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SINGAPORE STOPOVER HOLIDAY 2015-16

Version 1 Condensed FAQ Sep 2014 SINGAPORE Airlines Page 1 of 3 SINGAPORE STOPOVER HOLIDAY 2015 -16 FREQUENTLY ASKED QUESTIONS (FAQ) SSH SYSTEM & TRAVEL AGENT GDS BOOKINGS TOPIC: Reservations 1 Q: How do travel agents book SINGAPORE STOPOVER HOLIDAY (SSH), Basic SINGAPORE STOPOVER HOLIDAY (BSSH) or Transit (TRAN) packages? A: Agents can book, amend and cancel through their GDS systems. 2 Q: Why does the agent receive rejection (UC) status despite several attempts to book? A: The UC status can result from a number of reasons, including business rules validation, hotel unavailability or format errors.

Version 1 Condensed FAQ – Sep 2014 – Singapore Airlines Page 1 of 3 SINGAPORE STOPOVER HOLIDAY 2015-16 FREQUENTLY ASKED QUESTIONS (FAQ) SSH SYSTEM & TRAVEL AGENT GDS BOOKINGS TOPIC: Reservations

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Transcription of SINGAPORE STOPOVER HOLIDAY 2015-16

1 Version 1 Condensed FAQ Sep 2014 SINGAPORE Airlines Page 1 of 3 SINGAPORE STOPOVER HOLIDAY 2015 -16 FREQUENTLY ASKED QUESTIONS (FAQ) SSH SYSTEM & TRAVEL AGENT GDS BOOKINGS TOPIC: Reservations 1 Q: How do travel agents book SINGAPORE STOPOVER HOLIDAY (SSH), Basic SINGAPORE STOPOVER HOLIDAY (BSSH) or Transit (TRAN) packages? A: Agents can book, amend and cancel through their GDS systems. 2 Q: Why does the agent receive rejection (UC) status despite several attempts to book? A: The UC status can result from a number of reasons, including business rules validation, hotel unavailability or format errors.

2 The rejection (UC) messages will be reflected in the agent PNR to guide the agents. Examples of these messages include: Inventory Not available for requested Hotel Invalid Tour code Missing inbound or outbound flight Format error 3 Q: If rooms are not available, will the request be dropped to Tradewinds (TW) queue for servicing? A: No, the new system does not handle requests for agent bookings. Agents can access the SSH system (Travel Agent Confirmation Page) to retrieve their UC booking and to view availability for alternative hotels. Agents must cancel the original hotel segment and rebook the alternative hotel through the GDS channel.

3 The agent website is: 4 Q: Why are there multiple duplicate SSH segments for the same check-in/check-out or same/different hotels in the SSH system? A: Agents may have created multiple duplicate SSH bookings when the tour segment in GDS PNR was still showing PN. As there is a time lag for synchronisation between the SSH and GDS systems, please allow for some processing time. We would encourage agents to check the confirmation status in SSH system (Travel Agents Confirmation Page) before rebooking. 5 Q: If AROs or TW complete a SSH booking for Travel agents, will the SSH booking be synchronised back to the travel agents PNR?

4 A: No, SSH bookings made by the ARO/TW will not synchronised with the travel agent PNR. Agents are encouraged to view and check the confirmation status through the SSH system Travel Agent Confirmation page before issuing the EMD. 6 Q: Can agents make late bookings, amendments or cancellations up to 3 days prior to hotel check-in? A: SQ stations and agents cannot make last minute bookings, amendments and cancellations. TW will have to handle these bookings subject to room availability and additional charges (if applicable). Please email TW at 7 Q: Is there a limitation for room bookings in one PNR?

5 A: The maximum number of rooms that can be booked is equal to the total number of adults in the PNR. Note that agents can book up to a maximum of 9 adults in a PNR and there is no restriction on the type of room, TWIN, Triple etc. 8 Q: How does the agent book SSH in multiple/split PNR? A: Please indicate TCP in the free text remark field of the tour segment in primary PNR Example: 0 HTLSQNN1 SIN12 AUG-14 AUG/SSH-TWNB-XS1302/TCP with ZYNUC4 Version 1 Condensed FAQ Sep 2014 SINGAPORE Airlines Page 2 of 3 9 Q: How do agents charge for children aged between 2 and 11 years? A: Children pay adult twin-share prices and a rollaway bed is provided.

6 There is no charge for a second child who shares existing bedding with his/her parents. The pricing for the following room mix is illustrated below: 2A1C = 3A pricing 2A2C = 3A pricing Note: Infants under 2 years old are FOC. 1A2C = 3A pricing 10 Q: How do agents book for children? A: The booking procedures for children are the same as those for adults. Agents can request for TRPB (after verifying if the requested Hotel offers triple-sharing) and insert 2A1C or 1A2C or 2A2C in the free text remark field of the hotel segment. Note: Only a maximum of 1 rollaway bed can be added to a room, therefore for 2A2C, the second child must share existing bedding.

7 Example: 0 HTLSQNN1 SIN12 AUG-14 AUG/SSH-TRPB-XS1302/2A2C 11 Q: How do agents book handicap rooms and wheelchair transfers? A: Handicap rooms and wheelchair transfers are available on request and subject to room limitations. Agents can send requests directly to TW via email: indicating SQ PNR reference, name of hotel, and in/out date. For passengers with wheelchairs (either motorised or non-motorised), we strongly recommend arranging private transfers with ramp access, as seat-in-coach transfers would not be convenient. TOPIC: Add-on items & Special Requests 12 Q: How do agents request for prepaid add-on items or special requests eg smoking rooms?

8 A: Please insert the request as free text remarks of the tour segment Example: 0 HTLSQNN1 SIN12 AUG-14 AUG/SSH-TWNB-XS1302/LATE C/O TILL 6PM / SMKG RM 13 Q: For the late checkout option of up to 6 pm, how are the charges calculated? A: For late checkout up until 6pm, 50% of the additional night rate is charged. Please insert Prepaid late co till 6pm in the free format text field of the tour segment. If the room is required beyond 6pm, an additional night s accommodation must be booked and paid for. 14 Q: Can breakfast supplement be booked for one day only ? A: No, breakfast supplement must be applied for the entire stay including the prepaid late check-out ( if any).

9 TOPIC: Other Scenarios / Voucher / General 15 Q: Can agents book SSH / BSSH / TRAN in Group PNR? A: Agents cannot book Group PNR. They must email TW at 16 Q: For the transit hotel, can agents book two blocks of six hours? A: The minimum block time for transit booking is 6 hours. Any additional hours can be inserted as remarks in the free format text field of the hotel segment. 17 Q: If the passenger s PNR has a rail sector, will agents be able to book an SSH segment? A: If the rail segment is shown as an IATA compliant ITIN, SSH segment bookings can be made in the same way as air segments. 18 Q: Where do passengers collect the SSH brochure and attractions card?

10 A: The attraction card is issued at the SSH airport counters located at Changi Airport Terminals 2 and 3; they are not delivered to the Hotels 19 Q: Do passengers need to produce the payment document (EMD) upon hotel check-in? A: Yes, passengers must check-in with the EMD. If the passenger does not, the hotel reserves the right to charge the passengers at the hotel s published price. Please ensure passengers names and hotel confirmation details are clearly indicated on the EMD to avoid any mishandling and inconvenience to passenger. Version 1 Condensed FAQ Sep 2014 SINGAPORE Airlines Page 3 of 3 20 Q: Passengers holding the relevant EMD have on occasion found that their confirmed SSH booking was cancelled upon arrival into SIN.


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