Passenger Name Record (PNR) User Guide for Certify. Cvent, Inc 1765 Greensboro Station Place McLean, VA

Transcription

1 Passenger Name Record (PNR) User Guide for Certify 2018 Cvent, Inc 1765 Greensboro Station Place McLean, VA

2 Contents Passenger Name Record (PNR) User Guide for Certify... 3 Enabling PNR Retrieval for Your Account... 4 Setting Up PNR Retrieval for Your Account... 5 General Settings... 5 Matching Criteria... 6 Setting Up PNR Retrieval in an Event... 8 Enabling Air Travel for an Event... 8 Setting Up Air Actuals for an Event... 9 Creating PNRs Automatically...10 Setting Up Shell PNR...10 Setting Up Air Request...11 Creating PNR Air Requests...12 Managing PNRs in an Event...13 Confirming High-Confidence Matches...13 Setting Up PNR Retrieval...13 Importing PNRs...14 Searching for Unmatched Registrants...16 Searching for Matched Registrants...19 Managing PNRs for All Events...20 Searching for Unmatched Registrants...20 Searching for Matched Passengers...23 Running Reports...24 Event Reports...24 Cross Event Reports

3 Passenger Name Record (PNR) User Guide for Certify Welcome to the Passenger Name Record (PNR) User Guide for Certify! In this user guide, you will learn the basic steps to integrating PNR retrieval within your account. A PNR contains information about a passenger s flight itinerary. You can use PNRs to track and manage the flights of your event s registrants. To view PNRs in Cvent, you must retrieve them from a Global Distribution System (GDS). Once you have retrieved them, you can: View all matched and unmatched passengers and registrants Match and unmatch registrants and passengers, individually or in bulk Import PNR data Run reports on PNR data For more information, please contact your relationship manager. Other common GDS s include Amadeus, Apollo, Galileo, Sabre, and Worldspan. Cvent can integrate with the American Express D2R solution. NOTE 3

4 Enabling PNR Retrieval for Your Account To enable PNR Retrieval for your account: 1. Contact your relationship manager to have PNR Retrieval turned on for your account. Your relationship manager will provide you with a thorough overview of the integration process. 2. Provide your relationship manager with the following information: Pseudo City Code (PCC): A PCC is an account name in the GDS database that the GDS assigns to an organization, usually a travel agency or travel department. Designated Queues: You can designate two queues for the integration. The first is a required retrieval queue. Cvent will use it to retrieve PNRs already created in your GDS. The second is an optional queue for creating shell PNRs. Cvent will create these PNRs using the flight information collected from your events. 3. Set criteria to determine how registrants and passengers are matched. For more information on matching criteria, see page Discuss the PNR processes. Your relationship manager will schedule an appointment with you to explain how the matching processes and reports work. 4

5 Setting Up PNR Retrieval for Your Account Once PNR Retrieval has been enabled for your account, you will need to configure the general settings and matching criteria. General Settings Admin > Integrations > GDS Integration On the GDS Integration page, click the integration enabled for your account. The account details will appear. To customize these details: 1. On the General Settings tab, click Edit. 2. Enter the name. This is what you want the GDS to be called. 3. Select whether the GDS is active. 4. The following fields will be read only: GDS/Vendor: The integration type you are using. In this case, it will be Certify. Initial Queue: The queue used to retrieve PNRs from your GDS. Event Code Regular Expression: The event code configured by AppSupport. Confirmation Number Regular Expression: The confirmation number configured by AppSupport. Company: Your Certify account ID. PCC: Your account number within the GDS you are using. Processed Queue: A queue in which PNRs are moved once retrieval is done. 5. Enter the description. This is internal information only users within your account can see. 6. Click Save. 5

6 Matching Criteria Admin > Integrations > GDS Integration Matching criteria is based on registrants personal information in Cvent as well as flight information in PNRs. On the Matching Criteria tab, you can view the following matching criteria: Matching Field: The PNR field that is matched with the Cvent condition Matching Score: The number of points given to a successful match between a field and condition Matching Condition: The Cvent condition that is matched to the PNR field There are two ways to match registrants in Cvent with PNRs. 1. Match with a Cvent Confirmation Number (see page 6) 2. Match with Fields and Scores (see page 7) When a registrant and PNR are matched, the itinerary of the PNR becomes part of the registrant s air actuals. Matching with a Cvent Confirmation Number To use this approach, **you must enter the registrant s Cvent confirmation number** in the PNR s statement information field. If a registrant and PNR have the same confirmation number, they can be matched in Cvent. 6

7 Matching with Fields and Scores With this approach, you will assign a score to each match between a pair of fields. If a registrant and PNR have a high enough score, they can be matched in Cvent. To calculate a score, Cvent will attempt to match the following PNR and Cvent fields. PNR Field Passenger First Name Passenger Last Name Flight Arrival Date and Airport Flight Departure Date and Airport Cvent Field Registrant First Name Registrant Last Name Event Start Date and Event Airport Event End Date and Event Airport In addition, Cvent will verify whether the PNRs contain the Cvent event code. The event code can be placed anywhere in the PNRs. If you choose this approach, you must discuss the following with your Cvent representative: The score for matching each pair of fields. The score can vary depending on how likely the fields are to confirm a match. A high matching threshold. This threshold will be used for matching multiple passengers with registrants in one or more events. If a passenger and registrant have a score above this threshold, Cvent will add them as a high-confidence match. If multiple passengers have a high matching score with a single registrant, Cvent will not match them. If multiple registrants have a high matching score with a single passenger, Cvent will not match them. A low matching threshold. This threshold will be used for matching a single registrant or PNR. When you use this option, any passenger or registrant with a matching score higher than the threshold will be displayed as a potential match. From these results, you can select which passengers or registrants to match. 7

8 Setting Up PNR Retrieval in an Event After you have set up PNR Retrieval for your account, you will need to enable the following settings in an event to begin making reservations. Enabling Air Travel for an Event Events > Event Details > General > Event Configuration 1. On the Event Features tab, click Edit. 2. Under Travel, turn on Air Travel and select Cvent s Air Request Form and Cvent s Air Actual Form. 3. Click Save. Once Air Travel is turned on and Cvent s Air Request Form and Cvent s Air Actual Form is selected, an Air Travel link will become available in Events > Event Details > Travel > Air Travel. 8

9 Setting Up Air Actuals for an Event Events > Event Details > Travel > Air Travel After enabling Air Travel, you must set up Air Actuals for your event. Air actual information is the only part of a PNR that can be added in Cvent. NOTE 1. On the Air Actual Setup tab, click Edit. 2. Select whether to display air actuals to planners and invitees or planners only. 3. If necessary, customize the text for the Add Air Actuals button. 4. Select which air actual information invitees can enter on air actuals. Total Price Passenger Note Confirmation Number Seat Ticket Class Add Another Flight Button 5. Select the default number of flights to be displayed. 6. Enter the default schedule information that will be displayed on air actuals. Departing from/returning to Arriving at/returning from Departure Date Return Date 7. Click Save. 9

10 Creating PNRs Automatically You can create PNRs automatically. This allows you to create shell PNRs in the GDS automatically and on demand from air requests in Cvent. Shell PNRs automate the travel request process by placing a shell travel record in the GDS with prepopulated data regarding travel requested and attendee information. This allows travel agents to finalize the booking directly and increases booking efficiency. Setting Up Shell PNR Events > Event Details > Travel > Air Travel 1. On the Shell PNR Setup tab, click Edit. 2. Click Add Shell PNR Fields. 3. Select which Shell PNR Fields to add and click OK. 4. Click Save. 10

11 Setting Up Air Request Events > Website & Registration > Registration > Registration Settings To do this, select a registration path: 1. On the Travel tab, click Edit. 2. Under the Air Requests section, select Yes to allow air requests. 3. Select who air requests can be submitted by. 4. Select Yes to automatically create PNRs. Select the GDS that the PNRs will be created in. 5. Enter the maximum requests per person. 6. Select the date to allow new requests until. 7. Select whether registrants can modify requests. 8. Select which fields will be displayed to registrants. 9. Click Save. 11

12 Creating PNR Air Requests Events > Invitee Management > Manage > Air Requests 1. On the Air Requests page, select which passengers to create a PNR for. 2. Click Create PNR. 3. In the pop-up, review your request and click Confirm. You will receive a notification that your PNR creation request has been submitted. You can check on the status of your request by running the PNR Creation Request report in the Reports section. 12

13 Managing PNRs in an Event On the PNR Management page, you can view and confirm high-confidence matches, set up PNR retrieval, import PNRs, search for, match, and unmatch registrants, and refresh PNRs. Confirming High-Confidence Matches Events > Invitee Management > Assign > PNR Management Any registrant and passenger with a rank at or above the threshold for high-confidence matching will be listed here. View the matches that have been made and click Confirm High-Confidence Matches. The threshold is based on the criteria you set when enabling PNR for your account. NOTE To see the criteria used to rank matches, go to Admin > Integrations > GDS Integration > GDS Integration Details. To update the criteria, submit a case in the Cvent Community. Setting Up PNR Retrieval Events > Invitee Management > Assign > PNR Management 1. Click Set Up PNR Retrieval. 2. In the pop-up, click Add Airport. 3. Enter the name of an airport. This will help Cvent match passengers with registrants during PNR retrieval. 4. Repeat step 2 until you have added all the airports a registrant may use while traveling. 5. Click Save. 13

14 Importing PNRs Events > Invitee Management > Assign > PNR Management If you have a list of flight itineraries, you can update them by importing PNRs from your GDS. To do this, click Import PNRs. Step 1: Select the Import File 1. Select which GDS connection to use for the import. 2. Select what to import PNR data for. 3. Click Browse to select a file to import from your computer. 4. Select whether to be notified by when the import is complete. 5. Click Next. The PNR locator and the passenger or registrant name will be used for matching. NOTE 14

15 Step 2: Map Fields in the File to Fields in Cvent You can select how to map your fields with Cvent fields. Only the fields mapped on this page will be transferred. For each of your fields, click the corresponding Cvent field dropdown and select the field that will be mapped to it. After you have set up your field mappings, click Next. Step 3: Confirm the Import Settings If your import settings are correct, click Finish. Once your import request has been submitted, you can check the progress of your request by running the PNR Retrieval History report in Cross Events > Cross Event Reports. Your import request will take a few minutes to appear in the report. 15

16 Searching for Unmatched Registrants Events > Invitee Management > Assign > PNR Management 1. Under the Registrants section, select Unmatched from the Match Status dropdown. 2. Enter your search criteria and click. Your results will appear. Once your results appear, you can do the following: Match registrants and passengers, individually or in bulk View registrants invitee information PNRs will only be displayed if they have a matching score above your account s threshold. NOTE 16

17 Individually Matching Registrants Events > Invitee Management > Assign > PNR Management 1. Under the Registrants section, select Unmatched from the Match Status dropdown. 2. Select an unmatched registrant. 3. Select Actions at the top of the page and click Match. 4. In the pop-up, if a match was made, select the match and click Confirm Match. Using the Record Locator to Match Registrants If there are no possible matches, you can use the Record Locator to search for a passenger to match. 1. Under the Registrants section, click Advanced Search. 2. Select the match status and participant. 3. Enter the record locator and click Search. 4. In the pop-up, if a match was made, select the match and click Confirm Match. View your account s threshold for matches in Admin > GDS Integration > Matching Criteria. TIP 17

18 Matching Registrants in Bulk Events > Invitee Management > Assign > PNR Management 1. Under the Registrants section, select Unmatched from the Match Status dropdown. 2. Select at least two unmatched registrant. 3. Select Actions at the top of the page and click Match. 4. In the pop-up, if a matches were made, select the matches and click Confirm Match. NOTE Registrants will only be displayed if they have a matching score above your account s threshold. View your account s threshold for matches in Admin > GDS Integration > Matching Criteria. TIP 18

19 Searching for Matched Registrants Events > Invitee Management > Assign > PNR Management 1. Under the Registrants section, select Matched from the Match Status dropdown. 2. Enter your search criteria and click. Your results will appear. Once your results appear, you can do the following: View registrants invitee information View registrants PNRs Unmatch registrants from PNRs Unmatching a Registrant Events > Invitee Management > Assign > PNR Management 1. Under the Registrants section, select Matched from the Match Status dropdown. 2. Click the name of a matched passenger. 3. Select at least one matched passenger and then click Unmatch to unmatch the registrant. 4. In the pop-up, click Confirm. 19

20 Managing PNRs for All Events In Cross Events > PNR Management, you can see an overview of all your events and how many of their registrants have been matched to PNRs. You can search for, match, and unmatch registrants within each event. You can also match registrants in bulk for multiple events. An event will only appear on this page if it meets the following criteria: It has at least one accepted registrant (invitee or guest) Its air actual form is enabled It is in Active, Closed, or Completed status Searching for Unmatched Registrants Cross Events > PNR Management 1. Under the Passengers section, select Unmatched from the Match Status dropdown. 2. Enter your search criteria and click. Your results will appear. 3. Select at least two unmatched registrants. 4. Select Actions at the top of the page and click Match. 5. In the pop-up, select which events to use for matching with the selected list of unmatched passengers and click Match. Once your results appear, you can do the following: Match registrants and passengers, individually or in bulk Delete PNRs View registrants invitee information 20

21 Individually Matching Registrants 1. Under the Passengers section, select Unmatched from the Match Status dropdown. 2. Click the name of an unmatched passenger. 3. Under the Possible Matches section, click to match a registrant to the passenger. 4. In the pop-up, select a passenger to match with the registrant and click Save. Click Registrant Search to search for registrants that may not be listed. TIP Matching Registrants in Bulk 1. Under the Passengers section, select Unmatched from the Match Status dropdown. 2. Select at least two unmatched passenger. 3. Select Actions at the top of the page and click Match. 4. In the pop-up, select which events to use for matching with the selected list of unmatched passengers and click Match. 5. Select which passengers and registrants to match. 6. Click Confirm Match. NOTE Registrants will only be displayed if they have a matching score above your account s threshold. View your account s threshold for matches in Administration > GDS Integration > GDS Integration Details > Matching Criteria. TIP 21

22 Deleting PNRs When you delete PNRs from Cvent, they will still remain in your GDS. NOTE 1. Under the Passengers section, select Unmatched from the Match Status dropdown. 2. Select at least one unmatched passenger. 3. Select Actions at the top of the page and click Delete. 4. In the pop-up, click Confirm to delete all the passengers you selected. NOTE If you delete a PNR, you will also delete all passengers associated to it. If a PNR is accidentally deleted, requeue it in your GDS. If you are unable to do this, submit a case in the Cvent Community or call for more information about adding it back. 22

23 Searching for Matched Passengers Cross Events > PNR Management 1. Under the Passengers section, select Matched from the Match Status dropdown. 2. Enter your search criteria and click. Your results will appear. Once your results appear, you can do the following: View passengers invitee information View passengers PNRs Unmatch passengers from PNRs Unmatching a Passenger 1. Under the Passengers section, select Matched from the Match Status dropdown. 2. Click the name of a matched passenger. 3. Under the Matched Registrant section, click to unmatch the registrant. 4. In the pop-up, select which passengers to unmatch from the registrant and click Save. 23

24 Running Reports You can run PNR reports as needed. When you run a travel report, it will use information from air actuals and registrants. Event Reports Events > Reporting > Reports > Reporting 1. Under the Reporting section, select Travel Reports from the category dropdown. 2. To run the report, click the name. 3. Select which information to include in the report and click Run. Cross Event Reports Cross Events > Cross Event Reports 1. On the Standard Reports tab, select Travel and Housing Reports from the display dropdown. 2. To run the report, click the name. 3. Select which information to include in the report and click Run. 24