Lufthansa

Group

SPRK
Manual

Version 10.4
07/2022
Version 10.4
Up to date with Farelogix release 9.0

What is new in this version?

- Branding Updates throughout whole document
- Revisit of document structure (some chapters were moved)
- Additional information on SSR formats in chapter 2.3.9.1
- Addition of other Lufthansa Group airlines to the revalidation chapter 4.5
- Complete overhaul of the exchange chapter 4.6 including addition of common mistakes
- Additional chapter 4.6.3 for reassociating EMD-As after ticket exchange
- Adding Multiple Bags in chapter 5.2.1.1
- Removing Chapter on A La Carte Dining (discontinued)
- Removing Chapter on EMD restrictions on Lufthansa Group airlines mixed itineraries

Legal information
This document is protected by copyright of

Deutsche Lufthansa AG
Linnicher Straße 48
50933 Cologne
Germany

All rights reserved. No parts of this work may be reproduced or copied in any form or by any means -
without the written permission of Deutsche Lufthansa AG.
Products that are referred to in this document may be protected by trademarks and/or other intellectual
property rights of the respective owners. The publisher and the author make no claim to these third party
rights. While reasonable precaution has been taken in the preparation of this document, the publisher and
the author assume no responsibility for errors or omissions, or for damages resulting from the use of
information contained in this document. In no event shall the publisher and the author be liable for any loss
of profit, loss of data, loss of business or any other commercial damage caused or alleged to have been
caused directly or indirectly by this document.
The current Lufthansa Group airlines Booking and Ticketing Policy for Business Partners and Lufthansa
Group Schedule Change/ Irregularity Policy for Travel Agents need to be adhered when applying the
instructions in this document.

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Content

1 INTRODUCTION .................................................................................................................................. 6
1.1 LANDING PAGE ...........................................................................................................................................6
1.1.1 Login ..........................................................................................................................................6
1.1.2 Password reset .........................................................................................................................6
1.2 2-FACTOR AUTHENTICATION .....................................................................................................................7
1.2.1 Activation of 2-Factor Authentication ..................................................................................7
1.2.2 Prerequisites for 2-Factor Authentication ............................................................................7
1.2.3 Examplary application of WinAuth ........................................................................................7
1.2.4 Setup the 2-Factor Authentication in SPRK ........................................................................8
1.3 RESERVATION SCREEN ............................................................................................................................ 11
1.4 ACTION ICONS ........................................................................................................................................ 12
2 PASSENGER NAME RECORD (PNR) ................................................................................................13
2.1 ADDING PASSENGER DATA WITH QUICK TRAVELER ................................................................................... 13
2.2 ADDING PASSENGER DATA USING PROFILES ............................................................................................ 13
2.3 ADDING PASSENGER DATA WITH THE TOOLBOX ....................................................................................... 14
2.3.1 Adding passenger information: PTC, name, DOB, gender and frequent flyer number 15
2.3.2 Change/Delete passenger data .......................................................................................... 15
2.3.3 Telephone .............................................................................................................................. 16
2.3.4 Email ....................................................................................................................................... 16
2.3.5 Form of payment................................................................................................................... 16
2.3.6 Address .................................................................................................................................. 18
2.3.7 APIS ........................................................................................................................................ 18
2.3.8 CLID ........................................................................................................................................ 19
2.3.9 SSR ......................................................................................................................................... 19
2.3.9.1 Add SSRs during the booking process ........................................................................... 19
2.3.9.2 Change an existing SSR.................................................................................................... 21
2.3.9.3 Cancel an SSR.................................................................................................................... 21
2.3.10 OSI .......................................................................................................................................... 21
2.3.11 Remark ................................................................................................................................... 22
3 ITINERARY .........................................................................................................................................23
3.1 ADD AIR / FLIGHT SEARCH ..................................................................................................................... 23
3.1.1 Flight search interface.......................................................................................................... 23
3.1.2 Flight search settings ........................................................................................................... 23
3.1.3 Add flights to shopping cart via Fare Search .................................................................... 25
3.1.4 Add flights to shopping cart via Air Availability ................................................................ 27
3.1.5 Fare Quote ............................................................................................................................. 28
3.2 BOOK A FLIGHT SEGMENT ........................................................................................................................ 29
3.2.1 Store a booking ..................................................................................................................... 29
3.2.2 Search and display booking ................................................................................................. 30
3.2.3 Change a booked flight segment ....................................................................................... 31
3.3 DELETE A FLIGHT SEGMENT OR BOOKING ................................................................................................ 31
3.3.1 Delete flight segments......................................................................................................... 31
3.3.2 Delete the booked itinerary ................................................................................................. 32
3.4 DISPLAY/DELETE/RECALCULATE A STORED FARE AND REVIEW FARE NOTES ........................................... 33
3.4.1 Display fare notes of stored fare ........................................................................................ 33
3.4.2 Display/Modify fare calculation and endorsements ........................................................ 34
3.4.3 Auto Pricing/Recalculation of fare ..................................................................................... 34
3.4.4 Manually create a fare .......................................................................................................... 36
3.4.5 Pricing Special Fares with Wildcards ................................................................................. 36
3.4.6 Baggage Allowance .............................................................................................................. 38
3.5 PNR SPLIT .............................................................................................................................................. 38

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4 TICKETING AND POST-TICKETING ACTIONS .................................................................................39
4.1 ISSUE A TICKET ........................................................................................................................................ 39
4.2 DISPLAY TICKET IMAGE ........................................................................................................................... 41
4.3 VOID TICKET WITHIN THE SAME DAY ........................................................................................................ 41
4.4 REFUND .................................................................................................................................................. 42
4.4.1 Automated Refund ............................................................................................................... 42
4.4.2 Manual Refund ...................................................................................................................... 43
4.4.3 Cancel Refund ....................................................................................................................... 43
4.5 REVALIDATION OF LUFTHANSA GROUP TICKETS ...................................................................................... 44
4.6 EXCHANGE .............................................................................................................................................. 45
4.6.1 Auto-Exchange...................................................................................................................... 45
4.6.1.1 Auto-Exchange with Additional Collection and Penalties ............................................ 45
4.6.1.2 Auto-Exchange with refundable amount........................................................................ 50
4.6.2 Manual Exchange.................................................................................................................. 51
4.6.2.1 Exchange with manual pricing ......................................................................................... 54
4.6.2.2 Manual Exchange due to Irregular Operations (SKCHG & INVOL) ............................. 59
4.6.2.3 Manual exchange in accordance with Travel Waiver Policies (TWPs) ........................ 64
4.6.2.4 Manual Exchange of old valid tickets in a new reservation.......................................... 69
4.6.3 EMD Reassociation after Ticket Exchange ....................................................................... 73
4.7 PRINT AND E-MAIL ................................................................................................................................. 76
4.7.1 Print ........................................................................................................................................ 76
4.7.2 E-mail ..................................................................................................................................... 76
5 ANCILLARY SERVICES......................................................................................................................77
5.1 ADVANCED SEAT RESERVATION (ASR) .................................................................................................... 77
5.1.1 ASR booking process ........................................................................................................... 77
5.1.2 Status of ASR Elements....................................................................................................... 78
5.2 OPTIONAL SERVICES ................................................................................................................................ 79
5.2.1 Add optional services ........................................................................................................... 79
5.2.1.1 Baggage (FBAG, SBAG, MBAG) ...................................................................................... 80
5.2.1.2 Business lounge access .................................................................................................... 81
5.2.1.3 In-Flight Wi-Fi .................................................................................................................... 81
5.2.1.4 Fixprice / Cash Upgrade ................................................................................................... 81
5.2.1.5 Unaccompanied minor (UMNR)....................................................................................... 83
5.2.1.6 Oxygen ................................................................................................................................ 86
5.2.2 Delete a chargeable service before document issuance ................................................. 87
5.3 EMD-A .................................................................................................................................................. 88
5.3.1 Issue an EMD-A .................................................................................................................... 88
5.3.2 Void EMD within the same day........................................................................................... 90
6 TRANSACTION HISTORY ..................................................................................................................91
7 OFFICE QUEUES ................................................................................................................................92
7.1 OFFICE QUEUE NUMBERS ........................................................................................................................ 92
7.2 WORKING WITH QUEUES ......................................................................................................................... 93
7.3 ADD PNR TO QUEUE ............................................................................................................................... 94
7.4 BULK QUEUE MOVE ................................................................................................................................ 95
7.5 CHANGE OF OWNERSHIP QUEUE ............................................................................................................ 95
8 GROUP BOOKINGS IN SPRK.............................................................................................................96
9 PROFILE MANAGEMENT ..................................................................................................................97
9.1 TRAVELER PROFILE ................................................................................................................................. 97
9.1.1 Create ..................................................................................................................................... 97
9.1.2 Modify .................................................................................................................................... 98
9.1.3 Delete ..................................................................................................................................... 99
9.2 COMPANY PROFILE ............................................................................................................................... 100
9.2.1 Create ................................................................................................................................... 100
9.2.2 Modify .................................................................................................................................. 100
9.2.3 Delete ................................................................................................................................... 101
9.2.4 Assign a traveler to a company profile............................................................................. 102

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 9.3 AGENCY PROFILE/AGENCY ADMINISTRATION ....................................................................................... 103
9.3.1 Create user .......................................................................................................................... 103
9.3.2 Defined user Roles:............................................................................................................. 104
9.3.3 Modify user .......................................................................................................................... 104
9.3.4 Delete user........................................................................................................................... 104
9.3.5 Reset user password .......................................................................................................... 104
9.3.6 2-Factor Reset .................................................................................................................... 104
10 REPORTS......................................................................................................................................... 106
10.1 MIRFLX ................................................................................................................................................ 106
10.2 COUNTER SALES REPORT (CSR) .......................................................................................................... 108
11 SETTINGS........................................................................................................................................ 109
11.1 USER PREFERENCES ............................................................................................................................. 109
11.2 PCC BRIDGING ..................................................................................................................................... 109
11.2.1 Display/Add/Delete Bridging ............................................................................................ 110
11.2.2 Emulation ............................................................................................................................. 110

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1 Introduction
1.1 Landing page
Use the following link to start the web application: https://dcwebc.farelogix.com/sprk-lhg/

1.1.1 Login
To access SPRK, log in entering your 4-letter office ID/PCC, agent ID, and password and confirming with
<Login>. The password is case sensitive.

Make sure the Lufthansa Group airlines-branded landing page is shown; if not, please check if you have
used the correct link.

1.1.2 Password reset

The landing page provides the function of password reset. Therefore, click
<Forgot password?> and enter the requested data to receive a password reset
link via e-mail. Make sure the specified e-mail address matches the one
specified in the user settings.
- If you do not receive any reset e-mail, contact your agency admin to
review the correct e-mail address connected to your Agent ID. The
Agency Admin can reset your password according to chapter 9.3.5.
- If no email address is stored or if it does not match, the password can
not be reset.

If you do not log in to your SPRK account for 90 days, it will be deactivated. The
agency admin has the rights to reactivate SPRK sub-accounts (see chapter 9.3).

For reactivation of agency admin accounts, please contact LHG Direct Connect
Service Support. If an account is then not reactivated within 30 days, it will be
permanently deleted.

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1.2 2-Factor Authentication
1.2.1 Activation of 2-Factor Authentication
The activation of the 2-Factor Authentication will happen at PCC level. Once there is an agreement
between agency and airline to activate this new functionality, all users of the activated PCC will have to use
the 2-Factor Authentication method without exception.

The following steps need to be performed, before a use of 2-Factor Authentication is possible:

1) Agree with LHG on a specific date of 2-Factor Authentication activation

2) Download the mobile phone tool or desktop tool (e.g. WinAuth) as per instructions in chapter 1.2.3
3) Perform initial login to SPRK and link the account with the 2-Factor Authentication tool as
described in chapter 1.2.4

1.2.2 Prerequisites for 2-Factor Authentication

A 2-Factor Authentication Tool is needed to be able to link it with the SPRK user account. There are several
apps in the market (e.g. Google Authenticator, Microsoft Authenticator, Authy) for mobile phone or
computer. The user can install one of the authentication tools on their device and then link to the SPRK
account in a similar way as described in this document.

If you need to change the device (computer or mobile phone) from where you access SPRK, you need to
request a reset of the 2-Factor authentication. This can be done by your local agency admin (see
chapter 9.3.6). Once the reset has been done, the authentication tool on the new device can be linked again
with your SPRK account.

1.2.3 Examplary application of WinAuth

In the following chapters, we will only show an examplary installation of the WinAuth application on a PC.
WinAuth was selected because it can be used without requiring users to be administrator on their computer
nor to use a separate private mobile device. Other applications can be used on your computer, according to
your IT policy.

Download the WinAuth App from the below weblink: https://winauth.github.io/winauth/

Further instructions for WinAuth can be found on the internet under the below weblink:
https://sf360.zendesk.com/hc/en-au/articles/360025875072-Multi-Factor-Authentication-MFA-How-
do-I-use-WinAuth-
Please mind that the version of the tool can change. At the time of creation of this manual, the current
version was 3.6.2.

There will be no description of a setup on a mobile device due to the variability of tools, hardware and
operating systems. The only difference when setting up the 2-Factor Authentication tool on your mobile
device is that you don’t have to type in or copy the 32-digit code but simply scan a QR code from the SPRK
2-Factor Authentication setup screen.

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1.2.4 Setup the 2-Factor Authentication in SPRK
Please note that if you link your SPRK account with the WinAuth tool on a certain computer, you will only be
able to login to SPRK where the WinAuth tool can be executed.

1) Open SPKR and sign in with your user and password.

2) The setup page for 2-Factor Authentication appears. Select the 32-digit code and copy it.

3) Start the WinAuth tool and click on “ADD” in the pop-up window (it might be that first you have to click
through their terms and conditions).

4) The next screen “Add Authenticator” appears. Under the field “Name”, enter any kind of personalized
name or leave as “Authenticator”.

5) Paste the previously copied 32-digit code from the SPRK setup screen in the WinAuth tool (first step)

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6) Leave step 2 as suggested, then click on “Verify Authenticator” in step 3.
A 6-digit code will appear below step 4.

7) Select the 6-digit code in step 4 and copy, then paste it to the SPRK setup screen and click on
<Verify>. (this step needs to be done quickly, as the 6-digit code expires quickly. If this happens, just
use the next 6-digit code that is generated)

8) You will now successfully enter SPRK and the 2FA setup in SPRK is finished.

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9) IMPORTANT: You need to finish the setup of your WinAuth Tool. Switch back to your WinAuth tool and
click on the “OK” button

10) In the next WinAuth screen you can optionally specify a password for the WinAuth tool.

11) Finally, click on “OK” and the setup is completed. The WinAuth tool will start and show a fresh 6-digit
code that can be used for login with SPRK.

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1.3 Reservation Screen
Once logged in, the reservation screen is displayed. This is the main screen from which all other functions
can be used.

2
5

(1) Log-in information, Log-out button, Agency IATA number, Office-ID (PCC)

(2) Action icons – see chapter 1.4

(3) Quick-start options

Direct sell – usage not promoted
Quick Traveler function – see chapter 2.1
Traveler information from profile – see chapter 2.2

(4) Display of existing booking information in the PNR

(5) PNR Toolbox - see chapter 2.3

Add, modify or delete mandatory/optional PNR information. Click (dark background) to activate
function to be displayed in the reservation. The number shown equals the quantity of items.

(6) PNR Search & Advanced Search – see chapter 3.2.2

(7) Work with Office Queues – see chapter 7

(8) Opens a new window, accessing the Farelogix SPRK Reference Guide or recommended links.

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1.4 Action Icons
On the top right of the Reservation Screen, there are several action icons that allow you to navigate through
SPRK.

Current Reservation The default icon shows the current reservation (far left).

Add Air To be used to shop for flights and fares - see chapter 3.1

Add Reservation Start a new reservation. Five PNRs can be opened at the same time.
For each itinerary, a “Current Reservation” icon will be created (far
left).

Profile Management Work with traveler, agent or agency profiles - see chapter 9

Reports Download XML data files for usage in mid- and back-office systems
and display sales reports - see chapter 10

Settings Changing language, time format, change/reset user password and e-

mail, access to PCC Bridging - see chapter 11

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2 Passenger Name Record (PNR)
2.1 Adding passenger data with quick traveler
Using the Quick Traveler Icon in the upper right of the reservation screen can save a lot of time as it
allows all mandatory information to be added at the same time.

Use the drop-down menu to add more passengers.

When completing the form, <submit> all data to create a PNR.

2.2 Adding passenger data using profiles

If you have an existing Traveler or Company profile, you can use the stored data to create a new booking.
See chapter 9 for setting up profiles.

Click on the Profile Icon to start the quick profile search option.
You can search by traveler or company name. To view all travelers from one company, activate “List all
associated Travelers”.

Select from the similar name list if the search shows

more than one result.

Click on the traveler’s name to select.

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 All data showing “Auto” Mode will be transferred to the
PNR using the <Add Defaults> button.

Alternatively, select a single item by clicking on the

<Add> button.

<Back> returns to similar name list.

<Reset> returns to search screen.

2.3 Adding passenger data with the toolbox

You can find the PNR toolbox on the left-hand side of the reservation screen.
Click data element (dark background = deactivated) to activate function to be displayed in the reservation
(white background). The number is the quantity of items.

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2.3.1 Adding passenger information: PTC, name, DOB, gender and frequent flyer number

Activate Traveler by clicking on it in the toolbox and click on the Add Icon to add a passenger.

Fill in the traveler’s details.

You can select a passenger type code (PTC), add infants and/or add a frequent flyer number.
For additional passengers, click on the Add Icon .
If you add the date of birth and gender, an SSR element with TSA information will be created automatically.

Click on <Submit> to enter the names into the PNR.

2.3.2 Change/Delete passenger data

Please refer to the Lufthansa Group airlines booking & ticketing policy for the rules of a name correction and
name changes. Name corrections (according to Lufthansa Group Booking & Ticketing Policy) can be
conducted for unticketed PNRs with flights operated by Lufthansa Group airlines.
Choose the line with the name you want to change and click on the button above.

To delete a name, select the line and click on the button.

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2.3.3 Telephone
Activate Telephone and click on add to add a passenger.

Select the phone type, add the phone number, select the contact language and click <Submit>.
On activating the operational contact tick box, SSR CTCM will be created for this passenger.
Back in the reservation screen, select an existing telephone entry and click to modify or to delete the
existing phone number.

2.3.4 Email
Activate Email and click on to add an email address.

Add the email, select the contact language, and click <Submit>.
On activating the operational contact tick box, SSR CTCE will be created for this passenger.

Back in the reservation screen, select an existing email entry and click to modify or to delete the
existing email.

2.3.5 Form of payment

Activate Payment and click on to add a form of payment. Choose between a credit card and other forms
of payment (cash, cheque, invoice), fill in the requested data fields and click <Submit>.

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Back in the reservation screen, select the desired payment entry and click to modify or to delete the
selected form of payment.

Important note for UATP cards (e.g. Air Plus):

Once the UATP Company Type is selected and a valid Air Plus card number is entered, Farelogix will
validate the card and enable fields that will be used to provide additional information. Depending on the
way the card is set up, a combination field will appear that are free-form text and will evaluate whatever is
entered into them.

Once the UATP Company Type is selected and a valid Air Plus card number is entered, hitting Enter or
clicking anywhere outside the Number field will validate the card and display fields that will be used to
provide additional information.

Important Note: The UATP card type does not require a CCV code when issuing documents; this differs
from all other supported cards.

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2.3.6 Address
Activate Address and click on to add an address element.

Select an existing address entry and click to modify or to delete the selected address.

Back in the reservation screen, select the desired payment entry and click to modify or to delete the
selected address.

2.3.7 APIS
Travelling to some countries requires APIS (Advance Passenger Information System) before issuing a ticket.
If you have already included the date of birth and gender in the name element, the APIS element will be
created automatically.

Activate APIS and click on to add an APIS element. You can then add an APIS PictureID, APIS
Supplementary and Address.

Select an existing APIS entry and click to modify or to delete the selected APIS element.

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2.3.8 CLID
Activate CLID and click on to add a CLID.

Select an existing CLID entry in the reservation screen and click to modify or to delete the selected
CLID.

2.3.9 SSR
Important note:
This feature is only supported for services that are free of charge or paid for at check-in - no payment is
made via SPRK.
Unaccompanied minors should not be booked with this function, instead please refer to chapter 5.2.

2.3.9.1 Add SSRs during the booking process

To add an SSR during flight booking, activate the “SSR” panel in the tool box and click .

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IATA SSR Code: Choose a (non-chargeable) SSR from the drop-down list.
Text: For some SSR requests, additional text is mandatory. A warning message will occur.
Travelers: Select a passenger or “All” for all passengers.
Segments: Select flight segments or “All” for all flight segments.
<Submit> your request and you will receive airline feedback on Queue.

Please note:
When adding a telephone number or an email address, there is a little check box labelled “Operational
Contact”. By checking this box, an SSR CTCM or CTCE will be created in the PNR. Therefore, there is no
separate SSR CTCM or SSR CTCE in the SSR drop-down menu as the same result can be achieved with the
“Operational Contact” check-box:

For SSRs that require weight and dimension specifications, please check the correct text format in the
Lufthansa Experts portal.
For example, the SSR SPEQ or BIKE specifications need to be entered in the free text field:

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2.3.9.2 Change an existing SSR
Activate the “SSR” panel, select the service that needs to be modified and click .

Make changes in the mask and <Submit>. The airline response will be given on Queue.

2.3.9.3 Cancel an SSR

Activate the “SSR” panel, select the service that needs to be deleted and click .

2.3.10 OSI
Activate OSI (other service information) and click on to add an OSI element.

Add the airline code and additional information in the text box. Click <Submit>.

The input of the OSI-element for a corporate client number (such as Partner Plus Benefit) must follow the
following format: Airline = YY, Text = CP/LHxxxxxxxxxxx, where CP means corporate program and the x’s
are the designated corporate client number.

Select an existing OSI entry in the reservation screen and click to modify or to delete the selected
OSI.

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2.3.11 Remark
Activate Remark and click on to add a Remark.

Use the drop-down menu to select one of the remark types and use the text box for entering text.
Click <Submit>.

Select an existing Remark in the reservation screen and click to modify or to delete the selected
remark.

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3 Itinerary
3.1 Add Air / Flight Search
3.1.1 Flight search interface

All flight and fare search functions are provided using the “Add Air” button .
There is no need to enter PNR data before using Add Air functions.

7
1

3
2

4 5 6

(1) Itinerary type: Choose the itinerary type for your search criteria.
Round Trip, One Way, Multi City
(2) Search criteria: Depart/Arrive
Enter 3-letter code or full city name to choose from name list.

Date
Add the date by choosing from the calendar or using one of the
following formats:
15JUL DDMMM
15JUL19 DDMMMYY
15.07.19 DD.MM.YY

Time
Set time preference using the drop-down menu.
(3) Options: Apply more search criteria (e.g., airline, cabin, booking class)
(4) Search Settings: Opens a search setting panel.
See chapter 3.1.2.
(5) Fare Search: Search for the available fares for selected routing.
See chapter 3.1.3.
(6) Air Availability: Availability display for selected routing without fares.
See chapter 3.1.4.
(7) Fare Quote: Fare display for selected routing without availability information.
See chapter 3.1.5.

3.1.2 Flight search settings

Clicking the gear icon opens a search setting panel.
Clicking on one of the options will open the section to enter data:

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Pricing Options
The first section allows the restriction of a fare
search by type. The options are as follows:
 Published Fares:
Fares shown for all markets and agencies
without any negotiation.
 Contract Fares:
Also known as Private Fares. These rates are
only available to certain groups of agents, markets or companies.
 Both: This is the default setting, which will search by both fare types.

 Advance Purchase: Include fares with an advance purchase restriction.

 Allow Penalties: Include fares where penalties apply.
 Allow Min. Stay: Include fares that have a minimum stay requirement.
 Allow Max. Stay: Include fares that have a maximum stay requirement.

Fare Quote Override Options

Checking this box will retrieve a Fare Quote (only!) for a date
that has already passed. Currency override can be used by
entering the IATA currency code. The default is the local
currency of the agency.

The historical pricing function is deactivated and not supported in SPRK.

Travelers
 Type: Displays a list of Passenger Type Codes (PTC) that
can be selected for the fare; click the arrow to display the
list.
 Travelers: This field confirms the number of passengers with the same PTC included in the pricing
request; click the spinner or enter the number to select.
 Travelers Add/Remove: Clicking the Plus allows one or more travelers with a different PTC to the
default traveler to be added.

Fare selection Options:

Enter a ticket designator code to limit the fare search to
that particular code.

Qualifiers:
Pricing Qualifiers are codes associated with Airline-
sponsored to select from the list of Qualifier options, click
the drop-down menu labelled Type.
Tax Exemption Options:
You can apply tax exemption by using one of the following
options:
 Apply Exemption to All:
Selecting Yes will apply exemption to all taxes
 Government Body:
Free-form text box to enter taxing authority
 Country:
Enter first letter to display a Country Code list
 Province (CA):
Click the drop-down menu to display Canadian provinces
 Tax Code:
Enter tax code
 Collection Point:
Enter the first letter of an Airline Code to display a list
 Tax Type:
Add tax type

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 Service Filters:
The Services Filter option can be used to narrow the
selection of flights based on the Services offered.

3.1.3 Add flights to shopping cart via Fare Search

Use <Fare Search> for the lowest available fares for a requested routing (Best Buy).

1 2

(1) Use and to open/close single fare displays with flight options.

(2) Use to select one of the airline options, departure/arrival time or connections.

(3) Modify your search options

(4) The top row shows the fare families for continental flights. Use the mouse-over function to
receive a list of services included in the fare.

(5) The Symbols show which services are included in the offered fare.
Use the mouse-over function to see a description.

Click on the fare to select. For a round-trip, scroll down as you need to select all flight segments.

Once selected, you can add the flights and fare to the shopping cart , open the seatmap or display
all available fares by clicking on .
When opening the Shopping Cart, you can add optional services to your flights – see chapter 5.2.

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Afterwards, all fare details and tax calculations are displayed.

Clicking on “Fare Information” will provide more information about the selected fares.
Clicking on the text boxes (Additional Fare Details, Itinerary Details, Bag Fees) will display further
information regarding each respective category.
The calculation will be stored in the booking after confirming with <Add to Shopping Cart>.
The shopping cart itinerary is then displayed on the reservation screen.
Continue with chapter 3.2.

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3.1.4 Add flights to shopping cart via Air Availability
Please note that Continuous Pricing is not applied to searches and subsequent Pricing via Air
Availability. Continuous Pricing will apply in subsequent Ticket Exchange transactions when using air
availability according to chapter 4.6.1.
Click <Air Availability> to start and display a list of flights sorted by departure and travel time.

Choose the desired booking class and click on <Select>.

You can add the flight to the shopping cart , store the fare for selected booking class , display all
available fares for the selected flight via or do a Best Buy to create a booking with the
lowest available fare.

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3.1.5 Fare Quote
Using the Fare Quote button shows a list of fare details, including the fare basis, booking class and fare
restrictions.

The radio button to the right (under the magnifying glass header) opens the corresponding Fare Search
display, which will allow you to select a flight.

The display provides basic fare information. You can display the corresponding fare notes display using .

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3.2 Book a flight segment
3.2.1 Store a booking
To save the flights shown in the shopping cart in the airline system, select one or all segments and click
<Book>.

Now the Farelogix filekey (Record locator) is displayed and the flight segments show the actual booking
status (HK, HL, etc.).

The Airline Vendor Locator will be shown as reference when hovering the mouse over the fare number
(here: 1).

To close the booking or start a new reservation click .

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3.2.2 Search and display booking
Allows the entry of a known six-character code that identifies a PNR. Enter the Farelogix Record Locator
and click on the Magnifying Glass. Searching for the Airline Vendor Locator via this field will display an error,
you can search for an Airline Vendor Locator via Advanced Search.

If you do not know the Farelogix record locator, use the “Advanced Search” option.
“Advanced Search” provides a wide range of search options.

Search for Reservation: Entering the traveler name will display a list of PNRs matching the criteria
entered. Search by Record Locator will allow the search for the Airline
Vendor Locator if Amadeus is selected as Source.

FLX Advanced Search: Provides an advanced feature to search for bookings with a flight number,
date range or frequent traveler number.

Search for Ticket/Document: Provides the ability to search for the PNR using the
ticket/Document number.

Claim Reservation: To claim a booking for ticketing. The PNR must be created in “Book-a-
group”.

Flight Stats: Provides the ability to check the status of the flight.

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3.2.3 Change a booked flight segment
Display the booking, then add the new flights to the shopping cart according to chapter 3.1.3.

The Itinerary screen is now split into two parts: “Booked – Air” and “Shopping Cart – Air”

Use the pin to select the segments you want to cancel, then activate the check box for the segments you
want to keep. Then click <Book> to process the change.
If no fare calculation number is shown in the column “Fare”, it will be necessary to reprice the booking. For
this follow chapter 3.4.3.

3.3 Delete a flight segment or booking

3.3.1 Delete flight segments
Select the segments you want to cancel and click <Delete>.
Please note that you cannot delete FLOWN flight segments.

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3.3.2 Delete the booked itinerary

To cancel the whole itinerary, use the “bin icon” . This will disable the PNR and you cannot add new
flights to that booking.

Confirm the warning message and you will receive a confirmation that the booking has been cancelled
successfully.

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3.4 Display/Delete/Recalculate a stored fare and review fare notes
If a fare is stored, the fare number is displayed in the column “Fare” of the Itinerary section.
Using the mouse-over function provides the Airline Record Locator, the price of the stored fare including
taxes and the possibility to.

Display fare notes

See chapter 3.4.1
Display/Modify fare calculation
See chapter 3.4.2.
Delete fare calculation

3.4.1 Display fare notes of stored fare

You can display the fare notes for a stored fare using .
If more than one fare exists, you will receive a list to select the fare note you want to display.
Choose “View” or “Mini” to display fare note/mini-rules.

Once the display of all categories is shown, a filter can be set to retrieve only single categories.

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3.4.2 Display/Modify fare calculation and endorsements
If you have saved a fare, you can use the pen symbol to call up and change the associated fare calculation
and endorsements.

Use the “Tax Details” drop-down menu to display all taxes included in the calculation.

3.4.3 Auto Pricing/Recalculation of fare

Retrieve the booking and select the flights you want to calculate.

Click on <Price> to start the calculation.

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Choose from the pricing options (see chapter 3.1) and <Continue>.

If optional services are offered on the flight, you can add them to the booking. Afterwards, you will receive
the calculated fare. To open the calculation, bags fee details, etc., click on the topic of each line.

If rebooking (another booking class) is required, use the <Rebook> button to process or <Store fare>
without rebooking.

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3.4.4 Manually create a fare
A manual fare can be stored by selecting the flights and using <Create Fare> to receive the fare calculation
mask.

All ticket data can be filled in manually or copied from a previous ticket.

Use the arrow to view all tax details and to add, delete or modify taxes.

Once the mask has been completed, use <Submit> to store the fare in the reservation.

3.4.5 Pricing Special Fares with Wildcards

Sometimes it is difficult to price a fare via the general Fare Search or via Air Availability. If you experience
issues with retrieving a special fare such as TOs or any other fares, you can force them by using the
wildcard functionality, as the complete Fare Basis Code is not required anymore.
It is sufficient to enter fare basis elements as Wildcards:
- C-FLEX wildcard “-SFX”
- EU-Cont wildcards “-LGT” for Light/“-CLS” for Classic/“-FLX” for Flex”
“-BXX” for Business Saver / “-BUZ” for Business
- Intercont wildcards “-NN” for non-refundable and non-changeable /
“-NC” for non-refundable and changeable with fee /
“-RC” for refundable and changeable with fee /
“-FF” for Fully Flexible
- Tour operator wildcard “-TO”/”-TD”

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1) Click Add Air .

2) Add the desired flight segments to the shopping cart via Air Availability (see chapter 3.1.4).

3) Select flight segments and click on price.

4) Add a fare base identifier such as “-TO” or “-CLS” to each Fare Basis Code field as a wildcard,
select the corporate ID or leave the field blank depending on the fare type, and enter the corporate
account code if applicable.

5) The specific fare type can then be revised in the fare information section

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3.4.6 Baggage Allowance
The <Bag Fees> button can be used to show the industry standard for calculating excess baggage.
However, please note that Lufthansa Group airlines have their own baggage policy.
Please check the <Services> button for information on booking optional additional baggage.

3.5 PNR Split

Note: A PNR split is only possible if the PNR contains at least one active flight and contact information was
added for each passenger (review chapter 2.3.3 for telephone and chapter 2.3.4 for email).

This procedure allows to divide a booking containing multiple passengers. A separate Split action must be
performed for each traveler. The traveler named in the request will receive the new Record Locator
associated with the split PNR. The two reservations will be linked as related reservations, and should be
available via a link.

Select a traveler as the person receiving a new filekey and click on the split icon.

Confirm the warning message and you will receive a new filekey for the previously selected person.
The original (Master) filekey is available at the top of the reservation screen.

You can easily switch to the corresponding reservation selecting the filekey in the drop-down list.
Note: The split process is only completed once you have received a new airline filekey. Use the mouseover
function on the fare number.

If the reference is “PENDING”, please wait until you have received the new airline filekey. You can reload
the booking by clicking on the Farelogix Filekey on top of the reservation screen.

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4 Ticketing and Post-Ticketing Actions
4.1 Issue a ticket
To start the ticketing process, a booking with a stored fare needs to be open.

<Issue Documents> starts the ticketing process. If you do not see the button, the booking is incomplete
(e.g., missing filekey, itinerary not booked and in shopping cart only, no fare stored, etc.).
First select the passenger, then the stored fare.

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The next window is the form of payment display. It allows the addition or modification (when added already
in the “payment” panel in the reservation screen – see chapter 2.3.5) of the form of payment used to pay
for the ticket.

Use <Issue Documents> to issue ticket and the ticket image will be displayed:

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4.2 Display Ticket Image
The reservation must be activated on the reservation screen. View the “Transactions” panel for all issued
documents.

Click on the ticket number to display the ticket image.

4.3 Void ticket within the same day

You can only void a ticket within the void period given in the ticket image. Review the void period by
displaying the ticket image (see chapter 4.2). If still within void period, click on <Void> to process the void.

<Submit> the Void Authorisation Request (VAR) screen.

You will receive a confirmation.

The status on the reservation screen will change to “Voided”.

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Please note that associated EMDs (EMD-As) will be voided together with the ticket.

4.4 Refund
Please note that the refund function can only be used after the void period has expired. Otherwise please
use the void function from chapter 4.3.

4.4.1 Automated Refund

Therefore, display the ticket image (see chapter 4.2).

Use <Refund> and the ticket refund screen will be

displayed.

The refund amount is calculated automatically, respecting unused flight segments, taxes and the
cancellation fee.

<Submit> and confirm warning message to process the refund.

A refund confirmation will appear and the status in the “Transaction” panel will change to “Refunded”.

If the system cannot calculate automated refunds, the user will be automatically taken to the Manual
Refund panel.

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4.4.2 Manual Refund
Display the ticket image (see chapter 4.2) and click <Refund> as in the previous chapter.
Click on “Manual” to open the manual refund form.

Base Fare Used: To be used when processing a partial refund

Tax Used : Unused tax can be selected by using . Enter used taxes; the refunded amount is
then calculated automatically.

Waiver Code: Enter a waiver code if applicable

<Submit> and confirm the warning message to process the refund.

A refund confirmation will appear and the ticket status in the “Transaction” panel will change to
“Refunded”.

4.4.3 Cancel Refund

The refund transaction can be reversed by reopening the Electronic Ticket Record and clicking <Cancel
Refund>.

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4.5 Revalidation of Lufthansa Group tickets
There is no designated revalidation function available in SPRK.

For LH/LX/OS operated flights:

If rebooking is permitted and free of charge, the host system will process the revalidation automatically. In
all other cases, a ticket exchange is necessary.

For the automated revalidation process, it is important to cancel and rebook the flight segment in one
transaction. Firstly, book the new flight segment, then activate the check box in the shopping cart.

Mark the original flight using ; the flight segment will be highlighted in yellow.

Click <Book> to clear the booking (original segment will be cancelled, new segment will appear as
“booked”).

Note:
This process does not work if ancillary EMDs are issued in this PNR or if a change fee needs to be applied.

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4.6 Exchange
4.6.1 Auto-Exchange

4.6.1.1 Auto-Exchange with Additional Collection and Penalties

First, display the booking on the reservation screen (see chapter 4.2).
Then, add the new flight segments via Air Shopping (see chapter 3.1.4) that will then appear in the
shopping cart.

Pin the Booked flight segments you want to exchange using (highlighted in yellow if pinned) and
activate the check box for the flight segments that you want to price for the ticket exchange.

If you want to exchange all flight segments of a round-trip ticket, please add the desired substitute
flights to the shopping cart via Air Availability, pin the old flight segments to be exchanged and mark the
new flights in the shopping cart before you click on <Auto-Exchange>.

If you want to exchange one leg of a round-trip ticket (also if the outbound flight segments have been
flown already), please only add a new one-way flight to the shopping cart. Then, pin the flight to be
exchanged and mark the ones you would like to keep in the booking before you click on <Auto-Exchange>
(proceed with chapter).

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To start the exchange process click <Auto-Exchange>.
Choose from the pricing options – it is important to select “Best Available” for the Automatic Exchange
to work - to store a new fare and click <Continue>.

Select the ticket number you want to use for the exchange and click <Continue>.

The difference between old and new pricing is calculated. If a rebooking fee is filed, it will be integrated to
the calculation and has to be confirmed with a checkbox.
If no penalty applies, the row “Applicable Change Fee/Penalty” is omitted.

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-47-
-48-
The exchange template is displayed and auto-exchange is selected by default.

Enter the form of payment. Add credit card details or click to switch to cash/invoice. After clicking
<Submit>, the new ticket image will be displayed.

Close the window to return to the reservation screen. The transaction and itinerary panels will be updated
accordingly. The status of the original ticket has changed to “Exchanged” and the status of the new tickets
shows “Ticketed”. An EMD-S has been issued automatically to collect the rebooking fee.

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4.6.1.2 Auto-Exchange with refundable amount
Following the initial process of chapter 4.6.1.1, the difference between old and new pricing results in a
refund to be issued. The refund amount will be transferred to an EMD-S, which will be issued automatically
during the exchange process.

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4.6.2 Manual Exchange
If documents cannot be exchanged automatically, you have to use the Manual Exchange. This function
provides an automated fare calculation, but the exchange process is done manually.
Pin the Booked flight segments you want to exchange using (highlighted in yellow if pinned) and
activate the check box for the flight segments that you want to price for the ticket exchange.

If you want to exchange all flight segments of a round-trip ticket, please add the desired substitute
flights to the shopping cart via Air Availability, pin the old flight segments to be exchanged and mark the
new flights in the shopping cart before you click on <Book>.

If you want to exchange one leg of a round-trip ticket (also if the outbound flight segments have been
flown already), please only add a new one-way flight to the shopping cart. Then, pin the flight to be
exchanged and mark the new flight segment in the shopping cart that should exchange the pinned
segment.

Click <Book> to start the manual exchange process.

Before starting the manual exchange process, make sure that there is a fare stored for the new itinerary.
Otherwise quote the new booking with the <Price> button. Make sure to use “Best Available” pricing. See
chapter 3.4.3.

Display the ticket by clicking the ticket number in the transaction panel.

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<Exchange/Reissue> will start the Exchange process.

Select the passenger(s) and stored fare you would like to exchange and <Submit>.

The system will calculate the difference between taxes and fare of the original ticket and the new ticket.

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If a rebooking fee is applicable, the penalty has to be included in the calculation.
Enter the form of payment.

The new ticket image is displayed after clicking <Submit>.

The system automatically issues an EMD-S to collect the rebooking fee.

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The status of the original ticket has changed to “Exchanged”; the new ticket shows “Ticketed”.

4.6.2.1 Exchange with manual pricing

The exchange with manual pricing requires manual fare calculation by the agent. Please get all information
from the new fare before starting the reissue (e.g. fare basis, taxes, fare, fare calculation, valid from, valid
until).

Please proceed from chapter 4.6.2, but do not yet proceed to the exchange step.
Click <Book> to delete the original flight segment and book a new flight segment from the shopping cart.
Now the booking is updated showing only the new flight segment.

Select the new flight segments and click the <Create Fare> button.

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You can enter all required fare information in the appropriate boxes or you can copy the original ticket data
and modify them afterwards.

To copy the ticket data from the original ticket on the screen, select the ticket number from the drop-down
menu.

The original ticket information is displayed highlighted in yellow.

Use the drag and drop function to transfer the

original ticket information into the new filed fare.

Override the incorrect data with the new information and enter missing details where applicable.

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To modify tax information, open tax details.

Once complete, use <Submit> to store the fare.

Redisplay your reservation screen. The fare is stored successfully when a fare number is shown next to your
flight.

Click on the ticket number in the transaction panel to open the ticket image.

<Exchange/Reissue> will start the Exchange process.

Select the passenger(s) and stored fares you would like to exchange and <Submit>.

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The system calculates the difference between the new fare and the fare from the original ticket.
The display shows this calculation for paid and new taxes.

<Continue> to the exchange screen.

Enter the penalty amount to be collected or enter “0” to continue if no rebooking fee is required.
Enter the form of payment for the additional collection.
The new ticket image is displayed after clicking <Submit>.

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The status of the original ticket has been changed to “Exchanged”. The new ticket shows up as “Ticketed”.
If a rebooking fee applies, the system issues an EMD-S.

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4.6.2.2 Manual Exchange due to Irregular Operations (SKCHG & INVOL)
The following process only guides through the technicalities of the ticket exchange in Irregular Operations
(IROPs) - Schedule Change and Involuntary scenarios. Please always refer to the Lufthansa Group airlines
Flight irregularities policy for Business Partners for the conditions, rules and processes that need to be
adhered.

Access <Office Queues> from the reservation screen.

Access Queue 7 Schedule Change by clicking on the folder and retrieve the affected PNR.

Search and book the new flight according to chapter 3.2.

Pin the flight to be replaced for deletion and select the new flight from shopping cart.

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Click <Book> to execute the flight exchange.

Then, select all booked flights and click <Create Fare> to store a fare in the PNR.

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Select the original ticket via <Use Ticket Data> and copy the ticket data in the new fare using the option
<Drag Me>. Fare basis code, fare and tax information remain unchanged unless a new routing with via point
has been applied.
Insert the correct stopover indicator (“O” for stopover, “X” for transfer) and correct NVB and NVA data if
needed.
The endorsement box must start with “SKCHG” or “INVOL” followed by the affected flight number and
date (according to the Lufthansa Group airlines Flight irregularities policy for Business Partners).
It is important that the format of the endorsement box and fare calculation line follows as per policy:
- Endorsement box format: [SKCHG or INVOL] [flight number] [date] - [Original Endorsement box content]
- Endorsement box example: SKCHG OS121 03MAR21 - FARE RESTRICTION MAY APPLY
The original endorsement box should stay as it is.

Insert the indicator “S-“ or “I-“ (according to the Lufthansa Group airlines Flight irregularities policy for
Business Partners) on the beginning of the fare calculation line and do not change the original fare
calculation that follows the indicator.
- Fare calculation line format: S-[Original Fare calculation line]
- Fare calculation line example: S-FRA OS VIE107.84 OS FRA107.84 NUC215.68END ROE0.825230

Please do not add more content to the endorsement box or fare calculation line and avoid double spaces.
In case of more passenger types in the PNR, prepare the fare for each passenger type – the procedure is
the same.

Click <Submit> and confirm the stored fare with <Continue>.

In the reservation screen, open the ticket to be exchanged by clicking on the ticket number and then click
on <Exchange/Reissue>.

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Then select Traveler and Fare Group to be exchanged and click on <Submit>.

If the information is correct, neither an additional collection (A/C) nor a refund should apply. If it does,
check the steps on the previous page again. Click on <Continue>.

On the last page, Set the penalty to “0”, check if the new fare information is correct and click <Submit>
and <Continue>.

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The new ticket is issued and will be shown in the next window.

The exchanged and the newly issued ticket will be shown in the transaction section of the reservation
screen.

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4.6.2.3 Manual exchange in accordance with Travel Waiver Policies (TWPs)
First, display the booking on the reservation screen by searching the PNR or ticket number in advanced
search. If the flights have been deleted from the PNR, the itinerary will be empty.
Use Add Air to add the new flight segments with new fare according to the applicable goodwill policy to
the shopping cart.

The new flight segments will appear in the itinerary below Shopping Cart – Air.
In case that the itinerary was empty before adding the new flights, you can skip the following step by
selecting the new flights and directly clicking <Book> without pinning the old flights.

Pin the original flight using (highlighted in yellow) and activate the check box for the flight in the
shopping cart. Click <Book> to exchange the flights.

Before exchanging the flights, make sure that there is a fare stored. Otherwise quote the new booking with
selecting the new flights and clicking <Price>.

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-65-
For editing the endorsement box, hover the mouse over the fare number in the itinerary box and click on the
pencil.

Add the respective entry (here: TWPxxxx) to Endorsements, keep the original endorsement entries and click
<Submit>.

Back in the reservation screen, click on the ticket number in the transactions section to open the ticket
image.

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Then click <Exchange/Reissue> in the bottom of the window.

Select the applicable traveler and fare group. Then click <Submit>.

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In the next window, assess the taxes according to the applied goodwill policy and fare rules respectively,
and select if refundable or not. Then click <Continue>.

If no penalty applies according to the goodwill policy, enter 0.00 – otherwise enter the applicable penalty
amount. If an amount has been entered, the system will issue an EMD to collect the fee.
Any refund amount will be fulfilled through an EMD; activate the respective check box to issue the EMD
during the exchange process.
In case there is an additional collection, select the payment method for its fulfillment.

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The new ticket image with the changed endorsement box will pop up in the next window.

In the Transactions section, the status of the original ticket has changed to “Exchanged” while the new
ticket will show as “Ticketed”. Any issued EMD will show up below the ticket in the Transactions section.

4.6.2.4 Manual Exchange of old valid tickets in a new reservation

If the original booking where ticket was issued cannot be modified anymore (e.g. the whole booking was
cancelled and the “add air” button is not present anymore), the ticket can be exchanged in a new
reservation.

Retrieve the original booking. If “add air” button is missing, copy the ticket number and all passenger
details and create a new PNR for the passenger with the requested flights. Make sure that the new PNR is
booked on the same PCC where ticket was issued and that the first flight added into the new PNR
corresponds with the validating carrier (e.g. if OS ticket was issued, the first booked segment has to be OS).

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Store a fare in the new reservation, update it if necessary and then click on “advanced search”.

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In advanced search, select <Search for Ticket/Document>, insert the ticket number you need to exchange
and press <Search>.

The electronic ticket will open and you can proceed with manual reissue as described in chapter 4.6.2.1.

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When the exchange is done, the new ticket number will appear in the new reservation.

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4.6.3 EMD Reassociation after Ticket Exchange
Please note that EMD reassociation is only possible if the new ticket has the same routing as the
exchanged ticket.

Proceed in the reservation screen after the ticket (that included a service fulfilled with EMD-A) was
exchanged according to chapter 4.6.1. Click on the respective EMD number in the transaction section to
open the EMD-A.

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After the ticket exchange, the EMD has been disassociated from the original ticket number. This is shown
as status (D) in the Ticket/Cpn Reference column.
Close this window and go back to the reservation screen.

Then, add the services, for which the EMD-A should be reassociated, to the new flight segments according
to chapter 5. After receiving the confirmed status by the airline, the services will show as HD.

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Click again on the reference number of the EMD-A from the original ticket.

By adding the services to the new flight segments and receiving the confirmation from the airline (HD), the
EMD-A from the exchanged ticket will be reassociated to the new ticket. Hence, the Ticket/Cpn Reference
column will now show the new ticket number and status (A) for being associated to this ticket number.
Be aware that the system does not update to the new flight dates and that the services will not receive an
HI status in the reservation screen.

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4.7 Print and E-Mail
Display the booking in the reservation screen.

4.7.1 Print
Use the print icon to print the itinerary.

You can include/exclude detailed ticket and pricing information in the itinerary; use the check box to select.

Click <Print> to start the printing process.

4.7.2 E-mail
Use the icon (top right) to e-mail the itinerary.
You can define a default sender e-mail address at office level in the agency profile management, please
read chapter 9.3. Otherwise you can also change the sender e-mail address by clicking the field.

You can include/exclude detailed ticket and pricing information in the itinerary; use the check box to select.
If an e-mail address was entered into the booking, it will be transferred to the e-mail form automatically.
Choose the sender’s e-mail address from the drop-down menu.
Add your comments to the text box on the right (free-flow text).

Confirm with <Send>.

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5 Ancillary Services
In order to allow the system to offer the applicable services and calculate the correct fees, please store the
fare prior to request services, such as seats or baggage, according to chapter 3.1.3 or 3.4.3.

5.1 Advanced seat reservation (ASR)

5.1.1 ASR booking process

After creating the booking, you can book a specific seat using the seat icon on the reservation screen or
clicking the <Seats> button after selecting the respective flight segments.

Once you have the seat map, use the mouse-over function to display the seat characteristics and price
options.

Select the passenger for whom you want to reserve a seat and mark the selected seats (highlighted) and
<Submit>.

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Back in the reservation screen, the seat icon has changed to (person on a seat). To display the seat
number, use the seat icon or the arrow icon to open the seat details.

In case the seat is subject to charge, it is mandatory to issue an EMD according to the deadline mentioned
in the SSR, otherwise the seat reservation will be cancelled.

See chapter 5.3 for a description of how to issue an EMD.

5.1.2 Status of ASR Elements

The status of the requested ASR Elements will be shown as HN.
The status of the confirmed ASR Elements will be shown as HD.
EMDs can only be issued for confirmed ASRs.

The confirmation of ASR Elements can take a few minutes.

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5.2 Optional services
5.2.1 Add optional services
Optional services - if offered for the respective flight - can be added after the booking was created or after
ticketing. Select the flight segments for which you want to add the desired services and click <Services>.

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Add the desired optional services from the list by clicking on the button with the traveler name and service
price, it will then be marked blue. Click Continue to proceed.

The service is requested as an SSR element. The charge will be collected during the issuing process through
an EMD, that will then be displayed in the “Transaction panel”. Please follow chapter 5.3.

5.2.1.1 Baggage (FBAG, SBAG, MBAG)

For additionally added baggage, an SSR will be created upon selecting the service for the desired
passenger. Open payment needs to be collected by issuing an EMD – A as the fulfilment document. See
chapter 5.3.

- First Bag / FBAG (only available with Light Fare)

- Second Bag / SBAG (for flights to and from North and Central America)
- Additional Baggage / MBAG (worldwide, depending on availability)

Please do not add FBAG, SBAG or MBAG as SSR, but instead via Services as described in chapter 5.2.1.

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5.2.1.2 Business lounge access
For business lounge access with Lufthansa, an SSR will be created upon selecting the service for the
desired passenger. Open payment needs to be collected by issuing an EMD – A as the fulfilment document.
See chapter 5.3.

If business lounge access has been added for a SWISS flight, the following window will open with a link to
buy the desired lounge access:

5.2.1.3 In-Flight Wi-Fi

For FlyNet (LH/OS) and SWISS Connect, the following window will open with a link to buy the desired Wi-
Fi service:

5.2.1.4 Fixprice / Cash Upgrade

FixPrice Upgrade or Cash Upgrade is offered as a post ticketing service that allows upgrading to an upper
cabin class with a fixed price. Upgrade is depending on availability of booking classes in the target
compartment.

Upgrade Process
Choose the flight segments for the upgrade and click <Services> (see chapter 5.2.1)

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Select the desired upgrade option for the selected flight segments.

Select the preferred method of payment in the bottom of the services window and click <Continue>.

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This will create the SSR UPGD and issue an EMD-A as fulfillment document.
Both will be displayed in the updated reservation screen in the itinerary and transaction sections.

5.2.1.5 Unaccompanied minor (UMNR)

Before adding UMNR as a service, review the operating airlines’ rules for this service and follow the given
instructions accordinly.

First add the child as PTC CNN and the date of birth as prerequesites for a successful UMNR service
request.

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Then, search for flights as in chapters 3.1.3 or 3.1.4, but select the unaccompanied minor service in the
pricing of optional services window and continue the booking process.

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In the following pricing overview window, a CNN fare has been priced and the unaccompanied minor
service is selected in the included optional services and shown in summary of all charges.

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Once the selection has been put in the shopping cart, the respective information is shown when clicking the
arror next to the flight segment. The emerging box below the respective flight segment shows information
about the added services, in this case the UNMR service.

Once the flight segments including the UMNR service are booked and a Farelogix record locator has been
created, the UMNR will be initially shown as pending (HN) until manually confirmed by the airline. Iit may
take a while until this service receives a confirmed (HD) status after the booking was created.

After confirmation, the outstanding payment needs to be collected by issuing an EMD – A as fulfilment
document. See chapter 5.3.

5.2.1.6 Oxygen
The optional service Oxygen will be issued as pending (HN) until manually confirmed by the airline. Thus, it
may take a while until this service receives a confirmed (HD) status after issuance.

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5.2.2 Delete a chargeable service before document issuance
Chargeable services can be deleted before the EMD is issued.
Therefore click the arrow next to the flight segment to show the added service information.
Then click on the trash bin icon and confirm the pop-up warning to delete the service.

For voiding an EMD on day of issuance, see chapter a5.3.2.

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5.3 EMD-A
5.3.1 Issue an EMD-A
For the following ancillary services, it is necessary to issue an EMD-A via SPRK:
- OXYGEN
- UNACCOMPANIED MINOR
- SEAT RESERVATION for chargeable seats
- FBAG / FIRST BAG
- SBAG / SECOND BAG
- MBAG / MULTIPLE BAGS
- BLG / BUSINESS LOUNGE ACCESS
- UPGD / FIXPRICE UPGRADE

Add the desired services to the booking and wait until their status changes to confirmed (HD). Click the
Farelogix record locator to update the booking. Once confirmed, click <Issue Documents>.

Select the travelers and click <Next>.

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Select the services to be charged/ticketed.

Choose a form of payment for the EMD and process the payment.

The EMD has been issued. You can see all issued documents in the Transactions panel:

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5.3.2 Void EMD within the same day
An EMD-A can be voided either together with the ticket (see chapter 4.3) or on its own within the same
day. For the latter, click on the EMD reference in the Transaction panel.

Click on <Void> and confirm the pop-up.

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6 Transaction History
Using the history button on the reservation screen will open a detailed list of all the actions
that have occurred and have resulted in changes to the PNR.

One of the most powerful features is that the PNR elements can be grouped by dragging
the header up into the space at the top of the list.

For example, click the Category header above to see the effect of dragging it up to the top
panel. See the Glossary of Terms for a listing of the PNR History Categories.

It is sometimes easier to use the Filter to isolate an item in PNR History. To do this, click
the Filter icon to the right of the header, then click the Down Arrow on the Filter box, and
then Select an Item from the menu.

Action Codes:
FLX HISTORY CODE DESCRIPTION
AS / ASA Add Segment
AD Add (catch all) Doc FQTV Commission Seat
AF Add FOP
AR Add Remark
AT Add Ticketing
AOS Add OSI
ASR Add SSR
XSA Delete Segment
XS Delete (catch all) Doc Seat
XF Delete FOP
XFF Delete Frequent Flyer
XR Delete Remarks
XOS Delete OSI
XSR Delete SSR
XT Delete Ticketing
CT Exchange Ticket
CN Change Name
AN Add Name
SP Split PNR
IT Claim PNR
XASC Delete Notification
AASC Add Notification

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7 Office Queues
7.1 Office queue numbers
Click on <Office Queues> in the toolbar on the left of the screen to get an overview of all queues.

Number: Queue Number

Broom : When the Clean (Broom) icon is clicked, all PNRs will be removed from the Queue.
WARNING: This action cannot be undone, so proceed with caution.
Name: Name of Queue
Count: Number of bookings in the Queue
Folder : Use the folder link to open a list (right side) of all PNRs placed in the selected Queue.

Farelogix has reserved Queue numbers 0–100 as predefined Queues. Their respective explanations can be
found in the SPRK Reference Guide (see chapter 1.3) > The SPRK Reservation Screen > Retrieve PNRs >
Queues Areas

Queues from 101 and above are available for agents to use for any purpose. Please contact LHG Direct
Connect Service Support to rename a desired queue above 101.

Please note:
In contrast to other queuing processes that travel agencies know from other distribution systems, Farelogix
receives additional information about PNR modifications that are not directly related to agency transactions
such as, e.g., PNR handling at the airport, PNR modification through LH.com, etc.
In most cases, these actions are reflected in Queue 100 (Catch-All).

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7.2 Working with Queues
When the folder is clicked, all bookings that are in the previously selected queue category are now listed in
the right part of the display. To edit a booking, click on the Filekey.

The booking is displayed on the reservation screen with the “Queue toolbar” on top.

Queue 1 (1 of 4): You are currently in Queue 1, booking 1 out of 4

Left Arrow: Go to previous item in the Queue
Right Arrow: Go to next item in the Queue
Bin: Remove current PNR from Queue
X: Exit the Queue and work with the current PNR outside Queue mode

Check and confirm the hints/changes in the “Alerts panel”, activate the check box(es) and
<Acknowledge>. To delete the PNR from the Queue, use in the Queue panel.

The next PNR is displayed to work on. To Exit the Queue mode, use .
If a PNR is located in different queues, the PNR has to be removed from every queue separately.

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7.3 Add PNR to queue
Open the desired booking in the reservation screen – see chapter 3.2.2.
To place the opened booking in a queue, you have the following options:
 Click on the folder icon next to the Farelogix Filekey.

 Activate <On Queues> in the toolbar on the left edge of the screen and click on the plus symbol
in the on-queue display (displays the queues on which this booking is already placed on).

The following window opens:

Queue: Enter the queue number in

which the booking is to be
placed.

Category: Enter the subcategory of

the queue.

Office ID: Enter the destination office

ID. The own office ID is always given and can be overwritten, if the transfer is to be made to
another PCC.

Date: Date input possible, plays the filekey at a certain date in the queue.

Source: No entry required – F1-Farelogix remains.

Confirm your entries by clicking the <Submit> button and you will receive a confirmation message:

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After selecting a queue in this display, you can also remove the booking from the selected queue using the

trash can icon .

Important: It is only possible to queue bookings between Farelogix PCCs.

7.4 Bulk Queue Move

To move a bigger batch of PNRs, up to 100 at a time, from one queue to another, follow these steps:

1. Go into the Office Queue Folder and click the ‘Arrow Icon’ to move PNRs.

2. Determine the new queue and Office ID, PNRs should be placed on.

3. Confirm by clicking ‘submit’.

7.5 Change of Ownership Queue

FLX supports Queues that can be used to transfer ownership of a PNR from one PCC to another. This
means that a PNR created under the first Office ID, called the Originating PCC, can be placed in a
dedicated queue (4 or 5) and retrieved by an Agent logged in under a second Office ID, known as the
Target PCC.

Regardless of the reason for transferring a PNR between Office IDs, there is a basic procedure that should
be followed to effect the transfer. This is achieved by placing the PNR in a dedicated Change of Ownership
queue so that the second agent can retrieve it

Please refer to and follow the procedure of the SPRK Reference Guide (see chapter 1.2) > The SPRK
Reservation Screen > Retrieve PNRs > Queues Areas > Change of Ownership

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8 Group Bookings in SPRK
The content for NDC Groups can be found in the “Book-a-Group User Manual”.
Therefor please log into Book-a-Group and click on the <Help & Contact> Button.”

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9 Profile management
9.1 Traveler Profile
9.1.1 Create

Click the icon to open the database.

To create a profile, choose from the “traveler” drop-down menu and click <New Profile>.

Choose one of the folders (here PNR Elements) to add booking information.

Open/Close the subfolders with “+” and “–”.

Click to add a new record

Enter the required information and choose the mode (always – all data will be transferred into a booking,
optional – only selected data will be transferred into a booking, never – no data will be transferred into a
booking, read only)

Save Refuse/ignore

Continue the same way for all PNR elements.

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9.1.2 Modify

Click the icon to open the database.

The screen is split into two parts. The left side is to display and modify of existing profiles; the right side is
to create a new profile.

To modify a profile, enter the profile name in the box and select the profile type from the drop-down menu,
then <Search>.

The search result is displayed. In case there is more than one traveler with the same profile name, a similar
name list is displayed. Click <open> to select.

Open one of the folders (here PNR Elements) that you would like to modify.

Open/Close the subfolders with “+” and “–”.

Click to modify
Add/Override the displayed information.

Save Refuse/ignore changes

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9.1.3 Delete

Click the icon to open the database.

The screen is split into two parts. The left side enables displaying and modifying existing profiles, while the
right side exists to create a new profile.

Enter the profile name and select the profile type from the drop-down menu, then <Search>.

If there is only one traveler stored under the entered name, the appropriate profile will open. Otherwise, a
similar name list is displayed. Close the profile (if it’s open) to get back to the results list.

Click <Delete> to cancel the profile.

See chapter 2.2 on how to create a booking with a traveler profile

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9.2 Company Profile
9.2.1 Create

Click the icon to open the database.

Enter the desired profile name in the “New Profile” box, choose “Company” from the drop-down menu and
click <New Profile>.

Choose from the folders (here PNR Elements) to add PNR information.

Open/Close the subfolders with “+” and “–”. Click to add a new record

Enter the required information and choose the mode (always – all data will be transferred into a booking,
optional – only selected data will be transferred into a booking, never – no data will be transferred into a
booking, read only)

Save Refuse/ignore

9.2.2 Modify

Click the icon to open the database.

Enter the profile name and select the profile type “Company” from the drop-down menu, then <Search>.

The search result is displayed. If there is more than one company with the same name, a similar name list is
displayed. Click <open> to select.

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Choose the folder (here PNR Elements) that you would like to modify.

Open/Close the subfolders with “+” and “–”.

Click to modify

Add/Override the information displayed.

Save Refuse/ignore changes

<Submit> to save changes.

9.2.3 Delete

Click the icon to open the database.

Enter the profile name and select the profile type from the drop-down menu, then <Search>.

The search result is displayed. If there is more than one company with the same name, a similar name list is
displayed.

Click <Delete> to delete the profile.

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9.2.4 Assign a traveler to a company profile

Click the icon to open the database.

Enter the profile name and select the profile type from the drop-down menu, then <Search>.

If there is only one traveler stored with the same name, the profile will open. Otherwise, a similar name list is
displayed. Close the profile (if it’s open) to get back to the similar name list.

Click <Associations> and afterwards <Add new Association>.

Choose the company you want to associate it with from the drop-down list.

Save or Ignore your changes.

Close the pop-up windows to exit.

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9.3 Agency Profile/Agency Administration
Note that this chapter is relevant for the “Agency Admin” user role only.
Click the icon to open the database.
Select “Agency” from the drop-down menu and <Search>.

The agency profile is displayed.

Clicking to the left of the Agency Name on office level, a window will expand and there is an option to
define default e-mail addresses which will be applied as sender addresses in chapter 4.7.2.

9.3.1 Create user

Display the agency profile described in chapter 9.3.

Every time an agency admin adds a new user, Farelogix will send the new user an e-mail with their
temporary login credentials (with admin copy).

Click Add new record and enter the following user information.

Name: First and last name of the agent

Agent ID: This will be the ID used to log into SPRK
Email: The email address of the Agent; used for e-mail with login credentials. Without a valid e-
mail address, the user cannot use the "Forgot Password" function
Agent Role: Select the appropriate role from the dropdown list.

Confirm with .

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9.3.2 Defined user Roles:

9.3.3 Modify user

Open the user details for modification.

You can only modify/override the white boxes. Save the new user or cancel your changes.

9.3.4 Delete user

Click to delete the user.

9.3.5 Reset user password

Display the agency profile described in chapter 9.3.
Open the user details for modification.

Click “Reset” to display a new password. The new password is sent to the user’s e-mail address.
Save the new user .

9.3.6 2-Factor Reset

In regards to two-factor authorization in SPRK, the agency administrator will have the ability to do the
following within the agency administration:
 If a user has lost the device they were using for two factor authentication, the SPRK agency
administrator will be able to reset the two factor authentication for the user's new device.

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  If a user needs to be locked or unlocked due to too many two factor authentication attempts, the
SPRK agency administrator will be able to perform these tasks without resetting the two-factor
authentication.
 If a user is deactivated after 90 days, the agency administrator will be able to reactivate the user.
Then, once the user is reactivated, they will not have to reset their two-factor authentication. Their
existing two factor authentication will continue to work.

When a user deletes the authentication tool by accident or needs to change to another tool (e.g. on the
mobile phone or on another desktop computer) the 2-Factor Authentication can be reset, so the user can
set it up from the beginning.

1) In order to do so, the agency admin of that user needs to reset the 2-Factor Authentication in the
Profile Management of the SPRK tool as shown below

2) Click on 2-Factor Authentication reset and confirm:

3) When the 2-Factor Authentication reset is done, the reset button will disappear and you will have
to re-enroll your device with an authentication too as described under chapter 1.1.3.

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10 Reports
10.1 MirFLX
This provides an interface between ticketing actions performed in SPRK and an agency’s back-office
accounting system.

Agency back-office functions involve a range of accounting and invoicing activities facilitated by Farelogix
MIR (Machinable Interface Record) transactions. These transactions allow users to request and acquire
ticketing data from the servers. To work with this data, the records must first be downloaded. To facilitate
this action, two buttons are available – one to download the data and another to specify the number of
records to download:

<Download> initiates the Ticket download of data from the MirFLX database. EMD downloads are not
supported at this time. See the Properties link below to see options for setting the download options.

If Files per Download has been set, the Download button will change to indicate the number of records to
be downloaded. There are two options in the download process:

Current: All the tickets (issued by a specified PCC) that are not flagged as having been previously
downloaded are shown.

Archive: Shows files that have previously been downloaded.

<Confirm> will move the downloaded files from the Current to the Archive section of the module.

Click <Save All> to save a .zip file with all .xml files, which must be unzipped to expose the individual .xml
files.

An individual .xml file can be saved by clicking <Save> on the right of the information bar.

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<Properties> will display the number of files on the server and also allow the specification of the number of
files per download.

Files on Server: The Mir-FLX Server Info screen will display, telling you how many tickets are on
the SPRK Server ready to be downloaded. Click OK to continue.

Files per Download: Allows the selection of the number of files that will be returned when the
Download button is clicked. If this selection is omitted, ALL files will be
downloaded, so it is important to set the number to avoid downloading too many
records at one time.

Important Note:
The MirFLX SPRK tool is not capable of handling high-volume downloads. Performing the Cancel function
on a large volume download may result in application time out. The MirFLX standalone tool can be used to
accommodate report processing, but is not supported by Lufthansa Group Airlines.

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10.2 Counter Sales Report (CSR)
The Counter Sales Report (CSR) allows access to all the transactions that an agency has generated during a
specific date range. The report is real-time and will provide up-to-the-minute data, providing a timestamp in
the Time field based on the local time of the PCC that issued the documents.

Enter the desired date range and the respective agent ID for the report. Data must exist for this Agent ID
for the current PCC in order to return results.
Leave the field Agent ID empty to receive transactions from all agents under this PCC.
CSR date range cannot exceed 31 days.

Submitting the report request will retrieve as many pages of data as are available within the selected date
range. When the report loads, there are several options available in terms of how the data is managed and
displayed:

A row of controls aids in viewing, navigating and downloading data. If you hover the mouse over the
respective icon, an icon description will appear.

The fields that make up the report do not fit in the SPRK display. As a result, the table must be scrolled
right to see them all. The report fields are explained in the SPRK Reference Guide (see chapter 1.3):

SPRK Reference Guide > The SPRK Reservation Screen > SPRK Actions > Reports > Counter Sales Report

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11 Settings
11.1 User Preferences

Clicking on the Settings Icon will open the user preferences frame in which the language and time
format can be chosen. There is also the option to change the password and add or update the e-mail for the
logged in user. If no email address is stored here, the user will not be able to use the ‘forgot password‘
function.

11.2 PCC Bridging

PCC Bridging is a mechanism that enables agents to work with PNRs and documents tied to an Office ID
(PCC) that is different from the one under which they are logged in.
 The PCC that the agent initially logs into is called the Home PCC; the PCC with which the Home
PCC has established a bridging relationship is known as the Bridged PCC.
 By default, when an agent performs actions on a PNR or document owned by another PCC, the
agent's identity remains tied to his or her Home PCC, and all the transactions done for bridged
PCCs are tracked and recorded as such.
 To perform certain transactions from Home PCC (for the PNRs, tickets owned by bridged PCCs)
agent would need to emulate to that PCC.
o This emulation is only allowed when PCCs are bridged otherwise the transactions will be
rejected.
 In the context of bridging (and emulation), it is important to keep in mind that the tasks that can be
performed by a given agent will always be the same as the ones that the agent has the rights to
perform in his or her Home PCC.
o If an Agent, for example, does not have the rights needed to void tickets owned by her
Home PCC, then that Agent will not be able to void tickets owned by any other office.

Bridging settings will allow users to view and define bridging relationships. All users will be able to view
bridging relationships, but only the Agency Admin role will be able to define new bridging relationships
Establishing a bridging relationship will grant the bridged PCC the ability to emulate the user’s own PCC.

If bridging is in place, all transactions and document reporting will be logged with the bridged PCC. The
receiving PCC can display any PNR that belongs to the sending PCC. However, any change to a PNR can
only be done in the PCC that owns the PNR.

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11.2.1 Display/Add/Delete Bridging
Please note that the add and delete function is for User Role “Agency Admin” only.

For displaying existing bridging, click <Bridging> in the settings section.

The display shows all agencies that have access to emulation on this PCC and a read-only section that will
display the list of PCCs that have granted access to the user’s own PCC. This is reflected in the drop-down
list that appears on the Reservation screen and in Advanced Search.

Entering a valid PCC to this box and using <Add> will grant access to the specified PCC to the PCC under
which the Administrator is logged in.

To delete an existing Bridging use .

11.2.2 Emulation
The Agent must log in using the “primary” PCC (here AEXP) credentials. With an active Bridging (received
access), a drop-down menu will allow emulation of another “secondary” PCC (here AE7D). When in
emulation mode, an icon will appear to the left of the Select PCC dropdown list.

When emulating a PCC (AE7D), booking, cancelling, pricing and ticketing functions are given to the
emulating PCC (AEXP). All transactions will then be processed in the emulating PCC (AEXP).

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