Official Course Description: MCCCD Approval: 10/28/03

MCCCD Official Course Competencies:

AIR112  20036-99999

Airline Ticketing Procedures

1.

Write and perform entries required to build a passenger name record.(I)

2.

Define and explain terms related to basic sales concepts and sales analysis. (II)

3.

Demonstrate appropriate sales techniques. (II)

4.

Offer sale to the customer in a timely manner. (II)

5.

Make special offers to the customer when required. (II)

6.

Define and explain terms related to fares in the airline industry.(III)

7.

List and identify the fare basis elements. (III)

8.

Write and perform entries related to fares. (III)

9.

Select the lowest available one-day and round-trip fares for specific itineraries on a given display. (III)

10.

Create an itinerary using availability and shoppers (fare display).(I-III)

11.

Demonstrate the ability to produce and accept automated tickets. (IV)

12.

Describe all ticketing options. (IV)

13.

Write and perform basic ticket entries including fares. (V)

14.

Determine how and when to use special forms. (V)

15.

Demonstrate international ticketing procedures. (V)

16.

List the various acceptable forms of payment and demonstrate how to process each. (VI)

17.

Explain the various types of non-revenue and reduced-rate ticketing.(VII)

18.

Show the proper method to re-issue a ticket. (VIII)

19.

Define and explain terms related to Passenger Name Record. (IX)

20.

Identify each portion of an example Passenger Name Record. (IX)

21.

Review itinerary and record locator number. (IX)

22.

Provide ticket purchase information. (IX)

23.

Identify common hazardous materials. (X)

MCCCD Official Course Outline:

AIR112  20036-99999

Airline Ticketing Procedures

I.          Passenger Name Record

            A.        Components

                        1.         Phone Field

                        2.         Received From Field

                        3.         Itinerary

                        4.         Name Field

                        5.         Ticketing/Time Limit Field

                        6.         Fare Quote

            B.         Entries

                        1.         Basic Availability Display

                        2.         Additional Availability Entries

                        3.         Passenger Information Fields

                        4.         Connecting Flights

II.         Sales

            A.        Basic Sales Concepts

                        1.         Public Needs

                        2.         Advertising

            B.         Sales Game Rules

                        1.         Open-Ended Questions

                        2.         Controlling the Conversation

            C.        Sales Call Analysis

                        1.         Sales Call

                        2.         Information Call

            D.        Sales Effort

                        1.         Call Control

                        2.         Qualifying Needs of Passenger

                        3.         Listening Skills

                        4.         Overcoming Objections

                        5.         Return Inquiry

                        6.         Linking Features and Benefits

            E.         Ticket By Mail

            F.         Fare Quote

            G.        Advance Seat Assignment

III.       Fares

            A.        Fare Structure

            B.         Global Pricing

                        1.         Shoppers Displays

                        2.         Auto-Pricing

            C.        Restrictions

IV.       Automated Ticketing

            A.        Basic Ticket Entries

            B.         Ticketing Options

                        1.         Forms of Payment

                        2.         Name Selection

                        3.         Passenger Type

                        4.         Segment Selection

                        5.         Connection Selection

                        6.         No Fare

                        7.         Fare/Tax Input

                        8.         Foreign Currency

            C.        Linear Fare Ladders

                        1.         Read

                        2.         Construct

            D.        Miscellaneous

                        1. Conjunction Tickets

                        2. Re-issues

                        3. Automated Ticket Stock Inventory Sheet

            E.         Stored Ticketing

            F.         Ticketing Remarks

V.        Basic Ticketing

            A.        Flight Tickets

            B.         Universal Credit Card Charge Form

            C.        Miscellaneous Charge Form

            D.        Special Forms

            E.         International Ticketing Procedures

VI.       Forms of Payment

            A.        Cash

            B.         Check

            C.        Credit Card

            D.        Barter Card

            E.         Prepaid Ticket Advanced

            F.         Government Transportation Request

            G.        State Transportation Request

            H.        Transportation Voucher

            I.          Frequent Flyer Certificates

            J.          Other Passes

VII.      Non-Revenue Reduced Rate Ticketing

            A.        Passes

            B.         Refund Application

VIII.     Re-Issues

            A.        Even Exchanges

            B.         Add-Collects

            C.        Refunds

IX.       Passenger Name Record

            A.        Components

            B.         Phone Field

            C.        Received From Field

            D.        Itinerary

            E.         Name Field

            F.         Ticketing/Time Limit Field

            G.        Fare Quote

            H.        Ticket Purchase Information

X.        Hazardous Material

            A.        Code of Federal Regulations

            B.         Explanation

            C.        Emergency Procedures