user guidefcs.jazeeraairways.com/usermanual/fees control system... · 2020. 10. 4. · ground...

GROUND OPERATIONS TRAINING

Fees Control System (FCS) User Guide Document No.

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Issue No. 1 Revision No. 0 Page No.

Issue Date 30.08.2020 Revision Date 30.08.2020 1 of 30

Fees Control System

User Guide For Regional Stations

No.

Prepared By Reviewed and

Acknowledged By Date of Release Remarks

1 Ali Ziad Salman Jinu Varghese 01 October 2020 First Edition

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NOTICE

DISCLAIMER. The information contained in this book is subject to constant review in the light of changing aviation, government rules and regulations. No subscriber or other reader should act on the basis of any such information without referring to applicable laws and regulations and/or without taking appropriate professional advice. Although every effort has been made to ensure accuracy, JAZEERA AIRWAYS training department shall not be held responsible for the loss or damage caused by errors, omission, misprints, or misinterpretation of the contents hereof. Furthermore, JAZEERA AIRWAYS expressly disclaims all and any liability to any person, whether a purchaser of this publication or not, in respect of anything done or omitted, by any such person in reliance on the contents of this book. Training materials, course notes are purely used for training purpose only. It shall not be consider as a reference or part of operational manuals. The mention of specific companies or products in the pictures does not imply that they are endorsed or recommended by JAZEERA AIRWAYS in preference to others of a similar nature which are not mentioned. No part of this book may be reproduced, recast, reformatted or transmitted in any form by any means, electronics or mechanical, including photocopying, recording or any information storage and retrieval system, without prior written permission from:

Training Department

Jazeera Airways P.O. Box 301, Farwaniya, 81014, Kuwait Email: [email protected]



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WELCOME MESSAGE Jazeera Airways Training Department welcomes you to this program. It is our pleasure to be a part on your learning journey and we look forward to helping you realize your true potential. This workbook provides you information that you will need to successfully achieve the learning objectives of this program. This is your copy to encourage you to write on and reinforce the skills and knowledge that have been introduced. Jazeera Airways training team are focused on providing you with the best opportunity to learn and practice new skills through interactive and experiential learning techniques to ensure that you develop the confidence to apply the right procedures and regulations as soon as you continue to your work places. The effective implementation of this program is a significant step towards the delivery of high quality service to our customers.

Training Objective To ensure technical and individual competence through in-house training, competency based assessment and testing, current professional literature and ongoing review on all provided training. To foster and maintain an atmosphere of confidence within the organization and a reputation for expertise and professionalism to exceed the customer satisfaction. We trust that you will enjoy the program and look forward to any feedback you may have to help us meet our objectives. Happy learning!! Best Regards, The Jazeera Airways Training Department



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TRAINING DEPARTMENT RULES 7.1. Policy

In order to operate as a professional Training Department, the following rules have been established.

7.2. Rules 7.2.1 Be punctual as classes commence at the established timings. Late comers might loose

out valuable information/ discussions and they will not be entertained unless otherwise the valid reason is given.

7.2.2 If the participant is unable to attend any training program, participant or department

training officer must advice training department or Instructor by email message. 7.2.3 Pagers, mobile telephones or any device which may cause disturbance during lectures

must be completely switched off for the duration of the lectures. 7.2.4 Smoking will not be allowed within the Training Department premises. 7.2.5 No drinking and eating will be allowed in classrooms and no food or beverages may be

brought into the classroom. Instructors shall ensure this is strictly followed. 7.2.6 During break times, no noise will be allowed due to other classes that may still in

progress and office staff should not be disturbed. 7.2.7 During examination sessions, no talking or cheating will be allowed. Anyone guilty of

any of those infringements will be requested to leave the classroom and the examination paper will be regarded as a failure.

7.2.8 The applicable course materials will be handed to student as per the subject, if

required. Any request for other material will not be adhered to. 7.2.9 Students are strictly not allowed inside the instructors’ offices. 7.2.10 Students must treat all the assets of Jazeera Airways Training Department with the

necessary respect and avoid the mishandling of any equipment and furniture. Vandalism is not allowed.

7.2.11 In case a trainee breaks any Jazeera Airways asset, he/she will be held liable to pay/replace the item with the same quality / specifications.

7.2.12 Trainee must be following the company standards uniform while attending the

classes.



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COURSE OBJECTIVE

INTRODUCTION: This workbook is designed to meet Jazeera Airways training requirements for staff intended to work in ground operations with the aim of fulfilling its objectives and to familiarize new staff regarding our Fees Control Systems (FCS). LEARNING OBJECTIVE:

At the end of this course, you will be able to:

To complete a sale at the airport using various transactional methods

To create a Go-Show (Non-Revenue) Booking.

To review revenue reports of all transactions made using the FCS application.



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FEES CONTROL SYSTEM (FCS) The Fees Control System (FCS) is accessible using any suitable web browser (Internet Explorer, Google Chrome, etc.) by using the URL http://fcs.jazeeraairways.com/Login.aspx

The FCS Sign-in Page gets displayed on screen prompting you to enter valid credentials to

login. Staff needs to enter his / her User Email & Password as shown below;

http://fcs.jazeeraairways.com/Login.aspx



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(Agent Role)

Issue New Receipt After signing-in, you will find the FCS ‘Home Page’ (or) the ‘Issue New Receipt’ page that generally asks to enter the PNR on which you intend to complete a sale (or) issue a receipt.

After retrieving a PNR, all relevant details, PAX Name, Flight No, Date Of Travel, Origin, Destination, Amount Due, etc., would be automatically displayed on screen as shown in the below screenshot.



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Staff to click on ‘Select Category’ option and to select the category and the service of

payment as per the amount due.

Sales Category Option

1. From ‘Select Service’ option staff to select the service.

Example Below: Passenger New Ticket



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2. Add the dependent from the ‘List of Travellers’ by selecting the dependent and clicking the arrow indicating right, as shown in the below image.

In the above screenshot, the fields highlighted in Red are to be filled manually by the staff in order to complete the sale.

The payment method chosen by the passenger in the above scenario is ‘Cash’.

Therefore, we have entered the amount of 53.000 KWD under ‘Cash’ as per the total

Amount highlighted in Green.

We need to inform the customer the amount and after the ‘Total Amount’ is collected

from the customer, click ‘Pay’ to complete the sale and issue a receipt.

After clicking on Pay, a receipt is generated towards the payment with a unique

‘Receipt Number’ assigned.

An ‘Issued Receipt’ with all the details of the sale / transaction is displayed in a printable format.

Staff also can use the option ‘Send by Email’ to send the receipt by email to the passenger.

For any KNET or CREDIT CARD (CCARD) payments staff shall always update the

Auth.Code in FCS from the KNET or CCARD receipt.



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3. FCS Receipt

A Sample copy of an FCS Receipt is shown above for a reference, some components the you would find on an FCS Receipt are as given below,

Receipt No PNR Route Passenger Name on which the Receipt has been generated. Date & Time of Issue Flight Number Flight Date Receipt Type (Passenger New Ticket) Currency Payment Method Amount Due Payment Fee Total Amount Issued By staff name Print Receipt Send Receipt by Email

Once the sale is complete and the receipt is generated, the staff should verify all components of the issued receipt and the same is to be handed-over to the customer.

Note:

1. Staff can follow the same steps for the rest services to confirm the tickets.

2. For FIM and INAD bookings staff is required to confirm the tickets using ‘Credit

Shell’ option from ‘Payment Method’.

3. Staff shall update the remarks with the FIM number and to click ‘PAY’ to confirm.



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From Sales Category Option: The below list of services which the SSR will be auto added through FCS once the bookings are created by (SkyPort or SkySpeed);

Service Menu Sub-Menu SSR

Sales

FIM Services FIMP

INAD Passenger INAD

Staff Ticket STAF

From Sales Category Option: For the below list of service, SSR will be auto added

through (SkyPort or SkySpeed) ONLY and the payments to be collected using FCS.


Sales Infant new Ticket INFT

From Sales Category Option: The below list of services which does not have SSRs, Staff only to confirm the tickets using FCS.


Sales Booking Modification Charges No SSR

Passenger New Ticket No SSR



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Baggage Category Option

A. How to generate a receipt towards Excess Baggage Charges using FCS?

Scenario: Let us assume that a passenger by the name Ziad Saleh/Ali=MR,

PNR (MDZBYX) is travelling O/B J9127 KWI-DXB and wants to make a payment towards an

excess baggage of 01 KG at the airport.

Firstly, we need to retrieve the PNR under the ‘Issue New Receipt’.

Secondly: From ‘Select Category’ option staff to select Baggage and From ‘Select Service’ option staff to select Excess Baggage. Thirdly: Add the dependent from the ‘List of Travellers’ by selecting the dependent and clicking the arrow indicating right.

Note: Staff shall always untick the (Has Connections) box if the passenger has no

connection flight, but if the passenger has a connection flight like (DXB-KWI-IST) staff

shall always tick the (Has Connections) box. As shown in the below image in ‘Green’.



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Fourthly: Enter the total excess weight supposed to be charged to the passenger in the

Weight (KG) box and you will notice that the amount gets displayed automatically in the box

next to it. Click on the tab, ‘Add EBT Fees’ for the amount to get added accordingly. As shown in the below image.

Fifthly: After adding the ‘EBT Fees’ select the payments method and charge the passenger

the total amount then click ‘PAY’ to issue the receipt as shown in the below image.

Note:

1. The same steps to be followed for charging the Handbags excess weight. From

‘Select Category’ option staff to select Baggage and From ‘Select Service’ option staff to select Handbag Weight.

2. Maximum handbag weight for each passenger to be 12KG ONLY in cabin, Above

than 12 KG the hand bag to be charged the excess weight and to be loaded in

the cargo



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B. When to use Bags & Passengers Transfer Fee service from Baggage Category?

*If a passenger booked a one way ticket with J9 and his onward ticket with other airline.

Example: From (DXB-KWI with J9 and KWI-BOM with KU airways) passenger to be charged the Bags & Passengers Transfer Fee from DXB station.

Scenario: a passenger booked a ticket DXB-KWI-BOM, DXB-KWI ticket booked with Jazeera Airways and KWI-BOM booked with Kuwait Airways, Since DXB team will check-in

the passenger to Kuwait only (Staff to be sure adding the SHOCON or LONCON tags),

DXB team (Origin station) to charge the passenger the transfer fees under (Bags & Passengers Transfer Fee) and our transit team in Kuwait will transfer the passenger with his bags to KU terminal to complete his journey.


Secondly: From ‘Select Category’ option staff to select Baggage and From ‘Select Service’ option staff to select Bags & Passengers Transfer Fee.

Thirdly: Add the dependent from the ‘List of Travellers’ by selecting the dependent and clicking the arrow indicating right.

Fourthly: Staff to click on add Bags & Passengers Transfer Fees to add the fees as shown in

the below image in ‘Green’.

Fifthly: After adding the ‘Fees’ select the payments method and charge the passenger the

total amount then click ‘PAY’ to issue the receipt and to update the Notes as shown in the below image.



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Note: 1. No charges to be applied for the transfer passengers booked a full transit ticket with

Jazeera. Example: (DXB-KWI-BOM) ticket with Jazeera Airways only.

C. When to use Extra Piece, Excess Baggage Flat Rate and Oversize services from

Baggage Category?

Scenario: a passenger booked a ticket from KWI-DXB on J9127 and he requested to add

Extra Piece Service.

Note: Extra Piece, Excess Baggage Flat Rate and Oversize services shall be added through (SkyPort - DCS) with SSRs, then staff to confirm the due amount using FCS


Secondly: From ‘Select Category’ option staff to select Baggage and From ‘Select Service’ option staff to select Extra Piece.



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Thirdly: Add the dependent from the ‘List of Travellers’ by selecting the dependent and clicking the arrow indicating right. Fourthly: We need to inform the customer the amount then staff to select the payments

method and to charge the passenger the total amount, then to click ‘PAY’ to issue the receipt.

Note: The same steps to be followed for (Extra Piece, Excess Baggage Flat Rate and

Oversize), From ‘Select Category’ option staff to select the Service and to confirm the tickets in FCS.

From Baggage Category Option: The below list of services which the SSR will be auto added through FCS since the bookings are created through (SkyPort or SkySpeed);


Baggage

Extra Bag Weight XBAG

Extra Handbag Weight XHBG

Bags & Passengers Transfer Fee XBPT

From Baggage Category Option: Below list of services, the SSR shall be added

through (SkyPort - DCS) ONLY and the payments to be collected using FCS.


Baggage

Extra Piece XPIC

Excess Baggage Flat Rate XBFR

Oversize XSZE



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Services Category Option

A. How to generate a receipt for the below list of services using FCS?


Services

Lounge Services LUNG

Seat selection STRQ

Wheel Chair Service (WCHR,WCHS,WCHC)

UM Service UMNR

The above list of services staff shall add the services through (SkyPort - DCS) ONLY and the payments to be collected using FCS.

Scenario: Let us assume that a passenger by the name Ziad Saleh/Ali=MR, PNR (Q9WI7Q)

is travelling O/B J9123 KWI-DXB and he added the WCHR service


Secondly: From ‘Select Category’ option staff to select Services and From ‘Select Service’ option staff to select Wheel Chair Service. Thirdly: Add the dependent from the ‘List of Travellers’ by selecting the dependent and clicking the arrow indicating right. Fourthly: We need to inform the customer the amount then staff to select the payments




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Notes:

1. The same steps to be followed for (Lounge Service, Seat Selection Service and UM

Service), From ‘Select Category’ option staff to select The Service and to confirm the ticket in FCS.

2. Staff to update in the notes the Wheel Chair Service type. As shown in the below image.

B. How to generate a receipt for the below list of services using FCS?


Services Park & Fly Check-in Services PFLY

The above list of services can be added through FCS and the SSR will be auto added once the payments collected using FCS or through (SkyPort -DCS).




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Secondly: From ‘Select Category’ option staff to select Services and From ‘Select Service’ option staff to select Park & Fly Check-in Services.


Fourthly: Staff to click on Add Park & Fly Fees to add the fees as shown in the below image

in ‘Green’.

Fifthly: We need to inform the customer the amount then staff to select the payments




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Hotel Accommodation Category Option

How to generate a receipt for the below list of services using FCS?


Hotel Accommodation Single, Double, Junior Rooms HTAC

The above list of services can be added through FCS ONLY and the SSR will be auto added once the payments collected using FCS.


Secondly: From ‘Select Category’ option staff to select Hotel Accommodation and From

‘Select Service’ option staff to select Single, Double or Junior Room according to the passenger request.


Fourthly: Staff to add the number of nights and to click on ‘Add Hotel Fee’ as shown in the

below image in ‘Green’. Fifthly: After adding the number of nights the FCS system will auto calculate the total price according to the room type.



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Lastly: After adding the hotel Fees, staff to select the payments method and to charge the

passenger the total amount, then to click ‘PAY’ to issue the receipt.

Note: 1. All out stations to coordinate first with our J9 transfer team in Kuwait by email

([email protected]) before issuing any hotel accommodation receipts to be sure rooms are available.

2. Auto email from FCS will be sent to J9 Transfer team in Kuwait with all the hotel bookings details once the bookings are confirmed in FCS and the SSR is added.

3. J9 Transfer team in Kuwait to prepare the hotel vouchers and to book the hotel room.



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Below is the sample of the FCS auto email that our J9 Transit team will receive once the Hotel Accommodation Service is added.

Issue Staff Travel

Firstly, Select ‘Issue Staff Travel’ from the list of options available on the main page.

Secondly: A list of required fields such as Origin, Destination, Flight Date, Flight No, Class and Staff ID shall be entered to prepare the itinerary for staff travel as shown in the below image.

Thirdly: After entering all required fields including Staff ID, click the ‘Retrieve Staff

Dependent’ tab to see the list of members approved / entitled for staff travel with respect to the given Staff ID.



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Fourthly: Add the dependent(s) who wish to travel to the ‘List of Staff Travellers’ by selecting the dependent and clicking the arrow indicating right, as shown in the below image.

Note:

1. If you’ve chosen the wrong dependent by mistake then, to recall / remove the dependent from the travelling list click on the bottom arrow indicating back / left.

2. The option ‘Over book Flight’ needs to be checked / selected whenever there are no seats available (or) the flight is booked completely.

Fifthly: After adding all the staff travelling from the dependent list. Click on ‘Create Booking’

as shown in the above image. You will be redirected to the predefined ‘Issue New Receipt’ page with the generated PNR which would be on-hold temporarily, until the sale is completed on FCS (as shown in the below image).

Lastly: Staff to select the payments method and to charge the passenger the total amount,

then to click ‘PAY’ to issue the receipt.

A receipt would be issued against Staff Travel (Refer the Sample format of the receipt issued on FCS).



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Reports

The ‘Reports’ option allows us to view the Receipts Report issued by the user ID to review all the (Totals, Receipts created and the voided receipts).

A. TOTAL report will show;

1. Total amounts of KNET/CCARD payments 2. Total amounts of Credit Shell payments 3. Total CASH collected 4. Total (KNET/CCARD/CREDIT SHELL/CASH) Amounts 5. Total voided receipts 6. Currency

B. Receipts Created: staff can view:

1. Receipt numbers 2. PNR’s 3. Total Amounts 4. Currency 5. Flight Number

Note:

1. To view any issued receipt, click on the ‘View’ from ‘View Receipt’ as shown above

in ‘Blue’. Staff also can reprint the duplicate receipt and to send the receipt by email.



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Void Receipts

This option is used whenever the staff would like to raise a request to void the receipt that has been generated / issued by mistake. The request once raised, is escalated to the approving authority (supervisor / airport manager) in order to attain approval for voiding the receipt post necessary investigations.

Click on ‘Retrieve’ to retrieve the receipt number that you would like to void and it will

be shown in the ‘Receipt Number’ box and the reason to void the receipt shall be

stated clearly in the ‘Reason’ box available as shown in the below image.

Click on ‘Request Void’ tab to escalate the request for approval in order to void the

desired receipt, as shown in the below image in ‘Green’.

Note:

1. Voiding a receipt is only subject to the approval of the management / authorized employees. If the management / approving authorities rejects the void request, then the amount as per the receipt generated will be borne by the staff. Hence, staff are advised to verify / re-verify all details before issuing a receipt to the customer.



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Supervisor / Airport Manager Role

Approve the Voided Receipts

This option is used whenever the agent staff would like to raise a request to void the receipt that has been generated / issued by mistake. The request once raised, is escalated to the

approving authority (Supervisor / Airport Manager) in order to attain approval for voiding the receipt post necessary investigations.

How to void a receipt?

Firstly, Supervisor / Airport Manager to click on ‘Void authorization’ option from the main menu, All the receipts which voided by the Agents will appear.

Secondly: Supervisor / Airport Manager to click on ‘Take Action’ box to approve the voided receipts. As shown in the below image in ‘Green’.

Thirdly: Supervisor / Airport Manager to update the note and to click on ‘Approve’ box to void the receipt. As shown in the below image.

Note:

1. Supervisor / Airport Manager to be approve all the voided receipts on time before leaving their shifts.



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Station Details Report

The ‘Station Details Report’ option allows us to procure the Sale Report for a specific period of time along with a details as shown in the below image. It also allows us to view the sale report based on the type of sale / receipt type (Eg: Excess Baggage, Go Show, Upgrade, etc.) as well as view the sale report for ‘all’ or any specific destination.

Click ‘View Report’ to see the list of receipts issued for the selected period. as shown in the

below image in ‘Green’.

Note:

1. To view any issued receipt, click on any ‘Receipt Number’.



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My Personal Notes:



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user guidefcs.jazeeraairways.com/usermanual/fees control system... · 2020. 10. 4. · ground...

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