amadeus altea nor m005 - norwegian

Amadeus Altea Customer Management Manual

NOR M005

17.04.2019

02

Magnus Grell Linda Lodtz-Johannessen

Karl Johan Park

Document ID Date Revision Prepared Controlled Approved

Amadeus Altea

Customer Management Manual

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NOR M005 Amadeus Altea Customer Management Manual

Version: Date Released: Modifications:

2.0 17.04.2019 Document NOR M005 - Amendment-ADC-V1-2 added as own subchapter: Auto Doc Check (ADC).

Document NOR 2018-12 added as subchapter: Priority boarding.

1.0 01.12.2017

DCS-support

Norwegian has bought a first-level helpdesk service from Amadeus. The support is available 24/7 and may be contacted by all handling agents using Altea CM. All issues related to Altea CM should first be reported to the Amadeus helpdesk. Issues will be escalated further to Norwegian as required.

• Phone: +33 4 9723 0255 • Identification number: 3281

Amadeus Altea


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Table of Contents

1 Signing in ............................................................................................................................................... 7

1.1 Changing your Password ............................................................................................................... 9

1.2 Time Out of Session ....................................................................................................................... 9

1.3 Signing Out .................................................................................................................................... 9

1.4 Navigating Altea without a mouse ................................................................................................ 9

1.5 Navigation Menu (Alt + N) ........................................................................................................... 11

1.6 Title bar and Resize Control ........................................................................................................ 11

1.7 GUI icons Quick Reference .......................................................................................................... 12

2 Introduction to Customer Management ............................................................................................. 13

2.1 Application Menu (Alt + A) .......................................................................................................... 13

2.2 Printing information from Altea .................................................................................................. 15

2.3 The Device Menu (Alt + D)........................................................................................................... 16

2.4 Logoff Menu (Alt + L) ................................................................................................................... 17

2.5 The Help Menu (Alt + H, Alt + J) .................................................................................................. 17

2.6 Help online (F1) ........................................................................................................................... 17

3 Messenger ........................................................................................................................................... 19

3.1 Viewing Messages ....................................................................................................................... 20

3.2 Publish messages ......................................................................................................................... 21

4 Customer Application .......................................................................................................................... 22

4.1 Customer Product Record ........................................................................................................... 22

4.2 Customer Product Table .............................................................................................................. 22

4.3 Identifying Customers ................................................................................................................. 26

4.4 Accepting customers ................................................................................................................... 29

4.5 Printing Boarding Passes ............................................................................................................. 33

4.6 Cancel Acceptance ...................................................................................................................... 34

4.7 Comments ................................................................................................................................... 36

4.7.1 Adding Comments ............................................................................................................... 36

4.7.2 Deleting Comments ............................................................................................................. 38

4.8 Seating ......................................................................................................................................... 39

4.8.1 Seat plan .............................................................................................................................. 39

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4.8.2 Allocating seats .................................................................................................................... 41

4.8.3 De-allocating seats .............................................................................................................. 42

4.8.4 Changing seats ..................................................................................................................... 43

4.8.5 Blocking/Unblocking seats .................................................................................................. 44

4.9 Services (SSR) ............................................................................................................................... 47

4.9.1 Add services ......................................................................................................................... 47

4.9.2 Delete Services .................................................................................................................... 49

4.10 View Customer ............................................................................................................................ 51

4.11 Update Customer Details ............................................................................................................ 54

4.12 Display Customer History ............................................................................................................ 56

4.13 APIS – Advance Passenger Information System .......................................................................... 58

4.14 Auto Doc Check (ADC) ................................................................................................................. 59

4.14.1 Accepting customers with valid documents ....................................................................... 60

4.14.2 Accepting customer with visa.............................................................................................. 61

4.14.3 Customer needing more than one visa ............................................................................... 63

4.14.4 Retrigger ADC check ............................................................................................................ 65

4.14.5 Override ADC status ............................................................................................................ 66

4.14.6 Alien passport ...................................................................................................................... 67

4.15 Mandatory passport swipe .......................................................................................................... 68

4.16 Timatic ......................................................................................................................................... 69

4.17 Linking ......................................................................................................................................... 72

4.17.1 Adding Links ......................................................................................................................... 72

4.17.2 Remove Links ....................................................................................................................... 74

4.18 Add and Remove Infant ............................................................................................................... 75

4.19 Creating records for Commercial Customers .............................................................................. 77

5 Baggage ............................................................................................................................................... 79

5.1 Add Baggage ................................................................................................................................ 79

5.2 Printing Bag Tags ......................................................................................................................... 80

5.3 Pooled Baggage ........................................................................................................................... 81

5.4 Inactive bags ................................................................................................................................ 83

5.5 Depooling Bags ............................................................................................................................ 84

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5.6 Cancel Baggage ............................................................................................................................ 84

5.7 Add transferbag / Manual tags ................................................................................................... 85

5.8 Accept baggage to first destination ............................................................................................ 86

5.9 Excess bag .................................................................................................................................... 87

5.9.1 Waive excess ....................................................................................................................... 88

5.9.2 Pay Excess ............................................................................................................................ 89

5.9.3 Check baggage allowance ETKT ........................................................................................... 90

6 Flight Application ................................................................................................................................. 91

6.1 Entering and Searching for Flights............................................................................................... 91

6.2 Displaying Flight Information ...................................................................................................... 93

6.2.1 Displaying Acceptance Figures ............................................................................................ 94

6.3 Customer Weight and Balance .................................................................................................... 95

6.4 Customer Lists ............................................................................................................................. 97

6.5 Customer Lists with Filters .......................................................................................................... 98

6.6 Display list with value .................................................................................................................. 99

6.7 Display the Baggage List .............................................................................................................. 99

6.8 Displaying Inbound Connection Summary List .......................................................................... 100

6.9 Outbound Connection Summary List ........................................................................................ 102

6.10 Flight Comments ....................................................................................................................... 103

6.11 Add Pre-defined Flight-Level Comments ................................................................................... 103

6.12 Add Free-flow Text Comments .................................................................................................. 104

6.13 Add Flight Banner Comment ..................................................................................................... 105

6.14 Departure Plan .......................................................................................................................... 106

6.14.1 Updating the Departure Plan ............................................................................................ 107

7 Boarding Application ......................................................................................................................... 109

7.1 Acceptance and Boarding Figures ............................................................................................. 110

7.2 Ineligible to Board ..................................................................................................................... 111

7.3 Special Assistance List ............................................................................................................... 113

7.4 Boarding Customers .................................................................................................................. 114

7.5 Print Onboard List ..................................................................................................................... 118

7.6 Onboard List .............................................................................................................................. 119

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7.7 Onboard List Long haul .............................................................................................................. 120

7.8 Priority boarding ........................................................................................................................ 121

7.8.1 Boarding with remote parking .......................................................................................... 122

7.8.2 Altea boarding groups ....................................................................................................... 123

7.9 Flight Update ............................................................................................................................. 126

7.10 Finalize Flights ........................................................................................................................... 127

7.11 Flight Departed .......................................................................................................................... 128

8 Transferring Customers ..................................................................................................................... 129

8.1 Transferring Customers during the acceptance Process ........................................................... 130

8.2 Force Transfer ........................................................................................................................... 131

8.3 Searching for alternative flights ................................................................................................ 132

9 Tickets ................................................................................................................................................ 134

9.1 Associating Electronic Tickets.................................................................................................... 134

9.2 Ticketless ................................................................................................................................... 136

9.3 Override ..................................................................................................................................... 136

10 Accepting Staff .............................................................................................................................. 137

10.1 Onload Standby Customers ....................................................................................................... 137

10.2 Onload list ................................................................................................................................. 140

10.3 Jump Seat .................................................................................................................................. 143

11 Dreamliner (787) specific .............................................................................................................. 146

11.1 Regrade ..................................................................................................................................... 146

11.1.1 Manual Regrade (customer application) ........................................................................... 146

11.1.2 Regrade List (Flight Application) ........................................................................................ 147

11.1.3 Regrade comment ............................................................................................................. 149

11.2 Lounge invitation ....................................................................................................................... 151

11.2.1 Re-issue lounge invitation ................................................................................................. 151

11.2.2 Transfer ............................................................................................................................. 153

11.2.3 Override Lounge access ..................................................................................................... 153

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1 Signing in

When you first launch Customer Management, the normal Sign in screen is displayed.

To change the default connection, press Ctrl + down arrow in Connection field and select a new one: Production – This is the live production software which is the version you will use while working. Skilling – This is the version used for training.

- Type your User ID - Type your Password

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When you click the advanced button your screen expands to display the Advanced Login Parameters fields. Here you can change your specify a Remote Office or change your Password if necessary.

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1.1 Changing your Password

If you need or want to change your password you can do that under the Advanced Log in Parameters The password can include both letters and numbers. It must contain minimum 6 characters and maximum 40. The last 12 passwords are stored in the system and cannot be re-used.

1.2 Time Out of Session

If there is no activity for 15 minutes, you are automatically signed out of Customer Management and the Sign in screen is re-displayed. You must Re-enter your password to sign in again. The system then displays exactly as it was when the system timed out.

1.3 Signing Out

To sign out or close the Customer management, do the following: Press Alt +L to access the Logoff menu and press Enter OR Press Ctrl +L from wherever you are in Customer Management and the system logs you off.

1.4 Navigating Altea without a mouse

Altea is built up so you can work without a mouse. This can save you a lot of time when you have learned where the different shortcuts are. As the different shortcuts are moving around depending of which screen you are in, this manual will not give you most of the shortcuts. At the side menu you are able to directly look up where to press. ESC key always goes back. If it says F10 you press the F10 on your keyboard. If it says SF10 you press Shift + F10 on your keyboard. If it says CF10 you press Ctrl + F10 on your keyboard If it says AF10 you press Alt + F10 on your keyboard.

Some example of different side menus.

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To use drop down menu you press CTRL + arrow down on your keyboard. Pressing Enter will confirm your choice. To go between different drop down fields you use the TAB key on your keyboard. SHIFT + TAB will go backwards.

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1.5 Navigation Menu (Alt + N)

This menu helps you to navigate between application tabs and how to close them.

1.6 Title bar and Resize Control

The title bar is the area at the top of the screen where the names of the menus are displayed. The current 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, you can click on these icons. If you are using the keyboard see the description below in how to navigate.

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1.7 GUI icons Quick Reference

In Altea CM you have a lot of symbols that shows you the status of the customer. If you do not remember what a specific symbol means, you can always use the Online Help by pressing F1. You can search for GUI Icons and you can display the GUI icons quick reference guide.

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2 Introduction to Customer Management

The Altea Customer Management is run by accessing different application menus:

2.1 Application Menu (Alt + A)

You can open the different applications by using the up and down arrows and enter OR Press 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 the limit a message will tell you that you have reached the maximum number of occurrences allowed for the applications. You can close an application, by doing the following Press Ctrl + E

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Customer 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 compromises the applications listed in the table below. All Customer Management applications can be accessed using the Customer Management Graphical user Interface (GUI).

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2.2 Printing information from Altea

Most of the options listed in the Application menu allow you to print a cryptic version of the current screen in Customer Management if the current screen is one of the following:

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2.3 The 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.

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2.4 Logoff Menu (Alt + L)

Use Logoff menu to sign out or close Altea Customer Management completely.

2.5 The Help Menu (Alt + H, Alt + J)

Use the Help menu to access the different Customer Management support functions.

2.6 Help online (F1)

The online help in Customer Management is always available and updated.

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Pressing Alt + H, Alt + J – you will access the index for JFE help. Use the arrow keys to select the topic you want.

You can search for related topics by clicking the (F4), write down keywords for what you are looking for 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.

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3 Messenger

The messenger application screen opens by default when you open CM.

To be able to proceed a message it is mandatory to define your: Role Airline Departure Airport (except when specifying a flight group name)

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When you have entered the mandatory subscriptions ex: Supervisor. Click This will generate all messages to be sent to Supervisors.

3.1 Viewing Messages

Whenever 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 in the incoming messages list.

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3.2 Publish messages

When publishing messages it will only be sent to those users subscribed to the categories one chooses.

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4 Customer Application

The main function is to identify and accept Customers for flights which they have bookings.

4.1 Customer Product Record

The Customer Product Record (CPR) is a depot of all the information required by the DCS about a specific Customer and the products on which that a Customer has booked. The Customer Product Record contains a number of sections that can be updated during the Customer Acceptance process. It can be displayed in the Customer Application.

4.2 Customer Product Table

The Customer Product (CP) table shows customer and product details. The table appears in the top half of every screen in the Customer application once you have identified the Customer. It is updated automatically whenever Customer and details are changed. You cannot edit the CP table directly. Over the CP table there is a heading. In front of the customer’s name you will see a number which identifies the Customer and all details related to him/her. If the customer has multiple flights, the line number includes the details of all flights. If the customer is linked to other Customers, this column also includes a graphical representation of links. If this column contains a single letter instead of the line number, it identifies a specific flight or flight leg when the Customer has more than one flight or a multi-leg flight with specific details The table below explains each column of information that could appear for a customer and flight or flight leg. Customer headline shows the Customer name with the name elements in the following order:

1. Surname in uppercase 2. First name in lower case but capitalized 3. Title in lower case but capitalized

If the Customer name is EXST or CBBG, only the surname is shown followed by the words Extra Seat or Cabin Baggage. In addition to the Customer name, this column may also include any of the following:

• Staff (for staff Customer)

• Infant (for Infant Customer)

• Child (for a child Customer)

• FQTV (for a Customer with FQTV information)

• EXST (for an extra seat)

• CBBG (for cabin baggage occupying a seat)

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When the Customer has onward connection or a multi-leg flight, an additional line of information appears in the table for each flight.

The following details are shown, in the following order:

• Direct, multi-leg, or cancelled flight icon

• Marketing carrier code and flight number

• Board point

• Off point

• Customers FQTV

If a cancelled flight segment is shown in the table, the entire line is displayed in grey. Bkg Heading shows the booking status for the flight: SA Space Available RQ Request WL Waitlist Tkt shows the ticket status for the flight. The Column can show any of the following:

Cabin shows the cabin in which the Customer is travelling – on Norwegian this will be Y for economy and C for Premium Long haul. Sec shows the customers three-digit security number. For example: 003

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Seat shows the customers seat number for the flight. For example: 15D. If free seating applies to the flight, the word FREE appears instead of the seat number. Accept heading shows the customers’ acceptance status for the flight. This column can show any of the following:

Baggage heading shows the customers’ bag status for the flight. This column can show any of the following:

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Info shows information about the customer and flight that is not indicating in any other columns. This column can contain one or more of the following:

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4.3 Identifying Customers

Customers 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 letters of the customer’s last name. Remember to type in the flight number otherwise CM will search for passengers with these letters on all the DY flights.

Advanced Options (F2) are displayed below the basic options and are used to search for other options such as ticket number or Booking reference (PNR).

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If the System finds one match it will be shown like this

If there is no match you will receive this message

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If it is multiple customers with same last name Altea will show all of them. Be sure that you are selecting the correct passenger for acceptance.

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4.4 Accepting customers

When you type the letters for one person and press enter, the screen will show all persons in the same group when the customer acceptance screen is displayed. Here none of them are accepted.

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Press enter to accept the Customer or update the selected field and then press enter. Customers will be accepted and boarding cards will be printed automatically.

When the customers are successfully checked in, you can press enter and the screen for checking in a new customer will appear.

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If you need to check in more than one customer, not belonging to a group, you can type the first two or 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. If you want to accept more than one customer when they are not linked, you can use Find Customer to accept two separate Customers together; they will then automatically be linked and seated together.

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Customer Identification screen will be displayed, and you can search for the next customer. Choose the selected Customers and press enter, as you can see below both customers are linked and seated together.

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4.5 Printing Boarding Passes

Boarding passes are printed or reprinted automatically during the acceptance process. When Boarding Passes are printed manually, the system prompts to print or reprint them whenever necessary.

Boarding passes are printed or reprinted for all selected Customers.

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4.6 Cancel Acceptance

Customers who will not travel must be cancelled their acceptance. Any customer with an acceptance status (Accepted, Standby) must be manually set to “Not Accepted” prior to aircraft departing. After identifying the customers Cancel Acceptance will show under acceptance menu.

On 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/baggage remain) - 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 in their journey, cancellation applies to all flight legs and all flights in the journey default. If you want to cancel acceptance for a specific leg or flight, press (F2) to display Advanced Options. The common flights for all selected Customers list appear.

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You will also need to select a reason for the offload. Please choose the one that you feel is the correct one.

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4.7 Comments

A specific message or text that can be associated to and triggered by certain events, such as acceptance. Comments have a priority attached to them. All high priority comments inhibit the completion of the process that triggered it. This forces the Agent to deliver or delete the message before continuing. Comments that you add in Altea will not be visible outside the airport. If comment needs to be visible for others (phone agents, customer relations etc.), you must add the comment in the Norwegian Customer Portal for the information to be synchronized to the reservation. There are two types of comments:

• Pre-defined flight comments – comments that appear in the list depending on how business-rules have been set up.

• Free text comment – You can type maximum of 70 characters of text.

4.7.1 Adding Comments

To add a comment you select Customer and then add comment You can choose if you would like to add a pre-defined comment or write your own. You then need to choose where this comment needs to be shown and assign priority.

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You can choose where the comment will be delivered, for most comments it will be “At the Gate”. For “Next Time” and “At Check-in”-comments the check-in will not be possible until the comments have been delivered to pax, so self-service check-in will not be possible.

The comment will have Priority High as default, but you can also choose Normal. The difference is that a High Priority comment will prevent the customer from being boarded/checked in

until the comment is delivered. A normal comment will not.

Customer with a High priority comment

Customer with a Normal priority

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4.7.2 Deleting Comments

Ensure that the Customer you want to update is identified and display the Delete Comment-screen. If more than one comment exists, choose desired comment and press Delete Comment.

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4.8 Seating

During customer acceptance Altea will allocate a seat to passenger if the passenger hasn’t prepaid for a seat reservation. Which seat is based on customer value, SSR, number of pax in reservation and if pax are travelling with INF/CHD. For customers that are linked together, Altea tries to seat them together. Before check-in of the customer Altea will preassign a theoretical seat for the passenger. This will not show up in Altea or the booking. However when you are taking up the seat map for a specific customer, it will show up with blocked seat that are available when you are taking up the seat map without a customer selected. Norwegian recommend not to do any seat changes on passenger, as this can break the seating logic and can lead to CHD sitting alone and other problems. For Charter flights and group bookings (booking class G) seat changes are not allowed. For specific seats with restrictions, Altea will check if customers are suitable or not, and will prompt you to confirm if pax are suitable for the seats. If you select no, but the passenger is suitable you will need to delete an “NOEX” SSR. Se details on how to delete SSR in chapter 4.9.2. In customer application you can

• Allocate seats

• De-allocate seats

• Change seats or seat preference

• Display a Customer Seat Map

The seat maps are originally created in Altea Inventory and stored on the Seat Server. The Seat Server also manages other aspects of seating, such as where customers are seated, and finding the most appropriate seat for the customer.

4.8.1 Seat plan

737

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787

When you are in the seat map for a flight with multiple cabins, you can switch between cabins with PageUp and PageDown keys on the keyboard.

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When you are viewing a seat map you can display the seating icon legend. The legend displays icons and a brief description of each icon.

4.8.2 Allocating seats

During acceptance process Altea will assign a theoretical seating to passenger that don’t have a seat reservation. You can allocate a seat before acceptance if you want the customer to have a specific seat. Choose Seating menu, and then Allocate seat and a seat map for the cabin that the customer is seating in appears.

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Type the seat number in the Current Seat field and press the “Allocate”-button.

4.8.3 De-allocating seats

To de-allocate a seat, choose “De-Allocate seat in the menu and then press the “De-allocate”-button. Passengers cannot be accepted to be able to perform a de-allocation.

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4.8.4 Changing seats

To change seats, select the “Change Seat” from the Seating menu. Enter desired seat number in “New Seat”-field and press “Change”.

Changing seats for more than one customer, type in the new seat number for the customers.

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4.8.5 Blocking/Unblocking seats

In the seat map you can block and unblock seats. All seat blocks except Courtesy (H) and Protected (P) will update the cabin capacity. You can also see a summary of all blocked seats. To block or unblock a seat, choose the “Block Seats” from the menu when displaying the seat map.

Enter desired seat to block, block type and press: “Block Seats”.

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To unblock a seat, choose “Unblock” from the menu.

Select seats to unblock and press “Unblock”.

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To display all blocked seats can be displayed by choosing “Blocked Seats” from the menu when displaying the seat map.

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4.9 Services (SSR)

Services are specific requests from a customer. The services you add to a customer are stored in the PNR. Some of the services that can be added will trigger an extra cost for the customer. Therefore you are not allowed to add certain types of SSRs: AVIH PETC UMNR WEAP All these SSRs should already be in the customers PNR when they approach check-in, but if there of some reason is not, you must contact Norwegians Service desk to have them add it to the booking system. If the SSR shows up in Altea CM, they are already paid for, and you don’t have to check for payment. If the booking is done thru a travel agency the customer service portal will not show any payments. SSRs that you can add yourselves are: WCHR WCHC WCHS BLND DEAF MEDA

4.9.1 Add services

Identify the customer and select “Add Service” from the menu.

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Type the SSR code and press “Add Service”.

The service has now been added.

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Choose View Customer to open the whole CP-Table, you will see that the Special Service is added.

4.9.2 Delete Services

Identify the Customer; choose Add Services, and then Delete Services

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Select the desired service to delete and press “Delete Service”.

The service has now been removed.

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4.10 View Customer

The View Customer will display the full information stored in the Customer Product Record CPR for a selected customer. Most of the updates you can make to the CPR are made from this screen.

In the CPR you will also see the Baggage allowance. It is placed under Prepaid Excess baggage details.

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Pressing Advanced Options, you can select the categories you want to display. Type the line number of the category(s) that you want to be included in the CPR display. The prompt closes and Customer Record screen is updated to show only those categories.

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4.11 Update Customer Details

Customer details include title, gender, age and date of birth. It can only be updated on one Customer at a time.

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The fields are pre-filled with the existing details from the CPR. Certain fields are not able to update. Update desired fields and press “Save Customer Details”.

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4.12 Display Customer History

You can display the full history of all the systems transactions that you have affected a specific CPR since it was created. Customer history consists of a series of transactions. Each transaction represents a type of process that has taken place in the system affecting the Customer on one or more flights. The transaction has one or more categories, each category has subcategories. For each category/subcategory within the transaction, Customer history shows the actual data field that is updated by the process. You will find it under View customer, and then Customer.

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You will be able to see full history to the specific customer in Altea, and from where the transaction has been performed. In this case user 21618 has accepted the customer from gate A1 at OSL and the clock was 12:06z. All timings in view history are UTC times.

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4.13 APIS – Advance Passenger Information System

To certain destinations it is mandatory to enter customers information, it will not be possible to accept a customer without it. The system prompts you to provide or confirm it during acceptance. You can enter APIS information by swiping the customer’s passport. You will see that there is a high priority message for these customers and the explanation DOCS next to it. When you enter to proceed, the system will ask for Passport information.

Complete the missing information and press “Confirm”. When the API information is entered it will update the customers PNR and be stored there for return flight if applicable.

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You can change or delete API by choosing “Regulatory” from the menu and then either Add/Amend Travel Documents or Delete Travel Information.

4.14 Auto Doc Check (ADC)

Norwegian are using Auto doc check for retrieving rules about passport and visa for our passenger. When retrieving a customer for check-in, a warning will be displayed for the “ADC” indicating that there is a problem with the ADC-status:

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By selecting “View Customer”, the ADC-status can be displayed, in this case, the «ADC»-status is “Checks not Performed”, which is why the customer is displayed with a warning for ADC in the acceptance bar.

4.14.1 Accepting customers with valid documents

This is a Swedish national going from OSL to LGW. When the agent has confirmed the passport information the following will appear:

After confirming by pressing OK, Altea will return to the regular check-in flow. The customer can now be accepted. Under “View Customer”, the ADC-status will now be displayed as “Ok to Board”:

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4.14.2 Accepting customer with visa

The following customer is a Thai national travelling from OSL to LGW

This customer will require a VISA to enter Norway. When the ADC-check is performed, the following feedback is given to the agent:

Note that the customer is now given ADC-status «Do Not Board», meaning that the customer cannot be accepted for travel based on the documents which are currently registered. When selecting “OK”, Altea CM will return to the previous screen where additional documents may be entered. The agent must now verify that the customer has a VISA. The VISA details must then be entered in Altea CM:

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Note that when the Visa-details are entered, the “Country” to be specified is the country which has issued the Visa. After entering the VISA-details, the agent must select “Confirm” to re-trigger the ADC-check. The following response will now be given:

The customer is now “Conditional to Board”. The agent must verify the conditions and select “Yes”. Once this is done, the agent can continue the check-in process. Note that there is no online validation of the VISA information entered, as this information is not available to the airline. It is up to the check-in agent to properly verify that the customer has a valid VISA and enter the correct VISA details in Altea CM.

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4.14.3 Customer needing more than one visa

Some customers may require more than one visa to complete their journey. They may require a visa both for the country they transfer and for their final destination. For example, an Iranian national travelling OSL-LGW-JFK will require a visa to transit the UK as well as a visa for the United States. When we first submit the passport details for an Iranian national travelling OSL-LGW-JFK, ADC will give the following response:

In order to accept the customer, we must enter details about two visas. One visa for the UK and one visa for the US. To enter the visa for the UK, we must first select “Advanced Options” at the bottom of the regulatory details screen, highlight the first flight (OSL-LGW) and then enter the visa details for the UK:

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The ADC will now give the following response:

When Altea returns to the regulatory details screen, highlight the LGW-JFK flight and enter details about the US visa

Select “Confirm”. Altea will now submit information about both VISAs and the ADC will return “Ok to Board”

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4.14.4 Retrigger ADC check

It is possible to re-trigger the ADC-check if necessary. Retrieve the customer and select “Regulatory” and then “Check ADC”.

In the next screen, select the Customer(s) by number and select “Check ADC”:

The ADC-check will be performed again, and the result displayed to the agent:

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4.14.5 Override ADC status

Authorized agents (supervisors) can override the ADC-status if necessary. To override the ADC-status, retrieve the customer and select “Cust. Checks”-> “Override ADC” from the menu on the left:

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In the next screen it is necessary to specify who authorized the override to be performed:

After selecting “Update”, the ADC-warning will be removed. The ADC-status will be changed:

In normal operations, overriding the ADC-status should not be necessary. Before performing the override, the duty manager/supervisor must take all possible precautions to ensure that the customer can indeed be accepted for travel. All overrides should be logged and forwarded to Norwegian so that any faults in the database can be amended.

4.14.6 Alien passport

When you are swiping an alien passport/travel document Altea will register it as a normal passport. To be able to continue check-in you need to update to alien passport, as Altea don’t accept that you have a normal passport with different citizenship and country of issue.

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4.15 Mandatory passport swipe

For some destination’s passport swipe is mandatory. This function will pop up and ask you to swipe the passport if the APIS data is entered manually or collected from the booking. In Altea it will show “HISTORICAL” for data that is captured from the booking, or if the passenger has checked in online.

If you try to go further without swiping the passport the warning below will pop up. If you choose “Swipe the Passport” you will go back to the APIS data screen, where you can swipe passport and continue checkin transaction. If you choose “Override the Mandatory Passport swipe” the checkin flow will proceed normally, the status for the APIS data source is updated to “MANUAL” and is saved in the passenger history.

Override of mandatory passport swipe is only allowed if presented document does not have an MRZ (Machine Readable Zone). In these cases, it is vital that all fields are doublechecked and correct before performing override.

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4.16 Timatic

The Travel Information Manual provides information for nearly 200 countries and contains passport and visa requirements and health documentation. It is a publication of IATA. You choose “Regulatory” from the menu and then “Timatic” or “Timatic Country”. Timatic country is for customs rules and Timatic is for passport and visa regulations.

Enter information regarding: “Nationality” – “Origin” – “Destination” and press: “Send Request” to see the Timatic response.

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You can also access Timatic in cryptic mode thru reservation application TIDFT/NO/CS/BC = Check customs baggage clearance rules (TIDFT/”countrycode”/CS/BC) TIFV = Check passport and visa information in guided mode You can display following Customs rule. Add the following letters instead of BC as in example above. AA – Arms and Ammunition WF – Wildlife and Fauna CR - CRew PE – PEts BC – Bag Clearance In reservations you can access Timatic, for normal passports, diplomatic passports and for seaman. In reservation you enter TIFV and fill in the requested information.

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You add the two-letter country code or a three-letter airport code after the two-letter type code. To search for a diplomatic passport, you add “/type” after the nationality code. For seaman you add: “/SEMN” after the country code. The two required fields are nationality and destination.

Sometimes Timatic will show further information in a link. To access this link, you copy the link and add it after the “>” symbol, then press enter.

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4.17 Linking

Links 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 and associated infants, EXST, and CBBG are created automatically. A link between a Customer and an infant cannot be removed. The link between Customer and CBBG can be removed, but it cannot be changed. The link between a Customer and EXST cannot be changed and can only be removed in case of disruption. Once Customers are linked (automatically or manually), all the Customers included in the link appear in the Customer Product (CP) table whenever you identify one or more of them for acceptance or update. Links are used by the seat server when assigning seats automatically during the Customer acceptance process.

4.17.1 Adding Links

Select the Customers you want to accept:

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When you have identified customer, you see that they are booked in two different PNRs since they are not linked together but have two separate links. Select: “View Links”

Select: “Add Link”

You will now have a popup with two choices: Do you want to Merge the existing link into one larger link or put the selected customers into their own link.

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Here we want to add all into one larger link:

If some of the Customers within the link need to be seated together you can add a sub-link. Press “Add Link”. Select the customers to include in the sub-link.

4.17.2 Remove Links

Select “Remove Link”. Select the Customers whose link you want to remove by typing the relevant line numbers in the Customer field.

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4.18 Add and Remove Infant

You can only add/remove infant to customer which is not accepted. Choose “Customer” then “Add Infant”.

It is only allowed to add infant on charter flights. For all other flights OCC-IRR needs to be contacted to add infant in the booking.

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To be able to add an infant you must enter First- and Surname.

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4.19 Creating records for Commercial Customers

To create bookings for commercial customers, one must ensure that a booking does not exist. It can only be created when the Airline Company or your Supervisor tells you that it is allowed due to disruptions. If the Customer is booked on another flight, you should perform a “Force Transfer” from the originally flight instead of creating a new record. Choose “Book Commercial” from the menu.

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Enter all mandatory fields along with itinerary and press: “Create” when done.

You will need to override ticket requirements before continuing check-in.

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5 Baggage

Under normal circumstances, the Customer baggage is added and accepted during Customer Acceptance.

5.1 Add Baggage

To add bags, type the number of pieces in the “Hold Baggage”-field. When you enter accept customer, the bag tag and boarding pass will print automatically.

The baggage record is saved with the following information:

• Customer accepted

• A baggage icon appears

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5.2 Printing Bag Tags

Bag Tags are printed automatically or manually during acceptance process. If they are written manually, the system prompts to print whenever necessary. Ensure that the Customer whose bag tags you want to print is displayed. It is not possible to reprint a Bag tag. If it has been printed once, you will have to cancel it and add a new bag. When trying to reprint Bag Tags this question will pop up. You can print remaining tags if there are tags that are not printed.

When trying to print all (including re-prints) you will have this warning:

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5.3 Pooled Baggage

When adding baggage for more than two Customers linked together, a baggage pool is created. The Head of Pool (HOP), usually the first Customer selected is assigned the responsibility for all baggage for the entire itinerary. The other Customers in the group are called Member of Pool (MOP).

If we add 4 pieces of bags to multiple customers it will show a bag icon on all the Customers linked together

If you want to see more information of the baggage for these multiple customers, you can press Baggage from the menu and choose “Display Baggage”.

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In the column of “Pool Information” you will see how many customers in pool and who the is the “Head of Pool” (HOP). In this case its customer no 1. Head of pool will have his/hers surname printed on all bag tags in pool.

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5.4 Inactive bags

When pax are accepted at kiosk the bag tags printed will be inactive in Altea. This will show up as a blue icon instead of the normal bag in the CPR feed. To active a inactive bag press: “Amend Bags”

To activate the bag tags, you need to select the bag you want to activate and press “Update”.

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5.5 Depooling Bags

If you need to depool bags, press: “Depool Baggage”. The baggage pool is dissolved, and all baggage records are associated to the HOP. Once the depool is done, it cannot be pooled again unless all bags are cancelled.

5.6 Cancel Baggage

Identify the Customer(s), choose cancel bag option and type the line number of the bags to be removed. It can only remove baggage for one Customer or a pool at a time.

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5.7 Add transferbag / Manual tags

Sometimes when customers with inbound connection travel with baggage, or when you have used a manual bag tag you will have to add their bag in Altea. Identify the customer and press “Add Bag”.

Enter additional hold baggage. Fill in the Tag Number(s) and select Tag Type. You can choose between Transfer or Manual, none of the options will print the tag. As you can see, this customer has three different tag types.

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5.8 Accept baggage to first destination

Customer may ask you to label their baggage to first destination. When adding the bag, you have the ability to choose destination printed on tag. Choose the destination where customers want the bag, TRD in this case.

When in Customer-screen, press “Advanced options” (F2) to display question below

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5.9 Excess bag

Altea calculates the baggage allowance for the customer based on the information in the Amadeus PNR for ticketless bookings, and with information stored in the E-ticket for travel agency bookings. When you print more bag tags for a customer then they have prepaid for, Altea will show a red dollar sign and printing of the tags will be inhibited until the payment has been recorded or waived.

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5.9.1 Waive excess

If the passenger doesn’t have to pay for the excess luggage you need to waive the excess charges. If you are using free text you need to provide a short explanation about why you are waiving the bag.

After you have waived the bag you are able to print the bag tags.

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5.9.2 Pay Excess

If a customer has paid for the extra bags you need to add the receipt number in Altea. This is done thru Pay excess menu. Receipt number must be entered correctly in “Document Invoice No.”-field with 8-digits from CSP receipt, and 7-digits from handheld payment terminal receipt. Alte will add “0” in front of the number to a total of 13 digits.

After this you are now able to print the bag tags.

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If Altea don’t show the popup automatically, you can select Print bag tags in the side menu. Select that you want to print remaining bag tags.

5.9.3 Check baggage allowance ETKT

You can check the baggage allowance for ETKT in Altea. Choose: “Ticket” - “Edit Ticket”. Under allowance you will see the bag allowance. This will only show you the basic allowance and not any extra bags that are paid for.

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6 Flight Application

The Flight Application can perform or display flight-levels and flight setup tasks before, during and after acceptance. Flight level tasks include displaying Acceptance figures and Customer Lists. Flight setup tasks include updating gate information, adding flight comments, onload customers from SBY etc.

6.1 Entering and Searching for Flights

Use the Flight Information screen to display details of a flight. The system displays by default your airline carrier code, the current date and the three-character airport code associated with your terminal. You can access a flight directly by typing the flight number, or you can search for flights by pressing “Search flights”.

If you don’t specify any criteria’s, the flight range of the current date will be displayed.

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Chooses a flight from the list by typing line number, the Flight Information screen will be displayed.

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6.2 Displaying Flight Information

Flight information screen will show basic data regarding the flight, such as: Aircraft type, registration, configuration, flight status, schedule, comments etc. This screen is useful for preplanning flights activities and obtaining further flight information.

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6.2.1 Displaying Acceptance Figures

To display the number of booked, rebate and accepted customers, press “Acceptance Figures” and the flight info will expand to screen below.

To close the Acceptance Figures screen, press: “Flight Info”.

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6.3 Customer Weight and Balance

The Customer Weight and Balance screen displays a summary of the Customers accepted on the flight, by class and gender, and their baggage.

The total number of customers seated in the different sections of the cabin, (Adult), Male, Female and Children in each section (Zone A, B and C) is shown in the lower right corner.

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On 787-flights the Customer Weight and Balance is a bit different since Norwegian have two cabins on these aircrafts, Premium and Economy. Altea will separate gender and bags on each class. In this example you will see that 5 customers are accepted in cabin C (Premium) with 3 bags, and 32 customers with 32 bags in cabin Y (Economy). The total amount of bags will add up to 35 and the total accepted customers to 37. You will also see that the 787-flights have one more section in the cabin (Zone A, B, C and D) Altea will always show all accepted customers in the section seating field, independent of which cabin the customers is sitting in.

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6.4 Customer Lists

For a specific flight, the system allows you to display several types of Customer Lists. The lists are either predefined by the airline or where the user filter the list themselves.

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6.5 Customer Lists with Filters

To display a list of specific types of Customers, Advanced Options must be selected. You can choose if you would like to include or exclude the customers filtered by the chosen filter. Display a list over all Customers that has an E-ticket.

Combinations of all kind of lists are also possible. You can customize your list by choosing “And/Or”-, “Include/Exclude”-functions. Following setup will display list over all customers with an E-ticket that are not linked.

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6.6 Display list with value

Setting a value for the filter is sometimes possible or mandatory. Display list of customers with D-class booking.

6.7 Display the Baggage List

Through the List Menu there is also possible to display lists. Choose the Bag List.

You can choose to display a list over all bags on the flight, or if you want a specific type of bags.

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The list can be sorted By Tag number, Owner, From, To etc.

6.8 Displaying Inbound Connection Summary List

Under the Flight Menu, you find the Inbound Connection Summary List. This will show the flights that have passenger connecting to your flight.

Inbound connections will be listed sorted by connection time, starting with the shortest connection time.

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You can select line number and display customers if needed.

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6.9 Outbound Connection Summary List

From the Flight Menu it is also possible to access an Outbound Connection Summary List.

From both the inbound and outbound summary list, the connecting time will show. If flights are delayed the connection time will change.

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6.10 Flight Comments

This topic explains how to add pre-defined flight-level comments, free-flow text comments and flight banner comments for a flight.

6.11 Add Pre-defined Flight-Level Comments

Ensure that the Flight Comment Summary screen is displayed. Press (F4) to display the Flight Level Comments screen. The screen shows the pre-defined flight-level comments that have been created for the operating airline.

Type the line number in Selected Comment field and enter to Update. The pre-defined comments on Flight Level will be shown on the Flight Info screen. You can only add one pre-defined flight comment. NB: If you add a Flight Level you cannot remove it, only change it to another pre-defined Flight Level.

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6.12 Add Free-flow Text Comments

Display the Flight Comment Summary screen. Press Enter to activate the Add Comment button. The Add Comment screen appears. Existing comments appears in the Comment table at the top of the screen.

Type the required text. You can type maximum 70 characters in this field. In the set category field, type the number of category or categories for which you want to send the message. Press “Enter” to activate the Add button. You can add more comments, if necessary or exit. Deleting Flight Level comments – choose delete comment, select the line you wish to delete and then enter.

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6.13 Add Flight Banner Comment

Ensure the Flight Comment Summary screen is displayed. Press (F5) to display the Flight Banner Comment screen.

Type the required text. You can only add one flight banner comment. When you add a different flight banner comment, the application replaces the existing flight banner comment with new information. The Flight Banner Comment will show in red in the Flight information screen:

All comments will be visible in the Flight Info screen: A Flight Banner Comment will also be visible on the top of the Customers CPR-table during acceptance on this specific flight.

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6.14 Departure Plan

The Flight Departure plan is set when the flight is created. This plan includes information about the flight leg and flight-related activities that are planned to run at a predetermined time. The activities in the Departure plan are set in the Business Rules from the airline company. The Departure Plan can only be accessed through the Flight Application:

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6.14.1 Updating the Departure Plan

The system allows you to update an activity in the Flight Activity List for a specific flight. It can only update one activity at a time. To update an activity choose “Update Activity” and the new time when this should happen and press “Update.

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The activity that has been updated will display in the sequence where you have set it to occur.

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7 Boarding Application

Before performing any boarding activities, a flight must be identified. To identify the flight, the flight number must be known.

If boarding is not yet open, the Preview Boarding screen is displayed. The Flight Information appears on the top of the Preview Boarding screen. The flight is still open for acceptance and the Boarding time is estimated to 15:20 but Open Boarding can be activated any time.

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When boarding is open, the Boarding screen is displayed. You will see that the Boarding is activated.

7.1 Acceptance and Boarding Figures

Below the flight information, the boarding screen contains Three tables of figures; one for Customers accepted, boarded and not boarded, one for Customers that are ineligible to board, require special assistance or have jump seats assigned to them, and one showing how many passenger are in which boarding group.

The information Icon will only be displayed if there are Customers on the relevant list.

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7.2 Ineligible to Board

For a specific flight, currently Ineligible to Board List can be displayed before or after opening boarding.

You can resolve the ineligibility issues in the area that is causing the problem prior to Customer boarding. If you select the customer which issue you want to solve. The high priority comment will show

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If the Customer is in front of you at this time you can inform him about the new seat and properly give him his new boarding pass with the correct seat. You can assign the issue as delivered – the customer will now be removed from the ineligible list.

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7.3 Special Assistance List

The special assistance list includes:

• Infants

• Children

• Unaccompanied Minors

• Wheelchairs

• Deportees

• Deaf

• Blind

• Medical Case

Below the flight information, the special assistance list screen contains two tables of figures. The table on the left shows the numbers of accepted and not boarded Customers who required wheelchairs. The table on the left shows numbers of accepted and not boarded Customers who are Infants, unaccompanied minors, children, blind etc. If there is non-booked the category will not show in the display.

The lower part of the Special Assistance List screen shows the total of all special assistance Customers not yet boarded followed by the details for each customer.

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7.4 Boarding Customers

Before Customers can board, certain checks are performed by the system to make sure the Customer is eligible to board. The list over not boarded customers are by default displayed by the customer’s name in alphabetic order. This can be changed:

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The Not yet boarded Customer table in the middle of the screen shows total of all Customers who are not yet boarded followed by the details for each Customer.

You can board customers by scanning their boarding pass, travel document, Electronic Boarding Card on phone or tablet. You can swipe their credit-card, passport or national identity card. To board Customers manually, use the following options. Type the first letters of the Customers Last name, type the Customers Line number or the Customers selected seat and enter to Board Customer. How to filter customers in the Not Boarded Customers screen:

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As soon as you are starting to type the first letter of the Customers name the system will filter all the Customers on your flight starting with that specific letter. As you continue to type the next letter the system will shorten the list, looking for customers with these letters.

If you want to board Mr. Kemi the system also requires that you type the line number for the customer as you have two customers’ names starting with the same letters.

When boarding Customers manually or by swiping documents you can always see that the Customer Boarding Status list is updated with information for each boarded Customer and that boarded customers are removed from the Not Boarded list.

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When the Not Boarded Customer list is empty and all Customers have been boarded successfully, the Board Customer button is replaced by the Close Boarding button.

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7.5 Print Onboard List

Onboard Service list is used by Cabin Chief during flight to access info regarding SSRs, total joining passengers, vacant seats etc. Onboard Service List will only show information for accepted passengers. Onboard Service List shall be handed over to Cabin Chief after boarding is finished. Onboard service lists will only show special assistance list until the acceptance status on the flight has been set to Finalized. When acceptance status is Finalized the list will show all checked in passenger.

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Print one copy of list number 1 and 2 after boarding is complete.

7.6 Onboard List

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7.7 Onboard List Long haul

Norwegian Long Haul flights uses multiple Onboard Service Lists. These lists can be printed as soon as acceptance is closed. List nr.1: 1 copy, List nr.2: 2 copies

Example of list nr. 1

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Example of list nr. 2

7.8 Priority boarding

Norwegian is using passenger groups for boarding. Customers will be assigned a boarding group when the boarding pass is issued. Priority Boarding will be sold as an ancillary service. Group PRIO:

• Customers who are eligible for pre-boarding (PRMs etc.).

• Customers with full-flex tickets.

• Customers who have paid for Priority Boarding as an ancillary Group PREM:

• Customers seated in the premium cabin on long haul flights. Group B:

• Customer with infant

• Customers with onward connection Group C:

• Customer seated in the rear of the cabin o From row 24 and back on 787 aircrafts o From row 18 and back on 737 aircrafts

Group D:

• Customer seated in the front of the cabin o In front of row 24 on 787 aircrafts o In front of row 18 on 737 aircrafts

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The boarding group will be calculated by Altea CM when the boarding pass is issued. The boarding pass format has been updated to display the assigned boarding group:

Customers in boarding group PRIO/PREM must be given the opportunity to board the aircraft before customers in groups B, C and D. When aft stairs are used, boarding for groups C (seated aft) and D (seated forward) can be done simultaneously. Note that the boarding group is calculated individually for each passenger, meaning that in some cases passengers travelling together might have different boarding groups. Please use common sense in these cases. For example, a PRM passenger will normally be assigned boarding group PRIO. If the companion has been assigned group C the companion must still be allowed to board together with the PRM. Customers can be boarded manually by name even if their assigned boarding group is not yet open for boarding.

7.8.1 Boarding with remote parking

Priority Boarding will not be sold as an ancillary service for flights departing from stations where remote parking and bussing to the aircraft is used for the majority of flights. When boarding a flight which is parked remotely, the handling agent must ensure that customers in boarding group PRIO/PREM are boarded on the first bus. It is not a requirement to have a dedicated bus, but when more than one bus is used customers in boarding group PRIO/PREM must be given the opportunity to board the first bus.

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7.8.2 Altea boarding groups

After selecting “Open Boarding”, boarding for all the boarding groups will initially be closed and if a boarding pass is scanned Altea CM will give an error message:

Before boarding can start, select “Update Zones” from the menu on the left.

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The following screen will be displayed:

To open boarding for group PRIO, update the status of zone PRIO to “Open” and click update.

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Altea CM will now accept boarding for customers in boarding group PRIO, but continue to reject boarding for customers in the other groups until these have been opened:

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7.9 Flight Update

As a Gate Manager you will be in control over the flights status. On Norwegian flights some of the Flight statuses will be set automatically from the system. This is controlled by monitors in the Departure plan related to STD or ETD. Short Haul

- 24 hours The flight will open for acceptance - 45 minutes The flight will close for acceptance at check-in

Long Haul - 24 hours The flight will open for acceptance - 60 minutes The flight will close for acceptance at check-in

The rest of the statuses will be set manually from the Gate Manager responsible for the Departure. To access the Flight Update screen you must access the Flight Menu. You can do this either from the Flight Application or Boarding Application.

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Here it is done from the Boarding Application, but it can be done the same way thru flight application.

To set the Flight Status to Closed – go to Acceptance Status and choose Closed. Then enter to Update. When acceptance status is Open, all agents are able to check-in and kiosk/app are open for check-in. When acceptance status is closing agents with correct access level are still able to check-in passenger. When acceptance status is closed you are not allowed to check-in more passenger. You need to update the status back to closing.

7.10 Finalize Flights

It is important that the flight is set to Acceptance Finalized before leaving the gate. Access the Flight Update screen and set the Acceptance status to Finalized. If this is not done – no messages from Altea regarding customer information will be sent. The flight will attend the General Flight Status Departed automatically when the ATD has been sent.

IT IS YOUR RESPONSIBILITY AS A GATE MANAGER TO BE SURE YOUR FLIGHT HAS THE RIGHT STATUS WHEN YOU LEAVE THE GATE. NB: You can also set the flight straight in to Status Finalized and skip Acceptance Closed.

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7.11 Flight Departed

If you must set the ATD manually, open the Flight Update and type the ATD time. Enter Update and the flight will have the status Departed.

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8 Transferring Customers

For transferring Customers the following conditions must be meet:

• All flights must be in the Amadeus Altea DCS

• Customer cannot have acceptance status o Boarded o Not travelling

• If the Flight Status is o Suspended o Locked o Departed

• If the Acceptance Status is o Closed o Finalized

• Infants, cabin baggage and extra seats must be transferred with their associated customers. If you need to cancel cabin baggage or extra seat, you can do so separately from the transfer process.

• Baggage pools may not be broken. All customers in a baggage pool must be transferred together. If you need to transfer only some customers, you must depool their baggage separately from the transfer process.

• System will not propose another carrier than the original, and will only show 1 carrier

It’s only allowed to transfer pax in accordance with Norwegians policy

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8.1 Transferring Customers during the acceptance Process

The system automatically offers available transfer during Customer acceptance based on Customer Value. All customers with selling class A, C, D, E or S (Full flexibility) will be offered to Flow Forward.

If the customers accept this offer you can type the selected journey and then accept him on an earlier flight. The PNR will be updated and his seat on the originally flights will be available for sale.

As you can see the customer has been transferred. There has been added info in his CPR-table MRG which means that the customer has been Merged.

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8.2 Force Transfer

This type of transfer is mainly used in the event of Disruption.

Choose disruption and then Force Transfer from the menu. You will then be shown all the alternative journeys. It will only show direct flights.

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8.3 Searching for alternative flights

This process can be used to search for alternative flights to transfer Customers when the system does not find suitable alternatives automatically. This can be if you want to transfer to another carrier or to a flight with a connection.

If you need to rebook with a transfer and different airlines (DY-D8, DI-D8 etc.) Choose “Advanced Options”. Here you can choose to add the flight numbers manually, or if you want to search for both direct and connecting flights.

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Use “Restrict Journey” to only change one leg. It is vital that you use this option when customer has a connection, otherwise you may rebook passenger’s final destination.

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9 Tickets

Norwegians customers will have a ticketless booking or an e-ticket. Most of the customers will have a ticketless booking, which means that they have booked their journey through Norwegians website. All these booking will have the symbol of a paper ticket in the CPR.

Electronic Tickets (E-ticket) are booked through travel agencies around the world. The E-ticket is stored electronically in the airline system and when you check in a customer with E-ticket the system will search to find an E-ticket association. Here you can see the symbol of an associated E-ticket.

Unassociated E-tickets will show like this.

9.1 Associating Electronic Tickets

If the e-ticket is not associated you will have a warning that tells you to proceed to associate.

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The system will ask for selecting the right coupon. In this case there is only one, and it matches the itinerary. Type the line number of the coupon and enter to confirm. It’s mandatory to have a ticket for the customer; otherwise you will not be able to accept them.

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9.2 Ticketless

If the customer is a ticketless booking, and the ticket number is missing it will look like this. In most cases the booking has been made by an agency that never issued the ticket.

9.3 Override

In some cases we must override the ticket. But this must always be confirmed by the travel agency otherwise the customer can be travelling for free.

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10 Accepting Staff

Norwegian staff has the possibility to travel on discounted tickets on all scheduled flights in Norwegian network. All bookings need to be done themselves online. For S2 and R2A bookings a Norwegian staff needs to be travelling in the same pnr as the passenger and should show a Norwegian id-card. If a Norwegian staff are not travelling with passenger they cannot travel. Any case where it is suspected that this is not the case should be reported to [email protected] with the reference number and a short description about what happened. If more than 10 seats available on the flight they will automatically be given a seat. If there are less than 10 seats available they will have SBY. Priority of Staff 80C Crew travelling on Duty (S2PA) 60E Employee on holiday (R2A) 40F Family of staff on holiday (R2B)

10.1 Onload Standby Customers

Norwegian normally don’t overbook the flight, so most passenger on SBY is staff. In some cases, we have to switch aircraft to a smaller one. You can onload SBY passenger in two ways, either manually or with onload list. Norwegians preferred method is Onload list, as this automatically calculate who to onload and who to regrade in case a regrade is needed. You can access onload list from the Flight Application or Boarding Application.

mailto:[email protected]

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The onload list will be shown in the order of their customer value. The higher the priority the customer has, the higher there are on the list. When you have opened the onload list you can Force Acceptance by pressing “Force Accept”.

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You can accept all the staff at the same time, or just one/some of them if there is not seats available for all.

Remember to put in a Reason. If it’s no available seat, you might have to de-allocate seats before you are able to onload. You must also remember to board the customers.

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10.2 Onload list

Onload list calculates who to onload according to Norwegians policy. When you press commit onload, the not checked in pax will go to status “not travelling” and they will lose the seat reservation. You can view the list all the time, but until the acceptance status is “CLOSED” you are not able to commit onload, or to change the onload recommendation. If the flight is overbooked you need to add a “Volunteer for denied boarding” element in Altea then Altea will automatically suggest this passenger for denied boarding. If you have made a manual regrade (sold upgrade) Altea will automatically suggest downgrading pax, and you need to stop it in Onload List screen by doing an onload edit. Onload list will not onload staff to Jump seat. If you want to give a jump seat to a staff passenger, you need to do it manually. Jere Altea suggest regrading 1 passenger from C to Y and to onload 1 normal staff and 2 staff passengers, as we only have seats for 2 of the 3 staff passengers.

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Select “Do Not Regrade – Maintain Travel Cabin” and write “PAID UPGRADE” in free text comment. Press Recalculate onload.

Now Altea don’t suggest regrading this passenger anymore and you can select commit. Altea will ask if you want to print out the new boarding passes for everyone. Then Altea will confirm what have been done. Here 3 persons onloaded, and 1 person is still on SBY. Altea will ask you if you want to transfer remaining pax. When the flight is departing all passenger needs to be either boarded or offloaded from flight. It’s not allowed to have passenger still on SBY.

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10.3 Jump Seat

Onload staff or commercial customers to Jump Seat, To find the Jump seats you have to open the seat plan on the flight.

The Jump Seats have specific names: JP-FD1 = Flight Deck 1 JP-AC1 = Aft Cabin 1 JP-FD2 = Flight Deck 2 JP-AC2 = Aft Cabin 2

Decide which Jump Seat you will on load the staff or customer to and identify the name from customer list in the Flight or Boarding Application. When they are on SBY you will the system will automatically display Other Acceptance Options and you will be able to Force Acceptance.

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Enter the Jump Seat in the Seat Preference, Force Status to Yes and write down the reason. When you enter Accept button, the staff or customer will be given a Jump Seat.

On the Flight Info screen and Acceptance Figures, the Jump Seat customer will show:

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It will also display in the Customer Weight and Balance:

On this flight there is only the staff on Jump Seat that is accepted. And as you can see he will be calculated in to the total amount of customers. As well as the information that there is a customer on Jump Seat FD1.

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11 Dreamliner (787) specific

11.1 Regrade

The regrade functionality is used if you want the passenger to travel in another class compared to the booking, example if the pax wish to pay for an upgrade at the airport or that the Y class is overbooked but we have available seats in C. Passenger regraded up to C class is not entitled to Lounge access. The regrade functionality is duplicated at different levels depending of what kind of regrade you want to do (for a specific passenger or that Altea chooses self which pax to regrade) Norwegian staff (ID pax) passengers have the same rules regarding regrades as normal passengers. When you upgrade passenger, you need to add an “Print on onboard service list” comment that the passenger is upgraded.

11.1.1 Manual Regrade (customer application)

Manual regrade is done when you want to regrade a specific passenger, example if you have a passenger that has paid at the airport for an upgrade. If you have overbooking you use the Regrade list instead. Go in to the passenger, and choose Manual Regrade

Choose why the pax is regraded. In the extra information field you add the receipt number if the pax has paid for an upgrade at the airport. Altea will not give you a warning if the new cabin is already full, so you need to check availability first.

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11.1.2 Regrade List (Flight Application)

This is used when you want to regrade multiple passenger (overbooking). Altea chooses automatically who to upgrade according to Norwegians policy. Go to “Regrade List”, and then choose “Regrade Options”.

Choose how many passengers you want to display for regrading. Altea will suggest splitting of links, always add extra passenger to display in on top of the necessary amount needed to be regarded.

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Select the passengers and choose regrade reasons. If you have chosen extra passengers, it is important to not regrade more passenger than necessary.

Select which passengers to regrade and choose regrade option.

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11.1.3 Regrade comment

When upgrading customers from Y to C cabin, a comment needs to be added to the customers PNR in Altea. This comment will aid onboard crew to determine which passengers seated in C cabin has Premium booking and who is upgraded at the airport in relation to meal serving. Add comment “UPGRADED” and select “Print on Onboard Service List”

The comment will show up on the passenger list that are handed over to the crew.

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11.2 Lounge invitation

Altea will automatically recognize passengers eligible for lounge access. After acceptance, Altea will display following screen with lounge eligibility.

Press: “Print Lounge Pass” to print the lounge pass.

Lounge pass will state name of the lounge and a short location description.

11.2.1 Re-issue lounge invitation

To be able to re-issue a lounge pass, go to “View Customer” – “Printing” – “Issue Lounge Pass”

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11.2.2 Transfer

In a scenario a were passenger has a transfer flight, lounge pass will be issued on first port of embarkation. In example below, the customer is checking in for itinerary BGO-OSL-JFK at BGO airport. Passenger is eligible for lounge at OSL, so the option to print Lounge Pass is displayed in the acceptance flow.

11.2.3 Override Lounge access

To override and print a lounge pass for a passenger not eligible for lounge, got to. “View Customer” – “Printing” – Issue Lounge Pass”.

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Change: “Lounge” from “Not eligible” to “Departure”, and state reason for overriding.

Override reason will be saved in customer PNR.

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NB: Please be informed that override of lounge pass is only possible at airports were Norwegian offers lounge. Override will not be necessary under normal circumstances as Altea will automatically calculate if customer is eligible for lounge. Full list of lounges can be found on www.norwegian.com