User Manual

User Guide The place to go: www.railticketing.ch User Manual 28.03.2008 page 1 User Guide The place to go: Contents 1. Introduction _________...
Author: Conrad Hawkins
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User Guide

The place to go:

www.railticketing.ch User Manual

28.03.2008

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User Guide

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Contents 1.

Introduction ____________________________________________________4

2.

Help functions and buttons _______________________________________5

2.1.

3.

Navigation _________________________________________________________ 5

Login _________________________________________________________6

3.1.

4.

Password __________________________________________________________ 6

User __________________________________________________________7

4.1.

User profile_________________________________________________________ 8

4.1.1.

Change password ___________________________________________________________ 9

4.2.

User list __________________________________________________________ 10

4.3.

Create new user (SuperUser) _________________________________________ 11

4.3.1.

Reset password (only SuperUser and his deputy) _________________________________ 12

4.4.

Printer list _________________________________________________________ 12

4.4.1.

Define agent printer _________________________________________________________ 13

5.

Date fields ____________________________________________________14

5.1.

Accepted date entry formats __________________________________________ 14

5.2.

Invalid formats _____________________________________________________ 14

6.

Rail Ticketing__________________________________________________15

6.1.

Product preparation and output ________________________________________ 15

6.2.

Article classes _____________________________________________________ 16

6.3.

Travel route/geographic tools _________________________________________ 16

6.4.

Swiss tickets ______________________________________________________ 17

6.4.1.

Ticket layout_______________________________________________________________ 19

6.5.

Rapid Access ______________________________________________________ 20

6.6.

Circular trips Switzerland _____________________________________________ 22

6.7.

Group travel Switzerland _____________________________________________ 23

6.8.

International tickets _________________________________________________ 24

6.9.

Country-specific tickets (example: Euro Domino) __________________________ 25

6.10.

Railcards for travel in Switzerland / customer database (KUBA)_______________ 27

6.10.1. 6.10.2. 6.10.3. 6.10.4. 6.10.5. 6.10.6.

Customer database (KUBA) __________________________________________________ 27 Addresses ________________________________________________________________ 27 Entering foreign tourists in KUBA ______________________________________________ 27 Photos ___________________________________________________________________ 28 Select and enter customers___________________________________________________ 28 Issuing railcards____________________________________________________________ 30

7.

On-line reservations ____________________________________________31

7.1.

Reservation process ________________________________________________ 32

7.2.

Functions and buttons in the basic screen: _______________________________ 33

7.3.

Place request ______________________________________________________ 34

7.4.

Specific place______________________________________________________ 34

7.5.

Adjacent place _____________________________________________________ 34

7.6.

Immediate cancellation ______________________________________________ 35

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8.

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Timetable information___________________________________________36

8.1.

Detailed view ______________________________________________________ 38

8.2.

Travel guide _______________________________________________________ 39

8.3.

Route map ________________________________________________________ 40

9.

Printing_______________________________________________________41

9.1.

Selection criteria ___________________________________________________ 41

9.2.

List of print jobs ____________________________________________________ 43

9.3.

Stock control of print job _____________________________________________ 44

10. Ticketlog _____________________________________________________47 10.1.

Selection criteria ___________________________________________________ 47

10.2.

List of sales _______________________________________________________ 48

10.3.

Detailed information _________________________________________________ 49

11. Sales Report __________________________________________________50 11.1.

Sales Report Summary ______________________________________________ 51

11.2.

Sales Report Details ________________________________________________ 52

12. Stock control __________________________________________________53 13. Back Office ___________________________________________________54 13.1.

Invoicing__________________________________________________________ 54

13.2.

Stock management _________________________________________________ 54

13.3.

Cancelled tickets and reservations _____________________________________ 55

13.4.

Accepted public transport credit vouchers ________________________________ 56

13.5.

Refunds __________________________________________________________ 57

Changes: 22.06.04:

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1. Introduction Rail Ticketing is the new system that replaces Railticketing/Traviswiss. The new Rail Ticketing system is an Internet solution. It is GDS neutral and has an integrated online information portal. This User Manual describes the main functions and processes for preparing, selling and invoicing rail products and services. It is not a guide to rail fares, but instructs sales agents in how to use the system. You will not, therefore, find any information on the actual products. Basic examples from daily practice are used to explain how the system works.

www.railticketing.ch is available 7 days a week, between the hours of 5.00 a.m. and 10.00 p.m.

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2. Help functions and buttons Function

Description Provides additional info on the article, such as validity and period of use, no. of participants, etc. Select the relevant article or application Deletes the selection made Go back a page

Dossier

Help Help Desk Info

Customer language Logout OK Search Search term

2.1.

Dossiers are treated differently depending on the GDS. In general:  Entry of dossier number: Number is copied  No input: Number allocated automatically The meaning and purpose of all input fields are explained on every page. Main contact points Info portal to Rail Ticketing  Manuals and forms are available online  Important product information  Training opportunities  Information on rail traffic  Reservation info Customer/printer language (d/f): Ticket is printed out in the relevant customer language. Logout lets you exit the Rail Ticketing application Confirm input. Use the magnifying glass to search for articles or departure/destination stations Search parameter to look for saved railcards

Navigation

It is simple to navigate in the system. After the printer has been defined, a dark blue bar appears in the top half of the screen. This lists all the menus that you can click on to activate. Info, Help and Timetable are separate web-based programs that you can access directly. The other menu items are integrated directly in Rail Ticketing. On any screen you can change from one menu to another if you wish.

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3. Login Go to the Internet address www.railticketing.ch. To enter the program, you need to type in your user ID and password.

If the Rail Ticketing system detects no user action over a certain period, it automatically switches to stand-by mode. If you wish to continue working with the system, it will ask you to re-enter your user ID and password.

3.1.

Password

Your password must contain at least 5 alphanumeric characters. If you make three invalid logon attempts, access is automatically blocked and can only be unblocked by the SuperUser, his deputy or the Help Desk.

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4. User

Application module

Purpose Change the user profile (last name, first name, printer, etc.) User password changes. Every user can change their personal password as often as they like. Accessible to all users SuperUser function (set and change password, define new users). The SuperUser’s deputy has access to the same functions. Change printer configuration or create new printer. Can be selected by any user, but only defined by the SuperUser or his deputy.

All users that work for a productive agent are treated as productive users, irrespective of their hierarchical position. Their status can be one of the following: -

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Super-User: one user must be defined as SuperUser for each travel agent. He can appoint a deputy, create, change and delete users and reset their passwords. SuperUser deputy: deputy for the SuperUser. He can create, change and delete users and reset their passwords. normal user: sales agent (lowest grade). He cannot change his user profile or password.

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4.1.

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User profile

All users are entered here by the SuperUser (or his deputy). Input field User language Deletion date User group Education mode Printer name GDS user ID Expiry date

Function Definition of application language Date from when user is no longer entitled to use Rail Ticketing Definition of SuperUser, SuperUser deputy or normal user Education mode: Defines whether a user only has training authorisation (if an agent is not yet productive, the Rail Ticketing system can be tested in education mode). see also printer list GDS-ID = same ID for the GDS system. Allocated by GDS. Date when password expires User list Specific details on current status Change personal password Save entries/changes

All input fields are compulsory

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4.1.1.

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Change password

After a password reset you must change your password immediately. You can change your personal password in this screen. Password:  The password must contain at least 5 characters, without blanks, and must not contain the user ID, last name or first name of the user.  Alphanumeric passwords (e.g. Oct80) are allowed.

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4.2.

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User list

All users are displayed for this agent.

Only the SuperUser or his deputy can perform the following functions. Function Authorisation

Reset password Create new user Change user profile

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Description Select user via Click Enter new date OK Click to go to the relevant screen (see 4.2.2) Click to go to the relevant screen (see 4.2.1) 1. Change profile with 2. Save

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4.3.

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Create new user (SuperUser)

The SuperUser or his deputy enters all the users for a particular agent, based on the following criteria: Input field User language Deletion date User group Education mode

Printer name GDS user ID

Input Definition of application language (German and French at present) Date from when the user is no longer authorised to use Rail Ticketing. Definition of SuperUser, deputy SuperUser or normal user Education mode: Defines whether a user only has training authorisation (if an agent is not yet productive, the Rail Ticketing system can be tested in education mode). You can select a specific printer that has been defined for this agent. GDS-ID = same ID for the GDS system. Allocated by GDS.

When you first enter a user his login is: PW + user ID e.g. PWXYZ30768 (upper and lower case must be respected!)

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4.3.1.

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Reset password (only SuperUser and his deputy)

If the password has been blocked to incorrect logon attempts, confirm you want to reset the password with . The reset password is: PW + user ID e.g. PWXYZ30768 (upper and lower case must be respected!) 4.4.

Printer list

Apart from "View settings", all these are restricted to the SuperUser and his deputy. 28.03.2008

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Function Delete printer

Description Click

to delete the printer setting to define new printer

Click

to view or change the printer settings.

New printer configuration Change printer settings

4.4.1.

Define agent printer

Enter the printer name and then the printer ID. You receive the necessary details from your GDS. This requires authorisation as SuperUser / deputy SuperUser.

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5. Date fields The date fields are blank on all masks. If the field is not filled in, the system automatically takes over today's date. If today's date is not desired, the date must always be entered. The system also accepts date entries which are not written out in full, or are incomplete. Example: 0312 = 3rd December of the current year. But watch out! The system does not check whether the entered date lies in the past! 5.1. Accepted date entry formats (blank) = today's date 12 = 12th day of the current month 0312 = 3rd December of the current year 031203 = 3rd December 2003 03122003 = 3rd December 2003 9. 9 1.2. 1.2.04 1.2.2004

= 9th day of the current month = 9th day of the current month = 1st February of the current year = 1st February 2004 = 1st February 2004

5.2. Invalid formats 311 = is not clear (3.11. or 31.1.?) 1.1.4 = the year must at least have two digits 31-12-2003 = hyphens are not accepted 31/12/2003 = slashes are not accepted

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6. Rail Ticketing 6.1.

Product preparation and output

The sale of every rail product and service is based on the principle that each one is assigned an article number. These article numbers are then used to select the required services and prepare them for sale. The entire product range is grouped into article classes, which are in turn subdivided into different subgroups (individual tickets Switzerland, individual tickets IP, group tickets Switzerland, etc.). When you select a subgroup, the list of all associated products and services is displayed in alphabetical order. If you already know the number of the article you are looking for, enter it directly so that you won’t need to search through the article group. Other functions include: Direct access to the customer database screen (see KUBA chapter) Direct access to the customer database screen (see KUBA chapter) Search parameters for saved tickets: search term, group number or ticket number relations (see chapter on Rapid Access)

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6.2.

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Article classes

The article classes contain several articles of the same category, which you can activate by clicking the arrow to the left of the number. You can obtain product-specific information by clicking the Info button

6.3.

to the right, without having to go to the article in question.

Travel route/geographic tools

The Timetable Information application provides you with a chart showing connections for the requested travel route, which serves as an ideal complement to the timetable extract for both customers and sales agents. This can be printed out and attached to the customer dossier. To make sure the correct route is calculated, you must enter clear details. If you do not know the exact routing requirements ("via rules"), the graphics screen provides valuable assistance. For the routing requirements you can specify towns or geographical points, such as Lötschberg, Gotthard, etc. The system automatically corrects the information it is given. Sections travelled by bus or ship have to be declared in the routing requirements. If several transport opportunities exist for a connection, which cannot be travelled as an option, the system asks you to specify the type of transport (train, bus, ship). Data transfer: Another support tool provided is the transfer of the data from the timetable into the Ticketing system (Connections screen – Overview and Connections – Details). The bottom section of the article screen displays the entire route including any connecting services (see also Timetable chapter). You can copy the required data into the relevant fields by clicking the button. You can also copy timetable data into the input screens for Swiss and international tickets, as long as there is no interruption of the journey or route. 28.03.2008

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Swiss tickets

Tickets are usually calculated for the shortest route. If in the following example you only enter "Kandersteg" as the routing requirement, you will not obtain the desired tickets. The connections chart shows that a station between Brig and Sion has to be entered.

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The following functions and buttons are available: Valid from Class No. of persons Departure/ destination station Via1, Via2 etc. Other Via+ Dossier Customer language Magnifying glass

OK

Travel date (DD.MM.YYYY) First or second class Symbol for single or return journey. Click on the one you want. For a circular trip, specify single journey. Max. 9 for individual travellers Route (from/to) Specific routing requirements Opens other fields, max. 20 input alternatives Number for customer dossier. If no number is entered, one is allocated automatically. Dossiers are treated differently depending on the GDS. Selected language for ticket layout Definition of stations names (Zurich HB, Zurich Altstetten etc.) Definition of participants (for group travel only) Calculate price

The system confirms by displaying the layout of the ticket with the already corrected route shown on the screen. If several tickets are prepared at once, the "Price" field shows the total invoice amount and the "Unit Price" the amount per person.

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Click for price reductions. The accumulation of several types of reduction is not possible. Individual tickets at different prices must be prepared and issued separately depending on the type of reduction. N.B.: If you accidentally confirm an incorrect reduction with , you cannot replace it with another one or cancel it. Although the first amount is no longer visible when you select "Reduction" again, it is still saved in the system and the ticket has to be prepared from scratch again.

6.4.1.

Ticket layout

You cannot make changes to the ticket layout. Click the previous screen, and transfer the data again.

, make the necessary corrections in

can be used to copy regularly used connections into Rapid Access.

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6.5.

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Rapid Access

Rapid Access is divided into 90 main groups, each one containing a maximum of 99 tickets. For example, you can save a Swiss group with various connections to the airport, French-speaking Switzerland, or a customer group etc. From the ticket layout, you can enter Rapid Access by clicking existing group number or create a new Rapid Access group by clicking

. Select an

Give the newly created group a unique number and name, and confirm the entry with .

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Now you can select the newly created group. To save the ticket, define the ticket number (position of saved ticket), ticket description (group name) and the search term for the ticket. Use the search term and/or ticket and group number to select your saved connections on the "Article Classes" screen.

You can subsequently change any ticket and group names at any time by clicking

them again with

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User Guide

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Circular trips Switzerland

When preparing a circular trip, you use the same screen as for a standard ticket, but the departure and destination station must be identical. In all cases, the passenger returns to the same point of departure. The circular trip can be interrupted as much as the passenger wishes – he can walk some of the way, for example. These breaks are entered as separate positions with "and from" in the routing requirements. Although the passenger returns to the same point of departure, the field for a single journey must be activated when booking a circular trip ticket. Outbound

Return trip

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Group travel Switzerland

Group tickets are issued for 10 or more persons travelling together along the entire route. To guarantee a smooth journey, places must be reserved before the group tickets are issued. Make sure there is enough time for changing trains when connections are made. Once places have been reserved, catering can be arranged in the restaurant car or minibar. You can make group reservations in the Service Center ("Info" menu, "Group travel" form). For international groups, places should, where possible, be reserved directly in the "Reservations" application. The ticket is prepared on the standard (national) screen. Once the travel route is defined, the number of participants per category is entered via . The fields and MUST be filled in. To process the details, click twice.

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6.8.

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International tickets

The procedure for preparing international tickets is very different from the one used for domestic travel in Switzerland. You must confirm every entry associated with the route by clicking or in order to access the next input field, until the entire international section of the route has been correctly defined. This procedure is necessary because of the ability to integrate several transit countries, each with autonomous price calculation, into one ticket. You cannot therefore simply put together the international route as you please – you must follow routes determined in advance by the different rail operators. It doesn’t matter if the route is from Switzerland to abroad or the other way: first you enter the international destination (or departure) station under "Intl. destination" and then you enter the transit border crossing points and transit routes. If the trip is only to/from a neighbouring country, Switzerland is immediately selected as the border crossing point. If required, the ticket can be issued only to/from a border crossing point, or the Swiss part of the route can be added. The route details in Switzerland can be freely chosen. To prevent inconvenience for travellers, special care should be given to the choice of correct border crossing point. The basic screen for route-specific tickets (standard tickets, group tickets, RIT etc.) and the preparation of details are identical in all cases. As already described under Group Travel Switzerland, the number of passengers remains 1 even for groups in international travel. Once the ticket is prepared, the details are entered by clicking . Circular trips: Once you have correctly prepared the outbound leg of a circular trip, save the data by clicking and the window for the return trip opens. The system only requires details of the departure station, the route abroad, the border crossing points and, if necessary, travel through Switzerland.

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The following functions and buttons are available: Input field Valid from Class No. of passengers travelling Ticket number 1st intl. destination Via 2nd intl. destination Via Departure CH Via Via+

Description Start date of travel First or second class Symbol for single and return journey. Click on the one you want. For a circular trip, specify single journey. No. of individual passengers. Number of basic ticket, only required for supplementary tickets, e.g. class upgrade International destination station Information field (international routing requirements, predetermined) Transit route (predetermined) Routing requirements for transit countries Departure or destination station in Switzerland Routing requirements for Switzerland Additional fields for Swiss routing requirements (max. 20) Preparing return travel for circular trips Detailed entries for all passengers Opens 3 other "via" lines

6.9.

Country-specific tickets (example: Euro Domino)

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This ticket is not restricted to a specific route and can be purchased for all countries. Consult the article info for purchase conditions and validity. To prepare the ticket, you need to fill out the fields "Valid from", "Class", "Last name" and "First name", “Passprort/ID number”, and “Country”.

Click to save the basic details. The system then displays the field for you to define the required country.

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6.10. Railcards for travel in Switzerland / customer database (KUBA) 6.10.1.

Customer database (KUBA)

All holders of a Half-Fare Card or a General Abonnement (GA) railcard for unlimited free travel are registered in the customer database (KUBA) of Swiss transport operators. This customer database allows smooth procedures in connection with any operations involving the handling of railcard holders (purchase, cancellation, deposit during periods of non-use, refunds, etc.). The addresses can be used for product-specific mailings, although they are governed by the Data Protection Act and are not disclosed to private parties. Every registered customer has a unique identity in the form of a basic card (GK) number. The code comprises three letters and three numbers which will be used for all future railcard purchases or renewals. When the customer purchases his first card, his details are stored in the customer database and he is automatically assigned a GK number. Make sure the address and the name of the passenger have been correctly entered. When purchasing the first railcard, the customer must provide a good-quality passport photo which will be valid for five years. A new photo is not required for customers already registered on the database, as long as the 5-year period has not expired. Every sales agent can make corrections himself to customer data stored in the customer database (name, address, phone no., etc.). Only Administration is able to make other changes or even to delete entire histories.

6.10.2.

Addresses

No matter whether it is a first-time or a repeat purchase, please pay attention to the following: Please ask also new customers if perhaps they already had a season ticket at some earlier time (perhaps under another address?).   



Check the correct spelling of the name (copying from an official identification paper). For all season tickets, use the numbers of basic cards if such exist. Take the time needed for completely and exactly clearing up the correct address: “Do you still live at Brückfeldstrasse 16 in 3000 Bern 65?" “Does the letterbox bear your name?" If not: „Is it the address of a firm? What exactly is written on the letterbox?” Please also fill in the blank for the supplementary address indication (“c/o UBS AG, for the attention of Hans Müller, c/o Hans Müller”). Always try to enter a telephone number.

6.10.3.

Entering foreign tourists in KUBA

Foreign tourists who will only be in Switzerland for a short time can be entered in KUBA in a simplified form. The full surname, first name and date of birth of the grand-child and the full surname and first names of the parents have to be entered. However, the "street" can be omitted, the word "tourist" should be entered in the "town" field and the code "ZZZ" should be entered in the country field. "Mailing" is always set to "no".

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Photos

The period of time a photo is deemed valid is settled as follows:  

Until the completed 25th year of age: After the completed 25th year of age:

5 years. 10 years.

For determining whether the photo is valid, the age of the customer at the time the photo was taken is decisive. Order a plastic-type season ticket for first-time customers only if a photo can be sent in on the selfsame day.

6.10.5.

Select and enter customers

If the article was entered, the system asks you to input the basic card number. Click to display the data on the screen. If this is the first railcard purchased, the sales agent must enter and save the required details on the customer database. The input fields on the customer database window mean the following:

Input field Basic card number

Description Personal customer no. (allocated automatically to new customers). Person/company For an individual person or company Title Optional (Dr., Prof., Director, etc.), not Mr or Mrs Last name/first name For private individuals Company name 1 / 2 Company name for business railcards. P.O. box available If applicable, mark and add number Address line 1 Additional details, e.g. c/o SBB Station 28.03.2008

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Street and number Country/postcode/city E-mail address Customer language Sex Type of phone Photo Postal address Mailing Date of birth Phone number Input field Date of photo Same name or address possible Order by post Temporary card

Button

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Exact residential address e.g. CH/3012/Bern. Enter if applicable D / F / I for correspondence M/F No phone / home / work Yes for new customers, otherwise no Authorisation for correspondence and mailings Yes / No Must be completed (DD.MM.YYYY) Enter if available Explanation Automatic comparison if sale with photo If the same name in the same town already exists, or if the details are identical with an existing entry (e.g. father and son), you can override the database’s plausibility check. The issuing authority assumes the payment collection risk. To allow the customer to travel before receiving the actual plastic railcard, a temporary railcard with a 3-week validity period is issued. Explanation Data of customers already registered in the database are displayed on the screen along with their basic card number Register new customers or changes Clear screen Display railcards that are still valid. Copy data for preparing a railcard.

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6.10.6.

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Issuing railcards

To issue a railcard, the registered customer data must be copied from the customer database into the sales ticket window. To do so, enter the basic card (GK) number and click . With new customers, the data have to be saved to the database before the railcard can be issued.

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7. On-line reservations

You have access to the European railways’ online seat reservation system (EPR) and all the benefits of centralised service. You can make reservations from 5.00 a.m. to 10.00 p.m. You are able to reserve seats, couchettes, sleeping-car berths and at-seat meals. Every passenger is assigned a numbered place. Multiple booking of the same place is impossible. If you book several places at once, you are allocated consecutively numbered reservations, usually in the same compartment. The place numbers may be distributed throughout the carriage if the train is almost fully booked and this is the only way to provide the requested number of places. EPR never allocates reservations in different carriages unless requests are submitted in several steps (e.g. for groups).

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7.1.

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Reservation process

Reservations where connections are necessary are not completed in one step, but are arranged separately for each train. You now have the possibility of copying details straight from the Timetable Info program into the seat reservation system and adding any other data you require. Copied data are confirmed by an entry in the bottom half of the screen (arrow).

The data copied from the timetable are ordered by train (connecting services) and are transferred into the reservations system by clicking on the relevant field. As the Timetable and Reservations systems are two independent systems, the station names are unfortunately not always identical and may have to be adjusted if necessary. The system is unable to process certain copied data unless the necessary corrections are made. Example of Amsterdam: Timetable Reservations system

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= Amsterdam, CS = Amsterdam, CS

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7.2.

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Functions and buttons in the basic screen:

Input field Valid from Class No. of seats

Description Travel date (DD.MM.YYYY) First or second class Total no. of places to be reserved, with customer’s preference for window, aisle, middle or single seat Up to 5 adjacent seats may (if available) be booked by stating a specific carriage number and seat. If a special place is requested, this can be booked by entering the relevant carriage and seat number (if available)

Payment method Departure/ destination station Magnifying glass Train code Smoking Compartment type No./ tariff code 1 and 2

Credit card or cash Route for train being reserved Station definition (Paris-Lyon, Paris-Nord) Train number, 1-5 characters Customer’s preference (S / NS / either) see also "Info" menu in "Reservations" manual No. of passengers / type of special fares granted on reservation. Backmost fields = Direct input of codes. see also "Info" menu in "Reservations" manual Clicking this copies the stored reservation data from the timetable info system. The following data are copied:  Date  Train code  Departure and destination station The route printed on the ticket must match the route being reserved, and may need to be adjusted. Remove the timetable data

The screens for reserving couchettes and sleeping-car berths are just the same as for seats, and include the extra details required (position and type of couchette/sleeping-car berth). The reservation form is printed out in the specified customer language. The reservation is confirmed on screen with all its details and also carries the note "Reservation successfully completed". With reservations (unlike standard tickets), confirmation of the "Ticket request" automatically acts as a print command.

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7.3.

The place to go:

Place request

If you want to reserve a specific place in a train, you can do so by clicking in the system. If a booking already exists and another 1-5 passengers are travelling as well, the system can reserve the adjacent or opposite seat(s). To do so, select . 7.4.

Specific place

You can reserve a specific seat or couchette in the train (with the exception of Italy, Spain, Scandinavia and the UK). After you enter the relevant carriage and place number, the system allocates you the requested place, if available. 7.5.

Adjacent place

You can reserve an adjacent seat or couchette place in the train (with the exception of Italy, Spain, Scandinavia and the UK). Enter the carriage and place number of the reservation already made. If available, the system allocates you the adjacent place. You can book an adjacent place for up to a maximum of 5 persons on a separate reservation coupon. With couchette berths, this is only possible for one person. If several places are required, the booking has to be split up or a new one started, after cancelling the places you no longer need.

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Click

to go to the "Reservation" main menu without exiting the dossier. takes you to the input screen where the departure and destination stations are swapped and the original train number deleted. 7.6.

Immediate cancellation

If, after completing the booking, you click , the places are immediately released again and the booking fee credited back to you. Cancellation of places and tickets is described in the Ticketlog chapter.

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8. Timetable information You can access the electronic timetable at any time and from any screen. To start the application, click on "Timetable" in the menu bar. The following functions are available in the main screen: From To Date Time

Departure station Destination station Date of travel (for night trains, effective date of departure) Departure or arrival time

The buttons on this screen have the following functions: Selection of three connections in the period requested Route details if necessary (e.g. border crossing point) Definition of service (sleeping car, restaurant car, ICE, direct connection) Deletes all data, restart Opens pop-up calendar

If available, the system offers you three possibilities during the requested period. From this you can see how often the passenger has to change trains and how long the journey lasts.

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Other details and additions can be viewed with the following buttons: Display details of connection Route map Connections to other trains, taking into account data of previous query Copy outbound journey data and reverse for return trip Timetable selection for four earlier connections Timetable selection for four later connections Copy data into reservations system

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8.1.

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Detailed view

The passenger has detailed summary of all timetable info, such as travel times and services offered. Onward connections are also displayed, with arrival and departure times of connecting trains.

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8.2.

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Travel guide

The system lets you print out the selected connection with all station stops, arrival and departure times. In addition, all the details are copied from the timetable information.

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8.3.

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Route map

This is a particularly useful function for sales agents. The map shows that the tickets have been issued for the same route as the reservations.

The timetable data can be copied into the relevant menu to prepare the tickets (Swiss and international) and seat reservations. The transfer of data is confirmed as follows:

This window closes automatically after a few seconds.

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9. Printing ! ! ! This chapter concerns only those travel agencies that are using a laser printer ! ! !

Entry into this mask is effected via the button With the help of the „Print“ function, all the tickets can be searched that you have sold or cancelled, but which have not been printed as yet.

9.1.

Selection criteria

With the help of the most diverse selection combinations, you select one or several sales transactions. The more accurately you define the criteria, the more specific the choice will be made. The search functions are the same as in Ticketlog (see chapter „Ticketlog“).

Input field  Sales date  Sales time General search User ID Dossier No. Application filter Printer status Search rail-Ticket: Reference number Article number Search reservation 28.03.2008

Input format 29.03.2004, if the field is left blank, the date of the current day is taken by default. 10:00:00 Standard: Without input, all the respective sales of the travel agent are found. Filename entered during sales transaction, visible in Ticketlog Choice: Both (Reservations and Ticketing) / Reservations (EPR) only / Ticketing only (Rail Ticket) Not yet printed / faulty print jobs Reference number attributed to the sales transaction, visible in Ticketlog For instance article 125 page 41

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Reference number Departure date

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Reference number of the booking, for instance 858886010064, visible in Ticketlog. 29.03.2004 Start of inquiry

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9.2.

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List of print jobs

All the sales transactions that correspond to the search criteria appear on the list. Sales not yet printed are listed after

Entries shown in black denote sales or partial cancellations that have not been printed as yet. Entries shown in grey denote cancelled tickets or total cancellations of reservations (Type T2 or R2). Further details and completions are available via the following buttons: You can start an inquiry again.

The marking for the chosen entries is being deleted. All the entries can be marked. Acceptance of the data for the preparation of the printing.

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9.3.

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Stock control of print job

On the following screen, you can check the inserted coupons and can adapt the coupon numbers if necessary. On request, it is possible to suppress the proposition in the field “Inserted coupon”. If you want to do this, please apply to the agency support service.

Please make sure that the sequence of the numbers of the inserted coupons corresponds to the indication shown on the screen!

If there is not a sufficient number of coupons in the present stock any more, the number of the first coupon of the new stock must be entered in the following field.

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With the button

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the coupon is shown:

In a new window, the layout of the coupon is opened in the PDF format. Please click on the printer symbol, and in the printer menu on „Papierquelle anhand Seitengrösse der PDF-Datei wählen” (choose paper source in accordance with page size of the PDF file), and choose also the desired printer. With “OK“, the ticket or the reservation is now printed on your laser printer. If you have chosen several coupons, they will be printed one after the other.

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Please check the indications marked in red. There mustn't be activated any automatic adjustments. Very Important: After printing, please check if the control number corresponds to the number that is pre-printed on the coupon.

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10.

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Ticketlog

To display this application, click on "Sales Info". In the Ticketlog application you can search for, cancel or display a sale at any time. If there is a printer error, you can check the printer status (OK or NOK). N.B.:

Tickets can only be displayed, selected or cancelled within your own travel agency.

10.1. Selection criteria You can select one or more sales using different selection combinations. The more you narrow down the criteria, the more specific the selection will be.

Input formats:  These input fields are compulsory Input field  Sales date  Sales time Search User ID Dossier no. Application filter Sales filter Printer status Total amount Search Rail Ticketing Ref. number Ticket number Article number Ticket price Search for reservation Reference number 28.03.2008

Input format 02.02.2002 10:00:00 Standard: logged in user ID. Within the same travel agency, ticket data of other user IDs can be queried as well. The Dossier number is printed on the ticket, as long as this service is supported by the GDS. Selection: Both (Reservations and Ticketing) / only Reservations (EPR) / only Ticketing (Rail Ticketing) Selection for tickets and/or reservations; only sold / only cancelled / sold and cancelled Either / OK / Not OK 10:00 printed on the ticket printed on the ticket e.g. Article 125 amount in figures printed on the reservation: e.g. 858886010064 page 47

User Guide Departure date

The place to go: 02.02.2002 Start query

10.2. List of sales The result is displayed on a maximum of two screens. If there are more results, the system asks: "Please define more exact details". If only one sale is found, its details are displayed immediately.

Select the sale you want with . The print status is already indicated on this screen. If there is no entry in the "Print" column, the print confirmation has been accepted. If no confirmation has been received, the column shows "NOK". Click

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10.3. Detailed information

 

This screen displays all the sales details. You can also make cancellations here. Cancellations:  First select the relevant ticket  Define the reason for cancellation: - Up to 1 day before validity starts

=

application error, valid from sales date up to one day before start

- Up to and including 1st valid date

=

customer return only possible within period of validity

- From 2nd day of validity (within 30 days) = Click

Print status

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return after first day of travel expires

to make the cancellation.

If there is an error you do not see this symbol . to get more information about the Click status. If the status code is 02, 06, 08 or 09, or is displayed, please contact your GDS Help Desk!

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11. Sales Report This function provides you with an overview of the tickets and reservations issued. You can retrieve data going back as far as 60 days.

Input field Period Sales type

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Input format Enter the required period, e.g. 01.06.2001 to 30.06.2001 Select the sales: all / ticket or reservation Continue to next screen (Overview of sales in a specific period) Opens pop-up calendar

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11.1. Sales Report Summary

Function Date Appl. Sales Gross Com. % Net Void Gross Com.% Net

Explanation Date of issue Application TKT = rail ticket EPR = reservation No. of sales transactions Gross amount Total commission in % Net amount No. of tickets or reservations cancelled Gross amount of cancelled tickets or reservations Total commission as a % of cancelled tickets or reservations Net amount of cancelled tickets or reservations

Select the sales date you want with . You go to the screen "Sales Report Details".

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11.2. Sales Report Details

Function Date Time Reference PAL Valid Price Commission Net

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Description Date of issue Time of issue Ticket number Dossier number Start of validity Gross amount of ticket or reservation Show commission rate as a % and amount Net amount of ticket or reservation

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12. Stock control This screen displays information on the ticket stock.

Function Delivery Form First No Last No Total Fprint Lprint L.used Error Corr.

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Description Delivery number Form number (first part of ticket number) Number of first ticket Number of last ticket Total tickets supplied Date of first print Date of last print Number of last ticket printed No. of errors, e.g. missing tickets No. of corrected tickets

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13. Back Office General All sales and cancellations done through Rail Ticketing are recorded electronically and periodically invoiced to the travel agencies. 13.1. Invoicing General Invoices are issued once or twice a month, as follows: - Amounts up to CHF 5000 1 x month - Amounts over CHF 5000 2 x month 13.1.1.1.

No invoices are issued for amounts of less than CHF 5 or negative amounts up to CHF 5. The balance is not carried over to the next bill. Date In the first week of the following month, an invoice is drawn up either for the entire previous month’s total, or for sales since the interim bill issued in the middle of the month. 13.1.1.2.

Controlling On receiving the invoice, the travel agent is able to check the sales in detail in the Sales Report application. The data are stored on the system for 60 days after the sales date for control purposes. 13.1.1.3.

Discrepancies / queries Any information about the content of the invoice comes from SBB Back Office. Queries about methods of payment should be directed to the Finance or Legal Services departments. 13.2. Stock management General Rail Ticketing and EPR are printed on ATB voucher stock. The ATB agent is responsible for the tickets printed on his ATB. Automatic delivery of ticket stock A half-year’s supply of ATB blank tickets will be supplied automatically to travel agents which have their own ATB. At least The travel agent acknowledges receipt of the vouchers by sending or faxing back the delivery note immediately to SBB Back Office.

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Handling the blank tickets - Always print ATB blanks in ascending order, starting from XXX1 - Only use blank tickets from your own supply. Do not borrow blanks from other branches, as it disrupts automated stock control - Never throw away unused or only partly printed blanks, but send them to: Schweizerische Bundesbahnen SBB Personenverkehr / P-FI-CSA Reisebüro, WYPA EG 4 / 106 Wylerstrasse 123/125 3000 Bern 65 Discrepancies The SBB will charge the travel agent for any missing blank tickets. 13.3. Cancelled tickets and reservations General Cancellations are executed in Ticketlog. The agent must be in possession of the original ticket. The dialogue and dossier numbers or the EPR reference numbers are printed on the ticket. These details are needed so that the cancellation can be performed directly. A cancellation slip is printed for each cancelled ticket sale. Cancelled tickets, printed out in as decentralised output, must be forwarded to the ordering party. Errors If the cancellation slip is not printed out, you need to find out whether the ticket or the reservation has already been cancelled. If so (and the sale is no longer displayed), the original ticket must be kept safe and a note appended to it "Cancellation slip not printed out". Handling The cancellation slip must be attached to the original ticket and kept on file by the travel agent. In the case of a plastic GA railcard, the customer must be requested to hand in any temporary railcard. A note to this effect is included on the cancellation slip. At the start of the following month the travel agent is sent a centrally compiled "List of cancelled TICKETS/ RESERVATIONS". The travel agency sends the cancellation lists, together with the cancelled documents and any temporary railcards, within 10 days to:

13.3.1.1.

Schweizerische Bundesbahnen SBB Personenverkehr / P-FI-CSA Reisebüro, WYPA EG 4 / 106 Wylerstrasse 123/125 3000 Bern 65 Discrepancies Any errors or discrepancies on printing the cancellation slip (e.g. no payment received) can be clarified with SBB Back Office. The SBB will charge the travel agent for any cancelled tickets and reservations that are missing. 28.03.2008

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13.4. Accepted public transport credit vouchers General Travel agents are authorised to accept the following credit vouchers for the payment of rail products and services: - Credit vouchers issued by Swiss transport operators - GA vouchers which customers have received when a GA is deposited at a station (acceptance for GA payment). - No commission is paid on credit vouchers. Please note: Other credit vouchers (e.g. military personnel, Jugend + Sport, recipients of Disability Insurance, Police) must not be accepted. REKA-Rail should be sent directly to Schweizer Reisekasse in Bern. Handling Send any credit vouchers accepted from Swiss transport operators by recorded delivery, accompanied by the completed form "Credit vouchers and refunds" to: 13.4.1.1.

Schweizerische Bundesbahnen SBB Personenverkehr / P-FI-CSA Reisebüro, WYPA EG 4 / 106 Wylerstrasse 123/125 3000 Bern 65 You will find the form under "Info" / "Forms". Payment SBB checks the credit vouchers. The amount to be refunded to travel agents be notified by fax. The payment is credited to the travel agent’s bank account, stating the appropriate reference. 13.4.1.2.

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13.5. Refunds General Refunds cannot be done through Rail Ticketing. Handling Any tickets or reservations submitted for refund should be sent, accompanied by the completed form "Credit vouchers and refunds", to:

13.5.1.1.

Schweizerische Bundesbahnen SBB Personenverkehr / P-FI-CSA Reisebüro, WYPA EG 4 / 106 Wylerstrasse 123/125 3000 Bern 65 You will find the form under "Info" / "Forms". Payment The amounts to be refunded to travel agents will be checked by SBB and notified by fax to the travel agents. The payment is credited to the travel agent’s bank account, stating the appropriate reference.

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