Training on Ticketing and Reservation(GDS-Sabre)-RTO/RPL-NTVQF Level 2(BTEB)

Presentation on
Ticketing and Reservation (NTVQF L-2)Course

Md Shaifullar Rabbi
Assistant Manager
Customer Support and Training Department
Sabre Travel Network Bangladesh Limited
Assessor- Ticketing & Reservation,
Bangladesh Technical Education Board
BBA & MBA
Major in Tourism and Hospitality Management
Faculty of Business Studies
University of Dhaka
Md Shaifullar Rabbi, Assistant Manager, Sabre Bangladesh

Assessment Rules & Regulations
Sector: Tourism & Hospitality
Occupation: Ticketing and Reservation
Standard: NTVQF Level 2
Assessment will be held under Bangladesh Technical Education Board and Assessed By
Assessor
CBT&A- Competency Based Training and Assessment
Assessment Process:-
oWritten Test
oDemonstration Test
oOral Test
Passing System – Competent(C) Or Not Yet Competent(NYC)
Output- Competency Assessment Result Summary (CARS) Md Shaifullar Rabbi, Assistant Manager, Sabre Bangladesh

Module 1. Apply OSH Practices in Workplace
Physical Hazards: Hazards due to the transfer of energy between an object and a worker.
Chemical Hazard: Hazards arise from inhaling chemical agents in the form of vapors, gases, dusts, fumes,
mists, or by skin contact with these materials.
Biological Hazards: Hazards are caused by living organisms which include insects, molds, fungi, viruses,
and bacterial contamination; from defects in sanitation and housekeeping procedures, such as in the
provision of potable water, removal of industrial waste and sewage, food handling and personal
cleanliness.
Ergonomic Hazards: Hazards are commonly seen in the workplaces which are improperly designed tools or
work areas, improper lifting or reaching, poor visual conditions or repeated motions in an awkward
position that may be responsible for fatigue, stress and strain and may lead to accidents in the
occupational environment.
Signal Word: The large word at the top of the label is called the signal word.
DANGER. Use to indicate an imminently hazardous situation which, if avoided, will result in death or
serious injury. The use of this signal word should be limited to the most extreme situations.
WARNING. This indicates a potentially hazardous situation which, if not avoided, could result in death or
serious injury.
CAUTION. Use to indicate a potentially hazardous situation which, if not avoided, may result in minor or
moderate injury. CAUTION may also be used without the safety color symbol (the triangle with
exclamation mark) to indicate property-damage-only.

Classification of Safety Signs
1. Regulatory Signs contain instructions. Failure to comply with them constitutes an offense
under law, standing orders, company policy, etc.
✓Mandatory signs are regulatory signs which indicate that an instruction must be carried
out. When symbols are used they are white on a blue disc. Text-only mandatory signs are
black on white in a portrait format.
✓Prohibition signs are regulatory signs which indicate that an action or activity is not
allowed. The symbolic shape used on prohibition signs is the red circle and slash over a
black symbol. Prohibition signs may contain only the red circle and text with no symbol.
2. Warning Signs which warn of a hazard or hazardous condition that is not likely to be life-
threatening. The symbolic shape used on warning signs is black triangle with yellow interior
and black symbol. The word warning is not required to print on the sign, although it is often
used for added impact.
3. Danger Signs which warn of a hazard or hazardous condition that is likely to be life-
threatening. It is recommended that symbols not be used on danger signs.
4. Fire Signs Advise the location of fire alarms and fire fighting equipment. Fire signs contain
a white symbol and/or text on a red background.
5. Emergency Information Signs Indicate the location of, or direction to, emergency related
facilities (exits, first aid, safety equipment, etc.). These signs feature a white symbol and/or
text on a green background.
6. General Information Signs: Communicate information of a general nature in order to
avoid misunderstanding or confusion. These signs often refer to housekeeping, company
practices and logistics. Md Shaifullar Rabbi, Assistant Manager, Sabre Bangladesh

First Aid : First Aid Treatment Procedures First aid is an immediate care
given to a person who has been injured or suddenly taken ill. It includes
self-help and home care if medical assistance is not available or delayed.
Objectives of First Aid:
1. To alleviate suffering
2. To prevent added/further injury or danger
3. To prolong life
“PASS” Method:
P – Pull the pin of the fire extinguisher
A – Aim the nozzle at the bottom of fire
S – Squeeze the handle of the fire extinguisher
S – Sweep or side-to-side motion.

Module 2. Using English in the Workplace
Workplace document: Telephone messages , Staff rules/Policies
and Procedures ,Letters/faxes ,A notice on a staff noticeboard
,Safety signs and warnings, Your pay slip, Your roster, Training
materials , Schedules and itineraries, Agendas ,Progress and
incident reports, Job sheets , Operational manuals.
Text: These are the actual words, not including any pictures
Hard copy: in print Text printed or written onto paper
Soft copy: Web-based Text which is online, viewed on a screen
Spoken: oral Words which are said instead of written
Correspondence: Letters, faxes, emails etc that you send and you
receive Md Shaifullar Rabbi, Assistant Manager, Sabre Bangladesh

CC: This stands for „carbon copy‟ and means that you are
sending a copy of the correspondence to another person
but they are not the main receiver. Example: if you were
sending an email to your supervisor but also CC‟ing your
close colleagues so that they were also aware of the
message.
BCC: This stands for „blind carbon copy‟ and means that
you are sending a copy of the correspondence to another
person but they are not the main receiver, and the main
receiver cannot see that anyone else has been included.
Example: if you were sending an email to your supervisor
but also BCC‟ing your close colleagues so that they were
aware, but your supervisor would not be able to see that
anyone else was included.

Most messages are based on six important elements which you should
remember when you are writing, so that your message is clear:
Who is the message from, who should read it, who is it about, who needs to
take action?
When was the message written, when was it received,
what is the timeline, does something have to be done by a certain time?
Where do you need to go, is there a location mentioned, where are you at
the time, where are you from, do you need to go somewhere, or take
something to a certain place? What is being discussed, what is the purpose,
does something need to be done?
Why is the message being sent, why is it important, why should people take
action, why is there a message that needs to be sent?
How will people take action, how will they respond, how is something going
to happen? Md Shaifullar Rabbi, Assistant Manager, Sabre Bangladesh

Module 3. Follow Workplace Hygiene Procedure
Hygiene : Hygiene is the procedure to maintain personal, environmental and other cleanliness. It is
important in the food sector because we do not want to make people fall sick after consuming food.
The steps of hand washing: Cleaning materials suitable for use in hand washing Liquid soap (e.g. Dettol
liquid soap, Sevlon liquid soap) Anti septic liquid (e.g. Savlon and Dettol) Soap (e.g. Lifebuoy bar soap,
Savlon bar soap) Clean running water should be used to wash hands (e.g. clean tap water) Hand sanitizer
(Dettol)
• Rinse hands in running water
• Apply approved soap
• Scrub hands and fingers for at least 20 seconds
• Rinse soap and hands
• Dry hands
Hazards : A hazard may be seen as something which actually exists and is likely to cause/result in harm .
Risk: A risk may be seen as
- Something which might occur and may cause harm
- Potential for harm / injury to occur when a hazard occurs
CONTAMINATION: is the unintended presence of harmful substances or microorganisms in food.

❖ Factors Need by Microorganism to Grow
Food - High protein Foods (already contaminated or easily contaminated)
Acidity - pH, measured on a scale of 0 (very acidic) to 14 (very alkaline, basic). Most potentially hazardous foods
have a pH between 4.6 to 7.0. Highly acidic food prohibits the growth of bacteria weakly acidic foods are prone to
bacterial growth.
Time - Highly perishable foods should not be exposed to temperature danger zone for more than four hours during the
entire food handling process.
Temperature - The temperature danger zone for potentially hazardous foods is 4.4 to 60 degrees Centigrade. It is the
temperature where all microorganisms tend to grow.
Viruses - Protein-wrapped genetic material, smallest and simplest life form. Viruses are not complete cells; they do not
reproduce in food. These microorganisms contaminate food through poor hygiene by food handler, contaminated food
contact surfaces, contaminated water supplies, or shellfish harvested from . contaminated sewage waters.
Parasites - microorganism that need a host to survive, commonly found in pigs and other game meats. Also, fish may
contain parasites from raw, marinated or partly cooked fish.
Fungi - Microorganism that range from single-celled plants to mushrooms. Fungi are found in soil, air and water.
(molds and yeasts belong to this category)
Fish Toxins - Many fish contain natural toxins, thus; fresh fish is recommended. Extra care must be observed during
handling, temperature-abused fish should be avoided. Plant Toxins - care should be observed in your choice of
mushroom, as poisonous mushroom and non-poisonous mushroom often look alike.
Cross-Contamination is the transfer of harmful substances or microorganism from foods, hands, utensils, or food
preparation surfaces to a food. Md Shaifullar Rabbi, Assistant Manager, Sabre Bangladesh

Module 4. Work in Tourism & Hospitality Industry
Tourism is travel for pleasure or business; also the theory and practice of touring, the business of
attracting, accommodating, and entertaining tourists, and the business of operating tours.
Hospitality is the relationship between a guest and a host, wherein the host receives the guest with
goodwill, including the reception and entertainment of guests, visitors, or strangers.
EXECUTIVE CHEF- the term “chef’ literally means “the chief’ in French. Every kitchen has a chef or
executive chef who is responsible for the operations of the entire kitchen.
Executive Housekeeper: Responsible for maintaining a smooth and efficient flow of operations in the
housekeeping Department; sees to it that housekeeping maintenance is carried out in accordance with
prescribed standards and policies.
Public Supervisor : Directs and controls all activities concerning public area maintenance and ensures
conformity to prescribed housekeeping standards and policies.
Room boy, Chambermaid or Room Attendant : Attends to the maintenance and upkeep of all guestrooms
and service areas assigned to him/her.
Powder Girl : Responsible for the cleaning, care and maintenance of ladies comfort rooms and locker
rooms.

Travel Agency: A travel agency is one which makes arrangements of travel tickets (air, rail, road, and sea); travel
documents (passports, visa and other documents required to travel); accommodation, entertainment, and other
travel-related services from principle suppliers. It may also secure travel insurance, foreign currency for travelling
people.
Types of Travel Agency:
1. A retail travel agency sells tourists products directly to the public on the behalf of the products suppliers and in
return get commissions. Some package tour is sold in two ways i.e., on a commission basis and mark up the price.
2. Wholesale Travel agencies are specialized in organizing package tours, which are marketed to the
customers/tourists through the network of a retail travel agency or directly to the prospective clients ( if wholesale
travel agency has a retail division).
Functions of Travel Agency:
 Travel Information
 Itinerary Preparation
 Airline Ticketing and Reservation
 Tour Packaging and Costing
 Reservation
 Insurance
 Currency Services
 Organisation of Conference/Conventions Md Shaifullar Rabbi, Assistant Manager, Sabre Bangladesh

Types of Travel Agency (Functions)
IATA Travel Agency
Students’ Overseas Travel Agency
Tour Packaging Agency
Hajj/ Omra Travel Agency Recruiting Travel Agency

Personality : Derived from Latin words, per & sonars which means "to sound through". The word person
came from these two words meaning "an actor's mask' through which the sound of the voice was
projected.
Career - An individual's "course or progress through life (or a distinct portion of life)". It is usually
considered to pertain to remunerative work (and sometimes formal education).
Occupation - A person’s regular work as a means of livelihood.
Profession - Occupation requiring extensive education or specialized training.
Professional - One skilled in a profession
Professionalism - Methods, manner or spirit of a profession, also its practitioners
Specialized Know/edge- A distinct area of knowledge or technology; a specialization, about which a high
level of proficiency or familiarity is required.
Skills - The application of knowledge or techniques to a particular situation or task.
Traditional - Concerned with progression up an ordered hierarchy within an organization or profession.
New concept - The individual’s lifelong progression in learning and in work.
PROFESSIONAL VALUES AND ETHICS IMPACT ON CAREER SUCCESS: Professional values and ethics are
tools that you carry throughout your career.
Professional Ethics The key components to professional ethics are integrity and fairness.

Module 5.Perform Computer Operation

Module 6. Communicate in English
Greeting Customers: ―Good morning/Good afternoon/Good evening. ―Welcome to
[company name]. My name is [your name].
Be sure to always use a respectful term to refer to your customers:
✓Miss — Young women (under age 30)
✓Ma‘am — Mature women (over age 30)
✓Sir — Men of all ages
Asking Customers Questions: You will want to make sure your customers are safe and
happy while they are with you. You can do this by asking friendly and polite questions,
such as:
―How are you doing this morning/afternoon/evening?
―Have you been having a good time?
―Is there anything else we can do to make your experience more enjoyable?

Responding to Your Customers’ Questions: Customers will have many
questions, and sometimes you will not know the answer. You may need to
ask a coworker or supervisor. When this happens, you can use the following
phrases to let your customer know that you care, and that you will get the
answer for them soon:
―I will get that information for you right away.
―That is a great question! I will check in with my supervisor and let you
know.
How to Introduce Yourself at a Job Interview:
My name is Md. Shaifullar Rabbi I have completed my MBA & BBA, major
in Tourism & Hospitality Management department, from University of
Dhaka. I also have completed my diploma course on Air Ticketing &
Reservation from ATAB Tourism Training Institute under ILO TVET project.

Non-Verbal Behaviors:
Intonation: Intonation indicates the changes in speech; a downward
intonation indicates that a message is complete, while an upward
intonation indicates a question.
Pitch: Pitch is useful to use when expressing emotion. Our pitch rises when
we are excited and lowers when we are sad.
Pauses: Pauses are moments of silence between phrases, used to separate
ideas and also used for holding attention. This is particularly useful when
giving formal presentations such as an oral report or telling a story.
Pronunciation: Pronunciation refers to the way words are said. Some
younger pupils may have difficulty in pronouncing the sounds in some
words and will benefit from hearing those words modeled in meaningful
contexts.
Eye contact: Eye contact is the use of the eyes or gaze in face to face
communication. The level of eye contact often depends on the relationship
between the communicators and affects both the speaker and the listener.

Greetings (things that you say at the beginning of a conversation) seem straight forward and easy for
English learners. However, they are essential to conversation. Check out these most common ones.
Good morning: This phrase is used as a standard greeting for English speakers in the morning. It is not
super formal, but speakers should definitely use it when communicating with others they do not know or
people of authority (teachers, police, and important people). Further, this phrase is only used until 12 p.m.
(noon).
Good afternoon: So, you made a mistake and tried using good morning after 12 p.m.? Good afternoon is
the phrase you should use, and though the line between afternoon and evening is a little blurry, you can
use this phrase until 5 p.m.
Good evening: Evening generally takes place between 5 p.m. and 10 p.m., some say evening goes right
until the moment you fall asleep. In any case, this phrase is used for that period of time after dinner.
Hello / Hi / Hey. Don‘t want to be confused about what time of day it is? You can use these phrases. Hello
has the highest formality and should be used for people you don‘t know or in formal situations. Hi is
slightly less formality, but I wouldn‘t use it for people in authority. Hey should only be used for friends and
family. How are you? / How is it going? This question normally comes after the greetings above, and it is
used to ask someone how they are feeling. Simply saying ―good‖ or ―not so good‖ as a response is
generally enough.
Have a nice day: is a commonly spoken expression used to conclude a conversation (whether brief or
extensive), or send a message by hoping the person to whom it is addressed experiences a pleasant day.

Module 7.Use IATA Geography, Coding and Terminology
1. IATA Traffic conference area: For the purpose of standardization, IATA has divided the world into three
areas, also known as Traffic Conference Areas. This is done for the purpose of Fare Construction and
regulations.
2. IATA AREA I (TC - I) • All of the North and South American continents and adjacent islands. • Central
America • Greenland • Bermuda • The West Indies and the Caribbean Islands • The Hawaiian Islands
(including Midway and Palmyra)
3. TC 1 Sub Areas are North America, Central, Caribbean, South America North Atlantic sub-area, Mid
Atlantic sub-area, South Atlantic sub-area
4. IATA AREA 2 (TC - 2) • All of Europe including part of the Commonwealth of Independent States (CIS)
and adjacent Islands. • Iceland • The Azores • All of Africa and the adjacent Islands • Ascension Island •
That part of Asia lying west of and including Iran.
5. TC-2 Sub Areas are Europe, Middle East All Africa
6. IATA AREA 3 (TC - 3) • All of Asia and adjacent Islands (except that portion included in Area 2). • The
East Indies • Australia and New Zealand • The islands of the Pacific Ocean not included in TCI.
7. TC-3 Sub Areas are South East Asia Sub-area (SEA), South Asian Subcontinent Sub-area (SASC),
Japan, Korea Sub-area, South West Pacific Sub-area

North Atlantic sub-area covers Canada, Greenland (GL), Mexico, and the USA which includes Alaska,
Hawaii, Puerto Rico and US Virgin Islands.
Mid Atlantic sub-area includes all of the Caribbean Area sub-area, Central America, South America plus
Panama Canal zone except Argentina, Brasil, Chile, Paraguay and Uruguay.
South Atlantic sub-area includes only Argentina, Brazil, Chile, Paraguay and Uruguay (ABCPU).
ECAA - European Common Aviation Area
EMU-Economic & Monetary Union
Scandinavia: Denmark, Norway & Sweden
Middle East: Bahrain, Egypt, Iran, Iraq, Israel, Jordan, Kuwait, Lebanon, Oman, Qatar, Saudi Arabia,
Sudan, United Arab Emirates, Syrian, Yemen.
SEA- South East Asia Sub-area
SASC-South Asian Subcontinent Sub-area
Japan, Korea Sub-area: Japan, Korea, Democratic Republic of (ICP) Korea, Republic of (KR)
South West Pacific Sub-area: American Samoa, Australia, Cook Islands, Fiji, French Polynesia, Kiribati,
Nauru, New Caledonia including Loyalty Islands, New Zealand

This section defines the meaning of basic terms that describe the anatomy of a journey.
It also explains how to identify the different trip types such as:
One way journey (OW): When the traveler just goes from Origin to Destination.
Example: DAC – CCU, DAC- KUL.
Round Trip (RT): When the traveler starts from one place and come back to the same
place using the same route is called as round trip journey. Example: DAC – DXB – JFK –
DXB – DAC, DAC – LON – DAC.
Circle Trip (CT): When the traveler starts from one place to go multiple destinations and
come back to the same place using the different route is called as round trip journey.
Example : DAC – AUH – LON – DEL –DAC, DAC – SIN – KUL – BKK – DAC.
Round the World Travel (RW): The journey in which the traveler travels around the
world and crosses the international time zone, visiting multiple destinations. We can call
this types of journey Circle Trip also. Example: DAC – HKG – SYD – YYZ – LON – DAC,
DAC – IST – RIO – LAX – SIN – DAC.
Open Jaw (OJ): When traveler goes from one place to another place by air, from there,
goes to a third place by other means of travel and then takes a flight back to where he
started. Example: DAC – BKK / KUL – DAC, DAC – DXB – LON / FRA – DXB – DAC

IATA – International Air Transport Association.
UFTAA – Universal Federation of Travel Agents Association
ICAO – International Civil Aviation Organization
CAAB – Civil Aviation Authority of Bangladesh.
ATAB – Association Of Travel Agents Of Bangladesh.
TOAB – Tour Operators Association Of Bangladesh
BBR – Banker’s Buying Rate
BHC – Backhaul Check
BSP – Billing and Settlement Plan
CCP – Currency of Country of Payment
CF – Constructed Fare
COC – Country of Commencement of International Travel
CRS – Computer Reservations System
CT – Circle Trip
CTM – Circle Trip Minimum
EMA – Extra Mileage Allowance
EMS – Excess Mileage Surcharge
EMU – Economic and Monetary Union
ET – Electronic Ticket
ROE –Rate of Exchange
ISI – International Sale Indicator
LC F – Local Currency Fare
MPM – Maximum Permitted Mileage
N/A – Not Applicable
NUC – Neutral Unit of Construction
PNR – Passenger Name Record
SITI – Sold Inside and Ticketed Inside
SITO – Sold Inside and Ticketed Outside
SOTI – Sold Outside and Ticketed Inside
SOTO – Sold Outside and Ticketed Outside
GSA – General Sales Agent
GDS-Global Distribution System
OAG — Official Airline Guide
PAT - Passenger Air Tariff
TIM — Travel Information Manual
GMT- Greenwich Mean Time
ETKT – Electronic Ticketing
FBP – Fare Break Point

Passenger: Any person, except members of the crew, carried or to be carried in an aircraft with the
consent of carrier.
PNR: Passenger name record -The official name of one’s reservation in a computer system (CRS).
Accompanied Travel: When travel with more than one passengers is necessary.
Infant: 0 to 2 years passengers. A person who has not reached his/her second birthday as of the date
of commencement of travel. Normally pay 10% of normal adult fare. Indicated by IN.
Child: Passenger 2 to 12 years old. A person who has reached his/her second birthday not his/her 12th
birthday and of the date of commencement of travel, pays children fare. Also indicated by CH in the
fare basis box on the ticket after the fare followed by a slash.
No Show: A traveler who does not appear for a flight on which he or she has a reservation and fails to
cancel that reservation properly. Airlines will cancel all further flights on a traveler’s itinerary if a
reservation is not cancelled.
Over book: The practice by airlines of confirming more seats on an aircraft than are actually
available. Airlines often overbook their flights. In other words, they sell more tickets than there are
seats, in order to compensate for the no-show factor.
Segment: A ‘leg’ or part of a journey, usually in reference to an air itinerary. One takes off and
landing during air travel constitutes a segment.
Sector: A portion of an itinerary which may be comprises of legs or segments, usually used in reference
to fare construction. Reconfirmation: A requirement that passengers under certain given
circumstances advice a carrier of their intention to use the space reserved.

Reissue: The generation of a new ticket that is exchanged for another, due to change of
plans, dates, flights etc. May involve additional fare penalties and fees.
MPM- Maximum Permitted Millage: The first element in the mileage principal is the
MPM, which is the maximum distance in air miles that the passenger is allowed to travel
between the origin and destination of a fare component.
TPM- Ticketed Point Mileage: TPMs represent the shortest operated mileages between
the ticketed points of the journey. These TPMs are published in the PAT General Rules
book.
NUC- Neutral Unit of Construction: Standard units of currency, used for the fare
construction.
Commission: The amount paid by the supplier (carrier, hotel, tour, operator, etc) to the
travel agent for selling transportation, accommodations or other services.
Override: Extra commission paid by carriers, tour wholesalers, hotels and other suppliers
to travel agents as bonuses or incentives for selling these particular firm services. Usually
related to volume business.
Stand by / Go Show: A passenger trying to obtain space on a flight earlier or later than
his / her scheduled flight is said to be going on a standby.
Waitlisted: When a fare or seat is unavailable, a passenger may be placed on a waiting
list until a fare / seat becomes available. Passengers cannot purchase an airfare with
waitlisted flights.

Boarding Area: The space for passengers waiting to obtain boarding passes, check-in or board a plane.
Boarding Bridge (Covered Walkway): A covered passageway from an airport terminal building to an aircraft for the use embarking
and disembarking passengers.
Boarding Pass: Card handed to a passenger before boarding and aircraft.
Global Distribution System: A Computer Reservations System (CRS) used to store and retrieve information and conduct transactions
related to air travel. Major CRS operations that book and sell tickets for multiple airlines are known as Global Distribution Systems
(GDS).
Connecting Flight: Two or more flights used to transport a customer between two cities. When a passenger changes planes en-route
from origin to destination.
Interline connection: A flight on one airline that connects to a flight on another carrier-these tickets are usually more expensive than
flying all on one carrier but may be the only way to get to a destination in some cases.
BSP:- The IATA Billing and Settlement Plan: A system for computerized processing of accounts between Agents and Airlines on a
country-by-country basis. BSP is a standardize system for airlines and agents, providing them with a simplified approach to the
selling, reporting and administration of passenger air transportation.
Non-Stop Flight:- A flight that proceeds directly to the final destination without any stops at intermediate points. DAC- KUL BG086
Origin: The initial point at which a journey commences or the initial point of a published fare used in the calculation of a through one
way, round or circle trip fare.
Destination: A place, which supplies the reason for travel and where the journey of the travelers ends for some time. According to its
facilities and attractions the destination can be a business destination, a touristic destination or other.
Stopover: A deliberate interruption of a journey, requested at a place between points of origin and destination.

Module 8. CALCULATING FARE
 1.Tariff/ fare: The money a person pays to travel on an airplane.
 2.Infant: 0 to below 2 years passenger. A person who has not reached his/her second birthday as of the date of
commencement of travel. Normally pay 10 percent of normal adult fare. Indicate in the fare basis box in the ticket.
 3.Child: passenger 2-to below 12 years old. A person who has arrive his/her second birthday but not his/her 12th
birthday as of the date of commencement of travel pay child fare. Also indicated by CH in the fare basis box in the
ticket.
 4.Adult: A person who has reached his/her 12th birthday as of the date of commencement of travel.
 5. Excursion: Any person visiting a country other than where he lives and remain less than 24 hours as per IATA.
 6. Tourist: Person who stays at least 24 hours but not more than one year in the country visited and the purpose of
those trip can be business, leisure, holiday, meeting.
 7.Maximum permitted mileage(MPM); The element in the mileage principal in the MPM which is the maximum
distance in the miles that the passenger is allowed to travel between the origin and destination of a fare component.
IN the PAT fare pages you find MPM under GI/ MPM and routing column.
 8.Ticketed point mileage(TPM); TPMs represents the shortest operated mileages between the ticketed points of
journey. This TPMs are published in the general PAT rules book.
 9.NUC; Neutral unit of construction means standard Units of currency use for the fare construction.
 10.ROE; IATA rate of exchange. The ROE established by the IATA clearing house for the use to A) convert the local
selling fare in to NUC values and B) convert NUC values when used in fare construction /calculation into the local
selling fare (in the currency of country of commencement of journey.) Md Shaifullar Rabbi, Assistant Manager, Sabre Bangladesh

The ROE table published in the PAT.
11.LCF: Local currency fare Payment in the country of commence of travel:
A) In the currency of the country of commencement of travel or
B) In any currency not marked with a # sign in the NUC conversion factor table in PAT. convert these currencies to the
bank selling rate effective on the date of ticket issuance.
12.Excess mileage allowance (EMA) If in case the total TPM is higher than the MPM ,you have to look for an EMA .The
EMA is the TPM deduction or published bonus mileage that is deducted from the total TPM . such mileage deduction
depends on the type of routing .the origin/destination and via points of the fare component. After deducting the
applicable EMA from the TPM ,the reduced TPM is compared once again with the MPM to determine whether or not
the routing is “within the mileage”. The complete list of EMA is found in section 2.3.4 of the PAT general rules
supplement.
13.Extra mileage surcharge. It may happen that after checking the EMA tables ,you cannot find an applicable EMA or
you found it was not enough to lower the TPM .In such cases ,the TPM still exceeds the MPM and it becomes necessary
to impose a surcharge. surcharges may very from 5% to 25% and are determined by a simple formula .with divided
the TPM total by the MPM. If the result is : surcharges the fare by:
Over 1.000000 but not higher than 1.050000 … 5%
Over 1.050000 but not higher than 1.100000 …10%
Over 1.100000 but not higher than 1.150000 ..15%
Over 1.150000 but not higher than 1.200000 …20%
Over 1.200000 but not higher than 1.250000 ……2 5% Md Shaifullar Rabbi, Assistant Manager, Sabre Bangladesh

Backhaul Check: In airline ticketing, the process of checking fares to all
stops on an itinerary to make sure that the highest possible fare is charged.
This is done to prevent passengers from booking a flight to a cheaper
destination via a higher priced destination and then deplaning at the
higher priced destination. Also referred to as one-way backhaul check.
One-way Backhaul (BHC)/OWM: When we have established A routing
which is a one way journey and it is a indirect routing, and there is a higher
fare applicable from the Origin to an Intermediate Stopover Point, then the
minimum check must be made, Which has to be as BACKHAUL CHECK or
BHC. Formula:
Only use basic fares with no surcharge
Only consider higher rated intermediate stopover point and not transit
Point(s) i.e. "Origin to HIPs" higher "Origin to Destination".

CIRCLE TRIP: Travel from and to the same point by a continuous,
circuitous air route, which may have TWO or MORE fare
components, which do not meet the round trip definition.
Fare levels: For the outbound fare component (and any
intermediate fare component) the fare level following the actual
direction of travel. For the inbound fare component that returns
to the country of origin use the fare level from the country of
origin.
The fare calculation must begin at the point of origin.
 Establish the area of turnaround and select the fare break point.
Calculate each fare component on half RT basis in accordance
with normal rules. Md Shaifullar Rabbi, Assistant Manager, Sabre Bangladesh

Mixed Class: Fare When a journey involves travel partly in one
class (Y or J) and partly in a higher class of service (J or F).
Construction method
Calculate the fare in Economy class or Business class for the
entire journey between Origin and Destination.
Calculate the differential for the sector(s) traveled in higher
class, i.e. The difference between the First and Economy or
Business class Or The difference between the Business and
Economy class
Add the differential(s) to the through Economy or Business class
fare.

Round The World (RTW): This is same as circle Trip fares, but RTW journey is
a continuous eastbound or westbound travel commencing from and
returning to the same point via both the Atlantic (AT) and Pacific (P A)
route.
Construction method
*Round The World fare is constructed by using the lowest combination of
two or more half round trip fares in order to produce the lowest total fare.
Fare constructed from the point of origin and return to the same point.
*Only normal fares may be used to construct a R TW fare, unless otherwise
indicated
*Certain standard construction points, regardless of the actual itinerary will
normally produce the lowest total around the world fare

Module 9/10.Perform Airline Reservation using GDS & Issuing Ticket

Identifying Classes of Service
Economy Class: This is the main class of service offered and the
service provided at the airport and on board may vary from
airline to airline.
 Business Class: For most airlines this class is a superior economy
class, offering speedier airport check-in, airport lounge facilities,
more comfortable on-board seating, superior meal service and
in-flight entertainment.
First Class: This is the premier class offered by airlines, and they
usually provide individual check-in facilities, airport lounge
facilities, superior seating and meal service and individual in-
flight entertainment.

Identifying Fare Types
There are different fares types apply in different
markets, but they typically fall into the
following categories:
Normal fares
Excursion fares
APEX fares
PEX and Super-PEX fares

Basic:
Core Functionality

Sabre Red 360
Keyboard

Sabre
PNR Elements
Command Action
1 Availability
0 Seat Sell
- Name Insert
9 Agency /Phone
7 Ticketing
6 Received
ER
IR
End and Retrieve
Ignore and Retrieve

CORE
FUNCTIONALITY

ENCODE & DECODE

PNR Creation

Exercise 1

Exercise 2

SPECIAL MEAL TABLE

PNR DIVIDE

PASSPORT , VISA,
CONTACT
ADDRESS PASS

FOLLOW THE
BELOW STEPS FOR
DOCS, DOCO &
DOCA FROM APIS

OTHER
MESSAGES
PASS

PNR CREATION FOR
BIMAN BANGLADESH
997 (BG)

Things to Know

Questions Solution Session
 Connecting Flight: When passenger has to change planes en-route from origin to destination.
 Stopover: A deliberate interruption of a journey requested at a place between points of origin and destination.
 Non-stop flight: A flight that proceeds directing to the final destination without any stop.
 Direct flight: A flight to another city stops at least once en-route but does not involve a change of carrier.
 Classes of service: First, Business and Economy class.
 Sector: A portion of an itinerary which may comprises of legs or segments.
 Segment: A leg or part of a journey in an air itinerary.
 PAT: Passenger Air Tariff.
 Which one is the regulation of PPE - Strong?
 OAG: Official Airline Guide.
 Which one of the following is not valid version of MS office- office vista?
 No Show: Passenger confirmed his/her reservation but did not attend the flight.
 What is the short cut key to exit from any application program-ALT+F4?
 EMA: Extra Mileage Allowance.
 Which file starts MS word- winword.exe? Md Shaifullar Rabbi, Assistant Manager, Sabre Bangladesh

 Element of PNR: Name field, Itinerary field, Phone field, Ticketing Field and Received field.
 The correct sentence is to know your customer is safe happy when with you is- have your been having a
good time with us.
 CRS: Computerized Reservation System.
 Give simple instructions and directions during all learning activities are…possible way of achieving.
 GDS: Global Distribution System.
 I cannot find my passport, could you check please? Using this phrase when you are – unable to find your
passport.
 PNR: Passenger Name Record.
 ROE: Rate of Exchange.
 Cultural differences are very important consideration when we talk about ….interactive skills.
 MPM: Maximum Permitted Mileage.
 Always shut down the computer via windows’ start button.
 TPM: Ticketed Point Mileage.
 Airline takes care about special service request which mean is SSR.
 Ticket: Ticket is a document or electronic record.
 The starting point of a journey is origin.

 Child fare Charge and Discount: 75 % and 25%.
 Infant fare Charge and Discount: 10% and 90%.
 IATA two letter airline codes are also known as airline designator.
 EMS: Excess Mileage Surcharge. EMS=TPM/MPM.
 ETT is… Estimated Time Interval.
 Canada to Paraguay travel is western Hemisphere.
 ROE use to convert the local selling fare to NUC values.
 Flexible fare is full fare.
 BSP: Billing and Settlement Plan.
 Passengers electronic document ET.
 RBD means Reservation Booking Designator.
 Official airline guide is known as OAG Book.
 GSA: General Sales Agent.
 Squared shoulders body posture express Body language.
 IATA: International Air Transport Association.
 Stop shoulders speak the person’s negative Attitude.
 ICAO: International Civil Aviation Organization.
 Never criticize or insult a customer it will hurt his ego.
 HKG-FRA-YYZ journey is Trans-Atlantic.
 Be friendly and smile when talking to the customers.
 DAC-AUH-LON-NYC-DAC journey is circle trip.
 The element in the mileage principal which allowed to passengers travel the maximum distance in origin and destination is MPM.

 The weight and volume of baggage that may be a passenger carried without additional charge is Baggage allowance.
 Normal fare is valid for one year.
 Local currency fare payment in the country of commencement of travel.
 PTC: Passenger Type Code.
 Rate of exchange used for currency conversion.
 Standard time of Bangladesh: GMT + 6.
 NUC means the unit value equivalent of local currency fare.
 TCA3: All if Asia except portion included area 2, The east indies ,Australia and new Zealand
 A flight that proceeds directly to the final destination without any stops at intermediate point is not stop flight.
 Middle East: Egypt, Qatar, Iran, Iraq, UAE, Saudi Arabia.
 When passenger has to change aircraft of the same airlines for transfer connection during his journey is intraline connection.
 South Atlantic Sub Area: Argentina, Brazil, Chilies, Paraguay and Uruguay.
 A deliberate interruption of a journey, requested at a place between points of origin and destination is stopover.
 ECAA: European Common Aviation Area.
 A portion of an itinerary is sector.
 Freedom of the air is rights of a country’s airline the privilege to enter and land in another country’s airspace.
 EMU: Economic and Monetary Union.
 A civil aircraft of one country has the right to land in another country for emergency landing / Technical purpose.

 Scandinavian Countries: Denmark, Norway, Sweden.
 EMA is the deducted from the total TPM of publish bonus mileage.
 SEA: South East Asia Sub Area.
 First 3-digit number in a ticket is an airlines 3 digit numeric code.
 The fare basis an alpha or alpha numeric code that identifies the fare.
 ISI is indicator International sales.
 SASC: South Asian Subcontinent Sub Area.
 Sold inside and ticketing inside indicates SITI ticket.
 Far East Countries: Japan, Korea.
 Convert NUC to LCF is called Local Currency Fare.
 South West Pacific Area: Fiji, Kiribati, Nauru, Cook Island.
 TCA3 sub area: SEA, SASC, Japan- Korea Sub Area, Southwest pacific sub area.
 Global Indicator: GI is travel direction. Example EH,WH,PA, AT,AP,TS, PO.
 Physical Hazards: Hazards due to the transfer of energy an object and a worker.
 Chemical Hazards: Hazards arise from inhaling chemical agents.
 Biological Hazard: Hazards are caused by bacteria, viruses, fungi and rickettsia.
 Ergonomic Hazards: Hazards are caused by fatigue, stress and strain. Md Shaifullar Rabbi, Assistant Manager, Sabre Bangladesh

 PPE: Personal Protective Equipment.
 OSH: Occupational Safety and Health.
 5s: Sort, Systematize, Sweep, Standardize and Self-discipline.
 Ctrl+C: Copy.
 Ctrl+V: Paste.
 Ctrl+A: Select All.
 F2: Edit any cell in MS Excel.
 ALT+ F4: Exit from any application program.
 Strikethrough is not available in power point front dialog box.
 Office Vista is not valid version of MS Office.
 Hygiene: Hygiene is the procedure to maintain personal, environmental cleanliness.
 Hazard: Hazard is the sources of incident.
 Risk: Something which might occur and may cause harm.
 Contamination: is the unintended presence of harmful substances.
 Most potential hazardous foods have a PH between 4.6-7.0.
 The temperature danger zone for potentially hazardous foods is 4.4- 60c.
 Workplace documents: Staff rules, letter, Faxes, pay slip and job sheet.
 CC: Carbon Copy.
 BCC: Blind Carbon Copy.
 Communication devices: Computer, Mobile and faxes. Md Shaifullar Rabbi, Assistant Manager, Sabre Bangladesh

 Tourism: The sum of all activities that arising out from travel and stay of tourist.
 Hospitality: Hospitality is the relationship between a guest and a host, wherein the host receives the guest with some
amount of goodwill, including the reception and entertainment of guests, visitors, or strangers.
 Reservation: An "airline reservation" is a legal contract whereby an airline undertakes, in exchange for a certain
amount of money, to provide a seat to a specific passenger.
 Powder Girl: Responsible for the cleaning, care and maintenance of ladies comfort rooms and locker rooms.
 An individual’s course or progression through life is career.
 Occupation: A person regular work as a means of livelihood.
 Occupation requiring extensive education is profession.
 One skilled in a profession is professional.
 Booking: Booking is a request.
 The key components of integrity and fairness are Professional ethics.
 Guests are always greeted in the workplace.
 Non-verbal communication is Body Language.
 Good luck is special greeting.
 Hospitality English is polite and formal.

 Responding the guest complaints is listen attentively and apologize.
 Make a good voice quality is smile when talking.
 Appearance: Weight, nails, fashion and shoes etc.
 Uniform does not indicate watch.
 If you don’t know any answer of any question your answer should not be I don’t know.
 Evening takes place between 5pm to 10pm.
 Which behavior helps in managing conflict be willing to apologize or admit a mistake.
 We don’t get a second chance to make a first impression.
 IATA Traffic Conference area: For the purpose of standardization IATA has divided the world into three
areas which known as traffic conference area. TCA 1, 2 and 3.
 Discount fare: Infant fare, Child Fare, Senior Citizen, Couple fare.
 Special Fare: Special fare is offer fare.
 TCA 2 sub area: Europe, Middle East and all Africa.
 Flag carrier: Flag carrier is national carrier.
 SOTI- Sold outside and ticketed inside
 SITO- Sold inside and Ticked Outside
 LCF-Local currency Fare Md Shaifullar Rabbi, Assistant Manager, Sabre Bangladesh

 GMT- Greenwich Mean Time
 UTC-Universal Time Coordinated
 ISI- International Sales Indicator
 LSF- Local selling fare
 TIM- Travel Information Manual
 Destination- the ending point of journey
 ISO- International Organization for Standardization
 BTEB- Bangladesh Technical Education
 NTVQF- National Technical and Vocational Qualifications Framework
 CBT& A- Competency Based Training and Assessment
 MOCAT- Ministry of Civil Aviation and Tourism
 CAAB- Civil Aviation Authority of Bangladesh
 MOFA- Ministry of Foreign Affairs
 BPC- Bangladesh Parjatan Corporation
 BTB- Bangladesh Tourism Board
 ATAB- Association of Travel Agents of Bangladesh
 NID- National Identification Document
 VISA- The Full form of VISA is Visitors International Stay Admission
 Passport-an official document issued by a government, certifying the holder's identity and citizenship and entitling them to
travel under its protection to and from foreign countries.

 Other Supplementary information fields shows- Information about passengers.
 When a passenger need to change both the aircraft and the airlines for a transfer connecting during his
journey is- Interline connection
 It is important for any establishment to allot space to entry and exit points because – in case of
emergency people need to leave quickly in emergencies.
 Cultural differences are very important consideration when we talk about –interactive skill
 What is the smallest and largest front size available in front size tool on formatting toolbar? – 8 and 72
 The positive side of complaints is – demanding guest force you to be your best
 IATA clearing house established ROE used to- convert the local selling fare in to NUC values of a ticket
 Travel between TC 1 to TC 2or vice versa via as well as return from TC 2 to TC 1 or vise versa . The global
indicator will be – NA
 Un-Accompanied minor is a child not accompanied by an Adult.
 RBD means Reservation Booking Designator
 Use intonation and pauses is convey meaning and attitude.
 Squared shoulders body posture express confident.
 TPM established flown mileages of between the ticketed point of journey.

 NUC means the unit value equivalent of Local currency fare.
 We use encoding to interpret the code- False
 Location and weather might not be the topic for jump into a conversation with the guest-False
 Guest showing shoulder arms is agreed with you-False
 As per formulan EMA is 5%-25%.False
 Belize, Guatemala, Honduras, Guyana is in central America – True
 Chile , Paraguay and Uruguay is in which sub area?-South Atlantic Sub Area
Make a good voice quality is –smile when talking
 Rounding for local currency depending on the published rounding unit for each- country.
 Each excel file is called a workbook because- it can contain many sheets including worksheet and chart
sheets.
 IATA Stands for- International Air Transport Association.
 Costa Rica , El Salvador, Nicaragua, Suriname is in which area?- TCA 1.
 Adult fare discount- No discount in general.
 I just attended a regular training session about safety in work place.

 Speak quickly may confuse your guests/ Customers.
 Maintain eye contact while attending the customer.
 Passenger Air Tariff is published in PAT Book.
 Standard Units of Currency use for the fare construction is NUC.
 A flight to another city stops at least once en route , but does not involve a change of carrier is direct
flight.
 Graphs can help to cut through language barriers- True.
 Mobile Phone, Internet based chats forum is the formal communication way- False.
 We need to greet our guest to make own self feel important- True.
 An airline published fare is not saleable by everyone- False.
 HIP check is the part of fare construction- True
 GMT is international Standard Location- False.
 In IATA geography Egypt is in Africa- False.
 Apex Fare is international flexible fare- False.
 International fares are based on routing principle-True.

No Parking
No Walking
No cell Phone allow

Thank you

Training on Ticketing and Reservation(GDS-Sabre)-RTO/RPL-NTVQF Level 2(BTEB)

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