This document provides guidelines for completing travel reservations for military and government customers. It outlines 10 steps for agents to follow, including selecting the correct customer account, booking flights and rental cars using government rates, offering hotels, collecting payment and security information, and ensuring proper back-office reporting. Adhering to these standards helps reduce costs and provides excellent customer service.

1. C opyright © 20 11-2012 CWT
Complete Reservation
Booking Process
Dee Rickert
Bldg 2180, S8th Ave, Ft. McCoy WI 54656
Tel + 1 608-269-4556 | Fax + 1-866-451-1045
drickert@cwtsatotravel.com
Ft. McCoy | January 2, 2014-

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Carlson Wagonlit Travel
LINK TO
STANDARD:
DOCUMENT OWNER: Dee Rickert
EFFECTIVE DATE: 01/02/14 RESPONSIBLE
ORGANIZATION:
Dee Rickert
Revision History
Version
Issue/
Revision Date
Revision History Details Author Date Approved by Date
1.00 01-Jan-2014 Original Document Dee Ricket 1/2/13
Responsibilities
Ensuring a reservation is complete the first time will drive a reduction in touches and enhance the customer experience.
References
2.3.1 - Complete Reservation

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Contents
1- INTRODUCTION........................................................................... 4
2- SCOPE ....................................................................................... 4
3- ABBREVATIONS, ACRONYMS & DEFINITIONS ................................... 4
4- PROCEDURES.............................................................................. 5
5- CONTROLS ................................................................................13
6- ATTACHMENTS...........................................................................13

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1- INTRODUCTION
The reduction in the number of touches per reservation will reduce the
cost per transaction and remove redundant work for agents. A complete
reservation will have all mandatory fields (including client defined references)
entered into a PNR during the reservation process.
2- SCOPE
Military and Government Division
FOP – form of payment
DK - Customer Number
DP - Department Code
3- ABBREVATIONS, ACRONYMS & DEFINITIONS
PNR – Passenger Name Record
1) Access the !CWST script. The script is mandatory and must be used on
all reservations to ensure all client reporting data is entered into the
reservation as well as back office information.
2) Enter the name of the requestor and how the information was received in
the following screen

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3) Select Create/Move Profile from the main menu
4) Choose which account the traveler is with. It’s important the correct
account is selected because each account has different requirements and
back office reporting information. Agent must utilize traveler’s profile if it
exists, or will select option A in the script on the main menu to build a shell
reservation. Note: It is important to verify the spelling of the name
phonetically if creating a shell profile.Below is an example when using a
traveler’s profile to create a shell:
5) Flights should be booked using government rates.
a. Fares must be reviewed prior to booking any flights to ensure you
are booking the contract carrier for the market the traveler needs to fly to
and from. The format to search for government rates is:
FQ(city from)(city to)(optional: Date of travel)GOV
Example: FQMSPDFW10NOVGOV
i. GSA fare contracts are negotiated every fiscal year, usually
completed by end of August and loaded into Sabre by September
b. Once the contract carrier is determined, book the flights selecting the
class of service for the fare.
i. 110NOVMSPDFW10A‡DL-K
ii. Note, if a KCA fare is the fare you’re trying to sell, it’s
recommended that you sell it in K class of service.
See example - 01K1
iii. Once flights are sold, verify your price using a combination of
any of the below formats.

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1. WPPGVT‡XR – domestic or international
2. WPPGVT‡XP – domestic or international
3. WPPGV1‡XP – domestic or international
4. WPPGV1‡XR – domestic or international
5. WPPGVT‡XR‡NC – finds the lowest fare
6. WPPGVT‡XR‡NCB – finds and BOOKS the lowest fare
XR – Without Restrictions (fully refundable fares)
XP – Without Penalties (ticket time limit, etc.) Note: XP can still be a
refundable ticket – make sure fare rules are checked.
Bargain Finder format:
WPNI – Finds alternate schedules with lower fares – all
carriers/multiple locations
WPNIN – Finds alternate schedules with lower fares – same city
Pairs
iv. Quote the fare to your traveler. Once the fare is agreed upon, do

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not store your fare – the script will store it for you.
6) Seats must be provided to the traveler and advised.
a. If you are unable to provide seats or book a non-preferred seat, add
itinerary remarks in the script as detailed later on.
b. View seat map: 4G1*, Sell a seat: 4G1/23D
c. View seat map: 4G1C*, Sell a seat: 4G1C/23
i. If seats are unavailable, add seat associated remarks based on
segment numbers
7) Offer a rental car using an open ended question and utilizing government
rates and CD numbers
a. Example car entries for airport locations:
1. CF1/2/CCAR/G – Sell a car between segments or
CFDFW/10NOV-12NOV/9A-330P/CCAR/G – Long sell format
2. Access vendor by entering CF*1 (line #1 on the availability
Screen
3. Verify your *C‡ remarks to ensure the car you are selling
requires a CD number and coupon code. Note: Do not
mention upgrade coupons
4. Sell your car with the appropriate format, ie:

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5. 0C1/CD-T788300/PC-UUWZ008
b. Example car entries for off-airport locations:
2. CQLZEDFW – CQL (Off airport) ZE (Car company) DFW –
City
3. Access car availability from CQ* line #
4. CQ*1/10NOV-12NOV/9A-330P/CCAR/G
5. Verify your *C‡
6. 0C1/CD-T788300/PC-UUWZ008
A. Additional tips for selling a car can be found in the following
SABRE star: N*-E65A-CAR
8) Offer a hotel using an open ended question and utilizing government
rates.
a. Hotel listing formats need to include FedRoom rates and SatoTravel
rates
i. HOTDFW/10NOV-12NOV1/ ‡XVU‡ XVC‡SGV/RC-G
b. Per our government contracts, we need to make sure we’re offering
FedRoom rates first and then SatoTravel rates.
c. Verify and confirm rate for your traveler.
Note: STATE GOVERNMENT RATES are not applicable to our
accounts – do not book these.
i. Avoid any restrictive/nonrefundable rates.
ii. Hotel rate must be within per diem. Verify your per diem at this
website: http://www.gsa.gov/portal/category/21287
iii. If hotel is over per diem – it must be documented that it was
advised to the traveler.
d. Selling the rate
i. Normal:

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0H1‡1/GVI4444333322221111EXP 10 12-SMITH
ii. Deposit:
0H1‡1/GDPSTVI4444333322221111EXP 10 12-SMITH
iii. Special Instructions:
0H1‡1/GVI4444333322221111EXP 10 12-SMITH/SI-NONSMK
9) Form of Payment - Form of payment information. A government credit
card is required for all government fares. To verify if a credit card number is
agovernment credit card, verify the fare rules of the government fares,
usually under SALES RESTRICTIONS.
a. Form of payment is present when using a travel profile. Select N if
alternate FOP is required.
b. Selecting a new form of payment:
i. Script verifies or changes DK/DP based on form of payment
selected
10) Wrap up script – This is MANDITORY for any new and changed
reservation. The only exception is if you’re cancelling a reservation. The
wrap up script will bring you through the following information:
a. Stored Fare – Every reservation must have a stored fare applicable to
the current itinerary and date. It’s mandatory that the script is
utilized to store the fare.

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b. TAW Line – a valid TAW line is required on every reservation. The
script guides the creation of a TAW line and setting the TAW date
Also allows modification of the date if deemed necessary for last date to
purchase itineraries.
Your ticketing date must be advised to the traveler to ensure
the traveler is aware when a reservation must be ticketed.
II. Back Office And Contract Reporting Requirements:
i. Comparison Fare:
ii. Compare Fare cont’:

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iii. Aqua Commands - enter price quote number as shown below
. Advises Aqua which price quote to print in itinerary/invoice
iv. Non-Use car and hotel:
c. Secure flight information – The script will prompt for secure flight
information. This is a mandatory field and we must have this
information to complete a reservation. If it cannot be provided, we will
not complete the reservation.

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4DOCS/DB/09OCT80/M/SMITH/JAMES-1.1
5P‡09OCT80/M/SMITH/JAMES
5H-GSECURE V2.5.072711/A/12JUL/1054
OR
3DOCS/DB/09OCT80/M/SMITH/JAMES-1.1
5P‡09OCT80/M/SMITH/JAMES
5H-GSECURE V2.5.072711/A/12JUL/1056
d. Script ends and retrieves PNR:
e. Proper Queue Placement – The reservation will be queue placed to
AQUA QC and any additional queues required by the account (for
example, DTS)

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QP/H6IC360/11‡E65A402/1
b. CONTROLS
Aqua QC FTY reports/trending and agent monitoring ensuring booking practices are
followed
c. ATTACHMENTS
NA