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Enjoy Europe Travel by Train! "Print at Home" User Guide – V3 UPDATED Version.

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Presentation on theme: "Enjoy Europe Travel by Train! "Print at Home" User Guide – V3 UPDATED Version."— Presentation transcript:

1 Enjoy Europe Travel by Train! "Print at Home" User Guide – V3 UPDATED Version

2 Summary IntroductionP 3 General principles of How to book tickets in Euronet?P impact on the MTR / AccountingP impact on the After Sales proceduresP from the traveller's side…P FAQs & TipsP p 2

3 Introduction "Print at Home" in a nutshell What is it? A new ticketing method for International & Domestic trains in/from France and Spain, plus Eurostar and Thalys. Tickets are no longer need to be printed on Euronet Paper by the GSA Tickets are no longer sent by post/mail/courier to the traveller or picked up at agency Tickets are sent via to the traveller or travel agent Tickets must be printed by the traveller It is very simple and very similar to the electronic ticketing used by airlines It is often abbreviated Print at Home & Euronet Print at Home is a major Euronet improvement with impacts on the sales dialogue/Front Office the back office (accounting) the after-sales processes The purpose of this quick guide is to help you to better understand the Print at Home and its impact on Euronet and on your organisation p 3

4 Summary Introduction General principles of How to book tickets in Euronet? impact on the MTR / Accounting impact on the After Sales procedures from the traveller's side… FAQs & Tips p 4

5 Context: in Europe and with Rail Europe in Europe Print at Home was recently introduced in Europe (2010) Currently only available with a few rail carriers. Each rail carrier has a different way to manage it in Euronet Simplicity was the key word when was developed in Euronet… Impacts on the sales dialogue are limited Booking flow are homogeneous, whatever the rail carrier (Eurostar, TGV, etc.) With Euronet now offers 4 ticketing methods E2PAPER (Euronet Blank tickets) for travellers preferring to have paper tickets with them for travellers wanting to print their tickets whenever and wherever they want (TOD), for travellers wanting to retrieve their tickets from a kiosk when at the station PDF, for non European products in Euronet e-tickets p 5 General Principles

6 How does it work??? issuance is simple, and based on s The traveller provides their address to the GSA The GSA enters the address in Euronet during the booking process The traveller receives a confirmation and the tickets in his mailbox For the traveller The traveller can find all information about their booking in the confirmation The traveller can print their tickets from any printer, on regular, white A4 paper When the traveller is in Europe, they just needs to show his tickets upon request, together with a means of identification (ID Card or passport) For the GSA Booking tickets is super easy and very similar to other modes of ticketing GSA no longer need to manage Euronet paper, printers etc. GSA remain in control… are stored and can be retrieved if need be p 6 General Principles

7 Scope (1/2) is offered for certain categories of products ONLY is only offered… for global fare tickets (ticket + reservation, all in one) for individual public fares for the list of trains/carriers/fares detailed in the next page is not offered for… Passes and Swiss Packages TCV tickets Stand alone reservations Amtrak and NERO products Group and RIT fares Eurail Passholder fares Depending on the train/carrier, can be offered on certain routes only can be offered for certain fares only tickets can either be included in the confirmation , or directly sent to the traveller p 7 General Principles

8 Scope (2/2) Important - is ONLY offered on the trains/fares quoted above - This means that is NOT offered on Artesia (Day & Night). - In any case, no worries, Euronet will always let you know if a fare is eligible to or not p 8 General Principles

9 Euronet functionalities & conditions of use/issuance tickets are strictly personal, nominative and not transferable First name and last name must be entered in Euronet, for each traveller tickets are only valid upon presentation of an ID Card/photo ID Travellers must always have they ID card/passport with them when they travel To prevent fraud, conductors on-board French trains & International trains to/from France will also check the date of birth on the traveller's ID card You'll need to enter this information in Euronet and it will print on the ticket You don't need to enter this information for Eurostar, Thalys & Renfe tickets "Multi Ticketing Option" This feature was introduced in Euronet's 2011 Spring Release It allows you to mix different ticketing options within one booking General Principles p 9

10 Summary Introduction General principles of How to book tickets in Euronet? impact on the MTR / Accounting impact on the After Sales procedures from the traveller's side… FAQs & Tips p 10

11 How to book tickets in Euronet? Good to know issuance is easy and can be managed in 5 quick steps 1. Select your route and make sure that the fare/route is eligible 2. Add Passengers details (make sure you provide all necessary information) 3. Assign each traveller individually to each product 4. Select the printing option "PAH" 5. Send the tickets to the clients box. Euronet will assist you during the process If a product is not eligible, Euronet won't allow you to confirm it as and youll get an error message Euronet will indicate if a route/fare is eligible Euronet will warn you if mandatory information is missing p 11

12 How to book tickets in Euronet? Step 1: select the route/fare and make sure it can be issued as eligibility information is available in the "Fare Details" screen 1. Click on the fare to obtain more information 2. The box "Fare Details" appears 3. eligibility is displayed in the "Additional Info" field p 12

13 How to book tickets in Euronet? Step 2: enter mandatory passenger details Make sure you enter all mandatory fields for EACH traveller… For EACH traveller, you must enter… 1. his/her first name 2. his/her last name 3. his/her date of birth (not mandatory for Eurostar/Thalys or Spain) If any of the mandatory field is not correctly keyed in, an error message is displayed at the bottom of the screen. Once travellers' details are properly entered, for each traveller individually, the message disappears. p 13

14 How to book tickets in Euronet? Step 3: assign passengers individually Travellers have to be assigned one by one… For EACH product/fare, you must… 1. select the product/fare 2. select the corresponding passenger 3. click on assign Tip: As requires individual assignment, don't select "Lead Name Only", otherwise you will get an error message. p

15 How to book tickets in Euronet? p First, click on "Confirm" to confirm the PNR 2. Click on the "Ticketing Options" button to choose Important notes: Once Confirmed you must hit Print Now or Q for print within 30 Minutes or the booking will drop out. For Renfe "Direct Connection there is no confirmation button, products are confirmed once you hit Print Now or Q for Print. Step 4: select the printing option (1/2) The "Ticketing Options" button The default ticketing option is "E2Paper" so you just need to change it

16 How to book tickets in Euronet? p You can select different ticketing options, one per product or one for the whole booking 2. Select "PAH" 3. Click on "Save" Tip: If you chose a printing option that is not compatible with the selected product, Euronet will give youre an error message (see page 46 ) Step 4: select the printing option (2/2) The "Ticketing Options" pop-up box The pop-up allows you to choose your preferred ticketing options It can apply to the whole booking, or product by product

17 How to book tickets in Euronet? Step 5: send the tickets to the traveller (1/2) Define the parameters of the confirmation When you click on "Q For Print" or "Print Now", the below window pops-up It allows you to enter the traveller's address and the language for the confirmation p Enter here customers address 2. Re-enter here customers address (control to avoid errors) 4. Select language for the confirmation (English, Spanish or Portuguese). Default language is English 5. Click on "Send"

18 How to book tickets in Euronet? Step 5: send the tickets to the traveller (2/2) Confirm the generation of the ticket At the same moment you clicked on "Send"… tickets were created in the database as a.pdf files (they are "virtually printed") The confirmation was sent to the traveller A "printing confirmation" step is then necessary, if you chose "Print Now"… The usual pop-up window appears, asking you to "confirm" the proper "printing" Just click on "Confirm All" as it will - confirm the ticket in the carrier's system - print an invoice - change the booking status to "invoiced" If you don't click on "Confirm all", traveller(s) will not be able to download their.pdf file(s) If you chose to "Q for print", the printing confirmation step is not required p 18

19 Summary Introduction General principles of How to book tickets in Euronet? impact on the MTR / Accounting impact on the After Sales procedures from the traveller's side… FAQs & Tips p 19

20 impact on the MTR / Accounting p 20 MTR is adapted to take specificities into account Clear identification of sales and impact on ticket stock control The printing option clearly displays in the MTR. Cf. "Printing" column As issuance does not require the use of Euronet Blank Tickets, tickets are not counted in the ticket stock usage. Cf. the "Cpns #" column:

21 Summary Introduction General principles of How to book tickets in Euronet? impact on the MTR / Accounting impact on the After Sales procedures from the traveller's side… FAQs & Tips p 21

22 p 22 impact on the After Sales procedures After Sales - Reminders After Sales possibilities depend on the fare Exchange/Refund possibilities vary fare by fare All after sales conditions can be found on Extranet and in Euronet Remember that after train departure, refund possibilities are very restricted and limited to a very small number of fares Euronet makes your job easier as everything is automatic… To know whether a ticket is refundable or not, you can use the "Get quote" button in Euronet's "After Sales" module During a refund operation, Euronet automatically calculates the penalties and releases the seat in the carrier's inventory Remember you can refund "Point to Point" tickets (if fare allows) in Euronet without RE4A's authorisation if the refund is performed before train departure

23 p 23 impact on the After Sales procedures After Sales - What's new with ? A very important change, from a legal perspective With the transportation contract is no longer the ticket itself but the information stored in the carrier's servers/computers Also, because tickets are printed on regular paper (and not on value paper like Euronet Blank Tickets), tickets themselves have actually no legal value In other words, from a legal perspective, the "right to travel" is not materialised by the ticket itself but by the perfect matching between the information stored in the carriers' servers the information on the ticket the information on the ID card/passport of the traveller The ticket itself has no legal value, and this has important impacts on the after-sales procedure…

24 p 24 impact on the After Sales procedures New opportunities to facilitate After-Sales operations! Moving to a zero-paper process As the ticket itself has no longer any value, this means that there is no need to have tickets stamped/endorsed as "not used" by a railway official the timely release of the seat in the carrier's inventory/in Euronet is enough for the carrier to open the right for a refund All transactions are stored electronically and done in real time so… the key element is the PNR, not the ticket itself Euronet knows exactly when seat has been released and if a refund can be offered

25 p 25 impact on the After Sales procedures Process changes Ticket endorsement as "not used" by a railway official : NOT NEEDED In ALL cases, tickets don't need to be stamped/endorsed as "not used" by a railway official The timely release of the seat and the respect of the fare rules is enough to open the right to a refund Reminder: this applies to tickets only, not to tickets printed on E2 paper Sending tickets to Rail Europe's After Sales Department: 2 cases Eurostar: YES, it is still mandatory to send the tickets you wish to refund to Rail Europe After Sales Department, with your monthly accounting documents In all other cases: NO, you don't need to send the ticket, all information is stored/checked in the PNR

26 Summary Introduction General principles of How to book tickets in Euronet? impact on the MTR / Accounting impact on the After Sales procedures from the traveller's side… FAQs & Tips p 26

27 How does it work for the traveller??? When booking is finalised, traveller receives a confirmation The confirmation is sent by The confirmation s summarises all details of the booking The confirmation is NOT the actual ticket and is not required to travel Traveller must print the actual tickets himself and keep them at all times In all cases except Thalys, tickets are "embedded" in the confirmation Tickets can be printed by clicking on the "Print Your Ticket" button in the confirmation The button allows the traveller to open/download one/several.pdf file(s) The.pdf file(s) must be printed before travel as it is the actual ticket(s) In Thalys' case, a separate is directly sent by Thalys to the traveller is sent by This is the actual ticket and must be printed Printing is possible from any printer, as long as tickets are printed on white A4 paper When traveller is in Europe, he just needs to show his tickets upon request, together with a means of identification (ID Card or passport) as this is mandatory p 27 from the traveller's side…

28 How does it work for the GSAs??? tickets are easy to issue GSA makes the booking as usual, not much changes GSA needs to collect traveller's when doing the transaction tickets are easy to manage GSA remains in control of the whole process as… GSA can receive a copy of the confirmation sent to the traveller, if he wants to GSA is able to resend the confirmation to the traveller if needed GSA can also have access to the tickets if need be Ticket stock management is facilitated After sales are improved No need to ask the traveller to have his ticket stamped/endorsed as not used Seat release (1 st step for a refund) possible over the internet until train's departure p 28 from the traveller's side…

29 Confirmation sent to the traveller p 29 from the traveller's side… Commercial text - Language can be English, Portuguese or Spanish (see p17) Itinerary details for paper tickets Itinerary details for tickets "Print Your Ticket" button General Information Summary After-Sales information Note: the confirmation is actually very similar to the "Booking Summary" also known as "Pro-forma invoice"

30 ticket details - "French Journeys" (1/2) p 30 Conditions of use of the ticket in English Conditions of use of the ticket in French (for the Train Manager) Journey details Booking details Next slide: Zoom on zones & from the traveller's side… 34

31 ticket details - "French Journeys" (2/2) p 31 Departure/Arrival stations Date & time of departure/arrival Placement details Fare Information Booking File Reference (also known as "PNR") Traveller's First and Last name 2D Barcode After-Sales information Identification of the Euronet Terminal from the traveller's side…

32 ticket details - Other international trains to/from France Same ticket than for French Journeys The technical solution for these trains is provided by SNCF Therefore tickets on these routes are exactly similar to those for French domestic routes Reminder of the scope This applies to the following trains/carriers TGV Lyria France-Spain TGV Paris-Luxembourg TGV Brussels-France TGV Geneva-Med TGV France-Germany High Speed (both TGV and ICE) p 32 from the traveller's side…

33 ticket details - Eurostar p The upper part of the Eurostar ticket contains the exact same information as current tickets printed on Euronet paper The lower part of the Eurostar ticket is dedicated to after sales information Booking reference (also known as "PNR) 2D barcode After-Sales information from the traveller's side… 5 5

34 ticket details - Thalys (1/2) p 34 Journey & Booking details Traveller's First and Last name 2D Barcode Illustration of the use of tickets After-Sales information Terms & conditions in relation to Note: Thalys calls their tickets "Thalys Ticketless" Next Slide: Zoom on zone from the traveller's side…

35 ticket details - Thalys (2/2) p 35 Travel Date Departure Time/Station Arrival Time/Station Placement details Fare Information (name) & Class of travel Price in Booking File Reference (also known as "PNR") from the traveller's side…

36 ticket details - "Renfe Direct Connexion" (1/2) p 36 from the traveller's side… 1 2 The upper part of the Renfe ticket contains all information usually found on tickets The lower part of the Renfe ticket contains an extract of the conditions of carriage 2D barcodes scanned at time of check-in Next Slide: Zoom on zone

37 from the traveller's side… Renfe Ticket number, PNR ("Localizador") and Fare Name Route details: origin, destination, date and time of departure/arrival ("Salida" = Origin & "Llegada" = Destination) Placement details ("Coche" = coach, "Plaza" = seat, etc.) Price Information Important warning: "Access to the train closes 2 minutes before departure" Date and time of ticket issuance ticket details - "Renfe Direct Connexion" (2/2)

38 Summary Introduction General principles of How to book tickets in Euronet? impact on the MTR / Accounting impact on the After Sales procedures from the traveller's side… Advantages of FAQs & Tips p 38

39 Great for last minute bookings No need to send the tickets via courier or post, this saves time and money Less ticket stock used, which means you dont need to constantly order more from the Paris office. If tickets are lost of stolen you can simply re-print them. Can ticket for clients already overseas. Hassle free after sales procedure. Save time on accounting. p 39 Benefits of

40 Summary Introduction General principles of How to book tickets in Euronet? impact on the MTR / Accounting impact on the After Sales procedures from the traveller's side… Advantages of FAQs & Tips p 40

41 FAQs Q: I can't find a "confirm" button when I want to print a Renfe ticket? A: IT IS NORMAL. Renfe tickets booked through the "Direct Connexion" are only confirmed at the when you click on "Q for print" or "Print now". Until you hit one of these buttons, seat is not booked and fare is not guaranteed. Q: What happens if the address provided by my client is wrong? A: Your client will not receive the containing his tickets and will not be able to travel. It is therefore very important to properly fill out the address of your clients to issue tickets. Q: I don't want my client to see my address? Can I use the "BCC field"? A: NO, you cannot use the "BCC" field of the "Print at Home " box. If you don't want to enter your address, you can create another mail address within you company that will receive all confirmations. Alternatively, you can always ask that the confirmation be sent back to you/your client by Rail Europe's helpdesk teams (see FAQ "What to do if my client lost the confirmation ?"). Q: Can I put several addresses in the "CC" field ? A: NO, this field would only allow ONE unique address. p 41

42 FAQs Q: What to do if my client lost the confirmation ? A: No worries, you can resend it to him/her. There here are 2 possibilities: - If you did put your address in the "CC" field when you entered the traveller's address, you can send it again from your mailbox - If you did not do that, you have to open a case in myRailEurope ("Commercial questions and issues" / Type "Others" / Sub-type issuance") Q: How can I resend the tickets to my client? A: There are numerous possibilities: - For all products except Thalys, you can resend the confirmation , as it contains the links to the tickets - For Thalys tickets, you must ask the RE4A Helpdesk team to resend them to your clients by opening a case in myRailEurope ("Commercial questions and issues" / Type "Others" / Sub-type issuance") and indicating the booking number - You can also send by to your client the url of this ticket… You can find this url in the Pro-Forma Invoice/Booking Summary. Q: What is the "Print Your Tickets" button? A: The "Print Your Ticket" button is just an image in which we have incorporated a link to the urls of the tickets. We created this button to make it more user friendly than clicking on a link. p 42

43 FAQs Q: Do I need to staple the pro-forma invoice in a Rail Europe ticket cover or send covers to my clients? A: NO, tickets are issued by the client, on his/her printer, and don't need to be stapled in a Rail Europe ticket cover. All terms and conditions of the tickets issued on Euronet can be found on Q: Do my clients need to validate their tickets in the French stamping machines (like it is the case for TOD)? A: NO, tickets do not need to be validated in the French stamping machines. Similarly to Euronet paper, tickets' paper is too thin and does not fit in the French stamping machines. p 43

44 Tips p 44 What do I do if I have this error message? This error message displays if you selected "PAH" and clicked on "Save" while the product in your booking was not eligible to In that case, just click on "Yes". You'll go back to the "Ticketing Options" pop-up box where you'll need to select a different printing option.

45 Tips Make the most of the eligibility indicator… Check the eligibility indicator to avoid the error message Euronet allows you to check whether a product is eligible to or not at the time of the product selection (see page 12) before confirming the booking, in the "Product Description" screen (see below) p 45

46 Tips Keep track of the address of your client… Use the "Remarks" field of Euronet to store traveller's address When you enter the address of your customer in the "Print at Home " pop-up box (see page 17), Euronet does not keep the address of your client In order to store it in the booking, in case you need to contact the client again, you can store it in the "remarks" field of Euronet Either when you create the booking or when you finish it, by clicking on the "Update Remarks" button p 46

47 p 47 Thanks for your attention We wish you successful sales!!!


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