Sabre Virtual Payments Customer User Guide June 2015

Transcription

1 Sabre Virtual Payments Customer User Guide June 2015 Before Agents may start using this guide, the Agency Admin will need to install and configure the Sabre Virtual Payments App. i

2 Table of Contents 1 I n t r o d u c t i o n Description Requirements Synopsis of Commands Changes in This Release B o o k i n g P r o c e s s ( H o t e l S e l l ) Selling a Hotel Using a VCN A d d i n g a V i r t u a l C r e d i t C a r d t o a n E x i s t i n g H o t e l B o o k i n g HVCC Command M o d i f i c a t i o n P r o c e s s Modifying a Hotel Segment Using VCN F a x R e s e n d P r o c e s s To Resend A Fax or View Fax History C a n c e l l a t i o n P r o c e s s Cancel a Hotel Segment and the Associated VCN ii

3 Introduction D e s c r i p t i o n The Sabre Virtual Payments application has been developed to utilize the Conferma Virtual Credit Card payment facility as an integral part of the Sabre Red Workspace hotel booking workflow. Process: During the hotel booking process in Sabre, if the customer has opted to use a Virtual Card Number (VCN), the booking request details will be captured and presented to Sabre Virtual Payments as part of the existing hotel booking workflow. On receipt of the booking request details, Sabre Virtual Payments will check security credentials, customer details, hotel booking requirements and the cost of the hotel booking. Sabre Virtual Payments will then issue and return a VCN of the required type for that customer. The application then passes the VCN details to Sabre where the form of payment will automatically be entered and the hotel reservation will be completed. Benefits: This not only saves agents time by reducing key strokes and the need to search for customer credit card information, but also reduces the risk of credit fraud. Sabre also offers agencies payment reconciliation via a user-friendly online tool called SNAP. 1.2 R e q u i r e m e n t s Before proceeding to use this guide, please ensure that the Agency Admin or IT Department have configured the Sabre Virtual Payments Application tool for use on your desktop. The Sabre Virtual Payments Installation and Service Guide is available to assist them with set-up and configuration. 1.3 S y n o p s i s o f C o m m a n d s RSFX HVCC HCXL Resend fax Add virtual card to existing hotel booking Cancel virtual card deployment 1

4 1.4 C h a n g e s i n T h i s R e l e a s e 1. Customer Account Code may now be specified in a 5H-SVPHOTEL- remark For backward compatibility the 5H-CONFERMA- format may still be used 2. Where a Custom Data Field value is sourced from a PNR remark (and therefore cannot be modified by the user) it is no longer a requirement that the value matches an item in the Selection List for that Custom Data Field. This allows the field to be setup to allow selection from a list of presets when the PNR remark is missing, so for example where an employee number remark is not present the user may select Contractor or Guest from a drop down list 3. User defined Payment Restrictions may now contain any characters. The restriction to allow only letters, digits and spaces has been removed as this data is now filtered before being included in any Sabre formats 4. Cross-of-Lorraine, Change and Next-Item may now be used in Source and Source Regex properties of a Custom Data Field. Standard character substitutions may also be used when setting up these values (e.g. apostrophe maps to cross-of-lorraine) 5. Branding changed from Travel Settlement Services (TSS) to Sabre Virtual Payments (SVP) 6. Customer Account Code as used in conjunction in Custom Data Field Groups and Payment Restrictions may now be any non-empty character sequence. Previously the Customer Account Code would be rejected if it did not start with a letter and contained any character other than letters and digits 7. Application Options may now be loaded from a centralised network location, simplifying configuration of the application in a larger agency 8. A Display Name may now be defined against a Customer Account Code. This is used in place of the Customer Account Code for display purposes where defined. If undefined (empty) then the Customer Account Code is used 9. Where the Customer DK number or Customer Account Code defined in the PNR matches the name (not display name) of a Custom Data Field Group, this group will be pre-selected in hotel sell or add card operations 10. The SI entry in a hotel sell command may now be overridden by the user. The value of the SI entry is initially obtained from the format entered by the user to initiate the hotel sell. It may be replaced by the selected Payment Restrictions entered by the user or overtyped manually 11. Comments on the fax notification may now be manually edited by the user 12. Primary traveller and traveller address are now captured as part of the hotel sell and add card processes 13. Traveller name components, addresses and reference data may now be captured in Custom Data Fields 14. PNR locator and DK number may now be captured in Custom Data Fields 15. Error reporting on a failed hotel sell operation has been improved 16. User now has the ability to edit all fields in a hotel sell or add card operation. This allows user interaction to fix issues with PNR formats and parsing which in previous versions prevented the operation from further processing 17. Low level error handling has been improved 2

5 Booking Process (Hotel Sell) S e l l i n g a H o t e l U s i n g a V C N 1. Prior to booking a hotel using this virtual payment application, the basic PNR elements must be in place (name, address, received from field, ticketing field, phone number, etc.) 2. When the PNR remark 5H-SVPHOTEL-xxxxxxxxx or 5H-CONFERMA-xxxxxxxxx (where xxxxxxxx is the customer account code for virtual payment as agreed with Sabre) is present in the Sabre PNR, the hotel sell format triggers the process for a VCN to be created. Note: All hotel sell qualifiers need to be added to the hotel sell command, this must be done with the initial sell command, i.e. 0H1 1/FT-BA SI qualifiers may be added or amended during the Sabre Virtual Payments sell process has been completed. 3. The application will be invoked when the sell command is entered (e.g. 01H 1). 3

6 4. Check that the hotel and rate details are correct and then verify Fax Number shown. (This is the number derived from the Sabre hotel record). For International faxes the Country Code needs to precede the fax number (Adding 011 prior to the Country Code will cause the fax to fail). If the number is correct, click Next > to continue. If a change to the fax number is required, overtype the number shown and click Next > to continue. 4

7 5. If any of the hotel or rate details are incorrect these may be manually corrected by checking the Edit All check-box. All fields may be overtyped, for instance the Payment Type may be changed from Deposit to Guarantee. 5

8 6. Select the primary traveller and address for the booking. Where the name in the PNR has an associated address this will automatically pre-populate. Where there is only one name in the PNR this will be pre-selected. Primary traveller must be specified, but address is optional. Then click Next > 6

9 7. Select Payment Restrictions from the drop down menu. Either use the pre-defined charges, or select (Other) to customize the charges. Note: During implementation, a custom set of restrictions can be created on a per customer basis. 7

10 8. The /SI field for the hotel sell instruction may be: a. Derived from the hotel sell format entered by the user b. Derived from the selected Payment Restrictions (the SI value may be encoded for Sabre conformance e.g. Dinner Bed and Breakfast becomes DBB) c. Free typed by the user in the supplied /SI box (this is enabled by unchecking the Copy to SI checkbox. The data entered into the /SI box will be transmitted to the hotel as part of the SVP hotel sell entry Derived from the hotel sell format entered by the user Derived from the selected Payment Restrictions 8

11 Free typed by the user 9. For certain bookings the Fax Comments may be pre-populated. These comments will be transmitted to the hotel as part of the SVP fax sent to confirm the booking. These comments may be overtyped or appended at the users discretion 9

12 10. Select the custom data field group, and then either input the custom data in the blank boxes or select the custom data from the drop down menus. Some data may be sourced from remarks and other fields in the PNR and will not be available to edit Click Next > 10

13 11. Click Yes to continue. 11

14 12. The confirmation screen is then displayed. Click OK. 12

15 13. Example of hotel segment and deployment remarks using Sabre Virtual Payments. 13

16 Adding a Virtual Credit Card to an Existing Hotel Booking H V C C C o m m a n d VCN s can be added for the following existing booking types: 1) Passive sectors created for non-gds properties. 2) Bookings generated by third party systems against a guarantee card. 3) Bookings made against standard guarantee cards which are then charged to central settlement. 1. To add a VCN to an existing hotel booking, retrieve the PNR, (ensure it has the correct Sabre Virtual Payments information in the PNR see section 2.1.2, page 3) and type the command HVCC. Fill in any blank fields and then click Next >. For GK bookings the Cancellation Policy and Country Code will be blank. Cancellation Policy must be entered, Country Code is optional. Primary traveller and should be specified as in the Hotel Sell process 14

17 2. As in the Hotel Sell process, Payment Restrictions, Fax Comments and Custom Fields should be entered. The /SI field is disabled as no new segment will be created and modification of SI information in the relevant existing segment is not possible. For multi-room bookings the Fax Comments will be pre-populated. This field can be overtyped or appended to. Custom Field entry is as in the Hotel Sell process.. Fill in the relevant fields and Click Next >. 15

18 3. Click Yes to confirm. 16

19 4. The confirmation screen is then displayed. Click OK. 17

20 5. Deployment remarks are added to the PNR. 6. Enhanced HVCC Functionality Sabre Virtual Payments now optionally allows the guarantee card for a previously created booking to be replaced with a virtual card number in the PNR. Please consult the Sabre Virtual Payments Installation and Service Guide for details regarding settings to enable the enhanced HVCC functionality. Options for Enhanced HVCC Functionality are as follows: 1. Always Replace the segment guarantee card 2. Never replace guarantee card in any segment 3. Always ask whether or not to replace the segment guarantee card Some hotel suppliers consider the replacement of the segment guarantee card to be a critical change to the booking and will cause the reservation to be re-priced. Replacing the segment guarantee card should be used with caution. Should the option to replace the segment guarantee card be chosen, please see important regarding the OX status code below. This information may also be found in Sabre Agency eservices by searching Processing OX Status for Hotels. 18

21 7. Important Note: Processing OX Status for Hotels This information may also be found in Sabre Agency eservices by searching Processing OX Status for Hotels ( Replacing the segment guarantee card can sometimes result in an OX status for the hotel booking. Do not modify or remove an OX segment until a response has been received on the new request--a confirmation or a UC (unconfirmed). If the original hotel segment contains a confirmation number and then it is modified, the Sabre system may append the original confirmation number to the new request.. This does not mean the new request is confirmed. The confirmation number is sometimes shipped back to the hotel for their reference. Check PNR history to verify if the hotel confirmed the new request after the modification was ended. If you need help reading PNR history, be sure to watch the video provided on that page. An OX occurs when: A modify entry is done for a date change The vendor is not a Direct Connect Participant The message to a Direct Connect Participant is sent via teletype Verify that a response to the HOM entry exists in the record prior to making any additional changes. When you change the date of a HK hotel segment via Direct Connect and it fails to transmit, or if the vendor uses manual communication link or requires manual processing, the Sabre system changes the status HK to OX and creates a new hotel segment with the status HK. If the new request is returned as a UC, you must cancel the UC segment, and change the segment status of the OX segment to HK in order to retain your original booking. (.2HK) If the new request is returned with a new or modified confirmation number, indicating that the hotel chain has accepted the change, change the OX segment to XK to remove it from the PNR. (.2XK) Formats Verify that a response to the HOM entry exists in the record prior to making any additional changes. Display segments to verify that a response to the modify entry was returned: If the new request is confirmed, change the OX segment to XK: If the new request is not confirmed (UC), change the new request to XK and change the OX to HK: *HIH *HIH.(segment number)xk.3xk Caution: Do not cancel the OX segment..(segment number of new request)xk.2xk.(segment number of OX segment)hk.3hk 19

22 Modification Process M o d i f y i n g a H o t e l S e g m e n t U s i n g V C N Modifications to the dates or room / rate types can be made using the standard Sabre formats for such amendments (e.g. HOM1D/14JUL-19JUL or HOM3R/PR-1SPCDBL-2) Any such modification will trigger the Sabre Virtual Payments application to process the amendments in line with the Sabre booking. 1. Once the hotel amendment format has been made and submitted, if the booking has a VCN associated to it, the Hotel Modify pop-up box will be presented as shown below. Choose Guarantee or Deposit, and verify the fax number. Click Next >. 20

23 1. The hotel modification is confirmed. Click OK. 2. Deployment remarks are added to the PNR. 21

24 Fax Resend Process T o R e s e n d A F a x o r V i e w F a x H i s t o r y If there is a requirement to resend a fax message to a hotel that has already been booked, the following procedure should be used: 1. With the PNR opened type RSFX in the Sabre emulator to open Fax History and Resend Options. The deployment number should be selected in the window. If sending the fax to a number other than the original fax number, overtype the new number in the box. The type of fax to resend should then be selected from the drop down menu. Click Resend. Confirmation Amendment CVV Re-sends the original fax Sends amendment fax to notify hotel of changes to the reservation Sends the CVV number for the virtual card. In order to maintain PCI compliance, the CVV number is sent separately from the virtual card number. 22

25 Cancellation Process C a n c e l a H o t e l S e g m e n t a n d t h e A s s o c i a t e d V C N To cancel a hotel segment that has an associated VCN, Sabre Virtual Payments will need to know the cancellation of the card has taken place, so the following process must be followed: 1. With the PNR open type HCXL in the Sabre emulator to start the cancellation process. Select the deployment to be cancelled. Click Next >. This process will cancel both the hotel reservation and the VCN. 23

26 2. Click Yes to confirm the cancellation. 3. The cancellation is confirmed. Click OK. 24

27 4. Deployment remarks are added to the PNR. 25

28 5. NOTE: The HCXL entry cancels both the Sabre hotel booking and the virtual card deployment. If the agent cancels the hotel segment directly in Sabre Red (e.g. using XI), the VCN will NOT be cancelled. In this situation, the agent must go into the PNR and perform the HCXL action on the virtual card deployment. In the Hotel Cancellation window, select the deployment and click Next >. Click OK at the confirmation window. 26