The document provides a comprehensive overview of various airline terminologies and concepts essential for understanding the airline industry, particularly for those aspiring to work as reservation agents. Key terms covered include airline and airport codes, types of flights, ticketing options, and membership programs. Additionally, the document explains fare constructions, itinerary types, and ticketing processes, with a focus on United Airlines' operations and terminology.

2. Objectives To be able to know different airline terminologies. To get a grasp of how the airline industry works. To be proficient with travel basics and become effective reservation agents.

3. Airline Terminology ATO – Airline Ticketing Office Carry On – Baggage that is not checked for travel and instead is carried onto the plane with the customer. Same with “hand-carry” City Code – a code representing the whole city. Ex. Chicago's city code is CHI. It’s airport code is ORD.

4. Airline Terminology Codeshare – An airline partner who operates its own aircraft and has its own employees but shares a UA flight number for a segment of the country’s itinerary. Connection – A flight schedule, which takes a customer from their origin to destination requiring at least one, change of aircraft and flight number.

5. Airline Terminology Diversion – A city other than the destination where a plane is forced to land, usually due to weather or mechanical problems. Downline – Succeeding flight/s after the departure flight. GAF – Guaranteed Airfare indicates that the fare paid cannot increase unless a voluntary change is made to the itinerary or outbound flight.

6. Airline Terminology GDS – Global Distribution System; a computer reservations system, or CRS, is a computerized system used to store and retrieve information and conduct transactions related to travel. Originally designed and operated by airlines, they were later extended to travel agents as a sales channel; The reservation network which links bookers such as travel agencies to travel suppliers‘ booking systems (such as airlines).

7. Airline Terminology First Flight Out – Earliest flight of the day starting from 6am. Last Flight Out – Last flight leaving. Non-Stop – A flight schedule, which takes a customer from origin to destination without an intermediate stop. Outbound/ Origin – A flight schedule, which takes a customer from origin to destination without an intermediate stop. Also known as the departure flight.

8. Airline Terminology PNR – Passenger Name Record or Itinerary. Red Carpet Club – A members only club that offers airport lounges for members. Yearly dues are charged. Red Eye Flight – Flight that departs after 9pm and arrives destination the following day.

9. Airline Terminology PNR – Passenger Name Record or Itinerary. Red Carpet Club – A members only club that offers airport lounges for members. Yearly dues are charged. Red Eye Flight – Flight that departs after 9pm and arrives destination the following day.

10. Airline Terminology Stopover – A stop where the passenger stays at the airport/city for more than 4 hours before connection/next flight departs. Lay over – A stop where the passenger stays at the airport/city for less than 4 hours before connection/next flight departs. Concourse – The part of an airline terminal between the security area and the departure gates.

11. Airline Terminology Direct – A flight schedule that has one flight number throughout the journey but includes one or more stop. There is no change of plane. Exchange – the process of using the value of one ticket toward the purchase of a new ticket. Also known as reissue.

12. Airline Terminology Support Ticket – A ticket whose value is used in a ticket transaction either in an exchange towards the purchase of a new ticket or for a refund. Residual Value – The remaining value of a support ticket. E-Ticket – Electronic ticket.

13. UA Terminology Saver Award – Available for as few as 25,000 miles on United-operated flights and our partner airlines - with some restrictions. Standard Award – Gives you flexibility to fly anytime seats are available on United-operated flights for the flight and class service requested.

14. UA Terminology Upgrade Award – you can use your Mileage Plus to upgrade to the next class of service with your paid ticket on selected fares. Elite Qualifying Miles – are not redeemable for flights, but do count toward Elite status. Total EQM balance may include miles from United, United Express, Ted, US Airways or Star Alliance flights as well as any high-yield bonus (after 1-1-04) and promotional miles.

15. Mileage Plus

16. Enrollment Ways to Enroll: Online UA Reservations Mileage Plus Customer Service Travel Agency Enrollment Letter Instant Enrollment*

17. Member Types General Elite Premiere – 25k EQMs/ 30 EQS Premiere Executive – 50 EQMs/ 60 EQS 1K – 100,000 EQMs/ 100 EQS

18. Others Million Miler – MP members who have earned at least a million of miles from date of enrollment. Global Services – An enhanced level of membership that is advertised within the Elite group (but considered separate.) Members are nominated by United based on a certain criteria.

19. Accrual Flight Miles Miles earned through flying United, United Express, Ted, Star Alliance members and Partner Airlines. Non-Flight Miles Miles earned through any of our non-air partners. (Hotels, Groceries, Car Rentals, MP Visa, etc.)

20. Redemption Award Tickets Standard and Saver Awards Upgrade Awards Upgrade one class higher 500 mile e-upgrades, confirmed regional upgrade and systemwide upgrade

21. United Aircrafts

22. United Fleet United – Flagship United Express – Operated by other carriers Ted – Low cost carrier

23. Classes of Service United First United Business United Economy United Economy Plus* -34 to 36 inches of pitch compared to the standard 31 inches. -available in the first 6 to 11 rows in the economy class cabin of all 2 and 3 cabin aircraft.

24. Boeing 737 Boeing 737-300 Availability Code 733 F=8, Y=112 -120 Boeing 737-500 Availability Code 735 Narrow Body F=8, Y=96 - 102

25. Seat Map Boeing 737

26. Boeing 747 Boeing 747-400 Availability Code 744 Wide-Body F=14, C=73, Y=260

27. Seat Map Boeing 747

28. Boeing 757 Boeing 757-200 Availability Code 752 Narrow-Body 2 Cabin: F=24, Y=158 Boeing 757-200 Availability Code 757 3 Cabin: F=12, C=26, Y=72

29. Seat Map Boeing 757

30. Boeing 767 Boeing 767- 300 Availability Code 763 Wide-Body 2 Cabin: F=34, Y=210 3 Cabin: F=10, C=32, Y=151

31. Seat Map Boeing 767

32. Boeing 777 Boeing 777-200/222 Availability Code 777 Wide-Body 2 Cabin: F=36, Y=312 3 Cabin: F=10-12, C=45-49, Y=197-198

33. Seat Map Boeing 777

34. Airbus Airbus A319-100 Availability Code 319 F=8, Y=112 Airbus A320 Availability Code 320 2 Cabin: F=12, Y=126 Airbus A320 - TED Availability Code 32S Narrow-Body 1 Cabin: Y=156

35. Seat Map Airbus 319/320

36. British Aerospace British Aerospace 146 Availability Code 146 Narrow-Body – Jet Y = 88

37. Seat Map British Aerospace 146

38. Canadair Regional Jet Canadair Regional Jet RJ500 Availability Code CRJ Narrow Body – Jet Y = 50 Canadair Regional Jet RJ700 Availability Code CR7 Narrow Body – Jet 2 cabin: F=6, Y = 58 - 60

39. Seat Map Canadair Regional Jet

40. Dehavilland Dash 8 Dehavilland 8 Availability Code DH2 Turbo-prop Y = 37

41. Seat Map Dehavilland Dash 8

42. Brasilia 120 Brasilia 120 Availability Code EM2 Turbo-prop Y = 30

43. Seat Map Brasilia 120

44. Embraer Regional Jet Embraer RJ170 Availability Code E70 Regional Jet F = 6, Y = 64 Embraer Regional Jet Availability Code ER4 Regional Jet Y = 50

45. Seat Map Embraer RJ170

46. Saab SF3 Saab SF3 Availability Code 340A Turbo-prop Y = 30 Saab SF3 Availability Code 340B Turbo-prop Y = 34

47. Seat Map Saab SF3

48. Hubs and Spokes

49. Hubs is where airlines have centralized their operations at airports. are chosen because of the location, resources and facilities. United has 5 domestic hubs. *SOLID – SFO, ORD, LAX, IAD, DEN United’s international hubs are NRT and LHR.

50. Spokes are less in demand cities connecting from hubs. Each airline has it’s own hub

51. Hubs and Spokes SPOKES HUB DEN ABQ MSP

52. Types of Itineraries

53. One Way BIL SLC

54. One Way ORD PHX PHL

55. Round Trip LAX MSY

56. Round Trip LAX MSY DEN

57. Circle Trip DFW DSM BNA

58. Circle Trip DFW DSM BNA ORD

59. Open Jaw LAS MCI TUS

60. Open Jaw LAS MCI TUS CPR

61. Tickets

62. Tickets Paper Ticket – physical ticket E-ticket – Electronic ticket

63. Paper Ticket Fee: $75 The fee applies to all classes of service and all customers, regardless of elite status. The fee does apply to Mileage Plus award tickets. The fee is assessed per person, not per PNR. The fee will show as a separate charge on the customer's credit card. If the customer requests a receipt be mailed, it will be mailed separately from the ticket. Paper Ticket

64. When else is the fee applicable? If a customer voluntarily converts a United Airlines (016) E-Ticket to paper. If a customer requests an already-issued paper ticket be reissued. Paper Ticket

65. When is the fee NOT applicable? Any situation where electronic ticketing is unavailable. If the paper ticket is purchased through United.com but for a different carrier. If the paper ticket is purchased through a Web site other than United.com. Paper Ticket

66. If the purchase, conversion or reissue occurs at a ticketing outlet outside of the United States, Puerto Rico or U.S. Virgin Islands. If the customer requires a paper ticket due to irregular operations. Paper Ticket

67. Paper Ticket

68. E-Ticket The first choice of ticketing is through a process called electronic ticketing (E-Ticket). With an E-Ticket, a receipt will be mailed or faxed to the account holder. If a customer changes or cancels an award E-Ticket, a $100 fee is applicable.

69. E-Ticket Not all our partners can issue E-Tickets. The ones that can are: Air Canada All Nippon Aloha Emirates Great Lakes Aviation Lufthansa US Air

70. E-Ticket

71. Receipts/ PNR

72. Receipt

73. Fare Construction XF – Passenger Facility Charge (either $4.5 or $3/ Should not be over $18) US – Transportation Tax (7.5%) AY – Security Fees ($2.5/ Should not be over $10) ZP – Segment Tax ($3.30) XT – Total Tax Q – Fuel Surcharge* (only in LF)

74. Linear Fare

75. Fare Basis Example: WA14AN This is a discounted economy ticket on W class that requires a 14 day advance purchase and is non-refundable.

76. Fare Basis 1XXXXXXX – 1st Position: Prime booking code identifies fare type paid by the customer. F – First class A – First class discounted P – Sleeper seat C – Business class Z – Business class discounted

77. Fare Basis Y – Full fare economy B,E – Discount economy, usually less restrictive U – Discount economy, possible restrictions M,H,Q,B,W,S,T,V – Discount economy

78. Fare Basis X2XXXXXX – 2nd Position: Special restrictions such as day of the week, or season indicator. E – Excursion (min/max likely) H/L | W/F | B/S | P/O – Day of the week R – Round trip A – Advance purchase 1 – Must be on non-stop M – Military CA – Government contract DB – Government contract

79. Fare Basis XX345XXX – 3rd – 5th Position: Fare and customer type code. FRE – Free companion COM/CMP – Revenue companion SR/CD – Senior fare YTH – Youth C / CH – Child’s fare ML / MM - Military

80. Fare Basis E – Excursion (min/max likely) A – Advance purchase D/X – Day of the week followed by number for specific day HOL – Holiday W – Weekend 0/1/3/7/10/14/21/30 – Advance number of days

81. Fare Basis XXXXX678 – 6th – 8thPosition: Unique characteristic of the fare. N/NR – Non-refundable R/Q – Minimum stay provisions S – Stopover FS/F – Flight specific fare C / CH – Child’s fare T/TV – Time verified fare

82. Fare Basis X – Surcharge exempt A1 – 1 day minimum stay N6/ N6R / N6Q – Friday night min. J / L / D / I / M – JFK/ LGA / DCA / IAD / MDW

83. Questions?