Maricopa Community Colleges  AMX110   19936-19994 
Official Course Description:   MCCCD Approval:  04/27/99  
AMX110      19936-19994 L+L 4 Credit(s) 6 Period(s)
Transportation Billing
Analytical, writing, and adjusting skills required to resolve airline billing disputes on large market and small business accounts. Emphasis on identification of airline billings, types of airline contacts, types of airline billings, and procedures for handling airline billing inquiries and disputes. Prerequisites: Departmental Approval.
 
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MCCCD Official Course Competencies:
 
AMX110   19936-19994 Transportation Billing
1. Identify an airline billing. (I)
2. Explain the role of the International Aviation Transport Association. (I)
3. Describe the different types of airline billings. (I)
4. List the types of exhibits acceptable for airline billing identification. (I)
5. Perform the steps to order financial capture microfiche. (I)
6. Describe the process involved in using the area settlement bank. (I)
7. List the different types of airline dispute cases. (I)
8. Differentiate between the types of airline contacts. (II)
9. Demonstrate the proper procedure to contact an airline. (II)
10. List the types of airline billing inquiries. (III)
11. Access the appropriate screens to gain information for resolving airline billing inquiries. (III)
12. Analyze and determine the course of action to be taken in an airline billing inquiry. (III)
13. Explain how to resolve airline billing disputes. (IV)
14. Perform airline chargebacks. (IV)
15. In role play, respond properly to the cardmember as well as the travel agents and airline service establishments. (V)
16. Formulate the appropriate resolution letter to a cardmember. (V)
17. Differentiate between free form and pattern paragraphs used in letters to cardmembers. (V)
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MCCCD Official Course Outline:
 
AMX110   19936-19994 Transportation Billing
    I. Identification of Airline Billings
        A. Types of Airline Billings
        B. International Aviation Transport Association
        C. Ticket Number Identification
        D. Airline Exhibits
          1. Flight Coupon
          2. Universal Charge Form
          3. Magnetic Tape Charges
          4. Area Settlement
          5. Boarding Pass
          6. Liability
          7. Overbookings
          8. Credit Receipts
          9. Lost Ticket Applications
        E. Flight and Baggage Insurance Programs
          1. Identification
          2. Criteria for Issuing Credits
        F. Airline Credits
          1. Types
          2. Ordering Copies of Credit Submitted
          3. Need for Copy
        G. Financial Capture Microfiche
          1. Pulling/Reading
          2. When to Order a Microfiche Copy
        H. National Account Matrix
        I. Area Settlement Bank
          1. Description of Process
          2. Identification of Area Settlement Bank Charges
        J. Dispute and Case Types
          1. General
          2. Lost Tickets
          3. Returned Tickets
          4. Magnetic Tape Billing
      II. Airline Contacts
          A. Types of Airline Contacts
            1. Express Inquiry
              a. Support of Charge
              b. Request for Credit
            2. Electronic Transmissions
            3. Transfer between Airlines
            4. Multiple Tickets
            5. Account Receivable Letter System
            6. Magnetic Tape
            7. Facsimile
          B. Procedures for Contacting an Airline
        III. Airline Billing Inquiries
            A. Types of Airline Billing Inquiries
              1. Misposted Airline Billings
              2. Tickets
                a. Returned
                b. Cancelled
                c. Lost
                d. By Mail
                e. Prepaid
                f. Conjunctive
              3. Cardmember Request for Support of Charge
              4. Duplicate Billings
              5. Miscellaneous Charge Orders
              6. Airline Bankruptcies
              7. Airline Central Billing
              8. Alternate Travel Arrangements
            B. Course of Action for Resolving an Airline Billing Inquiry
          IV. Inquiry Resolution Procedures
              A. Finalizing a Claim
              B. Regenerating Service Establishment Contacts
              C. Chargebacks to Airline
                1. No Reply
                2. Authorized by Airline
                3. Insufficient Response from Airline
                4. Declaration from Cardmember
              D. Contractual Time Frames for Chargebacks
                1. Identification
                2. Calculation
              E. Reversal to Cardmember
                1. Documentation Received
                2. Reversing Credit Received
              F. Resolving Airline Billing Disputes
            V. Means of Responding to Customers
                A. Service Establishment Notes
                B. Resolution Letters
                  1. To Cardmembers
                    a. Free Form
                    b. Pattern Paragraphs
                  2. To Service Establishments
                    a. Free Form
                    b. Pattern Paragraphs
                C. Travel Agency Inquiry Screen
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