CESDirect Quick Reference Guide (FAQ s)

CESDirect Quick Reference Guide (FAQ s) Contents: Page How do I obtain CESDirect? 3 How do I launch CESDirect? 4 What do I do if I can t see CESDirect as an option? 4 Why do I need to enter my passenger s email? 5 Why do I need to enter my passenger s mobile number?.. 5 Can my passenger email be automatically pulled into CESDirect from my PNR?. 5 Why do I need to enter my passenger mobile number?. 5 Can my passenger mobile number be automatically pulled into CESDirect from my PNR? 6 Can my mobile number be automatically pulled into CES Direct from my PNR? 6 How can I check or update my passenger s contact information in Carey s system?... 6 Will I be able to choose a credit card saved on file in Carey s system?. 7 What if I have more than one passenger in my PNR?.. 7 What information will be sent directly to my passenger?.. 7 How can I change or cancel a reservation via CESDirect? 8 What if I have to call to make a change or my passenger calls to change something themselves?. 9 I cancelled my reservation via phone; why is the LIMO segment still showing in my PNR? 9 Are CESDirect reservations eligible for Unlimited Budget points?. 10 Are CESDirect reservations eligible for Carey Rewards points?. 10 What do certain error messages mean?.. 10 Why isn t the city code recognized or shown?.. 11 Can I use an account number when booking?.. 11 Can I book to my client s Direct Bill (Invoice) account?. 11 Why isn t the phone number for Carey or Embarque listed in my PNR segment details for my passenger?. 11 Why don t train segments appear like an airline segment does?. 12 How do I read or view the new LIMO segment?. 12 Will my Carey or Embarque LIMO segment print on the Trip Case itinerary?.. 13 Why is my segment being placed out of date order?.. 13 1 Last Updated: September 15 th, 2016

Where can I find the provider phone number?.. 13 Where can I find the meeting instructions for pickup at the airport or train station?. 14 Why doesn t CESDirect pull in the passenger s credit card information from the PNR?.. 14 I love the idea of CESDirect and using the LIMO segment; where can I go to see more information in one place?. 14 I have heard that Sabre will be launching a new version of Sabre Red Workspace (SRW) soon. Will CESDirect work on the new 3.0 version of SRW? 14 Where else can I go if my questions aren t answered? 14 2 Last Updated: September 15 th, 2016

How do I download CESDirect? 1. Before you are able to book Carey or Embarque reservations using CESDirect, the application must be obtained for your pseudo city by your agency eservices administrator. 2. Go to: https://www.sabreredappcentre.sabre.com/ 3. Administrators should browse Sabre Red App Centre for CESDirect (This is a FREE app). You can navigate quickly by typing CESDirect, Carey or Embarque into the search box. Or go directly to: https://www.sabreredappcentre.sabre.com/apps/cesdirect 4. Click Order Now 5. Administrators will be prompted to log in if not already logged in. 6. Administrators will provide permissions by Pseudo City (one or multiple) 7. Administrators must activate from the Sabre Red Workspace Agency Admin Tool, for each user 8. App access will be available to users upon subsequent login or updating manually by going to: Help > Check for Updates 3 Last Updated: September 15 th, 2016

How do I launch CESDirect? 1. Check for Updates after the application has been activated: Help > Check for Updates 2. Create or open a PNR (a Record Locator must be assigned) 3. With an active PNR open, launch the app by entering CESDirect into the native Sabre Window. The app may also be accessed by selecting Tools > Car & Ground > CESDirect I can t see CESDirect as an option in Tools > Car & Ground > CESDirect I am unable to launch by entering CESDirect into Native Sabre 1. If your administrator has completed the permissions, you may need to check for updates. In the SabreRed workspace select: Help > Check for Updates 2. An active PNR with an assigned record locator must be open in the native Sabre window 4 Last Updated: September 15 th, 2016

Why do I need to enter my Passengers email; can t I enter my own? The passenger email and mobile number are used to ensure your customer has an optimal chauffeured transportation experience. This email is used to identify existing profiles within the Carey system only, and is not used for any notifications or marketing messaging. Having an unique passenger profile allows Carey to apply individual passenger preferences, and send SMS text notifications (if desired, based on the profile settings) to alert the passenger of their assigned Chauffeur s name, mobile number and location upon arrival. If the passenger utilizes the mobile application, they will also be able to locate or contact his or her chauffeur. These features are not available without utilizing the passenger profile, which is identified by the email address provided. Most importantly, a unique email profile connects your passenger s trip information to your profile within Sabre Red or CareyConnect giving you a 360 degree interconnected view of the reservations booked regardless of how they are booked. Utilizing your own email will result in use of a profile located under your own email, rather than the profile of your passenger. The lead passenger name on the reservation confirmed will be displayed as that of the Passenger named in the PNR, however the individual passenger profile will not be accessed, and as a result preferences cannot be applied and passenger mobile applications could not be used. Can my Passenger email be automatically pulled into CESDirect from my PNR? Where the email is stored in the PNR in the applicable format, it will pull into the application. If there are multiple emails in the PNR, the default email selected is the first email entered. Where passenger indicators are associated to the email addresses, the email will not be captured by the application. Example below: Why do I need to enter my Passengers mobile number? The mobile number provides our dispatch and chauffeur with immediate contact information for your passenger in the event there is a change, flight delay, or there is difficulty locating the passenger. 5 Last Updated: September 15 th, 2016

Can my passenger mobile number be automatically pulled into CESDirect from my PNR? Where the passenger mobile number is stored in the PNR, and followed with the M indicator, it will pull into the application Can my mobile number be automatically pulled into CES Direct from my PNR? Where the number is stored in the PNR, and followed with the A indicator, it will pull into the application. How can I check or update my passenger s contact information in Carey s system? You may call or email our Account Services department to confirm or change information for your passenger(s) profile in Carey s system: Account.Services@carey.com / +800-406-0941 6 Last Updated: September 15 th, 2016

Will I be able to choose a credit card saved on file in Carey s system? To ensure PCI compliance on behalf of both Sabre and Carey, credit card information may not be transmitted or stored through any external system, including SabreRed. When a credit card is used for payment in CESDirect, it will be entered into the reservation at the time of booking. This card will not be saved to the Passenger s profile in Carey s system, however, it will be used for payment upon completion of service. What if I have more than one passenger in my PNR? CESDirect does not support a PNR Divide. The PNRs must be divided first, before booking via CESDirect. You may cancel a booking, divide the PNR, and then book again in the appropriate PNR. Where multiple passenger name fields are present, CESDirect will pull in each name to a drop down menu for you to select the lead Passenger. The email on the first line of the PNR will be the default email pulled into the application. Where multiple mobile numbers are in the format referenced above (-M), the last such number will be the default mobile number pulled into the application. What information will be sent directly to my Passenger? The Passenger will receive only what you choose to send. Once you have confirmed a reservation, you have an option to enter one or more email addresses for distribution of the Confirmation Notification. Confirmations will not be emailed from Carey if no email address is entered. The Passenger will also receive trip specific notifications, which have been opted in for receipt, as configured in the Carey Passenger Profile settings. This includes a reminder of upcoming service 24 hours prior to the scheduled (local) pickup time, Chauffeur information upon arrival at the pickup location, and credit card receipts where applicable. In order for the passenger to receive these notifications, their passenger profile must be opted in for those they wish to receive. You may contact Account Services for assistance with updates to the Passenger preferences: Account.Services@carey.com / +800-406-0941 Will changes I make to my PNR automatically create updates to my ground reservations and LIMO segment? No. Updates will be automatically made to your ground transportation reservations or LIMO Segment. After completing your changes, saving and ending the PNR you will need to launch CESDirect and select the My Reservations option. You can locate the specific reservation by Passenger Last Name (required), or other optional search items such as the Record Locator or Carey confirmation number. Once located, you may click on the options wheel for the associated trip (as shown below) and select Change Reservation or Cancel Reservation to complete the necessary updates to the reservation, as well as the LIMO segment. 7 Last Updated: September 15 th, 2016

How can I change or cancel a reservation via CESDirect? Only reservations originally booked via CESDirect may be modified via CESDirect. With your PNR active, launch CESDirect and select Manage Reservations. Locate your specific reservation by entering the last name of the passenger. You may enter other filtering criteria as well such as the PNR Record Locator to narrow your search results. Once you have located the trip, open the menu located to the left and select from the menu of options. 8 Last Updated: September 15 th, 2016

What if I have to call to make a change, or my passenger calls to change something themselves? You may synchronize the segment in your PNR with the updated information in Carey s system. Under the Manage Reservations tab, search for the reservation using one or more of the filter criteria. Reservations which have been modified outside of SabreRed are highlighted in gray, indicating that there is information available which has not yet been moved into your PNR LIMO segment. Click on the options wheel to the right of the reservation, and select Update PNR. This will update your segment with the most recent modifications. I canceled the trip via Phone (or some other method outside of SabreRed), why is the LIMO segment still in my PNR? You may synchronize the segment in your PNR with the updated information in Carey s system. Under the Manage Reservations tab, search for the reservation using one or more of the filter criteria. Reservations which have been modified outside of SabreRed are highlighted in gray, indicating that there is information available which has not yet been moved into your PNR LIMO segment. Click on the options wheel to the right of the reservation, and select Update PNR. If the trip has been canceled, the segment will be removed from the PNR. 9 Last Updated: September 15 th, 2016

Am I able to earn Unlimited Budget points for CESDirect reservations? YES! CESDirect will collect your Unlimited Budget ID and submit it with each reservation you confirm. You will find this field under the Travel Agent Information section listed on the right side, after you launch the application. For more information on this program, visit www.unlimitedbudget.com Am I able to earn Carey Rewards points for CESDirect reservations? Carey Rewards points are available only to reservations made via www.careyconnect.com, however Unlimited Budget points are offered via CESDirect. Unlimited Budget is a travel agent specific program, which cannot be combined with the Carey Rewards program. For more information visit www.unlimitedbudget.com What do certain error message(s) mean? Error Message ERROR: Either Sabre Services is down or your session has timed out. Kindly re-login from Area A and try again. ERROR: ET Processing Error or ERROR: Reservation orchestration error: [The reservation profile that you were updating was being updated by someone else before your changes were saved] Meaning/Description This error indicated a session timeout and may require an adjustment to the EPR timeout value. You may close and re-start the session or contact the Sabre Subscriber helpdesk to modify this value (or both). Helpdesk contact: 1-866-334-7551 Option 1 These errors are similar to Simultaneous Changes and indicate that the PNR has received a message prior to completing the processing of the RedApp request. If your segment was not placed in the PNR initially, you may locate the information by searching with the passenger name under Manage Reservations. You may change or cancel via the RedApp or via phone; however, you will not be able to add the LIMO segment into your PNR. Utilizing a nonformatted OTH segment or utilizing itinerary remarks would be necessary. If you were attempting to change or cancel an existing segment, you will need to resubmit the request via CESDirect. 10 Last Updated: September 15 th, 2016

Why isn t the city code recognized / shown? If you are selecting an Airline or Hotel segment from the PNR as the Pickup location the 3 letter city code will automatically populate. When booking from an address, however, the city code will need to be entered into the field provided. Carey is continually working on improvements to reduce manual entry for our users, including the automated entry of the city code where the drop off location selected is one of the PNR Segments. This is scheduled for a future update of CESDirect. Can I use an account number when booking? Yes, you may enter any account number, or promotion code (not both) at the time of booking. This is located beneath the itinerary information. Can I bill to my client s Direct Bill / Invoice Account? Yes, however in order to secure the account access, the passenger (or arranger) profile in Carey s system, must include the account number in order to confirm authorization for billing. Using the applicable email addresses for the arranger and the passenger will connect the profile and account information. You may request to have the account number added via phone or email to Account.Services@carey.com / +800-406-0941. Once the account is included in one of these profiles, it does not need to be requested again for that individual. Why isn t the number for Carey or Embarque listed in my PNR segment details for my passenger? Sabre is currently evaluating the addition of this information, with plans to add in 2016. This information can be found on the confirmation screen for the reservation in the CESDirect Sabre RedApp, and added as an itinerary remark for your passenger. 11 Last Updated: September 15 th, 2016

I booked a train (Amtrak) reservation for my passenger and used CESDirect to book Carey or Embarque. Why does the train segment not appear like an Airline segment does? Sabre is currently evaluating the addition of this information, with plans to add in 2016. You are able to enter the train station into the address search bar using the station code or station name, provide the train number and departure/arrival times. How do I read or view the new LIMO segment? For complete information, examples and details, you may find the Sabre issued document here: https://formatfinder.sabre.com/content/cars/limosegmentsabreredappandlimosabreformats.aspx?itemid=801b0597d87342a1bdd3233 9f56ba78e Formats: *IP Display only LIMO segments *SD Display LIMO segment details *SD/2 Display LIMO segment #2 details *HIP Display History of LIMO segments *HSD Display History of LIMO segment details 12 Last Updated: September 15 th, 2016

Will my Carey / Embarque LIMO segment print on the TripCase itinerary? YES, and all of the segment details are formatted to display easily as well. Why is my segment being placed out of date order? We are actively working with Sabre to identify an improvement to placing the segment into the PNR. You may rearrange your segments using the following format: /1/4 = after segment 1, insert segment 4: This will place the existing 4 th segment after the existing 1 st segment Where can I find the provider phone number? This can be found on the email confirmation, and on View Reservation screen for each reservation. Sabre and Carey are currently working to add the phone number into the LIMO segment details. This information may be added to the PNR using itinerary remarks. 13 Last Updated: September 15 th, 2016

Where can I find meeting instructions for pickup at the airport or train station? This can be found on the email confirmation, and on View Reservation screen for each reservation, under the Airport Arrivals tab. Sabre and Carey are currently working to add the meeting instructions into the LIMO segment details. This information may be added to the PNR using itinerary remarks. Why doesn t the application pull in the credit card information from the PNR?: For card holder security reasons, the credit card information may not be captured and passed automatically, or copied and pasted into the application. I love the idea of booking in Sabre and using the LIMO segment, but I need to see more information in one place; where do I go? www.careyconnect.com will provide you with visibility into reservations you have made, via web, phone or SabreRed. The use of your email address (as the Arranger) in the booking process will tie that reservation to your own arranger profile, making the trip visible when you sign in to the CareyConnect website under the same log in email ID. I have heard that Sabre will be launching a new version of Sabre Red Workspace (SRW) soon. Will CESDirect work on the new 3.0 version of SRW? CESDirect has already been tested on SRW version 3.0 and is fully functional. While the user interface of SRW has changed slightly, CESDirect looks and functions exactly the same in both versions. Where else can I go if my questions aren t answered? Should you require additional assistance or support, please contact us: Carey esupport 1-800-868-4091 travel.support@carey.com Sabre Red Helpdesk 1-800-842-1744 14 Last Updated: September 15 th, 2016

15 Last Updated: September 15 th, 2016