Singapore Airlines Ltd. · SGX:C6L
Singapore Airlines — Investor Presentation (September 2023)
174 slides from Singapore Airlines's investor presentation, September 2023
Slide 1: AGENT 360
AGENT 360
Slide 2: AGENT 360
AGENT 360 A one-stop travel agent portal for our travel agents to work with Singapore Airlines. 1 3 Knowledge 2 Servicing Providing a centralized information Streamline service requests for more and support portal to empower travel efficient servicing and tracking agents NDC Bookings Book flights, s
Slide 3: Current Features
C U R R E N T F E AT U R E S Travel agents will have access to the following features on AGENT 360 Localized Content Admin Access System NDC Booking Portal Service Request Forms
Slide 4: AGENT 360 Overview
AGENT 360 OVERVIEW 6/12/2023 4
Slide 5: Localized Content
LOCALIZED CONTENT Operational Updates Policy Updates Fare Sheets & Policy Documents Marketing Content SQ Product & Services SIA NDC Agent Support Pack SIA Group Network Local Contact Details
Slide 6: Admin Access
1. Comprehensive access management system 2. Caters to complex travel agency setup (from local retailers to global consolidators) ADMIN ACCESS 3. 3 Travel Agent Roles (Master, Admin, User) 4. Multi-IATA, Multi-Country 5. Flexibility to self-manage access rights to AGENT 360 features
Slide 7: Service Request Forms
SERVICE REQUEST FORMS Fee Waiver for Name Correction Fee Waiver for Reissuance Fee Waiver for Ticket Refunds Extend Ticketing Time Limit Waitlist Confirmation (DAPO) Agency Debit Memo (ADM) General Form *SRF will be covered in detail in a separate training deck
Slide 8: Table of Contents
TABLE OF CONTENTS In this deck, you will learn: ❑ Booking Flights & Issuing Tickets ❑ Travel Agent Roles ❑ Form of Payments (FOPs) ❑ Travel Agent Registration ❑ 3DS2 Verification ❑ IATA/TIDS Agents ❑ Ancillaries (Seats/Baggage/Special Service Requests) ❑ Creating/Deleting Teams ❑ Manual Reprice ❑ Ad
Slide 9: Travel Agent Roles
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Slide 10: Travel Agent Roles
TRAVEL AGENT ROLES ABC International Tours IATA 12345678, 98765432 Master Master A Key decision maker e.g. Supplier Manager Team 1 Team 2 IATA 12345678, 98765432 IATA 98765432 Admin Admin B Admin F Team Leader User C Admin G User D User H User E User I User Individual Travel Consultant User J User K
Slide 11: Travel Agent Roles: Master
TRAVEL AGENT ROLES Only 1 Master User can register per agency! ABC International Tours IATA 12345678, 98765432 ABC International Tours Master IATA 3230695, 3230088 Key decision maker. e.g. Supplier Manager Master A 1. Creates/delete Admins & Users within the agency. 2. Decides which Team has Product
Slide 12: Travel Agent Roles: IATA Numbers
TRAVEL AGENT ROLES ABC International Tours IATA 12345678, 98765432 2 IATA numbers: xx678 and xx432 Master A Each Team can have multiple IATA numbers Team 1 Team 2 IATA 12345678, 98765432 IATA 98765432 IATA numbers can be repeated between teams Admin B Admin F User C Admin G One user can have multipl
Slide 13: Travel Agent Roles: Function Matrix
TRAVEL AGENT ROLES Function Master Admin User Create Agency ✓ ✗ ✗ Add additional IATA / ARC / TIDS Code ✓ ✗ ✗ Create Team ✓ ✗ ✗ Delete Team ✓ ✗ ✗ Add Admin / User ✓ ✗ ✗ Switch Admin / User Role ✓ ✗ ✗ Switch Admin / User Team ✓ ✗ ✗ Assign IATA / ARC / TIDS Code to Team ✓ ✗ ✗ Unlock Admin / User ✓ ✓ ✗
Slide 14: Travel Agent Registration
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Slide 15: How do travel agents register for an AGENT 360 account?
TRAVEL AGENT REGISTRATION How do travel agents register for an AGENT 360 account? 1 2 3 4 Register for account on Verify email address by Singapore Airlines Agents receive welcome AGENT 360 clicking email link within approves registration email 72 hours
Slide 16: IATA / TIDS Agent Registration
I ATA / T I D S A G E N T R E G I S T R AT I O N
Slide 17: IATA Agent Registration
IATA AGENT REGISTRATION 1 Register for account on AGENT 360 Information is auto-populated based on the IATA code submitted
Slide 18: TIDS Agent Registration
TIDS AGENT REGISTRATION 1 Register for account on AGENT 360 Information is auto-populated based on the IATA code submitted
Slide 19: IATA/TIDS Agent Registration
IATA/TIDS AGENT REGISTRATION 1a Master to acknowledge T&Cs by clicking the link 1b AGENT 360 T&Cs include the Passenger Section A – AGENT 360 website terms of use Section B – SIA Passenger Sales Agency Agreement
Slide 20: Agents verify their email address
IATA/TIDS AGENT REGISTRATION 2 Agents verify their email address More about the AGENT 360 Verification Email • The verification link is valid for 72 hours • Agent must click into this verification link to complete registration
Slide 21: Agent receives welcome email
IATA AGENT REGISTRATION 4 Agent receives welcome email
Slide 22: Creating/Deleting Teams
C R E AT I N G / D E L E T I N G T E A M S 6/12/2023 22
Slide 23: Creating a New Team
CREATING A NEW TEAM Select Manage Agency
Slide 24: Creating a New Team
CREATING A NEW TEAM Select New Team
Slide 25: Creating a New Team
CREATING A NEW TEAM 1 Create Team Name 2 Assign Code to Team 3 Add Admins to Team
Slide 26: Adding Users (Optional)
CREATING A NEW TEAM 4 Adding Users (Optional) There is no limit to the number of users that can be added to a team, but they can be added at a max of 20 users at a time. Admins can add users to teams using the same method.
Slide 27: Creating a New Team
CREATING A NEW TEAM Masters can edit the Team Names they have set for their travel agents.
Slide 28: Creating a New Team
CREATING A NEW TEAM Masters can verify the admin and users of the team created by clicking on team name.
Slide 29: Creating a New Team
CREATING A NEW TEAM 1. The Master will be able to track the status of their invitation. 2. The invitation email expires after 72 hours. If your team’s invitation expires, please click on resend invite to re- trigger verification email.
Slide 30: Creating a New Team
CREATING A NEW TEAM Admins & Users will The invited email will be auto- receive an email populated, and it will not be notification link sent by editable. Admins and users to Masters to complete proceed with registration. their registration.
Slide 31: Creating a New Team
CREATING A NEW TEAM Account has been created Admins and users are and Agents can now login required to create their to AGENT 360! own passwords during registration.
Slide 32: Creating a New Team
CREATING A NEW TEAM Masters can now verify the status of their team’s accounts.
Slide 33: Granting Booking Portal Access
GRANTING BOOKING PORTAL ACCESS The Master will be responsible for granting Booking Portal access to the relevant Teams. Please note that by default, product access is set to “none”. Master have to log in to AGENT 360 and configure the team product access settings.
Slide 34: Deleting a Team
DELETING A TEAM Once a team is deleted, the Admins & Users will still have accounts on AGENT 360, but they are unable to access the site or any functions until the Master adds them to a team.
Slide 35: Deleting a Team
DELETING A TEAM To view the users who have been displaced, Masters can choose to create a new team or add users to an existing team.
Slide 36: Adding/Deleting Admins/Users to Teams
ADDING/DELETING ADMINS/USERS TO TEAMS 6/12/2023 36
Slide 37: Adding Admins/Users to Teams
ADDING ADMINS/USERS TO TEAMS
Slide 38: Adding Admins/Users to Teams
ADDING ADMINS/USERS TO TEAMS An error message will be prompted if the admin’s email address already exists either in this, or another team
Slide 39: Adding Admins/Users to Teams
ADDING ADMINS/USERS TO TEAMS The invitation will remain pending until the user registers the account (within 72 hours). Once Admin/User has completed their account registration, the status will be updated accordingly
Slide 40: Adding Admins/Users to Teams
ADDING ADMINS/USERS TO TEAMS The total number of users is now updated in the team. To verify the addition, click on the team name.
Slide 41: Deleting Admins/Users from Team
DELETING ADMINS/USERS FROM TEAM To delete member, locate Admin/User whom you wish to delete from a team and click directly on the name to enter profile.
Slide 42: Deleting Admins/Users from Team
DELETING ADMINS/USERS FROM TEAM
Slide 43: Deleting Admins/Users from Team
DELETING ADMINS/USERS FROM TEAM 1. You cannot delete an Admin from a team if there is only one Admin in the team 2. Once removed from a team, the user will have their account revoked and will need to re- register for an account 3. Any transactions made will be serviceable by the other Admins in the
Slide 44: Switching Team & Role
SWITCHING TEAM & ROLE 6/12/2023 44
Slide 45: Switching Role
« Beck « Back SWP Training Team = 2\vcvs ‘SWP Training Team TEAM MEMBERS ASSIGNED CODES TEAM MENBERS ASSIGNED CODES Search by name @ Aca users Seerch by name @ Add users Member Actions Member Actions Ash Test ‘esh_edmin@test.com —> Test Agein Ash ash_user@testcom Test Again Ash <—— ash_userGtest.com
Slide 46: Switching Team
Switch Team for Test Again Ash? Do you want to switch team for Test Again Ash? Ifyes, please select a team. Select Team Name « Back AGENT 360 Super Team 2 wewosr TEAM MEMBERS ASSIGNED CODES Search by namo Member TestAcainash GEM ash_user@test.com ‘ashrina.hoondal@gmail.com Actions © Aca users
Slide 47: Adding Additional IATA Numbers
A D D I N G A D D I T I O N A L I ATA N U M B E R S 6/12/2023 47
Slide 48: Adding Additional IATA Numbers
ADDING ADDITIONAL IATA NUMBERS Master can register another code, which will allows them to add new IATA to their agency. Master to repeat the registration process in order to add additional new IATAs to their agency.
Slide 49: Assigning IATA to Team
A S S I G N I N G I ATA T O T E A M 6/12/2023 49
Slide 50: Assigning IATA to Team
ASSIGNING IATA TO TEAM After selecting a which team you wish to assign, select Assigned Codes and click onto Assign Codes.
Slide 51: Assigning IATA to Team
ASSIGNING IATA TO TEAM Type in a registered IATA code (that has been approved by the station) and click Assign.
Slide 52: Unlocking Account
UNLOCKING ACCOUNT 6/12/2023 52
Slide 53: Unlocking Accounts
UNLOCKING ACCOUNTS Locked accounts are caused by 90 days inactivity or multiple incorrect password attempts.
Slide 54: Unlocking Accounts
UNLOCKING ACCOUNTS 1. For locked Master User accounts, kindly approach your local SQ staff for assistance. 2. Admin accounts can only be unlocked by Master. 3. User accounts can be unlocked by Master/Admin (from same team).
Slide 55: Viewing Fare Sheets & Policies
V I E WI N G FA R ES H E E TS & P O L I C I ES 6/12/2023 55
Slide 56: Information Portal
INFORMATION PORTAL Agents will be able to view Fare Sheets and Policy Documents from Agent Resources.
Slide 57: Information Portal
INFORMATION PORTAL Stations will be able to upload Fare Sheets and Agents can view from here.
Slide 58: Information Portal
INFORMATION PORTAL Stations will be able to upload Policies and Agents can view from here.
Slide 59: Booking Flights & Issuing Tickets
BOOKING FLIGHTS & ISSUING TICKETS 6/12/2023 59
Slide 60: Accessing Booking Portal
ACESSING BOOKING PORTAL How do Travel Agents access the booking portal? • Agents log into AGENT 360 > Book a Flight • No additional login is necessary as we have enabled single sign-on
Slide 61: Booking Portal Dashboard
BOOKING PORTAL DASHBOARD Number of tickets issued in that month Access Controls: Master > Data shown is from entire agency Total sales from issued tickets in that Admin > Data shown is from entire team month (not including Imported PNRs) User > Data shown is from individual user PNRs that have TTL E
Slide 62: Booking Flights
BOOKING FLIGHTS 6/12/2023 62
Slide 63: Booking Flight
BOOKING FLIGHT Click Shopping > Flights
Slide 64: Booking Flight
BOOKING FLIGHT AGENT 360 is a separate system from Groups 360. Cabin Preference: Choose Cabin Preference Mixed Cabin Search is supported at Shopping Access Code: Unlock special fares Corporate ID: Tag booking as corp booking Types of Itineraries: One-Way, Round-Trip, Open Jaw Fare Types: Market Fare
Slide 65: Booking Flight
BOOKING FLIGHT IATA Codes: If your agency has more than 1 IATA code, they can select which code to use here Currency If your country is eligible to transact in multiple Agents can add in a Promo Code during flight search. currencies, currency can be selected here A banner will appear when applied su
Slide 66: Booking Flight
BOOKING FLIGHT Flight offers of the selected cabin class and the next cabin class will be displayed (depending on Each flight offer has an indicator availability) to differentiate NDC, Corporate, Fare Types: Agent will be shown the lowest fare of the lowest RBD available in that fare family Public f
Slide 67: Booking Flight
BOOKING FLIGHT View Fare Breakdown by pax type
Slide 68: Booking Flight
BOOKING FLIGHT View Fare Rules Fare rules will also be available on the order details page
Slide 69: Booking Flight
BOOKING FLIGHT Last Name Only: Check this box if pax only has a single name, last name will be auto-populated as FNU DOB: Mandatory to validate fare / PTC selected Name Truncation for Long Names: • No character limit to enter name but names that exceed 59 characters are truncated by the system after
Slide 70: Booking Flight
BOOKING FLIGHT Document Information: These are optional fields. If agent populates any fields, all fields must be completed. Otherwise, they can leave all fields blank and proceed. Associated Infant to Adult: If there is more than 1 ADT in the booking, select which adult to associate to INF
Slide 71: Booking Flight
BOOKING FLIGHT Primary Contact Mandatory to have at least one passenger’s contact information. Passenger and Agent Email Addresses Mandatory fields. E-Tickets and schedule change/flight disruption notifications are sent to both emails Free Text / Remarks Remarks entered here are appended to the eTic
Slide 72: Manual Reprice
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Slide 73: Manual Reprice of TST
MANUAL REPRICE OF TST Manual Reprice: Agents have the option to manually reprice TST (fare + taxes) before issuance. This can be done anytime after the booking is booked and held. Agents can first check the repriced amount before confirming the new pricing. Once pricing is committed there is no
Slide 74: Reshop Unticketed Booking
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Slide 75: Change of Unticketed Booking
CHANGE OF UNTICKETED BOOKING Agents can modify the itinerary of the booking before issuance
Slide 76: Change of Unticketed Booking
CHANGE OF UNTICKETED BOOKING This step indicates the original booking the agent would like to change.
Slide 77: Change of Unticketed Booking
CHANGE OF UNTICKETED BOOKING Modify the itinerary • Origin • Destination • Departure Date To add a segment, click “+” To delete the segment, click “-” Unlike the initial Flight Search, cabin class can only be selected for the entire itinerary at Reshop
Slide 78: Change of Unticketed Booking
CHANGE OF UNTICKETED BOOKING Select the flight options of your choice for each segment. Fare Type: Agent will be shown the lowest available RBD in that fare family
Slide 79: Change of Unticketed Booking
CHANGE OF UNTICKETED BOOKING Review the new itinerary and view Fare Breakdown / Fare rules
Slide 80: Change of Unticketed Booking
CHANGE OF UNTICKETED BOOKING Review any penalties and total fare difference If agents would like to check the price only, they can stop here. The reshop is committed once agents select “Continue”
Slide 81: Cancel Unticketed Booking
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Slide 82: Cancel Unticketed Booking
CANCEL UNTICKETED BOOKING Unticketed bookings can be cancelled anytime by clicking the “Cancel” button
Slide 83: Issuing Tickets
Pay eg Par th “Issuine Tickets
Slide 84: AGENT 360 operates on a deferred payment flow
ISSUING TICKETS AGENT 360 operates on a deferred payment flow 1 2 Book & Hold PNR Make Payment & Issue Ticket
Slide 85: Form of Payments
Only for US FORM OF PAYMENTS* Note: Form of payments available may differ across countries 1 2 3 BSP CASH BSP CARD (including UATP) IATA EASYPAY 4 5 6 ARC CASH ARC CARD DIRECT CREDIT CARD Click Issue to Issue Ticket
Slide 86: BSP Cash and Card
BSP CASH AND CARD IATA agents will view the following FOPs: BSP Cash, BSP Card, IATA EasyPay (temporarily disabled for SG) Different FOPs can be used for different transactions (e.g. Issue with BSP Cash, Reissue with BSP Card) BSP Cash BSP Card Agents are prompted to key in relevant card information
Slide 87: MOTO for BSP Card
MOTO FOR BSP CARD (MAIL ORDER TELEPHONE ORDER) What is MOTO? • Only applicable for BSP Card transactions and not Direct CC transactions • MOTO is checked by default as we assume card-no-present scenario (i.e. pax not physically present to provide card details and complete 3DS2 authentication) • Tra
Slide 88: IATA EasyPay
IATA EASYPAY Select EasyPay Similar to BSP CC but no MOTO applicable. Agents are prompted to key in relevant card information once selected.
Slide 89: Direct Credit Card
DIRECT CREDIT CARD Direct Credit Card will appear as a FOP for non BSP-accredited agents (i.e. TIDS)
Slide 90: 3DS2 Verification
3DS2 VERIFICATION • In line with regulatory requirements and to ensure a more secure payment process for customers, sellers and the airline, Singapore Airlines mandate 3DS2 authentication for all BSP Card, IATA EasyPay, and Direct Credit Card transactions • Since Oct 2022, AGENT 360 has transited fr
Slide 91: BSP Card
Are you sure you want to issue the document? 376.40 (SGD) 376.40 (SGD) Select BSP CARD expiration month epiation
Slide 92: Payment History
PAYMENT HISTORY Once ticket is issued, agents will see relevant payment type (e.g. BSP, BSP Card) reflected under Payment History
Slide 93: Reshop Ticketed Bookings
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Slide 94: Things to Take Note
THINGS TO TAKE NOTE When using Reshop, please note the following details: 1. Subject to penalty fee waiver (if any) as NDC currently does not support waiver codes. 2. Please take note of the following Reshop scenarios: a. If all segments unflown: • Agents need to select both segments to reshop a spe
Slide 95: Change of Bookings: Let's Recap
Let’s recap CHANGE OF BOOKINGS Select segments to change Modify the itinerary • Origin • Destination • Departure Date To add a segment, click “+” To delete the segment, click “-” Unlike the initial Flight Search, cabin class can only be selected for the entire itinerary at Reshop
Slide 96: Change of Bookings: Let's Recap
Let’s recap CHANGE OF BOOKINGS Select the flight options of your choice. Fare Type: Agent will be shown the lowest RBD available in that fare family
Slide 97: Change of Bookings: Let's Recap
Let’s recap CHANGE OF BOOKINGS Review the new itinerary and view Fare Breakdown / Fare rules
Slide 98: Reshop with Deferred or Immediate Payment
RESHOP WITH DEFERRED OR IMMEDIATE PAYMENT Review any penalties and total fare difference. At this point, the reshop is not committed yet. Reshop with Deferred Payment For ticketed bookings, agents can choose to reshop and hold for deferred payment. Clicking “Reshop and Hold” will commit the reshop a
Slide 99: Reshop with Deferred Payment: Reshop and Hold
RESHOP WITH DEFERRED PAYMENT: RESHOP AND HOLD When must payment be completed? For revalidation on hold, agent can confirm the reval before the flight For reissuance on hold, a new TTL is generated – agent must complete payment for reissuance by TTL or inventory is released and a new booking must be
Slide 100: Change of Bookings
CHANGE OF BOOKINGS Once payment is confirmed, new Transaction ID (e-ticket number) will be issued. Payment History will also reflect the reissuance.
Slide 101: Mixed Cabin Class Reshop
MIXED CABIN CLASS RESHOP • At Reshop, mixed cabin class search is partially supported as NDC only supports • At Shopping, mixed cabin class search is supported selecting 1 cabin class for the whole itinerary At reshop A360 displays offers for selected cabin class + up to the next cabin class dependi
Slide 102: Mixed Cabin Class Reshop
MIXED CABIN CLASS RESHOP At reshop A360 displays offers for selected cabin class + up to the next cabin class depending on availability • Select Economy → Economy & Premium Economy offers returned • Select Premium Economy → Premium Economy & Business offers returned • Select Business → Business & Fi
Slide 103: Ancillaries
ANCILLARIES ( S E AT S / B A G G A G E / M E A L S / SPECIAL SERVICE REQUESTS)
Slide 104: Adding Ancillaries
ADDING ANCILLARIES Ancillaries • Seat 1. Added on a segment level after ticketing • XBAG 2. Cannot be held (so payment & EMDs must be issued immediately) • Meals 3. Are non-transferrable, non-exchangeable and non-refundable • Special Servicing Requests (SSR)
Slide 105: Adding Seats
ADDING SEATS Select segment to add seats Hover over the seat map to view seat characteristics
Slide 106: Adding Seats
ADDING SEATS Select Payment option to complete adding of seat.
Slide 107: Adding Baggage
ADDING BAGGAGE Select the desired baggage weight (up to 100kg) / piece Price will be updated after selection 1. Select the segment to add baggage. 2. Once baggage has been added, the segment will be greyed out
Slide 108: Adding Baggage
ADDING BAGGAGE Select Payment option to complete adding of baggage.
Slide 109: Adding Baggage
ADDING BAGGAGE Once payment goes through, agent will see EMD reflected under Order Details.
Slide 110: Adding Meals
ADDING MEALS Select segment to add Standard Meals Select standard meal and Submit Coming soon: SQ Meals and In-flight menu
Slide 111: Adding Special Service Requests
ADDING SPECIAL SERVICE REQUESTS Select segment to add SSR Special Service Requests: Select the relevant SSR and enter more details into the field if required • BLND – to request the Airline’s assistance to aid the Passenger as they are visually impaired • DEAF - to request the Airline’s assistance
Slide 112: Void / Refund of Ticketed Bookings
VOID / REFUND OF TICKETED BOOKINGS
Slide 113: Void / Refund of Tickets
VOID / REFUND OF TICKETS Void Void can be done until 2359 of the same BSP Day and no penalty fee is charged. Void can only be done for the first issuance. Refund After the BSP Day void button is replaced with Refund.
Slide 114: Refund of Tickets
REFUND OF TICKETS Once a booking has been Refunded, agents will be not be able to click the order ID to view order details. Agents can view the following refund details post-refund: • Ticket number • Ticket status: RF • Settlement Authorisation Code (SAC) • Amount refunded Refunds can also be perf
Slide 115: Order Management
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Slide 116: View Order Dashboard
VIEW ORDER DASHBOARD Click on Orders to view summary of orders Click Order ID to load Order details
Slide 117: View Order Details
VIEW ORDER DETAILS Unticketed Booking Price guarantee time limit: Date to issue ticket by before fare is auto-repriced. This takes into consideration any special sales period. Ticketing time limit (TTL): Date to issue ticket before inventory expires Ticketed Booking Endorsement Text: Any remarks ent
Slide 118: Endorsement Box
ENDORSEMENT BOX Details entered in endorsement box appears on eTicket ARD
Slide 119: View Order Details
VIEW ORDER DETAILS Unticketed Booking Fare breakdown and fare rules can be viewed again Ticketed Booking Email eTicket: Resend eTicket to agent and pax Add ancillaries: (Seats, XBAG, Meals, SSR)
Slide 120: Resend eTicket
RESEND ETICKET Resend eTickets after issuance by clicking “Email eTicket” on Order Details page. Select between the following emails as the recipient email 1. Agent’s registered AGENT 360 email 2. Agent email entered in booking (if different from #1) 3. Pax email entered in booking Recipient email w
Slide 121: Resend eTicket - Fare Masking
NEW! RESEND ETICKET – FARE MASKING In the first eTicket sent out after issuance, only IT fares are masked In the resent eTicket all fares can now be masked regardless of the fare type (e.g. structural fares) • Taxes will still be displayed eTicket Receipt
Slide 122: Fare Masking on Resend eTicket
NEW! FARE MASKING ON RESEND ETICKET eTicket This is how a masked fare eticket looks like. Receipt
Slide 123: View Order Details
VIEW ORDER DETAILS Transaction Status • Hold: Ticket has not been issued • Confirm: Ticket is issued • Reshop on Hold: Booking is reissued with deferred payment Click Transaction ID to view eTicket
Slide 124: Split PNR
SPLIT PNR Agents can Split PNR for unticketed / ticketed bookings with multiple pax and continue to service bookings as separate PNRs after splitting. Select the passenger(s) to split into a separate PNR for. Selected names will be in the booking with the same original PNR. This is will be recorded
Slide 125: Split PNR – Parent PNR
SPLIT PNR – PARENT PNR Original PNR is the PARENT booking Associated CHILD booking order ID is also displayed
Slide 126: Split PNR – Child PNR
SPLIT PNR – CHILD PNR Child’s booking will have a New PNR Associated PARENT booking Order ID is also displayed
Slide 127: Flight Schedule Changes
FLIGHT SCHEDULE CHANGES When there is a schedule change, SQ will send a notification to pax and agent emails in booking. On AGENT 360, schedule changes are summarised on AGENT 360 Dashboard and affected bookings will show an indicator. HK Flight Status • In most cases, pax will be reaccommodated
Slide 128: Reports
REPORTS AS im
Slide 129: Booking Report
BOOKING REPORT Booking Report Filters • Date • IATA number • Corporate booking (if Corp ID was entered in booking) EMD Report Filters • Date • Order ID
Slide 130: Ticket Report
TICKET REPORT Filters • Ticket issue date • Departure date • PNR • IATA number • Corporate booking (if Corp ID was entered in booking) Indicator for imported PNRs and the type of servicing Coming soon: User and Team information in Reports
Slide 131: Cross-Channel Servicing
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Slide 132: Cross-Channel Servicing
CROSS-CHANNEL SERVICING • AGENT 360 allows travel agents who make NDC bookings outside AGENT 360 to import and service them based on AGENT 360’s servicing capabilities • Once transacted in AGENT 360, the updates will reflect in the agent’s original ticketing system only if the platform allows this c
Slide 133: Cross-Channel Servicing
CROSS-CHANNEL SERVICING When performing Cross-Channel Servicing, please note the following details: 1. Agents can import any ticketed NDC PNR into AGENT 360 issued and settled (e.g. BSP Cash, BSP Card, IATA EasyPay, or Direct CC) 2. Once PNR is imported it can be serviced based on AGENT 360’s servic
Slide 134: Cross-Channel Servicing
CROSS-CHANNEL SERVICING 1. Go to Order Management 2. Select Orders, Agents will need to enter the following 3. Select Import PNR details • NDC PNR • Last name • IATA number A360 will validate if these 3 fields match
Slide 135: Sync AGENT 360 with Agency Mid/Back-Office Accounting Systems
SYNC AGENT 360 WITH AGENCY MID/BACK-OFFICE ACCOUNTING SYSTEMS
Slide 136: Sync with Agency Accounting System
SYNC WITH AGENCY ACCOUNTING SYSTEM Under Accounting System, agents can link AGENT 360 with their agency accounting systems to automatically download AGENT 360 transaction files How does the sync work? • For each transaction that occurs for a PNR (e.g. issue, reissue, pay for ancillaries), transactio
Slide 137: Sync with Agency Accounting System
SYNC WITH AGENCY ACCOUNTING SYSTEM How to set-up the sync? Agents will need to download and complete a file set-up to link AGENT 360 with their accounting system Please reach out to Sarah and Emilie for any interested 1 Stations can email agent360_support to help request for a unique agents who want
Slide 138: Subagent-Consolidator Flow (Within Agency)
NEW! S U B A G E N T - C O N S O L I D AT O R F L O W (WITHIN AGENCY)
Slide 139: Subagent-Consolidator Flow
SUBAGENT-CONSOLIDATOR FLOW NEW! (WITHIN AGENCY) • AGENT 360 supports a subagent-consolidator delegation flow within the agency • Consolidator can set-up a team to invite subagent users to register under their Master account ABC International Tours IATA 1 Master A Consolidator Team 1 Team 2 Subagent
Slide 140: Things to Note When Onboarding Subagents
THINGS TO NOTE WHEN NEW! ONBOARDING SUBAGENTS • Consolidator should not register subagent’s TIDS code as the PSAA should be accepted on an entity level • Instead, the consolidator should grant the subagent team access to their IATA and set access controls to limit their booking portal functions • Su
Slide 141: Access Controls
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Slide 142: Setting Access Controls
NEW! SETTING ACCESS CONTROLS • By default, all users in the agency will get access to all booking portal functionality (e.g. book, issue etc.) • Master can see all agency transactions • Admin can see team transactions • User can see individual transactions only • Master can set access controls to de
Slide 143: Setting Access Controls
NEW! SETTING ACCESS CONTROLS Step 1: Give the access control role a name Book and Hold ticketed bookings and hold for reshop and hold Step 2: Agent should select the functions they want the role to have access to and Submit • Selecting the function will display the relevant button for that functiona
Slide 144: Setting Access Controls - Create Booking
SETTING ACCESS CONTROLS- NEW! CREATE BOOKING Step 2: Agent should select the functions they want the role to have access to Book and Hold ticketed bookings and hold for reshop and hold If Book and Hold is enabled If Book and Hold is disabled • Users can book and hold an unticketed booking • Book and
Slide 145: Setting Access Controls - Issue
SETTING ACCESS CONTROLS - NEW! ISSUE Step 2: Agent should select the functions they want the role to have access to Book and Hold ticketed bookings and hold for reshop and hold If Issue is enabled If Issue is disabled • Users can issue an unticketed booking • Issue button is hidden
Slide 146: Setting Access Controls - Cancel
SETTING ACCESS CONTROLS - NEW! CANCEL Step 2: Agent should select the functions they want the role to have access to Book and Hold ticketed bookings and hold for reshop and hold If Cancel is enabled If Cancel is disabled • Users can cancel an unticketed booking – this will release the inventory held
Slide 147: Setting Access Controls - Reshop
SETTING ACCESS CONTROLS - NEW! RESHOP Step 2: Agent should select the functions they want the role to have access to Book and Hold ticketed bookings and hold for reshop and hold If Reshop is enabled If Reshop is disabled • Users can reshop / modify a ticketed booking • Reshop button is hidden for ti
Slide 148: Setting Access Controls - Reshop on Hold
SETTING ACCESS CONTROLS – NEW! RESHOP ON HOLD Step 2: Agent should select the functions they want the role to have access to Book and Hold ticketed bookings and hold for reshop and hold If Reshop On Hold is enabled If Reshop On Hold is disabled • Users can reshop / modify an unticketed booking • Can
Slide 149: Confirm Reissue for Reshop on Hold
SETTING ACCESS CONTROLS – NEW! CONFIRM REISSUE FOR RESHOP ON HOLD Step 2: Agent should select the functions they want the role to have access to Book and Hold ticketed bookings and hold for reshop and hold If Confirm Reissue for reshop and hold is enabled If agent reshops a ticketed booking and sele
Slide 150: Reshop with Immediate Payment
SETTING ACCESS CONTROLS – NEW! RESHOP WITH IMMEDIATE PAYMENT Step 2: Agent should select the functions they want the role to have access to Book and Hold ticketed bookings and hold for reshop and hold If Reshop with immediate payment is enabled If Reshop with immediate payment is Agent can click Con
Slide 151: Manual Reprice
SETTING ACCESS CONTROLS – NEW! MANUAL REPRICE Step 2: Agent should select the functions they want the role to have access to Book and Hold ticketed bookings and hold for reshop and hold If Manual Reprice is enabled If Manual Reprice is disabled Agent can manually reprice bookings on hold which will
Slide 152: Void / Refund
SETTING ACCESS CONTROLS – NEW! VOID / REFUND Step 2: Agent should select the functions they want the role to have access to Book and Hold ticketed bookings and hold for reshop and hold If Void is enabled • Void ticketed bookings within the same BSP day If Void / Refund is disabled • Cannot perform v
Slide 153: Ancillaries
SETTING ACCESS CONTROLS – NEW! ANCILLARIES Step 2: Agent should select the functions they want the role to have access to Book and Hold ticketed bookings and hold for reshop and hold If Seat / XBAG / SSR / Meal is enabled Special Service • Respective buttons will show XBAG Requests (e.g. WCHR) Meals
Slide 154: Resend eTicket & Split PNR
SETTING ACCESS CONTROLS – NEW! RESEND ETICKET & SPLIT PNR Step 2: Agent should select the functions they want the role to have access to Book and Hold ticketed bookings and hold for reshop and hold If Split PNR is enabled If Split PNR / Resend e-ticket is disabled • Agent can split unticketed and ti
Slide 155: Subagents: Recommended Access Controls
SUBAGENTS: RECOMMENDED NEW! ACCESS CONTROLS Book and Hold ticketed bookings and hold for reshop and hold For subagents, we recommend setting up a role like this where all functionalities involving payment are unselected It is recommended for the Master (consolidator) to create a team for subagents t
Slide 156: Create and Assign Role
SETTING ACCESS CONTROLS- NEW! CREATE AND ASSIGN ROLE Step 2: Agent should select the functions they want the role to have access to Book and Hold ticketed bookings and hold for reshop and hold If Create and Assign Role is enabled If Create and Assign Role is disabled • Users will not see Setup Confi
Slide 157: Tagging Users to an Access Control Role
NEW! TA G G I N G U S E R S T O A N A C C E S S C O N T R O L R O L E
Slide 158: Tagging Users to an Access Control Role
TAGGING USERS TO AN ACCESS NEW! CONTROL ROLE Step 1: Click Add to create role Step 2: Agent to select the functions they want the role to have access to and submit • Once the role has been created, agent will see a success confirmation • Agent can edit the functions granted to the role after creatin
Slide 159: Tagging Users to an Access Control Role
TAGGING USERS TO AN ACCESS NEW! CONTROL ROLE Master Who can the Master tag? • Only users / admins who have accessed the booking portal before will appear here. As a best practice, we recommend users/admins to verify they can access the booking portal access once they are invited to the team • Master
Slide 160: Tagging Users to an Access Control Role
TAGGING USERS TO AN ACCESS NEW! CONTROL ROLE Subagents can create bookings and share with the consolidator for ticketing • By default, what bookings an agent can view & service depends on Master / Admin / User role: • Master: All agency transactions • Admin: All team transactions • User: Individual
Slide 161: Share Bookings
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Slide 162: Share Bookings
NEW! SHARE BOOKINGS • By default, agents can view bookings depending on their Master / Admin / User role: • Master can see all agency transactions • Admin can see team transactions • User can see individual transactions only • Bookings can be shared within the agency by clicking Share Booking on the
Slide 163: Sharing Bookings
NEW! SHARING BOOKINGS Who can bookings be shared with? ABC International Tours 1. Only users who have accessed the booking portal before will appear IATA 1, IATA 2, IATA 3 here • As a best practice, we recommend users/admins verify they can access the booking portal access once they join the team Ma
Slide 164: Sharing Bookings
NEW! SHARING BOOKINGS Who can bookings be shared with? ABC International Tours 1. Only users who have accessed the booking portal before will appear IATA 1, IATA 2, IATA 3 here. As a best practice, we recommend users/admins verify they can access the booking portal access once they join the team Mas
Slide 165: View Shared Bookings
NEW! VIEW SHARED BOOKINGS • Shared bookings will appear in the recipient’s order management page • You can see which user created the order by referring to “Booked by” • Recipients can view and service the booking with the booking function capabilities they have access to User D Admin B Admin B Admi
Slide 166: Servicing Shared Bookings
NEW! SERVICING SHARED BOOKINGS • When servicing, recipients must select an IATA from a drop-down list of their AGENT 360 registered IATAs: • Issue • Reshop • Add seats • Add XBAG • Add special service request • Add meals For imported bookings, please select the IATA / TIDS / ARC code that was used t
Slide 167: Order History
NEW! ORDER HISTORY • An order history is now visible on the order details page for all bookings • Email • Type of servicing done • OrderCreate: Booking created • AirDocIssue: Ticket issued • OrderChange: Reshop / add ancillaries • IATA number
Slide 168: Share / Unshare Bookings
NEW! SHARE / UNSHARE BOOKINGS • Bookings can be unshared by unselecting the user • Recipients can also help share the booking with other users who meet the following conditions • Users who have accessed the booking portal before • Users who have access to a common IATA with them User C Team 2 Admin
Slide 169: Summary
NEW! SUMMARY Master Admin User Remarks What bookings can All bookings in All bookings in team Individual bookings Bookings can also be be viewed / agency only shared within the serviced? agency across teams Can set Access Yes Only if Master grants Only if Master grants Controls? admin a role that ca
Slide 170: Summary
SUMMARY 6/12/2023 170
Slide 171: In a Nutshell
NEW! IN A NUTSHELL Prime Bookings 1. One-way Servicing 1. Cancel 2. Round-trip 2. Void / Refund 3. Open-jaw 3. Reshop unticketed and ticketed bookings 4. Multi-city (up to 6 bounds) (single inventory) 4. Reshop ticketed bookings with deferred / Carriers 1. SQ immediate payment 2. Codeshare Partners
Slide 172: Summary of Agent Servicing Capabilities
SUMMARY OF AGENT 360 NEW! SERVICING CAPABILITIES Reshop Manual Cancel / deferred / Type of Booking Split PNR Void Add Seats Add XBAG Add Meals Add SSR Reprice Refund immediate payment Y Unticketed Y Y N Y N N N N AGENT Cancel 360 Booking Y Y Ticketed Y N Within same Y Y Y Y Y Refund BSP day Unticket
Slide 173: Contact Support
CONTACT SUPPORT If Agent have feedback for us for the following: Agents can reach out to us via the following platform: Submit via AGENT 360 Feedback form located at the bottom of AGENT 360 General feedback or compliments website. Email: agent360_feedback@singaporeair.com.sg with: 1. Description of
Slide 174: Thank You!
THANK YOU! Please reach out to your local SIA Sales Office for questions or clarifications. 6/12/2023 174
Singapore Airlines — Investor Presentation (September 2023) on 6ix