Amadeus Altea Customer Management Manual - Norwegian
Amadeus AlteaCustomer Management ManualNOR M005Doc. Ref05.12.2017Date01RevisionLinda LodtzJohannessenPreparedLinda LodtzJohannessenControlledOddbjørn HansenApproved
NAX-005M Altea Customer ManagementDoc ref: NAX M-005Page: 2 of 123Date: 01.12.2017Rev.: 01Table of ContentSigning in. 7Changing the Duty Code . 9Changing your Password . 9Time Out of Session . 9Signing Out . 9Introduction to Customer Management . 10Application Menu (Alt A) . 10Printing information from Altea . 12The Device Menu (Alt D) . 13Navigation Menu (Alt N) . 14Logoff Menu (Alt L) . 14The Help Menu (Alt H, Alt J)) . 14Help online (F1) . 14Title bar and Resize Control . 16Messenger . 17Viewing Messages . 18To view a message and remove it. . 19Reservations. 20Customer Application . 21Identifying Customers . 21Accepting customers . 23Cancel Acceptance . 26Linking. 28Linking levels . 28Adding Links . 29Remove Links . 33Standby Split . 33Seating . 34Seatplan . 35Allocating seats. 36De-allocating seats . 37Changing seats. 37Navigating in the seat plan without mouse . 38Altea CM Manual Rev 2, December 20172
NAX-005M Altea Customer ManagementDoc ref: NAX M-005Page: 3 of 123Date: 01.12.2017Rev.: 01Customer Product Record . 39Customer Product Table. 39GUI icons Quick Reference . 42GUI Seating Icons Quick Reference . 45View Customer . 47Display Customer History . 49Baggage. 50Add Baggage. 50Pooled Baggage . 51Depooling Bags . 53Cancel Baggage . 54Activate Transfer Baggage . 54Add Transfer Baggage . 57Accept baggage to first destination . 58Tickets . 60Associating Electronic Tickets . 60Ticketless . 61Override . 62Services (SSR) . 63Add services . 63Delete Services . 65Comments . 66Adding Comments. 66Deleting Comments . 69Add and Remove Infant. 70Update Customer Details . 71Timatic . 72APIS – Advanced Passenger Information System . 73Transferring Customers . 75Transferring Customers during the acceptance Process . 76Transferring Customers to Standby journey options . 77Forcing Transfer . 77Searching for alternative flights . 78Altea CM Manual Rev 2, December 20173
NAX-005M Altea Customer ManagementDoc ref: NAX M-005Page: 4 of 123Date: 01.12.2017Rev.: 01Accepting Staff . 79Creating records for Staff . 79Creating records for Commercial Customers . 81Printing Documents. 82Printing Boarding Passes . 82Printing Bag Tags . 83Flight Application . 84Entering and Searching for Flights . 84Displaying Flight Information . 86Displaying Acceptance Figures . 86Customer Lists (F4) . 87Customer Lists with Filters . 88Display list with value . 90Display the Baggage List (Shift F)) . 90Inactive Bag Tags . 92Displaying Inbound Connection Summary List . 93Outbound Connection Summary List . 94Flight Comments . 95Add Pre-defined Flight-Level Comments . 95Add Free-flow Text Comments . 96Add Flight Banner Comment . 97Boarding Application (Ctrl B) . 98Acceptance and Boarding Figures . 99Ineligible to Board (F9). 100Special Assistance List (F7) . 101Boarding Customers. 102Flight Update . 105Finalize Flights . 107Flight Departed . 108Customer Weight and Balance . 109Onload Standby Customers . 111Commit Onload . 113Jump Seat. 116Altea CM Manual Rev 2, December 20174
NAX-005M Altea Customer ManagementDoc ref: NAX M-005Page: 5 of 123Date: 01.12.2017Rev.: 01Departure Plan . 119Updating the Departure Plan . 120Print Onboard List . 121Onboard List. 122Revision listVersion: Date released:Rev 1Dec 2017Modifications:Added information regarding long haul flights. Force transferupdated.Altea CM Manual Rev 2, December 20175
NAX-005M Altea Customer ManagementDoc ref: NAX M-005Page: 6 of 123Date: 01.12.2017Rev.: 01Dear Colleagues,This manual was designed in order to provide information to you about Norwegians Altea set up.You can use it as a reference guide, to quickly find topics which you need to know more about or howto perform.We also hope it will help your studies in theoretical and practical matters.The manual will not describe all possible scenarios in Altea Customer Management, since some ofthem are not being used on Norwegian flights, but please use the Help Online (F1) in Altea which canbe a great use to you if you want to know even more.Good luck Linda Lodtz-JohannessenAltea CM Manual Rev 2, December 20176
NAX-005M Altea Customer ManagementDoc ref: NAX M-005Page: 7 of 123Date: 01.12.2017Rev.: 01Signing inWhen you first launch Customer Management, the normal Sign in screen is displayed.To change the default connection,press Ctrl down arrow in Connectionfield and select a new one:Production – This is the liveproduction software which is theversion you will use while working.Skilling – This is the version used fortraining.-Type your User name-Type your passwordAltea CM Manual Rev 2, December 20177
NAX-005M Altea Customer ManagementDoc ref: NAX M-005Page: 8 of 123Date: 01.12.2017Rev.: 01When you click the advanced button your screen expands to display the Advanced Login Parametersfields.Here you can change your Duty Code, Specify a Remote Office or change your Password if necessary.Altea CM Manual Rev 2, December 20178
NAX-005M Altea Customer ManagementDoc ref: NAX M-005Page: 9 of 123Date: 01.12.2017Rev.: 01Changing the Duty CodeIn the Duty Code field, press Ctrl arrow down to open the Duty Code list.There is only one Duty code that you will be using, and that is GS. In Altea this Duty Code does nothave anything to do with what kind of access you will have, this is controlled from the Office IDs thatis set up for your station.Changing your PasswordIf you need or want to change your password you can do that under the Advanced Log in ParametersThe password can include both letters and numbers. It has to contain minimum 6 characters andmaximum 40. The last 12 passwords are stored in the system and cannot be re-used.Time Out of SessionIf there is no activity for 15 minutes, you are automatically signed out of Customer Management andthe Sign in screen is re-displayed. You have to Re-enter your password to sign in again. The systemthen displays exactly as it was when the system timed out.Altea CM Manual Rev 2, December 20179
NAX-005M Altea Customer ManagementDoc ref: NAX M-005Page: 10 of 123Date: 01.12.2017Rev.: 01Signing OutTo sign out or close the Customer management, do the following:Press Alt L to access the Logoff menu and press EnterORPress Ctrl L from wherever you are in Customer Management and the system logs you off.Introduction to Customer ManagementThe Altea Customer Management is run by accessing different application menus:Application Menu (Alt A)You can open the different applications by using the up and down arrows and enterORPress the key combination next to the menu option.Eks: Ctrl H to enter the Customer application.The maximum number of applications you can have opened at one time is 10. When you reach thelimit a message will tell you that you have reached the maximum number of occurrences allowed forthe applications.You can close an application, by doing the followingPress Ctrl ECustomer Management is an integrated component of the Amadeus Altea Departure Control System(DCS). It enables an airline to carry out all aspects of the management of customer and compromisesthe applications listed in the table below. All Customer Management applications can be accessedusing the Customer Management Graphical user Interface (GUI).Altea CM Manual Rev 2, December 201710
NAX-005M Altea Customer ManagementAltea CM Manual Rev 2, December 2017Doc ref: NAX M-005Page: 11 of 123Date: 01.12.2017Rev.: 0111
NAX-005M Altea Customer ManagementDoc ref: NAX M-005Page: 12 of 123Date: 01.12.2017Rev.: 01Printing information from AlteaMost of the options listed in the Application menu allow you to print a cryptic version of the currentscreen in Customer Management as long as the current screen is one of the following:Altea CM Manual Rev 2, December 201712
NAX-005M Altea Customer ManagementDoc ref: NAX M-005Page: 13 of 123Date: 01.12.2017Rev.: 01The Device Menu (Alt D)You can only have one Device application open at the time.From the Device menu you can also check the status on BTP and ATB.Altea CM Manual Rev 2, December 201713
NAX-005M Altea Customer ManagementDoc ref: NAX M-005Page: 14 of 123Date: 01.12.2017Rev.: 01Navigation Menu (Alt N)This menu helps you to navigate between application tabs and how to close them.Logoff Menu (Alt L)Use Logoff menu to sign out or close Altea Customer Management completely.The Help Menu (Alt H, Alt J))Use the Help menu to access the different Customer Management support functions.Help online (F1)The online help in Customer Management is always available and updated.Altea CM Manual Rev 2, December 201714
NAX-005M Altea Customer ManagementDoc ref: NAX M-005Page: 15 of 123Date: 01.12.2017Rev.: 01Pressing Alt H, Alt J – you will access the index for help menu. Use the arrow keys to select thetopic you want.You can search for related topics by clicking the (F4), write down keywords for what you are lookingfor and press the search button.You can display the content by pressing (F5). You can print it if you like or go back to the content list.If you choose to open the online Help by pressing (F1) – it works in the same way.Altea CM Manual Rev 2, December 201715
NAX-005M Altea Customer ManagementDoc ref: NAX M-005Page: 16 of 123Date: 01.12.2017Rev.: 01Title bar and Resize ControlThe title bar is the area at the top of the screen where the names of the menus are displayed. Thecurrent date and time are displayed on the right of the bar.There are three icons on the right-hand side of the title bar. If you are using a mouse to navigate, youcan click on these icons. If you are using the keyboard see the description below in how to navigate.Altea CM Manual Rev 2, December 201716
NAX-005M Altea Customer ManagementDoc ref: NAX M-005Page: 17 of 123Date: 01.12.2017Rev.: 01MessengerThe messenger application screen opens by default when you open CM.To be able to proceed a message it is mandatory to define your:RoleAirlineDeparture Airport (except when specifying a flight group name)Altea CM Manual Rev 2, December 201717
NAX-005M Altea Customer ManagementDoc ref: NAX M-005Page: 18 of 123Date: 01.12.2017Rev.: 01When you have entered the mandatory subscriptions eks: Supervisor.ClickThis will generate all messages to be sent to Supervisors.Viewing MessagesWhenever a high-priority message is published, a pop-up is displayed.You can choose between go to Message or Cancel it directly. If you don’t cancel it will be stored inthe incoming messages list.Altea CM Manual Rev 2, December 201718
NAX-005M Altea Customer ManagementDoc ref: NAX M-005Page: 19 of 123Date: 01.12.2017Rev.: 01To view a message and remove it.When publishing messages it will only be sent to those users subscribed to the categories onechooses.Once a new message has been received, an icon is displayed above the action list on the left handside of the screen indicating the priority of the message.Altea CM Manual Rev 2, December 201719
NAX-005M Altea Customer ManagementDoc ref: NAX M-005Page: 20 of 123Date: 01.12.2017Rev.: 01ReservationsOne can access Reservation from the Customer Management GUI using a cryptic screen. A singlescreen is displayed when cryptic commands are typed.The reservation is only readable – there is no possibility to make any changes. But it is possible to usecryptic entries to display information.Useful cryptic entries:AN26SEPOSLLGWLL/DY1310/26SEPRTABCDEFIG Display availability (AN ”Date” ”DEPstation” ”ARRstation”)View Booking figures (LL/”Flightnr”/”Date”)View PNR ABCDEF (RT ”PNR”)Ignore/Close the PNRAltea CM Manual Rev 2, December 201720
NAX-005M Altea Customer ManagementDoc ref: NAX M-005Page: 21 of 123Date: 01.12.2017Rev.: 01Customer ApplicationThe main function is to identify and accept Customers for flights which they have bookings.Identifying CustomersCustomers can be identified by using a document swipe or the Customer Identification Screen.If you are using the Customer Identification screen you will have to type at least the two first lettersof the customer’s last name. Remember to type in the flight number otherwise CM will search forpassengers with these letters on all the DY flights.Advanced Options (F2) are displayed below the basic options and are used to search for otheroptions such as ticket number or Booking reference (PNR).Altea CM Manual Rev 2, December 201721
NAX-005M Altea Customer ManagementDoc ref: NAX M-005Page: 22 of 123Date: 01.12.2017Rev.: 01If the System finds one match it will be shown like thisIf there is no match you will receive this messageAltea CM Manual Rev 2, December 201722
NAX-005M Altea Customer ManagementDoc ref: NAX M-005Page: 23 of 123Date: 01.12.2017Rev.: 01Accepting customersWhen you type the letters for one person and press enter, the screen will show all persons in thesame group when the customer acceptance screen is displayed. Here none of them are accepted.Press enter to accept the Customer or update the selected field and then press enter. Customers willbe accepted and boarding card will be printed automatically.When the customers are successfully checked in, you can press enter and the screen for checking in anew customer will appear.Altea CM Manual Rev 2, December 201723
NAX-005M Altea Customer ManagementDoc ref: NAX M-005Page: 24 of 123Date: 01.12.2017Rev.: 01If you need to check in more than one customer, not belonging to a group, you can type the first twoor three letters in their last name separated with a comma and press enter.They will show like this:If this is the correct customers, just press enter to select them and then enter to accept them.Altea CM Manual Rev 2, December 201724
NAX-005M Altea Customer ManagementDoc ref: NAX M-005Page: 25 of 123Date: 01.12.2017Rev.: 01If you want to accept more than one customer when they are not linked, you can use Find Customer(F3) to accept two separate Customers together; they will then automatically be linked and seatedtogether.When pressing (F3) the Customer Identification screen will display and you can search forthe next Customer.Choose the selected Customers and press enter, as you can see below both Customers arelinked and seated together.Altea CM Manual Rev 2, December 201725
NAX-005M Altea Customer ManagementDoc ref: NAX M-005Page: 26 of 123Date: 01.12.2017Rev.: 01Cancel AcceptanceThe way you initiate acceptance cancellation, depends on what screen you are currently using.Whichever method you use, Cancel Acceptance screen is displayed. After identifying the customersCancel Acceptance will show as a shortcut from the menu.If you have already accepted the customers you have to go through the Customer menu to findCancel Acceptance.Altea CM Manual Rev 2, December 201726
NAX-005M Altea Customer ManagementDoc ref: NAX M-005Page: 27 of 123Date: 01.12.2017Rev.: 01On Cancel Acceptance Details, you have three options concerning Update Status:--Not Accepted – Customer will be accepted later (Seat reservation and baggage remain)Not Travelling - Customer will not travel on this flight (Seat reservation deleted/baggageremain)Standby- Updating Customers status to standby.If you are cancelling acceptance for a multi-leg flight or if the Customers have more than one flight intheir journey, cancellation applies to all flight legs and all flights in the journey default. If you want tocancel acceptance for a specific leg or flight, press (F2) to display Advanced Options. The commonflights for all selected Customers list appears.Altea CM Manual Rev 2, December 201727
NAX-005M Altea Customer ManagementDoc ref: NAX M-005Page: 28 of 123Date: 01.12.2017Rev.: 01LinkingLinks between Customers affect the way Customers are identified, accepted and updated.The primary purpose of linking is to ensure that Customers are seated together on a flight.Linking takes place automatically in the following situations: Customers are booked in the same PNR.Customers are accepted together.Customers are members of the same baggage pool.An infant booking is created or added to a Customer.Links can also be added, split and removed manually. Links between Customers andassociated infants, EXST, and CBBG are created automatically. A link between a Customerand an infant cannot be removed. The link between Custom
NAX-005M Altea Customer Management Date: Doc ref: NAX M-005 Page: 2 of 123 01.12.2017 Rev.: 01 Altea CM Manual Rev 2, December 2017 2 Table of Content
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The ISO 14001 Standard has been through a number of revisions since it was first published in 1996. ISO Standards are reviewed every five years to establish if a revision is required in order to keep them current and relevant. The current Standard, ISO 14001:2015, responds to the increasing need for management systems to be integrated by using “Annex SL”, a common format for management ISO .
