Amadeus e-Support Centre Airline Customer Registration

Amadeus e-Support Centre Airline Customer Registration Process
User Documentation
Version 2.0

Document control

Security level
Company / Amadeus IT Group SA
Department / SMA
Author / Antonio Di Rienzo
Version / Date / Change / Comment / By
2.0 / 10August08 / NA / Approved / Helen Zadey

Document scope

Pre-requisites

Distribution of this document

1Introduction

2How to register

2.1Submitting the User Request Form by Customer Service Point

2.2Submitting the User Request Form by e-mail

2.3Approval notification

3How to modify/update a user’s profile

4How to delete a user

5The Key Code

6Support

7Contacts

Document scope

The following document has been written for the benefit of airlines who wish to register their company’s Functional Helpdesk and Pricing/Inventory department users to access the Amadeus e-Support Centre portal.

Pre-requisites

Access to Customer Service Point is necessary to submit the User Request Form by Service Request to Amadeus.

If you don't have access to Customer Service Point and would like to, please contact your Amadeus Account Manager.

Access to the Internet is required to access the Amadeus e-Support Centre which is a browser based application.

Distribution of this document

This Registration Process document can be downloaded from the following locations:

Amadeus Airline Extranet - Customer Support (Soon !)

Amadeus e-Support Centre e-Support Centre Airline Registration ProcessDocument

Request by

1Introduction

Please read the Sales Sheet to discover the many benefits and features of the Amadeus e-Support Centre you will soon be enjoying.


Amadeus e-Support Centre Sales sheet

2How to register

*One representative should complete and submit a single User Request Form for all required new users.We recommend you subscribe all your Functional Helpdesk and Pricing/Inventory department members to the Amadeus e-Support Centre.

  1. Save a copy of this User Request Form on your local computer with filename:

“e-Support Centre Airline Registration.xls”


*Save a copy of this User Request Form on your local computer
  1. Open your local copy and fill in one column per user you wish to register.

.

  1. Make sure thatall mandatory user details are entered.
  1. If you wish to subscribe a user to an Automation Tool, write “Yes” next to each tooltheuser shouldbe given access to.
  1. If your airline is responsible for maintaining tables for another airline, add their IATA airline code in the field “on behalf of which airline”.

*IMPORTANT: Once users have been given access to the Automation Tools and received their user IDs,they will become responsible for maintaining your airline’s tables and you will no longer need to contact the Amadeus Service Management Centre for such requests.

2.1Submitting the User Request FormbyCustomer Service Point

Login to Customer Service Point at

Create a Service Request ensuring you provide the following mandatory information:

Mandatory information:

Title: / OneView: eAIR New Registration - {Your Airline Name – IATA Airline Code}
Attachments: / Upload your User RequestFrom (from your local drive) and open it to ensure it is the updated version

2.2Submitting the User Request Form by e-mail

If you do not have access to Customer Service Point, you can send the User Request Form by e-mail to

* Registration requests can take up to 10 days to process from the date they are submitted.

They are all:

  • verified by Amadeus for correct information
  • forwarded to our security departments to define user IDs & passwords
  • forwarded to our administration team to assign appropriate access to the Automation Tools and knowledge content.

2.3Approval notification

(In the case that you did not already have an Amadeus Airline extranet user ID)

When your new individual user IDs are created, your staff members will receive the following e-mail directly in their personal mailbox. It will contain a unique username and password that should remain confidential.

*On receipt of this email, the user will be able to use it to login to the Amadeus Airline Extranet but not yet to the Amadeus e-Support Centre.

Once we have finished configuring the additional Amadeus e-Support Centre definitions ,

your Service Request or e-mail will be sent back to you with a “Your Amadeus e-Support Centre access is ready” confirmation mail containing some additional links to our online tutorials.

Your staff members can then start using the Amadeus e-Support Centre portal at the following Url:

.

3How to modify/update a user’s profile

To update an existing user’s profile information open a Service Request with the following information:

Mandatory information:

Title: / OneView: eAIR User Update - {Your Airline Name – IATA Airline Code}
Description: / Specify the Name, Surname and user ID to be modified and which changes need to be made to his/her user information

4How to delete a user

Requesting to have a user deleted will result in him/her being deleted from the Amadeus Airline Extranet and from the Amadeus e-Support Centre. To do so open a Service Request with the following information:

Mandatory information:

Title: / OneView: eAIR User De Activation Request - {Your Airline Name – IATA Airline Code}
Description: / Specify the Name, Surname and user ID to be deleted

5The Key Code

When accessing the Automation Tools, you will be asked to enter a Key Code.

If you do not have one yet, click on “please e-mail me a new KeyCode” and you will receive it shortly after by e-mail.

This Key Code is personal and is to remain confidential at all times and is not to be given to another colleague.

6Support

All technical and functional support issues on the Amadeus e-Support Centre are to be reported by PTR (Problem Tracking Record) to the Amadeus Service Management Centre. Please do not address them by e-mail.

7Contacts

Support Related Issues / Please open a PTR and assign it to the
Amadeus Service Management Centre
Ailine IT: Assignee code: MHDAIT
New User Registrations /

Airline Customer Implementation Amadeus e-Support Centre

Service Management Automation

Amadeus IT Group SA

France