerequisite(s) This course assumes that the agent is conversant with SRDT functionality and navigation. The PSL SITA Reservations Desktop (SRDT) ‘Refresh’ Training Curriculum can be viewed.


Course Description This course introduces EMD 2.0 and covers how to issue, display, refund, revalidate, change the status, and void a multiple-coupon EMD-S and EMD-A in SITA Reservations Desktop (SRDT).


Introduction to EMD 2.0

EMD Issuance

EMD Retrieve and Display

EMD Manual Change of Status

EMD-A Manual Dissociated and Associate

EMD Refund

EMD Revalidation

EMD Void

EMD Itinerary Receipt


Course Name Standalone Electronic Miscellaneous Document (EMD-S)


Duration 8 hours (runs over 1 working day)


Designed for Trainers and end-users of Ticketing.

Course Description This course is designed to teach the purpose of EMD and the steps on how to issue one from an existing PNR and where there is no PNR available. It also provides a detailed explanation on how to use different action codes and how to identify an EMD on a sales report.

Available in English and Russian.



Identify the purpose of an EMD

Identify the purpose of reason for issuance codes (RFIC) and reason for issuance sub codes (RFISC)

Identify the entries to display RFICs and RFISCs

Identify the type of EMD

Identify the entry to display EMD issuance mask

Describe EMD Record (EMR)

Describe function codes on EMR

Describe EMD-S data contained in the sales report

Topics include:

Reason for Issuance Codes (RFIC) & Reason for Issuance Sub Codes (RFISC)

Types of EMD-S

EMD issuance from a retrieved PNR and without a PNR

Explanation of EMD record (EMR)

Explanation of EMD features

EMD-S on the sales report


Course Name Horizon Service Fees (HSF) with Auto Electronic Miscellaneous Documents (EMD)

Delivery Mode Webinar(s)

Duration Each webinar runs for approximately 2 hours.

Course Prerequisite(s) e-Learning module for HSF. Basic knowledge of Reservations, Pricing, Ticketing and EMD issuance is desirable. This is a blended course consisting of e-Learning modules that must be completed prior to the webinar. These modules provide an overview and introduction to the topics that will be covered in the classroom sessions.

Designed for Trainers and end-users of HSF with knowledge of reservations, pricing, ticketing and EMD.

Course Description This course is designed to teach the features and functions of HSF. HSF with Auto EMD is a value added feature of Airfare Price. HSF allows airlines to sell additional services (ancillary fees) to passengers, including meals, in-flight entertainment, upgrades and more resulting in more revenue for the airline.

Additional product features are available for DCS customers.

Available in English and Spanish.


Upon successful completion of this course you will be able to:

Define Horizon Service Fees

Understand the fee groupings

Perform and understand a catalog display

Perform shopping cart functionality

Issue an Auto-EMD for single and multiple items as well as for a historical PNR

Issue an Auto-EMD for a historical PNR

Topics include:

HSF description

Fee groupings

Catalog and shopping cart details

Live HSF demo

Auto-EMD for single and multiple items

Auto-EMD for a historical PNR


Course Name Departure Control Services (DCS) – Load Planning




Designed for Trainers and end-users of DCS.

Course Description The DCS Load Planning course is designed to cover two modules: 1) airline aircraft database and; 2) agent transactions.




Create airline parameters

Build and update aircraft database

Create fleet and aircraft registration

Understand all basic load control functions

Produce load planning instructions for both wide and narrow body aircraft

Handle any special cargo notifications for departure messages as required

Close flight and make any necessary trim adjustments to produce final load sheet for on time departure

Dispatch all LDP departure messages at the end of the flight

Close and release flight status

Topics include:

Load planning database entries

Fleet information and aircraft data

LDP flight creation

Passenger payload screens (LPAD)

Cargo payload distribution

Flight status screen

Equipment change due to irregular operations

LDP messages

Add special information and printing request (LMSD,LDSP. NOTOC, LLSP)

List for last minute changes


Course Name E-Learning: Reservations – Agent Training

Delivery Mode Web

Duration 6-7 hours

Course Prerequisite(s) Reservations Prerequisite Curriculum

Designed for Reservations Agents

Course Description This course covers key concepts and processes relevant for an agent using SITA Reservations. It focuses on basic functions related to a Passenger Name Record (PNR), displaying passenger lists, and how to handle agent queues.


Create a PNR

Group PNR

PNR Optional Elements

PNR Retrieval and Modification

PNR Split

Multi-selection List

Agent Queues


Course Name E-Learning: Reservations – Supervisor Training

Delivery Mode Web

Duration 7-8 hours

Course Prerequisite(s) Reservations Prerequisite Curriculum

Designed for Reservations Supervisors

Course Description This course covers key concepts and processes relevant for a supervisor using SITA Reservations.

It covers several types of reports, messages, and tables that a supervisor would work with. It also covers how to identify flight control and flight schedule information contained in a SC:T/ Form and the purpose of OFFC:, AGNT:, CITY:, CONLNK, TAIR: and AIR: system files.


Schedule Change Information: SCT Form

System Files

Passenger Processing List Exception Address Files (IMD)

Interline Message Address (IMA) and Unique Address Message (IMB) Files

Group Address Maintenance (GAM) and ZZ Message Address Maintenance (ZZM)

Passenger Load Estimate (PE) Route Booking Profile (RB) Waitlist Profile (WP)

Easy Pages (EZ)

Inventory Reports and Summary Reports

MGTR Tables and Additional Reports

Sales Activity and Additional Reports

Passive Segment and RPB Reports


Course Name Reservations #1 – Agent Training


Duration 40 hours (5 working days)


Designed for Trainers and new end-users of Reservations with basic PC knowledge and general airline industry and airline messaging (AIRIMP).

Course Description This is the first phase of the Reservations training package. This phase focuses on teaching airline agents how to build and manage passenger journeys securely and confidentially.

Available in English, French and Spanish



Navigate into applications through an emulator

Access system

Get miscellaneous information

Handle routing displays

Create and modify PNRs

Display different passenger lists

Work several passengers’ requirements

Reserve specific seats for customers

Manage credit card requests

Topics include:

Smart front end basic (SFEB) Emulator

Sign-in/ Sign-out of the system

Miscellaneous information

Routing displays

Create and modify PNRs

Create and modify Group PNRs

Display flight multi-selection lists

Agent queues

Advanced seat reservations

Airport passenger lists

Credit card request


Course Name Reservations – Code Share




Designed for Trainers and end-users of Reservations with basic PC knowledge and completion of Reservations Agent and Control modules along with experience Reservations Schedule Load, Passenger Protection and airline messaging (AIRIMP).

Course Description This is an additional feature of the Reservations Agent Training package. Code share allows the airline to meet all necessary industry standard rules to enter into agreements with select interline partners.

Available in English, French and Spanish



Understand code share environment

Understand different code share types

Load/ maintain operator code share tables

Load/ maintain marketing code share tables

Understand code share user parameters

Activate/ maintain code share in T-forms

Handle rebook for code share flights

Handle code share link preservation form

Understand different AVS agreements

Understand concepts for merge PNLs

Handle soft block space agreements

Topics include:

Code share guidelines

Operating carrier tables: setting & actions

User parameters on code share

Marketing carrier tables: setting & actions

Code share tables activation

Rebook for code share flights

Code share link preservations form

Code share AVS agreements

PNL merge operation

Soft block space agreement


Course Name Reservations #2 – Inventory Control




Designed for Airline trainers and end-users who have completed the Reservations Agent Training module and who directly manage Inventory Control, Revenue Management, Schedule Loading and Agent File Handling.

Course Description This is the second phase of the Reservations training package. Code share allows the airline to meet all necessary industry standard rules to enter into agreements for a common operation with selected interline partners.




Handle all tools for inventory control

Understand flight readouts

Perform supervisor special transactions

Load/ maintain general internal information

Handle/ understand management reports

Load/ maintain general flight schedule records

Handle passenger protections

Load/ maintain schedule generation

Load/ maintain seat plans

Load/ maintain internal files

Topics include:

Schedule change loading/ modifications

Passenger protections

User files maintenance

Control inventory introduction

Flight readouts

Supervisor special transactions

EZ management

Management reports

Control transactions for ASR


Course Name Reservations – Inventory Special Service Requirement (ISSR)




Designed for Airline trainers and end-users who have completed the Reservations Agent Training module and who will be handling Reservations Inventory Special Service Request (SSR) allowances.

Course Description This is an additional feature of the Reservations training package. It allows airlines to automatically control the amount of special service requests from passengers for a flight. This feature is helpful in controlling those SSRs that require extra care in handling.




Understand the general scope of an ISSR

Implement ISSR in your airline

Understand ISSR display for a flight

Understand ISSR display effects on a PNR

Load/ maintain ISSR tables

Activate ISSR into your flights

Understand ISSR readout

Reconcile ISSR amounts

Read and understand ISSR history displays

Topics include:

General feature definition

ISSR unique parameters

General assumptions and restrictions

Implementation guide

ISSR displays

ISSR processing within a PNR

ISSR control table (load & maintain)

Add ISSR control table into a T-form

ISSR readout display

ISSR manual reconcile

ISSR inventory history


Course Name Airfare Data Builder #1 – Fares, Routings, Add-ons and Rule Instructions



Course Prerequisite(s) An e-Learning module is recommended to be completed prior to the classroom course. This module provides an overview and introduction to the topics that will be covered in the classroom sessions. Working knowledge of fares, footnotes, rule conditions and categories is required.

Designed for Trainers and end-users of Airfare Distribution’s Airfare Data.

Course Description This course is designed to enable staff to maintain your own carrier data that includes fares, rule instructions, routings, add-ons and add-on zones.


Upon successful completion of this course, students will be able to display and interpret:

Query, create and update rule text instructions for fare rule and footnotes

Query, create, update and cancel fares, routings and add-ons

Create and release filing advices

Perform global updates on fares

Topics Include:

Query and maintenance for rule instructions, routings, fares and add-ons

Batch queue

Query and maintenance of filing advices

Global fares update


Course Name Airfare Data Builder #2 – Automated Rules Coding (except rule categories 25, 31,

33 and 35)



Course Prerequisite(s) Customers who have completed the ADB#1 training course. Working knowledge of fares, footnotes, rule conditions and categories is required.

Designed for Trainers and end-users of Airfare Distribution’s Airfare Data who are proficient in automated rules coding.

Course Description This is a two module course for customers who do not have automated rules coding experience. Module 1 must be completed before commencing module 2.

Module 1 (5 days) focuses on the concepts and processing of automated rules and introduces coding categories: 1 -3, 5-9, 11, 18, 19 and 50.

Module 2 (5 days) progresses to coding categories: 4, 10, 12-17, 20 – 22, including general rule coding and reservations booking designators (RBDs) coding.



State general data processing logic

Query existing rules (except categories 25, 31, 33 and 35) including general rules, footnotes, RBDs, and default (0000) tariff mapping to general rules

Create, update and cancel fare class, rules (except categories 25, 31, 33 and 35) including general rules and footnotes

Create, update and cancel RBD, default (0000) tariff mapping to general rules.

Topics Include:

Concept of automated rules processing and coding

Coding of fare class, rule categories 1-22 and 50.

General rule coding and general rule default application

Coding of reservation booking designators (RBD) and record 6


Course Name Airfare Data Builder #3 – Automated Rules Coding for Experienced Coders



Course Prerequisite(s) Customers who have completed the ADB#1 training course. Working knowledge of fares, footnotes, rule conditions and categories is required.


Course Description During the course customers will learn to navigate through automated rules coding screens in Airfare Data Builder (ADB). The first 3 days focus on coding all rule and footnote categories except 25, 35, 31 and 33. On day 4 customers will practice coding categories 25 and 25. Day 5 is dedicated to becoming familiar with screens in categories 31 and 33.



State general data processing logic

Query existing rules (except categories 25, 31, 33 and 35) including general rules, footnotes, RBDs, and default (0000) tariff mapping to general rules

Create, update and cancel fare class, rules (except categories 25, 31, 33 and 35) including general rules and footnotes

Create, update and cancel RBD, default (0000) tariff mapping to general rules.

Topics Include:

Query existing rules including general rules, footnotes, RBDs, and default (0000) tariff mapping to general rules.

Practice coding of fare class, rules, footnotes, RBDs, and default (0000) tariff mapping to general rules


Course Name Airfare Data Builder #4 – Fares by Rule and Negotiated Fares



Course Prerequisite(s) Customer who have completed ADB#1 and ADB#2 training courses.


Course Description During the course customers will learn how to code Categories 25 ‘Fare by Rule’, and 35 ‘Negotiated Fares’.

The first part of the course instructs you to maximize the benefits of generating multiple fares from existing fares without having to file them as additional specified fares with additional rules.

The second part of the course addresses the ability to create negotiated fares with various automated selling, ticketing and re-selling conditions.



Identify the benefits of Category 25 and 35

Recognize when to use Category 25 and 35

Code Category 25 and 35

Code Category 25 data with Category 35

Topics Include:

Rules coding for Category 25 and 35


Course Name Airfare Data Builder #5 – Voluntary Changes and Voluntary Refunds



Course Prerequisite(s) Customer who have completed ADB#1 and ADB#2 training courses


Course Description This course is for customers who want to learn how to code Category 31 ‘Voluntary Changes’, and Category 33 ‘Voluntary Refunds’.

The first part of the course instructs you how to code ticket revalidation and ticket reissue conditions for subsequent processing in an automated reprice/ refund pricing system.

The second part of the course you will learn how to code the refund and cancellation conditions of a rule, so that they can be processed in an automated reprice/ refund pricing system.



State the benefits of Category 31 and 33

Identify the 11 process tags in Category 31

Identify key elements of Category 31 within a policy

Code Categories 31 and 33 so that they can be used in automated ticket reprice and refund systems.

Topics Include:

Rules coding for Categories 31 and 33


Course Name How to File SITA Rule Template for Categories 25, 31, 33 and 35.

Delivery Mode Webinar(s)

Duration 2 hours each (runs over 2-3 modules)

Course Prerequisite(s) Customers must have a working knowledge of fares, footnotes, rules conditions and categories and must complete these courses before the respective category data is filed with SITA.

Designed for Trainers and end-user customers who are proficient in automated rules coding.

Course Description This course is for customers who want to learn how to file Categories 25 ‘Fare by Rule’ module, Category 35 ‘Negotiated Fares’ module and/ or Category 31 ‘Voluntary Changes’, and Category 33 ‘Voluntary Refunds’. This would be filed with SITA via the SITA Rule Template. SITA will complete automated rules coding for these categories on your behalf.



State the benefits of Categories 25, 31, 33 and 35

Recognize when to use Categories 25, 31, 33 and 35

Create a Categories 25, 31, 33 and 35 filing instruction using a template

Topics Include:

Benefits of Categories 25, 31, 33 and 35

How to complete the Categories 25, 31, 33 and 35 template


Course Name E-Learning: Ticketing Training – Electronic

Delivery Mode Web

Duration 8-9 hours

Course Prerequisite(s) Ticketing Prerequisite Curriculum-

Basics of Ticketing

Introduction to Ticket Issuance


Course Description This course covers how to work with electronic ticketing (2.0) in the green screen environment.

It covers how to issue an electronic ticket using agent-assisted, manual, or auto pricing. It also covers how to view the ETR display and to perform actions such as revalidating, refunding, exchanging, requesting/sending control, and voiding a ticket. It also covers the common system and user files available in the Ticketing application and the sales reports that can be generated.


Electronic Ticket Issuance

Electronic Ticket Record (ETR) Display

Electronic Ticket Refund

Electronic Ticket Revalidation

Electronic Ticket Exchange and Reissue

Electronic Ticket Print Exchange

Supplemental Provisions for Electronic Ticketing

Interline Electronic Ticketing

Ticketing Database and User Files

Reports in SITA Ticketing


Course Name E-Learning: Ticketing Training – Paper

Delivery Mode Web

Duration 4-5 hours

Course Prerequisite(s) Ticketing Prerequisite Curriculum-

Basics of Ticketing

Introduction to Ticket Issuance


Course Description This course covers how to work with paper ticketing (2.0) in the green screen environment.

It covers how to issue an automated paper ticket using agent-assisted, manual, or auto pricing and how to refund and void a ticket. The Miscellaneous Document Mask and the Sale Document Mask are also covered. It also covers the common system and user files available in the Ticketing application and the sales reports that can be generated.


Paper Ticket Issuance

Supplemental Provisions for Automated Paper Ticketing

Void and Refund for Automated Paper Ticketing

Ticketing Database and User Files

Reports in SITA Ticketing


Course Name E-Learning: SITA Reservations Desktop ‘Refresh’ - Agent

Delivery Mode Web

Duration 2-3 hours

Course Prerequisite(s) This course does not teach basic ticketing concepts and assumes that the audience is well versed in these. The PSL Reservations Training Curriculum can also be viewed.


Course Description This course consists of several modules that introduce the ‘Refresh’ SITA Reservations Desktop (SRDT) environment and cover processes such as signing in, creating and modifying bookings, searching for fare quotes, issuing tickets, and refunding and exchanging tickets.


Getting Started with SRDT

Creating Booking in SRDT

Fares and Pricing in SRDT

Ticketing in SRDT

Working with Existing Bookings in SRDT

Ticket Records in SRDT

Electronic Ticket Refunds in SRDT

Electronic Ticket Exchange in SRDT


Course Name E-Learning: SITA Reservations Desktop ‘Refresh’ - Supervisor

Delivery Mode Web

Duration 2-3 hours

Course Prerequisite(s) This course does not teach basic ticketing concepts and assumes that the audience is well versed in these. The PSL Reservations Training Curriculum – Agent/Supervisor can also be viewed.

Designed for Ticketing Supervisors

Course Description This course consists of supervisor-specific tasks in ‘Refresh’ SITA Reservations Desktop (SRDT) environment. It covers how to work with Queues. More tasks will be added later to the 'Refresh' environment.


Queues in SRDT

Introduction to Queues

Starting a Queue

Processing a Queue

Sending a Booking to Queue


Course Name E-Learning: iTravel® App Overview

Delivery Mode Web

Duration 50 minutes

Course Prerequisite(s) Not applicable

Designed for iTravel Users

Course Description This course consists of a video of the iTravel app booking, scanning a credit card, check-in, my trips, flight status, profile editing, and airline info. There is also an interactive demo allows you to see the iTravel app at work.


iTravel App End to End Video

iTravel App Overview


Course Name Horizon® Weight & Balance (for trainers)

Delivery Mode Web & Classroom

(1 day e-learning preparation, 3 days community class, 2 hours check and extend)

Duration 34 hours

Course Prerequisite(s) A minimum of 1 year working in a load control role and training experience is recommended.

Designed for Horizon Weight & Balance Trainers

Course Description This train-the-trainer course adopts an innovative new model that minimizes classroom time whilst maximizing the effectiveness of knowledge transfer. After students complete their preparation eLearning they work collaboratively with other students in a SITA community based class to problem solve real-life scenarios including non-standard workflows. This equips them with the skills required to train load control agents, supervisors and subscriber administrators.


Airline management

Airport management

Flights

Business rules

Assigning flights to load control agents

Preparing a flight for dispatch

Passengers and baggage

Seating distribution

Fuelling

Messages and documents

Dispatch

SITA University course catalog

Documents

Transcript of SITA University course catalog