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GSA SOLICITATION QMAD-JM-100001-N
August 23, 2010
GSA SOLICITATION QMAD-JM-100001-N
Attachment 6 – Fulfillment Automation Basic Quality Control Checks August 23, 2010
Attachment 6 Fulfillment Automation Basic Quality Control Checks The ETS2 Contractor is required to provide automated and automation assisted quality control processes (its “Quality Control Program” or (QCP)) to ensure that all ETRS reservations are to the maximum extent possible, correctly booked and documented without the need for manual post-call (or post-booking) processing by Agents. Contractor provided QCP shall ensure that all ETS2 PNRs, regardless of booking source or type, will be evaluated for accuracy, completeness, continuity, validity, formatting, and policy compliance, among other criteria. In addition, automated file finishing shall be optimally employed to minimize or eliminate the need for manual intervention in reservations fulfillment.
Contractor shall develop and deploy consistent and compatible quality control and fulfillment processes across and among all OTRS and ATRS reservations. It is anticipated that, in addition to the capabilities of Contractor’s OBE, its QCP shall include the use of GDS scripts at the ATRS POS and highly configurable Mid-Office automation to deliver post-booking quality control, fulfillment, and ongoing reservation management services on behalf of Contractor and/or the TMC.
All automation components of Contractor’s QCP shall meet or exceed industry standards for completeness, configurability, and sufficiency, including its Mid-Office automation tool. The Mid-Office System shall be capable of providing comprehensive reservation quality control, editing, and finishing routines, as well as ongoing reservation support services enumerated below. The system must be capable of performing such services for all ETRS reservations and shall include capabilities to deliver messages to applicable parties (including but not limited to Traveler, Agent, OBE, and ETS2 Portal applications) via GDS messaging, email, SMS, and web services.
The list of automated functions beginning on the following page is illustrative of the scope of Mid-Office functionality expected to be employed by Contractor. To the extent that some routines cite GDS-specific terms and functionalities, they shall be interpreted to describe functionality to be addressed by means applicable to the GDS(s) employed by Contractor. Note that some routines may necessitate the introduction and use of arguments and informational data elements that are not explicitly cited or included in the ETS2 Required Data Elements. Further, some routines may not be applicable to all PNRs in all cases. The list is not intended to be all inclusive and does not include all routines needed to support the scope of Explanatory Code requirements cited in Attachment 10, Explanatory Codes and documentary requirements defined in Attachment 11, PNR Documentary Guidance. Additional, and/or alternative functions and processes will be necessary to satisfy the scope of quality control and automated fulfillment required.
| Quality Checks |
| To ensure the reservation satisfies requirements for continuity of air/rail/car/hotel segments, is fully and properly documented, and complies with the customer agency's policy and reporting requirements. |
AIR Related
| Air Contracts |
| Validates and/or completes applicable air contract information: tour code, ticket designator, endorsements etc. |
| Emergency Contact Missing |
| For travel internationally, verifies presence of emergency contact information in the PNR |
| DHS Requirements |
| Validates presence and formatting of required Automated Passenger Information System (APIS) and Secure Flight data |
| Unused Ticket Tracking |
| Schedules post-travel review for unused ticket tracking |
| Fare Savings Fields Missing |
| Validates presence and format of required fare savings fields (Low Fare (LLA)/Comparison Fare/Explanatory Fare Savings Codes) |
| Fare Savings Format Check |
| Validates fare savings remarks, ensuring that they are in the correct format for each GDS. |
| Frequent Flyer Support |
| Verifies that the PNR contains a frequent flyer number associated with each airline reserved |
| Frequent Flyer Name and Number Check |
| Verifies the traveler name matches the name registered with the Frequent Flyer program and that the number matches profile information |
| FFQ partner airline check |
| Links FQTV numbers that share alliance affiliations |
| Air/Rail Continuity |
| Verifies that each Air/Rail segment's departure city and date matches the previous Air/Rail segment's arrival city and date, unless they are separated by an ARNK segment |
| Origin VS Destination |
| Prepares advice via remarks if the origin city does not match the final return city |
| Passive Segments Misuse |
| Prepares advice via remarks if passive booking segment status indicates ‘Held Confirmed’ and it will not be an ARC/BSP ticket |
| Schedule Change Remark |
| Checks for schedule changes and verifies or adds remarks for each segment with a schedule change |
| Seat Not Confirmed |
| Prepares advice via remarks if the seats are still on request |
| Invalid Seat Preference Code |
| Validates seat preference codes present in the PNR |
| Verify Connection Times |
| Prepares advice via remarks if connection time is greater than two hours |
| Air Segment Status Code |
| Validates status codes for each air segment against a list provided |
| Carrier Acctg-Itinerary Comparison |
| Verifies that carriers in accounting lines of ticketed PNRs, actually exist in the PNR’s booked air segments |
| Other Airline Record Locators |
| Will add Other Airline Record locator by segment associated remark |
CAR Related
| BS On Car Segment |
| Checks to make sure all Car segments have a booking source entered. |
| Car CF Number |
| Checks to make sure all Car segments have a confirmation number. |
| Car Continuity |
| Checks to make sure that each Car segment is continuous with the previous and following Air/Rail segments, unless they are separated by either an ARNK segment or another Car segment. |
| Car Frequent Traveler Credit |
| Alerts agents to possible frequent flyer credits for car rentals from affiliated airline frequent flyer programs. The routine will check a list provided for appropriate car vendors honoring frequent flyer programs |
| Car Request- Car Segment |
| Checks all Car Request remarks for a corresponding car segment. It does this by pick up date, drop off date, and city code. |
| Car Request Remarks Format |
| Ensures that there is a matching Car Request remark for each Air/Rail segment that precedes a Car segment. If routine identifies a remark in the incorrect format, routine will document the PNR with the incorrect remark and queue place to the specified location. |
| Car Requests Are Booked |
| Ensures that there is a corresponding car booking for each Car Request remark, unless there is a “NO CAR” remark. |
| Car Segment Name |
| Ensures that, for every PNR containing a car reservation together with one or more airline or train bookings, the car renter’s name matches at least one passenger name booked in the PNR |
| Confirmed Car Segment |
| Ensures that all Car segments on the PNR have a valid status code by looping through a provided list of all invalid status codes. |
| Correct Car CD Number |
| Ensures that Car rentals have the correct Corporate Discount (CD) number. |
| Correct Car ID Number |
| Verifies that Car segments have the correct customer ID number (if applicable), as specified in category remarks. |
| NO CAR Segment Validation |
| Checks for a “NO CAR” remark in PNR’s with no Car segments. |
HOTEL Related
| Auto Hotel Segment ID |
| Verifies that active Hotel segments have the correct customer ID number (if applicable), according to hotel category remarks. |
| Auto Hotel Segment CD |
| Verifies that active Hotel segments have the correct customer CD number, according to hotel category remarks. |
| Automated Hotel CF Number |
| Checks all active Hotel segments to see if they have a confirmation number. |
| Automated Hotel CF Status |
| Checks to make sure that all active Hotel segments have a valid status. |
| Automated Hotel Guarantee |
| Checks all Active hotel segments for missing rate guarantee and for missing credit card guarantee |
| Hotel Check-in Matches Previous Air/Rail Arrival |
| Ensures continuity between Air/Rail and Hotel segments, such that the Air/Rail segment arrival date must match the Hotel segment check-in date. |
| Hotel Checkout- Next Air/Rail Depart City |
| Checks Hotel segment continuity with the following Air/Rail segment, such that the Hotel segment city must match the next Air/Rail segment departure city. |
| Hotel City= Previous Air/Rail Segment Arrival City |
| Checks Hotel segment continuity with the previous Air/Rail segment, such that the Hotel segment city must match the previous Air/Rail segment arrival city |
| Hotel Date = Next Hotel Date |
| Checks for consecutive hotel segments that are not separated by an ARNK or Air/Rail segment. It will check to see if the previous hotel segment's checkout date is the same as the next hotel segment's check-in date. |
| Hotel Frequent Traveler Credit |
| Alerts agents to possible frequent flyer credits for hotel stays from affiliated airline frequent flyer programs. |
| Late Arrival Guaranteed Manual Hotel Segment |
| Ensure that Hotel bookings with late check-ins are guaranteed |
| Manual Hotel Confirmation |
| Finds all manual (passive) Hotel segments that are missing a confirmation number. |
| Manual Hotel Guarantee |
| Finds all manual (passive) Hotel segments that do not have a guarantee. |
| No Hotel With Overnight Stopover |
| Searches for either a Hotel segment or a “NO HOTEL” remark when there is an overnight stopover |
| Request Hotel Does Not Match Booking |
| Ensures that hotel requests have been booked correctly |
General PNR Requirements
| Account Number Missing or Invalid |
| Verifies presence and format of account number |
| Delivery / Address Missing |
| Verifies presence of the deliver to and/or address line |
| Duplicate Accounting Fields |
| If a unique number for an accounting field is used more than once, an error is added |
| FOID SSR |
| Verifies presence of a FOID SSR or Form of ID field with the passengers passport information for bookings on carriers requiring same. |
| FOP Missing or Too Many |
| Checks to make sure that a single Form Of Payment exists for unticketed PNR with an Air or Rail Segment. |
| Phone Numbers Missing |
| Verifies presence of home and business phone numbers in the PNR |
| Queue Online Bookings |
| Forwards OTRS bookings to designated queue |
| OTRS record did not pass QC |
| This will send an email that the OTRS generated PNR did not pass quality control |
| ATRS record did not pass QC |
| This will send an email that the ATRS generated PNR did not pass quality control |
| Segment Status Code |
| If any air/car or hotel segment has a segment status other than confirmed - adds remark |
| Statement Information |
| Verifies presence and format of required statement information |
| Credit Card Approval Code |
| Ensures that Air/Rail segments with a credit card form of payment have an approval code. |
| Credit Card Expiration |
| Ensures that Ticket Requests with credit card form of payment have a request date before the credit card’s expiration date. |
| Multi-pax Record Division Request |
| Checks for Air segments with multiple passengers. If any are found, it adds a remark to the PNR requesting a split and queues the PNR back to the agent. |
| Past Date Ticket Requests |
| Checks for requested ticketing dates that have past, and/or were not processed before the actual ticketing date. |
| Ticketing Date After Last Date to Purchase |
| Checks to make sure that all ticket requests have a request date that is on or before the earliest “last date to ticket” of the stored fare(s) on the PNR. |
| Weekend Delivery Date Check |
| Checks to make sure that the delivery date specified in a Delivery Date remark is not on a weekend. |
| Weekend Ticketing Date Check |
| Checks to make sure that ticket request dates are not on a weekend. |
| TAW validation |
| Verifies TAW is valid |
| SSR Supplier Response |
| Verify OSI/SSR info received for car/hotel/tour confirmations, airline acknowledgements |
| DOCS remarks |
| Verifies that DOCS information exists if needed |
| Fare validation check |
| Verifies the current fare |
| Missing UDID Check |
| Ensures that all required UDID’s are present and correctly formatted |
| Missing Sort Check |
| Ensures that all required Sort remarks are entered |
| Reason Code Validation |
| Validates the reason code logic used for low fare and fare savings remarks |
| Department Code Missing |
| Verifies presence of required department code |
| Travel Authorization |
| Verifies presence of Travel Authorization, prior to ticketing |
| Advice / Notification Routine Topic |
| To ensure the traveler has complete and accurate information before departure. Standardized itinerary remarks for use in both OTRS and ATRS reservations, provides service continuity and compatibility with integrated services. |
Note: Standardized and properly formatted Advice/Notification text may be placed in PNR itinerary remarks or UDIDS, delivered via GDS messaging/queue placement, email, SMS, and/or web services, as appropriate.
| Airline/Rail Record Locators |
| Adds itinerary remarks with suppliers’ record locator for each airline and railway booked |
| Airline Phone Number |
| Adds itinerary remarks with the airline's North American toll free number |
| Check In |
| Creates itinerary remarks for check in Domestic, Trans-border and International |
| E Ticket |
| Adds itinerary remarks for E-Ticket check in procedures |
| Non ARC/BSP Carriers |
| Adds change, cancellation and baggage policy of airline NOT participating in ARC/BSP (i.e. JetBlue) |
| Non Refundable Fare |
| Adds itinerary remarks advising non-refundable and change fees |
| One Way for International |
| For International travel: adds itinerary remark that proper documentation required for entry or they may be refused |
| Propeller Plane |
| Adds itinerary remark to a flight segment operated by a propeller plane advising the traveler |
| Car Base Rate |
| Adds the itinerary remark - "CAR-BASE RATE DOES NOT INCLUDE TAXES AND SURCHARGES" |
| Car Credit Card Name |
| Adds itinerary remark to customer that CAR requires a credit card in the name of the driver |
| Car Driver Age Minimum |
| Adds itinerary remark - "CAR RENTER MUST BE 25 YEARS OLD TO RENT A CAR" |
| Car Hotel Price in Home Currency |
| For each car/hotel that is NOT in the travelers home country, it calculates the conversion and adds an itinerary under each segment with the conversion amount. |
| Car Mileage Charge |
| Adds itinerary remark reminding customer that mileage charges are applicable to their car rental |
| Baggage Allowance |
| Adds itinerary remark with applicable airline baggage weight and charges |
| Frequent Flyer Number Missing |
| If there is no frequent flyer number for a carrier on the itinerary - adds remark to agent AND itinerary remark for each missing airline |
| Health Advisory |
| Itinerary remark is added advising travelers to visit Canada's travel health website for vaccination info |
| Missing Contact Number |
| If there is no contact phone number adds itinerary remark for the customer to provide one. |
| Paper Ticket |
| Adds itinerary remarks that this ticket is a paper ticket. Just in case customer was assuming it was an e-ticket. |
| Privacy Statement |
| Adds agency's privacy statement to the itinerary |
| Rescue Line Phone Numbers |
| Adds Rescue line toll free numbers for each international city that passenger arrives in |
| Travel Advisory |
| If travelling internationally, adds itinerary remark advising customer to check specific website for any travel advisories. |
| Verify Documentation |
| Itinerary remarks are added to advise passengers to review documentation and report discrepancies immediately. |
| Hotel Credit Card Name |
| Adds itinerary remark to customer that HOTEL requires a credit card in the name of the guest |
| Hotel Cancellation Remarks |
| Adds itinerary remarks with the hotel cancellation policy |
| Airport Fees |
| Will determine if any of the departure cities have an airport fee that is NOT included on the ticket and then adds an itinerary remark with the amount |
| Amtrak Penalty |
| Adds remarks to PNR advising customer of the Amtrak penalty |
| Reservation Finishing Routine Topic |
| To optimize ETRS accuracy and efficiency by adding: required elements for back office accounting, pricing modifiers for ticketing, and service fees, etc. |
| Seat Fix Preference Remark |
| If customer eligible for "premium" seats based on his FQTV status or class booked, automation will update his seat request remarks to request these seats on the specific flights |
| Special Meal |
| Requests special meals |
| CAR - Add Frequent Flyer Number |
| Verifies which airline frequent traveler programs car rental participates in and adds a airline FQTV number to car segment or if they agency prefers, it will add a reminder to the agent |
| CAR - Currency Conversion |
| If the car is in a different currency - adds an accounting field that will show the car rate converted to the your local currency for management reports |
| Future Queue Follow Up |
| Adds a future queue placement field in the PNR for later follow-up i.e. unused ticket tracking |
| Passive Booking Create Accounting Line |
| Will create accounting lines for each carrier on the PNR so the file will be ready to invoice |
| Passport Field |
| Captures PPT remark and adds it as an SSR. Also checks the expiry date and emails the agency if it is expiring within 60 days |
| Retention Segment |
| Adds file retention segment for specified number of days to keep the PNR live |
| Service Fee Create |
| Builds service fee accounting line with the specific format required to transfer to BSP/ARC or back office accounting |
| Service Fee Missing |
| If account is charged a service fee and it's missing from the PNR - adds remark to agent |
| HOTEL - Add Frequent Flyer Number |
| Verifies which airline frequent traveler programs hotel rental participates in and adds a airline FQTV number to hotel segment or if they agency prefers, it will add a reminder to the agent |
| HOTEL - Currency Conversion |
| If the hotel is in a different currency - adds an accounting field that will show the hotel rate converted to the your local currency for management reports |
| Hotel OSI Add |
| Reads the hotel phone information and adds it as an OSI to the PNR |
| Pricing Fields Create and Adjust |
| This routine adjusts the pricing on the PNR if any information is incorrect |
| Comparison Fare and Code |
| Calculates required fare savings fields for Comparison Fare and associated Fare Savings Code |
| Add CAR SI- verification |
| Verifies hotel SI remark from C# is present and adds if not |
| Add Car CD verification |
| Verifies car segment corporate discount number is a match to the car segment rental company remark from related category remarks. |
| Add Car ID verification |
| Verifies car segment customer ID number (if applicable) is a match to the car segment rental company ID remark from related category remarks |
| Add Hotel SI- verification |
| Verifies hotel SI remark from hotel category remarks is present and adds if not |
| Add Hotel CD verification |
| Verifies hotel segment corporate discount number is a match to the hotel CD remark from H#. |
| Add Hotel ID verification |
| Verifies hotel segment customer ID number (if applicable) is a match to the hotel ID remark from H#. |
| Add Retention Segment |
| Add a retention segment to the PNR |
| Add missing Snap/PF codes |
| Add missing contract codes |
| Add high fare remark |
| Adding backoffice remark for high fare basic formats |
| Add low fare remark |
| Adding backoffice remark for low fare basic formats |
| Ticketing/Fulfillment |
| This routine tickets and/or invoices the PNR. Then send to the Communication module for emailing. |
| Routine Topic |
| Description |
| Ticketing |
| Checks to see if the PNR is ready for ticketing, if not will send advice appropriate parties letting them know why. When it's ready, it will run the ticket and/or invoice. |
| Credit Card Approval Code |
| Ensures that Air/Rail segments with a credit card form of payment have an approval code. |
| Ticket Date VS Last Date to Purchase |
| If ticketing date is set after the last date to purchase - adds remark to agent |
| Ticket Date is Past |
| If ticketing date is past - adds remark to agent |
| Ticket Date is on a Weekend |
| If agency does not allow ticketing on the weekend and the date is set for SAT/SUN - adds remark to agent |
| Ticket Delivery Date is on a Weekend |
| If agency does not allow ticketing on the weekend and the delivery field is set for SAT/SUN - adds remark to agent |
| Ticket printer management |
| Ticket printer stock check |
| Single E-Ticket |
| Issue Single e-ticket |
| Paper Ticket |
| Issue Paper ticket |
| Service Fee |
| Issue Service Fees |
| Ticketless |
| Issue Non-ARC / Non BSP tickets |
| WN ticketing |
| Southwest ticketing (For applicable GDS's) |
| Land Only Invoice |
| Land only Invoice |
| Split Ticket |
| Issue split tickets |
| Exchange Ticket |
| Issue Exchanges |
| Amtrak Rail |
| Issue Rail tickets |
| Multi Pax |
| Issue Multi Passenger tickets |
Continuous and Post-Ticketing Services
| Seat Management |
| Automated seat assignment and enhancement |
| Waitlist Clearance |
| Automated attempts to secure waitlisted segments and fares |
| Check-in Reminders |
| Option to send notification 24 hours prior to departures |
| Non Refundable Reminder |
| Option to send notification of non refundable ticket XX days prior to departure |
| Schedule Changes |
| Automated notification of schedule changes affecting traveler’s itinerary |
Acronyms and Initialisms for Attachment 6:
ARC/BSP = Applicable to either ARC (Airline Reporting Corporation)’s Area Settlement Plan, or the IATA (International Air Transport Association) administered BSP (Billing and Settlement Plan) Both ARC’s ASP and IATA’s ASP are industry-wide mechanisms to facilitate payments and receipts to/from participating [member] travel suppliers and travel agencies ARNK = (ARrival uNKnown, pronounced 'arunk') An itinerary segment inserted to provide PNR segment continuity in cases where the traveler arrives at destination A but next departs out of destination B. The ARNK segment indicates that it is not known how the passenger proceeds from the arrival city of the previous segment to the departure city of the next segment BS = Booking Source BSP = Billing and Settlement Plan IATA system for handling ticket sales between airlines and with IATA-accredited travel agents CF = Confirmation [Number] DOCS = (DOCumentary requirementS) includes passport and visa information needed for international travel FFQ = Frequent Traveler [program] FOID = Form of Identification FOP = Form Of Payment FQTV = Frequent Traveler [number] OSI = (Optional Services Instruction) PNR comments which are passed onto the passenger manifest, enabling ground-staff and flight crew to see special information about the passenger PF = Private Fares [alternative to Sabre-specific Snap!] POS = Point of Sale PPT = Passport SI = Service Information Snap! = SABRE Network of Attached Processors, refers to a Sabre-originated method of auto-pricing customer-specific negotiated airfares within the GDS SSR = Special Services Request TAW = Tickets Are Waiting [future ticketing date/time] UDID = (User Definable Interface Data Storage) Defined in Section C, Appendix C Acronyms as a “user defined [data] field”