H3025 TIKETAN DAN TEMPAHAN

(Ticketing and Reservation)

TOPIK A: INTRODUCTION
 RESERVATION
Written or oral communication to
hold a room, seat or place for a
customer as requested by the
customer.
A promise of service
 TICKETING

ISSUANCE PROCESS OF LEGAL DOCUMENT

BY TRANSPORTATION COMPANY OR AGENT
TO ENABLE CUSTOMER TRAVEL
ACCORDINGLY TO SPECIFIC TERMS &
CONDITIONS
1. Reservation Coordinator
- handle bookings from travel agencies and
public
- must be able to advise on suitable holidays
- must posses detailed knowledge on products
2. Operation Administrator
- process the reservations made by clients and
travel agencies
- issue tickets
- handle all related document – tickets, invoice,
insurance policies etc
- contact airlines, hoteliers, ground handlers etc
to utilise the reservation made
3. Client Service Operator
- deal with enquiries after reservation has
been made
- Deal with problem customer

4. Retail Operator
- handle direct bookings and specialised
business
- deal with MICE organisers
 TASK AND DUTY OF RESERVATION
AND TICKETING STAFF
A. Personal Hygiene
B. Good Housekeeping
C. Operate and Use CRS Terminal
D Operate and Use Message Printer
E Operate and Use Ticket Printer
F. Determine Point to Point and Domestic Air Fares
G. Determine Car Rental, Rail, Motor Coach, Sea
Transportation, Accomodation and Insurance Rate
H. Determine Airline Special Fares Valid on a Specific
Carrier
I. Determine Tour Package Rate
J. Make Airline Reservations
K. Make Car Rental Reservations
L. Make Accommodation Reservations
M. Issue Airline Tickets
 TASK AND DUTY OF RESERVATION
AND TICKETING STAFF

A. Personal Hygiene

1. Wear clothes according to company’s

requirement
2. Appear presentable and neat hair-cut, clean
shaven, no slippers, jeans, sandals and sport
shoes
3. Use appropriate deodorant/cologne
4. Do not eat, drink or smoke at the counter
 TASK AND DUTY OF RESERVATION
AND TICKETING STAFF

B. Good Housekeeping

1. Keep a proper inventory of tools and equipment

2. Clean your desk/drawer
3. Arrange work station in proper order
4. Arrange brochures and other displays in proper
order
5. Main cleanliness/sanitation at the office
6. Ensure counter and floor area are clean and tidy
 TASK AND DUTY OF RESERVATION
AND TICKETING STAFF
C. Operate and Use CRS Terminal

1. Identify the components and its functions

2. Switch on power supply
3. Switch on the computer
4. Ensure power on indicator of the computer is on
5. Ensure MODEM lights are on and flickering
6. Ensure staff of message indicator appears
7. Key in sign in code
8. Proceed with the process of reservation
9. Key in sign out code when tasks completed for the day
10. Switch off the computer at the end of the day
11. Identify and report faults
 TASK AND DUTY OF RESERVATION
AND TICKETING STAFF

D. Operate and Use Message Printer

1. Identify the components and its functions

2. Switch on the power supply
3. Load and adjust the paper
4. Ensure message is printed
5. Report fault and malfunction
6. Switch off the power supply at the end of day
7. Maintain the equipment is in good order
 TASK AND DUTY OF RESERVATION
AND TICKETING STAFF

E. Operate and Use Ticket Printer

1. Identify the components and its function

2. Switch on the power supply
3. Load and adjust the ticket
4. Ensure the ticket is printed
5. Switch off the power supply at the end of the
day
6. Report faults and malfunction
7. Maintain the equipment in working order
 TASK AND DUTY OF RESERVATION
AND TICKETING STAFF

F. Determine Point to Point and Domestic Air Fares

1. Identify the itinerary

2. Identify the publication / method to obtain air fares
3. Identify the types and range of fares to be used
4. Select the fares to be used from the option available taking
into account the fares condition
5. Secure customer approval
 TASK AND DUTY OF RESERVATION
AND TICKETING STAFF

G. Determine Car Rental, Rail, Motor Coach, Sea

Transportation, Accommodation and Insurance
Rates

1. Establish the location for car rental, destination, motor

coach etc…
2. Establish the port for sea transportation
3. Obtain rates from relevant operators according to the
booking made
4. Determine the applicable rates according to the
customers needs / requirements
5. Apply discounts (when applicable) with the approval of
a superior officer
6. Include insurance requirement
7. Advise deposit requirement
 TASK AND DUTY OF RESERVATION
AND TICKETING STAFF

H.Determine Airline Special Fares Valid on a Specific

Carrier

1.Determine the various types of special fares available

2. Establish the fare conditions
3. Determine the mode of payment
 TASK AND DUTY OF RESERVATION
AND TICKETING STAFF

I. Determine Tour Package Rate

1. Obtain the applicable packages - airlines, agents, operators

2. Calculate the rates according to- destinations, duration, number
of pax, type of accommodation, tour arrangement, special
requirements, special type of class, season (peak/off peak)
3.Determine deposit conditions and dateline, cancellation fees and
refunds.
4. Identify the mode of payment
5. Reconfirmation of the arrangements
6. Check validity and travel documents
 TASK AND DUTY OF RESERVATION
AND TICKETING STAFF

J. Make Airline Reservations

1. Obtain pax name as appears on the passport

2. Obtain contact address and phone number (home or office)
3. Obtain itinerary detail of ;
- origin / destination
- date / time of travel
- flight / class
- number of seats
- any special request
- other services information
4. Create PNR
5. Give flight status / confirmation
 TASK AND DUTY OF RESERVATION
AND TICKETING STAFF

K. Make Car Rental Reservations

1.Identify type of car and vendors

2.Identify pick up point and drop off point
3.Identify the rate and the formof payment
4.Explain insurance, age and driving license and
other requirements
5. Obtain customers particulars and special
request
 TASK AND DUTY OF RESERVATION
AND TICKETING STAFF

L. Make Accommodation Reservations

1. Obtain customers particulars and special requests

2. Obtain location
3. Inquire class of hotel or hotel name, type of room,
check-in and check-out dates
4. Qoute the hotel rates and explain services offered
5. Identify form of payment
6. Identify flight information, if any.
 TASK AND DUTY OF RESERVATION
AND TICKETING STAFF

M. Issue Airline Tickets

1. Identify the method of issue: by writing or printing

2. Select the numbered ticket according to ticket
numbering system
3. Check the customers request of PNR
4. Confirm reservations with airline / check tickets status
5. Complete the necessary boxes of the ticket in
accordance to IATA regulations or airlines requirement
6. Validate the ticket with an authorised validator or sign
7. Extract all relevant coupons (audit, agent, void)
8. File agent copy
 RELATIONSHIP BETWEEN AIRLINES, TRAVEL
AGENTS AND CUSTOMER
To identify availability of
(Airlines) airline seat
Through
To identify customer needs
Computer
– class, date, departure
Reservation
time and destination
System **
-Galileo
(Travel Agent) To reserve airline seat
Issuance ticket
-Abacus
-Kommas
-Amadues
-Sabre

(Customer) Receive ticket

**Global Distribution
System
 Reservations Process/Procedure
Guest Enquiry

Check the vacant/availability (service fare/rate)

Confirm rate and collecting the customer detail

Application for guaranteed payment

Print and issuing the reservation confirmation number

Reconfirmation Modify/Amendment
Cancelleation

Check-in/ Arrival Registration

Check- in
 Modifications
Changes upon the reservation made earlier.

Changes can be in terms of :

* number of passengers
* dates
* number of days
* types of activities
* types of room
 Cancellation
Occurs in 4 conditions :

* cancelled by manufactured of supplier

* cancelled by wholeseller or tour operator
* cancelled by customer
* cancelled by natural disaster
COMPUTER RESERVATION SYSTEM (CRS)

OVERVIEW
Term used in the travel industry for
the main computer database of an
airline company that contains travel-
related information such as fares,
flight schedules, seat numbers and
special meals, and allows travel
agents to make reservations, print
tickets and other documents for their
agents
COMPUTER RESERVATION SYSTEM (CRS)

• First developed in the 1960’s and 1970’s

• Seen as devices for saving time and labour in handling
large and growing amounts of flight reservations data
• Airlines are first to invest in CRS
• Later in the 1970’s CRS made their systems available

“ To manage a business well is to manage its future

and to manage its future is to manage its information”

KOTLER 1989
 SEJARAH PERKEMBANGAN SISTEM TEMPAHAN
BERKOMPUTER
KAWASAN IATA 1
Tahun Perkembangan Sistem Tempahan
1939 ENIAC (Electronic Numbering Integrator, Analyzer and
Calculation)
Dicipta oleh pihak tentera untuk merekod nama tentera untuk
menaiki pesawat untuk berkhidmat di merata tempat yang telah
ditetapkan
Alat komputer yang digunakan amat besar dan diisi dalam
beberapa buah bilik
1950an Penempahan dan proses tiketan dilakukan oleh syarikat
penerbangan sendiri
Industri pengangkutan udara secara komersil pesat membangun
Tempahan dan tiketan dilakukan melalui telefon atau pelanggan
datang sendiri ke pejabat
1960an Maklumat penerbangan dan kadar diisi dalam mikrofilem
Maklumat diisi dalam tiket menggunakan mesin taip
 SEJARAH PERKEMBANGAN SISTEM
TEMPAHAN BERKOMPUTER
KAWASAN IATA 2
Tahun Perkembangan Sistem Tempahan

1970an Perkembangan sistem tempahan berkomputer yang meluas dikawasan

IATA 1 telah menarik perhatian syarikat-syarikat penerbangan di
kawasan IATA 2
1980an Beberapa syarikat penerbangan telah bergabung untuk mewujudkan
sistem tempahan secara on-line

AMADEUS adalah antara sistem terawal yang wujud di Eropah

Sistem ini dihasilkan oleh beberapa syarikat penerbangan seperti
Lufthansa, Air France, Iberia dan SAS (Scandinavian Airlines System)
Pada awalnya AMADEUS berpusat di Munich dan segala pemprosesan
dilakukan disini
British Airways, KLM, Swiss Air dan COVIA (United Airlines
Automation Vendor), berjaya menghasilkan satu lagi sistem yang
dinamakan GALILEO
1990an GALILEO berpusat di US dan meluas ke Asia Pasifik
 SEJARAH PERKEMBANGAN SISTEM
TEMPAHAN BERKOMPUTER
KAWASAN IATA 3

Tahun Perkembangan Sistem Tempahan

1980an Penggunaan sistem tempahan berkomputer di kawasan IATA 3 bermula
lebih lewat dari kawasan IATA 1 dan 2
Penggunaan sistem tempahan berkomputer yang meluas di kawasan IATA
1 dan 2 telah menarik perhatian syarikat-syarikat penerbangan dikawasan
IATA 3 untuk berusaha mewujudkan sistem sendiri
Pertengahan 1980an, 4 syarikat penerbangan yang termaju di Asia iaitu
Singapore Airlines, Cathay Pacific Airways, Chinese Airlines dan Royal
Brunei telah menghasilkan sistem ABACUS
ABACUS adalah suatu sistem yang berasaskan teknologi daripada sistem
PARS
Penghujung 1980an FANTASIA dihasilkan oleh dua buah syarikat iaitu Nippon Airways dan
QANTAS
1990an Kebanyakan syarikat penerbangan di kawasan IATA 3 telah menggunakan
sistem tempahan berpusat iaitu ABACUS
Disamping itu, masih terdapat sistem sendiri yang masih digunakan iaitu
seperti KOMMAS untuk Malaysia Airlines, Japan Airlines dengan sistem
JALCOM, Nippon Airways dengan AXXES
COMPUTER RESERVATION SYSTEM (CRS)

1. KOMMAS
- System used by Malaysia Airlines
- To make flight reservations for Malaysia Airlines only
- Connected to ABACUS
- Widely used by travel agencies around Malaysia

2. ABACUS
- Widely used in Asia Pacific region
- Connected to almost all major systems world wide
- Has more thant 10,000 terminals connected to travel agencis and
airlines agent world wide
- Malaysia is one of the major user of ABACUS
COMPUTER RESERVATION SYSTEM (CRS)

3. SABRE
- Among the most popular system
- In the United States the largest share is taken by Sabre
- This make the system has the largest number of terminal in the US
- It favours the Airlines in US and also connected to train
reservations
4. AMADEUS
- Invented by France Airlines
- Widely used in Eroupe
- This is the most user friendly system
COMPUTER RESERVATION SYSTEM (CRS)
5. GALILEO INTERNATIONAL

- Galileo International ditubuhkan pada 1987

- Ibu pejabat di Colorado, USA
- Berfungsi melengkapkan teras perkhidmatan tempahan untuk
semua NDC
(National Distribution Company)
- Bertanggungjawab mengawal operasi komputer, pangkalan data
dan
kemudahan telekomunikasi rangkaian setiap negara diseluruh
dunia
- Banyak produk ditawarkan oleh Galileo, antaranya kereta sewa,
tiket
penerbangan dan cruise
-Bagi pakej pelancongan terdapat syarikat lain yang bekerjasama
dengan
COMPUTER RESERVATION SYSTEM (CRS)

-Terdapat 2 kaedah untuk membuat tempahan iaitu:

a) FOCALPOINT
Sistem yang menggunakan beberapa windows dan banyak
arahan yang
perlu diingat semasa tempahan dibuat

b) VIEWPOINT
Sistem yang lebih mudah, ianya menggunakan tetikus dan
menu dalam
windows.
 Carta Aliran maklumat
SUPPLIER
Syarikat Penerbangan, Kereta Sewa, Hotel
Cruise, Feri, Keretapi ETC.

Terminal
Supplier

SERVER
( ABACUS,GALILEO,AMADEUS,SABRE
ETC…..)

Terminal
Interchange
AGENSI PELANCONGAN
 Konsep CRS
Mengikut carta aliran maklumat ,
terdapat 5 elemen yang melengkapkan
sesuatu sistem CRS.

5 elemen tersebut ialah : Server,

Supplier Terminal, Supplier Set, Agen
Set dan Terminal Interchange.
 Server
• Juga dikenali sebagai Central Processor
• Merupakan satu set komputer yang
menguruskan perkongsian satu rangkaian
pengguna setempat atau secara khusus
• Peranan lain ialah menguruskan giliran aliran
maklumat dan arahan mencetak
• Memerlukan ingatan (memory )yang
berkapasiti tinggi untuk menyimpan pelbagai
maklumat untuk setiap produk yang
ditawarkan
• Contoh server yang wujud ialah SABRE,
ABACUS, GALILEO dan sebagainya.
 SUPPLIER TERMINAL
• Merupakan satu litar yang menyambung
server dan supplier
• Fungsi litar ini adalah sama dengan terminal
interchange di mana ia adalah litar penukaran
maklumat di antara supplier dan server.
 SUPPLIER
• Adalah pengeluar kepada setiap produk
pelancongan
• Antara supplier yang berkaitan adalah syarikat
penerbangan, kereta sewa, hotel, syarikat feri,
cruise dan sebagainya
• Supplier mestilah menyediakan segala maklumat
yang perlu yang selaras dengan sistem tempahan
berkomputer yang dilanggan
 Agent Set
• Adalah satu set komputer yang lengkap yang
mengandungi CPU dan papan kekunci
• Sekiranya agen mempunyai stok tiket, agen mesti
mempunyai printer sekurang-kurangnya sebanyak 2
buah untuk kegunaan domestik dan antarabangsa
• Seandainya agen mempunyai beberapa orang pekerja,
agen mesti mempunyai sistem jaringan dalaman yang
dihubungkan dengan satu talian yang disambung
dengan terminal interchange.
 Terminal Interchange (Talian)
• Satu alat perhubungan yang berperanan sebagai
penghubung untuk sesuatu komunikasi
• Talian atau litar ini adalah merupakan tempat
penukaran maklumat yang silih berganti atau
dikenali juga sebagai “switch board”
• Contoh perhubungan ialah; agen akan menghantar
maklumat kepada server melalui ini, dan server
akan menghantar maklumat balas melalui terminal
yang sama
• Kerosakan atau gangguan terminal menyebabkan
sistem di sesuatu agen tidak berfungsi
• Contoh terminal interchange yang terdapat di
Malaysia ialah Jaring dan Tmnet.
 Manual Reservation System
3 methods uses in recording reservation details
•Index Cards - arranged according types of product, types of
destination,
types of holidays or packages
- every reservations staff must know how to use the
index card
- different company uses different format
* Wall Charts - reserved products are listed on weekly basis
- columns are divided according to types of products;
e.g
room, seat, activities
- if a client make a reservation for a package; there
will
be marks on every column
* Log Book - normally used by small hotels and travel agents
- log book will be divided into columns according to
room number or product number
1. Atlas
2. Official Airlines Guide (OAG)
3. Air Tariff
4. Passenger Tariff
5. MAP
1. OAG (Official Airline Guide)
• A printed resource that lists flight schedule and
related travel information
• Two editions :
I. The North Americans Edition
- includes over 250,000 flight schedule
throughout US,
Canada, Mexico and Caribbean
ii. The Worldwide Edition
- contains more than 480,000 flight schedule to
destination around the world
Content:
a) Flight schedules
b) Connecting
times
c) Aircraft seating
plans
d) Flight routings
e) Airline
information
f) Local time
g) Country
information
2. Air Tariff
A book containing published information
about air fares
Content:
a) World wide fares
b) World wide rules
c) Ticketed Point Mileage (TPM)
d) Maximum Permitted Mileage (MPM)
3. Passenger Tariff
A book containing published current
information about fares rules,
agreement between countries and credit
card acceptance