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Instructor-Led

Certification:
Yes - pass mark: 85%

Duration:
3 hours + 5 days

Language:
English

Level:
Certification

Pre-requisite:
Yes

Prework:
Yes

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Amadeus Reservation and Ticketing Help Desk for Airlines

This course explains how to support your customers' reservation and ticketing agents in solving their daily issues. It concentrates on the functional and technical system settings that agents need to verify before contacting the Second-level Help Desk.

On this course you will learn how to:

Use features available to Help Desks for identifying and solving problems
Maximize the use of the Service Hub and the different support touchpoints
Assist end users with central system functionality and database problems
Describe the Amadeus system processing and communication flows
React accurately to specific system responses
Identify issues and assign them to appropriate Amadeus groups
Follow the procedures to report incidents

This course covers the following topics:

Incident handling and reporting
Service Hub Support Touchpoints
The distribution system architecture
Office IDs and Office profiles
Extended Ownership Security
Amadeus Air
Ticketing

Is this the course for you?

This course is for:

Airlines in PSS migration
Airline Help Desk agents

Things you need for this course

Pre-requisite:

For airlines newcomers:
- Complete the Altéa Reservation and Ticketing Helpdesk learning path (3 hours).
- And successfully pass the Awareness test available in that learning path (1 hour).

- Or complete the Amadeus Reservation and Ticketing Web Certification for New Users course.
For airlines in PSS migration:
- Complete the Amadeus Reservation and Ticketing Web Certification for New Users course.

Prework:

Complete the Amadeus Incident Management e-Learning (1 hour)

This course helps you use

Amadeus Reservation Desktop Essential
Amadeus Reservation Desktop Web (ARDW)

Related courses

How the course is organised

For airlines newcomers:
- 3 hours of e-Learning + online Awareness test
- 5 days training
For airlines in PSS migration:
- 1 hour of Amadeus Incident Management e-Learning
- 5 days training

What equipment do you need?

View our instructor-led requirements.

The last few details...

To schedule a customized session, please contact:
learning@amadeus.com
Last update: July 2024

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