Airline Ticketing and Reservations (Global Distribution Systems – GDS)

Course Title: Airline Ticketing and Reservations (Global Distribution Systems – GDS)

Executive Summary

This intensive two-week course provides a comprehensive overview of airline ticketing and reservations using Global Distribution Systems (GDS). Participants will gain hands-on experience with essential GDS functionalities, including flight availability, fare calculations, ticketing procedures, and reservation management. The course emphasizes practical application through simulated scenarios and real-world case studies, equipping participants with the skills to efficiently handle airline reservations and ticketing tasks. Furthermore, the course covers industry best practices, compliance requirements, and customer service techniques to ensure participants are well-prepared for roles in airlines, travel agencies, and related sectors. By the end of the course, participants will be proficient in using GDS to meet the demands of the dynamic travel industry.

Introduction

The airline industry relies heavily on efficient ticketing and reservation systems to manage bookings, inventory, and customer service. Global Distribution Systems (GDS) are central to this process, acting as intermediaries between airlines, travel agencies, and customers. This course provides a foundational understanding of GDS, equipping participants with the knowledge and practical skills needed to navigate these systems effectively. Participants will learn how to access flight schedules, availability, and pricing information, create and modify reservations, issue tickets, and handle various customer service inquiries. The course also covers the essential industry regulations and best practices that govern airline ticketing and reservation processes. Through hands-on exercises and real-world scenarios, participants will develop the confidence and competence required to excel in airline ticketing and reservation roles. This course is designed to meet the demands of the rapidly evolving travel industry, ensuring participants are equipped with the latest GDS skills and knowledge.

Course Outcomes

• Demonstrate proficiency in using GDS for airline ticketing and reservations.
• Effectively manage flight availability, fare calculations, and ticketing procedures.
• Create, modify, and cancel airline reservations using GDS.
• Apply industry best practices and compliance requirements in ticketing and reservations.
• Provide excellent customer service in handling airline reservation inquiries.
• Troubleshoot common GDS-related issues and resolve reservation discrepancies.
• Understand the role of GDS in the broader travel industry ecosystem.

Training Methodologies

• Interactive lectures and presentations.
• Hands-on GDS simulations and exercises.
• Real-world case studies and problem-solving scenarios.
• Group discussions and peer learning activities.
• Demonstrations of GDS functionalities and workflows.
• Role-playing exercises to practice customer service skills.
• Quizzes and assessments to evaluate learning progress.

Benefits to Participants

• Acquire in-demand skills in airline ticketing and reservations.
• Enhance career prospects in the travel industry.
• Gain practical experience using GDS software.
• Improve efficiency and accuracy in handling airline reservations.
• Develop strong customer service skills for interacting with travelers.
• Increase confidence in using GDS to manage airline bookings.
• Receive certification recognizing GDS proficiency.

Benefits to Sending Organization

• Improved efficiency in airline ticketing and reservation processes.
• Enhanced customer service and traveler satisfaction.
• Reduced errors and discrepancies in airline bookings.
• Increased revenue through optimized fare management.
• Improved employee skills and productivity.
• Reduced training costs through standardized GDS training.
• Enhanced reputation for providing high-quality travel services.

Target Participants

• Travel agents and consultants.
• Airline reservation staff.
• Tour operators and travel planners.
• Corporate travel managers.
• Hotel and hospitality staff involved in travel arrangements.
• Airport customer service representatives.
• Individuals seeking a career in the travel industry.

Week 1: GDS Fundamentals and Basic Reservations

Module 1: Introduction to Global Distribution Systems

1. Overview of GDS and its role in the travel industry.
2. History and evolution of GDS.
3. Key GDS providers: Amadeus, Sabre, Travelport (Galileo/Apollo).
4. GDS architecture and functionality.
5. Accessing and navigating the GDS interface.
6. Understanding PNR (Passenger Name Record) structure.
7. Basic GDS commands and syntax.

Module 2: Flight Availability and Schedules

1. Checking flight availability using GDS.
2. Understanding flight schedules and routings.
3. Interpreting flight information (aircraft type, meal service, etc.).
4. Using direct and non-direct flight options.
5. Searching for connecting flights.
6. Understanding airline codes and airport codes.
7. Practical exercises: Checking flight availability for various destinations.

Module 3: Creating and Modifying Reservations

1. Entering passenger names and contact information.
2. Selecting flight segments and classes of service.
3. Adding frequent flyer numbers.
4. Requesting special meals and services.
5. Adding remarks and OSI (Other Service Information) messages.
6. Modifying existing reservations (changing dates, flights, etc.).
7. Practical exercises: Creating and modifying reservations for different scenarios.

Module 4: Fare Calculations and Ticketing Basics

1. Understanding fare basis codes and rules.
2. Calculating fares using GDS.
3. Applying taxes and surcharges.
4. Issuing tickets using GDS.
5. Understanding different ticket types (e-tickets, paper tickets).
6. Voiding and refunding tickets.
7. Practical exercises: Calculating fares and issuing tickets for various itineraries.

Module 5: Introduction to Queues and Reporting

1. Understanding GDS queues and their purpose.
2. Moving PNRs to and from queues.
3. Working with different queue types (e.g., ticketing, cancellation).
4. Generating basic reports in GDS.
5. Tracking reservation activity.
6. Identifying and resolving queue-related issues.
7. Practical exercises: Managing PNRs in queues and generating simple reports.

Week 2: Advanced Ticketing, Customer Service, and Industry Practices

Module 6: Advanced Fare Calculations and Ticketing

1. Using advanced fare calculation options.
2. Understanding round-the-world fares.
3. Applying fare rules and restrictions.
4. Managing multi-city itineraries.
5. Handling group bookings.
6. Using negotiated fares and corporate discounts.
7. Practical exercises: Calculating fares for complex itineraries.

Module 7: Seat Assignments and Special Services

1. Assigning seats using GDS.
2. Requesting specific seat preferences (aisle, window, etc.).
3. Managing seat maps.
4. Requesting special services for passengers with disabilities.
5. Arranging for unaccompanied minors.
6. Handling baggage allowances and fees.
7. Practical exercises: Assigning seats and requesting special services for various passengers.

Module 8: Customer Service and Communication

1. Providing excellent customer service in airline reservations.
2. Handling customer inquiries and complaints.
3. Communicating effectively with passengers.
4. Managing reservation changes and cancellations.
5. Assisting passengers with flight delays and cancellations.
6. Providing information on visa and passport requirements.
7. Role-playing exercises: Handling various customer service scenarios.

Module 9: GDS Security and Compliance

1. Understanding GDS security protocols.
2. Protecting passenger data and privacy.
3. Complying with industry regulations (e.g., PCI DSS).
4. Preventing fraud and unauthorized access.
5. Reporting security breaches.
6. Understanding airline ticketing policies and procedures.
7. Practical exercises: Identifying and preventing potential security risks.

Module 10: Industry Best Practices and Emerging Trends

1. Following industry best practices in airline ticketing and reservations.
2. Staying up-to-date with emerging trends in the travel industry.
3. Understanding the impact of technology on airline reservations.
4. Exploring the future of GDS and online travel booking.
5. Networking with industry professionals.
6. Preparing for certification exams.
7. Final project: Creating a comprehensive travel itinerary using GDS.

Action Plan for Implementation

1. Practice GDS commands and functionalities regularly to reinforce learning.
2. Seek opportunities to apply GDS skills in real-world scenarios.
3. Stay updated on industry changes and GDS updates.
4. Obtain GDS certification to demonstrate proficiency.
5. Network with other travel professionals to share knowledge and best practices.
6. Seek feedback from supervisors and colleagues to improve performance.
7. Continuously strive to enhance customer service skills in airline ticketing and reservations.