PCT
`INTERNATIONAL APPLICATION PUBLISHED UNDER THE PATENT COOPERATION TREATY (PCT)
`WO 97/27556
`
`WORLD INTELLECTUAL PROPERTY ORGANIZATION
`International Bureau
`
`(51) International Patent Classification 6 :
`GO6F 17/60
`
`(11) International Publication Number: (cid:9)
`
`Al
`
`(43) International Publication Date:
`
`31 July 1997 (31.07.97)
`
`(21) International Application Number: (cid:9)
`
`PCT/US97/00765
`
`(22) International Filing Date: (cid:9)
`
`22 January 1997 (22.01.97)
`
`(81) Designated States: AU, CA, JP, European patent (AT, BE,
`CH, DE, DK, ES, FI, FR, GB, GR, IE, IT, LU, MC, NL,
`PT, SE).
`
`Published
`With international search report.
`Before the expiration of the time limit for amending the
`claims and to be republished in the event of the receipt of
`amendments.
`
`(30) Priority Data:
`08/589,934 (cid:9)
`
`23 January 1996 (23.01.96) (cid:9)
`
`US
`
`(71) Applicant: ELECTRONIC DATA SYSTEMS CORPORA-
`TION [US/US]; 5400 Legacy Drive, M/S H3-3A-05, Plano,
`TX 75024 (US).
`
`(72) Inventors: FLAKE, Wayne, L.; 1508 Iowa Drive, Plano, TX
`75093 (US). KAMBHAMPATY, Krishna; 2001 Terra-
`cotta Court, Lewisville, TX 75067 (US). MOLSBERRY,
`Stephen, B.; 2408 Piedra Drive, Plano, TX 75023 (US).
`CLEM, Gregory, B.; 17820 North 56th Street, Scottsdale,
`AZ 85254 (US).
`
`(74) Agent: GRIEBENOW, L., Joy; Electronic Data Systems
`Corporation, 5400 Legacy Drive, M/S H3-3A-05, Plano, TX
`75024 (US).
`
`(54) Title: AUTOMATED TRAVEL SERVICE MANAGEMENT INFORMATION SYSTEM
`
`(57) Abstract
`
`A method (1000) of automatically
`managing travel service information is
`provided. The method generates a busi-
`ness entity profile and individual profile
`for customer (1004, 1006), and stores the
`information in a relational database. Cus-
`tomer reservation services information re-
`trieved from all available sources is also
`stored in the same database (1010). Con-
`sequently, the customer reservation ser-
`vices information and the profile infor-
`mation is made available, simultaneously,
`for use by an agent in processing a cus-
`tomer's travel request (1013).
`
`ADMINISTRATION
`
`IMPLEMENTATION
`
`fQ
`
`TRAINING I-52
`
`.". AUTOMAT ION I
`54
`
`VENDOR
`RELATIONS
`
`42 36
`
`ARC
`PROCESSING
`
`44 38
`
`TECHNOLOGY I
`SUPPORT
`
`BUSINESS ENTITY
`RESERVATIONS
`
` DOMESTIC
`56"I
`RESERVATIONS
`
`INTERNATIONAL
`RESERVATIONS
`
`58-(1
`
`60-rd (cid:9)
`
`SUPPORT
`
`SPECIAL SERVICES
`
`I CUSTOMER SERVICE IN.
`
`GROUP & MEETINGS (cid:9)
`
`66
`
`68
`
`IRD
`
`I (cid:9)
`
`TRAVEL 24 (cid:9)
`
`VIP
`
`70
`
`k72
`
`(cid:9)k74
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`Apple, Exhibit 1049, Page 1
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`

`

`FOR THE PURPOSES OF INFORMATION ONLY
`
`Codes used to identify States party to the PCT on the front pages of pamphlets publishing international
`applications under the PCT.
`
`AM
`AT
`AU
`BB
`BE
`BF
`BG
`BJ
`BR
`BY
`CA
`CF
`CG
`CH
`CI
`CM
`CN
`CS
`CZ
`DE
`DK
`EE
`ES
`Fl
`FR
`GA
`
`Armenia
`Austria
`Australia
`Barbados
`Belgium
`Burkina Faso
`Bulgaria
`Benin
`Brazil
`Belarus
`Canada
`Central African Republic
`Congo
`Switzerland
`Cote d'Ivoire
`Cameroon
`China
`Czechoslovakia
`Czech Republic
`Germany
`Denmark
`Estonia
`Spain
`Finland
`France
`Gabon
`
`GB
`GE
`GN
`GR
`HU
`IE
`IT
`JP
`KE
`KG
`KP
`
`KR
`KZ
`LI
`LK
`LR
`LT
`LU
`LV
`MC
`MD
`MG
`ML
`MN
`MR
`
`United Kingdom
`Georgia
`Guinea
`Greece
`Hungary
`Ireland
`Italy
`Japan
`Kenya
`Kyrgystan
`Democratic People's Republic
`of Korea
`Republic of Korea
`Kazakhstan
`Liechtenstein
`Sri Lanka
`Liberia
`Lithuania
`Luxembourg
`Latvia
`Monaco
`Republic of Moldova
`Madagascar
`Mali
`Mongolia
`Mauritania
`
`MW
`MX
`NE
`NL
`NO
`NZ
`PL
`PT
`RO
`RU
`SD
`SE
`SG
`SI
`SK
`SN
`SZ
`TD
`TG
`TJ
`TT
`UA
`UG
`US
`UZ
`VN
`
`Malawi
`Mexico
`Niger
`Netherlands
`Norway
`New Zealand
`Poland
`Portugal
`Romania
`Russian Federation
`Sudan
`Sweden
`Singapore
`Slovenia
`Slovakia
`Senegal
`Swaziland
`Chad
`Togo
`Tajikistan
`Trinidad and Tobago
`Ukraine
`Uganda
`United States of America
`Uzbekistan
`Viet Nam
`
`Apple, Exhibit 1049, Page 2
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`

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`WO 97/27556
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`PCT/US97/00765
`
`1
`
`AUTOMATED TRAVEL SERVICE
`MANAGEMENT INFORMATION SYSTEM
`
`TECHNICAL FIELD OF THE INVENTION
`This invention relates generally to the field of
`customer reservation services, and more particularly, to
`an automated travel service management information system
`and method of operation.
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`2
`
`BACKGROUND OF THE INVENTION
`Travel agencies train and employ agents to
`coordiRate customers' travel plans with travel-related
`services supplied by airlines, hotels, auto rental
`agencies, etc. Typically, in order to determine the
`availability of these services and make reservations,
`travel agents may access (via a remote workstation) one
`of a number of proprietary travel reservation systems.
`For example, in order to determine the availability of
`seating on a specific airline flight, an agent may access
`the SABRE System, which is a computer reservation system
`(CRS) developed and marketed by American Airlines. Other
`computer reservation systems are also available, such as
`Worldspan® owned by Pars Marketing Partnership, Apolloe
`owned by Galileo International Partnership, and System
`Ones owned by Amadeus Global Travel Distribution.
`Although a number of proprietary computer
`reservation systems are available, from a travel agency's
`viewpoint, these systems are inefficient and not cost
`effective to use. For example, work-related travel
`arrangements may be (and usually are) subject to certain
`restrictions imposed by a customer's employer. Employers
`often limit airline travel expenditures to tourist class
`or business class rates. Also, employers often negotiate
`discounted rates for their employees, such as hotel or
`automobile rental rates, and then limit travel
`expenditures to those discounted rates. Although
`existing proprietary computer reservation systems may
`maintain such employer-imposed restriction information,
`in order to obtain that type of information from a
`particular system, an agent needs to know that system's
`unique information codes. However, most agents are
`typically trained to access and use only one or two
`proprietary computer reservation systems, because cross-
`training agents to use all of the unique systems would be
`extremely costly for the agency.
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`
`3
`
`Furthermore, although a number of proprietary
`computer reservation systems are available for use by
`agencies, these systems are not integrated to provide all
`of the available services at one time. Consequently, if
`an agent desires to make a complete set of travel
`arrangements for a customer, the agent has to access a
`system multiple times. For example, in order to arrange
`for a customer's airline travel, automobile rental, and
`hotel accommodations, a travel agent typically accesses
`the proprietary system to reserve airline seating and
`obtain prices and tickets, then again using different
`commands to obtain prices and reserve a rental car, and a
`third time to obtain prices and reserve a hotel room.
`Since an agent's productivity decreases with increases in
`request processing time, the present sequential method of
`processing travel requests is highly inefficient. Such
`inefficiencies result in increased operational costs and
`reduced profitability for the agency. Additionally, the
`agent cross-training required for three proprietary
`systems, significantly increases the agency's costs.
`Presently, in order to minimize operational costs,
`travel agencies typically assign specific agents to
`process travel requests made by specific customers and
`business organizations, and for specific travel-related
`functions. However, these specialized uses of agents are
`neither very efficient nor cost-effective. For example,
`one agent's corporate customer may request travel
`arrangements for several employees, while at the same
`time, one or more of the other agents in the office may
`be idle.
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`WO 97/27556 (cid:9)
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`PCT/US97/00765
`
`4
`
`SUMMARY OF THE INVENTION
`Accordingly, a need has arisen for an automated
`travel management information system which incorporates
`all available customer reservation service information
`into one database, including customer preference
`information.
`In accordance with a preferred embodiment of the
`present invention, a method of operating an automated
`travel service management information system is provided
`which maintains a business entity profile and/or an
`individual profile for each agency customer, in a
`relational database. The system also maintains
`information retrieved from a plurality of computer
`reservation systems, in the relational database. In
`response to a customer's travel request, the system
`automatically retrieves, and displays for decision-making
`by an agent, all pertinent information retrieved from the
`customer's business entity profile and/or individual
`profile, and the appropriate computer reservation
`system(s).
`An important technical advantage of the present
`invention is that travel service information from a
`plurality of computer reservation systems is stored and
`readily available in a single database format.
`Consequently, travel agents do not require cross-training
`to use a plurality of computer reservation systems, and
`their productivity can be increased.
`Another important technical advantage of the present
`invention is that customer preference information is also
`stored and readily available in a database.
`Consequently, an agent can take the customer preferences
`(e.g., restrictions) into account while making travel
`arrangements.
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`BRIEEDLIC2121103CMILIEDBANIRGE
`For a better understanding of the present invention,
`reference may be made to the accompanying drawings, in
`which:
`FIGURE 1 is a top level block diagram which
`illustrates an environment in which an automated travel
`management information system can operate, in accordance
`with a preferred embodiment of the present invention;
`FIGURE 2 is a simplified diagram of a computer-based
`system that can be used to implement the automated travel
`management information system shown in FIGURE 1;
`FIGURE 3 is a simplified top level block diagram
`which illustrates a plurality of manual and automated
`functions that can be performed at the travel agency
`shown in FIGURE 1, in accordance with the preferred
`embodiment of the present invention;
`FIGURES 4-16 are exemplary flowcharts of software
`routines for the business entity reservations function or
`component shown in FIGURE 3;
`FIGURES 17-19 are exemplary flowcharts of software
`routines for the global distribution function or
`component shown in FIGURE 3;
`FIGURES 20-21 are exemplary flowcharts of software
`routines for the special services function or component
`shown in FIGURE 3; and
`FIGURE 22 is a flow diagram that illustrates a
`method of operating an automated travel management
`information system, in accordance with a preferred
`embodiment of the present invention.
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`WO 97/27556 (cid:9)
`
`PCT/U597/00765
`
`6
`
`DETAILED DESCRIPTION OF THE INVENTION
`The preferred embodiment of the present invention
`and its advantages are best understood by referring to
`FIGURES 1-22 of the drawings, like numerals being used
`for like and corresponding parts of the various drawings.
`FIGURE 1 is a top level block diagram that
`illustrates an environment in which an automated travel
`management information system can function and operate,
`in accordance with a preferred embodiment of the present
`invention. Referring to FIGURE 1, an automated travel
`management information system (hereinafter, referred to
`as the "system") 10 is shown. System 10 is preferably
`used to provide customer travel services, by one or more
`travel agents employed by agency 12.
`A plurality of computer reservation systems 14 can
`be linked electronically with agency 12 via a
`communications processor 15. In the preferred
`embodiment,.the communications processor 15 is preferably
`a communications processor and file server data storage
`interface referred to herein as a travel information
`analysis (TIA) subsystem. As described above, each
`computer reservation system 14 may be one or more
`commercially available computer reservation systems, such
`as, for example, the SABRE, Worldspan®, Apollo®, or
`System One® systems. Computer reservation systems 14
`provide travel service inventory information, such as
`airline flight, rail, hotel, limousine, and rental
`automobile availability and rates. TIA subsystem 15
`functions as a communications interface and temporary
`data storage medium, between each of computer reservation
`systems 14 and system 10. Preferably, the inventory
`information provided by computer reservation systems 14
`is ultimately received for processing by system 10.
`Generally, system 10 preferably functions to
`centralize the travel service information received from
`each of computer reservation systems 14. Consequently,
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`7
`
`although each computer reservation system formats its
`travel service information and command structures
`differently, system 10 functions to integrate the
`different information and commands into one format for
`use by all travel agents.
`One or more travel agency customers 16 can
`communicate with one or more travel agents via any one of
`a number of communications subsystems 17. Each
`communications subsystem 17 preferably functions to
`provide two-way communications between a customer and an
`agent. For example, one such communications subsystem
`may be a telephone system, a second such subsystem may be
`a facsimile machine, and a third such subsystem may be a
`computer-driven system providing E-mail communications.
`Travel service request information from a customer is
`preferably input as data to system 10, by an agent.
`In the preferred embodiment, system 10 includes a
`relational database, which resides in a data storage
`medium (to be described in detail below). A business
`entity profile data structures 18 and/or an individual
`entity profile data structures 20 is included in the
`relational database in system 10, for each individual and
`business travel customer of the agency. Each such
`profile preferably contains, at a minimum, that
`customer's respective personal and travel preference
`information. For example, a customer's business entity
`profile 18 can contain that business' name and address,
`the travel coordinator's name, travel expenditure
`restrictions, vendor preferences, and negotiated discount
`rate information. An individual entity profile 20
`preferably contains, at a minimum, an individual
`customer's personal information and travel preferences,
`such as, for example, the customer's name and address,
`employer, seating preference, smoking or non-smoking
`preference, a list of preferred vendors (e.g., airlines),
`etc.
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`8
`
`System 10 maintains the business and individual
`entity profile information, along with all available
`customer reservation information, in the relational
`database. System 10 processes this information and,
`where necessary, converts the information to a
`standardized format. Consequently, via system 10, a
`customer's profile and the customer reservation
`information are made available to an agent, all at the
`same time the travel arrangements are being made.
`Consequently, the agent's productivity is increased,
`because the agent is not required to access more than one
`computer reservation system. Additionally, when making
`the travel arrangements, the agent can take the
`customer's preferences into account, which is beneficial
`for the customer, the agency, and their relationship.
`FIGURE 2 is a simplified diagram of an exemplary
`computer-based system 21 that can be used to implement
`the automated travel management information system shown
`in FIGURE 1. Referring to the embodiment shown in FIGURE
`2, the computer-based system 21 can include a process
`server 22, a data storage device 24, a mainframe computer
`26, a local file server 28, and a plurality of
`workstations or desktop computers 30.
`Process server 22 preferably functions to process
`travel-related data and command information. A Sun
`Solaris 2.3 system has been successfully utilized as
`process server 22. Data storage device 24 can be a mass
`storage subsystem of tapes and/or disk drives, which is
`electrically coupled to process server 22. In the
`preferred embodiment, a relational database resides in
`data storage device 24. Consequently, process server 22
`may retrieve, process and store the information in the
`relational database residing in data storage device 24.
`The mainframe computer 26 may be linked
`electronically to process server 24 through a local or
`wide area network (LAN/WAN), for automated uploading and
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`9
`
`downloading of information therebetween. Any general
`purpose or medium sized computer, which includes a
`central processing unit (CPU) and suitable RAM, ROM and
`I/O circuitry, can be utilized for mainframe 26.
`Local file server 28 may be linked electronically to
`process server 22 by the same or a different local or
`wide area network, or by telecommunication lines through
`a modem (not explicitly shown). Additionally, as shown
`(for illustrative purposes only) in FIGURE 2, process
`server 22 can be linked by a "gateway" interface
`communications processor to local file server 28. Local
`file server 28 is preferably connected to a plurality of
`workstations or desktop computers 30. A user of system
`10, such as a travel agent or a system user, may input
`and receive travel- and customer-related information, and
`system information, respectively, through any of the
`workstations 30. Preferably, each workstation 30 is a
`desktop computer having at least a 486 processor or an
`operational equivalent. Systems programming for the
`automated travel services management information system
`may be performed using a high level programming language,
`such as C".
`The business entity profile information (18) and
`individual profile information (20), for each of the
`agency's customers, is preferably stored in the
`relational database residing in data storage device 24.
`Process server 22, mainframe computer 26, local file
`server 28, and workstations 30 are preferably linked
`together. Consequently, each of these devices can
`directly access (e.g., store and retrieve) the business
`and individual profile information, if necessary.
`Computer-based system 21 is electronically linked to
`the computer reservation systems 14 preferably via TIA
`subsystem 15 (FIGURE 1). Consequently, system 10 can
`receive, store (e.g., in the relational database),
`process, and display (e.g., via workstation 30) all
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`10
`
`available customer reservation service information. In
`another aspect of the invention, computer-based system 21
`can also be linked electronically to each of customers 16
`via a respective digital communications link (17) so that
`each customer's travel request can be processed
`automatically by system 10, as opposed to having the
`customer interact with system 10 through an agent.
`FIGURE 3 is a simplified top level block diagram
`which illustrates a plurality of manual and automated
`functions that can be performed at the travel agency
`shown in FIGURE 1, in accordance with the preferred
`embodiment of the present invention. Referring to FIGURE
`3, the functions described with respect to FIGURE 1 can
`be separated into a plurality of manual, software, and
`hardware components: an administration component 32, a
`management component 34, a vendor relations component 36,
`an airline reporting company (ARC) processing component
`38, an implementation component 40, a management
`information system (MIS) component 42, a technology
`support component 44, a business entity reservations
`component 46, a global distribution component 48, and a
`special services component 50.
`In the preferred embodiment of the present
`invention, system 10 functions primarily to process
`software functions associated with the business entity
`reservations component 46, global distribution component
`48, and special services component 50. The
`administration component 32, management component 34,
`vendor relations component 36, ARC processing component
`38, implementation component 40, MIS component 42, and
`technology support component 44 are primarily manual or
`software-assisted functions, or functions performed by
`mechanical or electronic systems other than by system 10.
`These other systems are described herein to illustrate an
`agency's operational environment and provide a clear
`understanding of the present invention.
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`11
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`Specifically, the administration component 32
`includes such functions as secretarial support, local
`area network (LAN) administration, telephone support,
`managing the facilities of travel agency 12, and
`purchasing appropriate supplies for the agency.
`The management component 34 includes such functions
`as managing the agency's finances, providing a budget,
`and managing the agency's human resources.
`The vendor relations component 36 includes such
`functions as developing relationships with various travel
`services vendors, such as airlines and hotels. Vendor
`relations component 36 also includes the function of
`managing vendor agreements, such as negotiating
`agreements and ensuring that the agreements are enforced.
`The ARC processing component 38 includes the
`function of interfacing between the agency and airline
`reporting companies. These ARCs oversee such functions
`as airline payments of agency commissions, and
`collections of fees from the agencies on behalf of
`airlines.
`The implementation component 40 includes such
`functions as managing and coordinating the inclusion of
`existing and new customers into a reservation center
`database, such as, for example, the Global Travel
`Services Center (GTSC) database. Travel agencies can
`contract out certain tasks to a reservation center,
`rather than performing the task in-house.
`The MIS component 42 includes such functions as
`maintaining a management information system, which, for
`example, can generate a report on the amounts each
`customer has spent on travel services during a
`predetermined period of time.
`The technology support component 44 includes such
`functions as working directly with customers to develop
`and understand new technologies.
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`Apple, Exhibit 1049, Page 13
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`System 10 processes the software routines of the
`business entity reservations component 46, global
`distribution component 48, and special services component
`50. These components are preferably implemented as
`computer-driven software routines that assist an agent in
`making decisions on travel arrangements, in response to a
`customer's request.
`Generally, in accordance with the embodiment shown
`in FIGURE 3, the business entity reservations component
`46 preferably includes a plurality of subcomponents or
`software subroutines, such as a domestic reservations
`component 56, an international reservations component 58,
`and a support component 60.
`The domestic and international reservations
`components (56 and 58) include such functions as
`arranging travel reservations in response to a customer's
`request, changing the reservations in response to the
`customer's request, and canceling the reservations, if an
`agent is requested to do so.
`The support component 60 includes such functions as
`performing quality assurance (QA) for travel services,
`updating customer information in the business entity and
`individual profiles, and providing the services of an in-
`house service representative.
`The global distribution component 48 manages a
`subsystem, which an agency can use to distribute travel-
`related documents, such as airline tickets and written
`hotel reservations. The global distribution component 48
`preferably includes a ticketing component 62 and a
`packaging/delivery component 64. The ticketing component
`62 functions to cause a ticket to be printed for travel
`services, on appropriate paper stock. The
`packaging/delivery component 64 includes the manual
`functions of packaging the tickets and delivering them to
`customers. The global distribution component 48 also
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`Apple, Exhibit 1049, Page 14
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`functions to oversee the disposition of tickets that have
`been returned by customers.
`The special services component 50 preferably
`includes a customer service component 66, a group &
`meetings component 68, an international rate desk (IRD)
`component 70, a travel-24 component 72, and a VIP
`component 74. The customer service component 66
`functions to question agency customers as to their
`satisfaction with the agencies' services. The group and
`meetings component 68 includes the function of arranging
`meeting and presentation facilities for customers on
`travel. The IRD component 70 functions to determine and
`verify rates for travel services in other countries. The
`travel-24 component 72 functions to provide the agency's
`customers with twenty-four hour travel services, such as
`making and canceling reservations after normal business
`hours.
`FIGURES 4-16 are exemplary flowcharts of software-
`driven functions that can be performed for a travel
`agency, in conjunction with an agent, by the business
`entity reservations component 46 shown in FIGURE 3.
`Specifically, FIGURES 4-11 illustrate exemplary methods
`that can be performed by the domestic reservations
`component 56. FIGURES 12-16 illustrate exemplary methods
`that can be performed by the support component 60.
`FIGURE 4 is an exemplary flowchart for the domestic
`reservations software-assisted routine 56, which is shown
`in FIGURE 3. The domestic reservations routine
`preferably makes travel services originating in, or
`located exclusively within, the national boundaries of
`the country in which the agency is located.
`Referring to FIGURE 4, system 10 initiates the
`domestic reservations routine 56 at block 78. At block
`80, a travel request from a customer is received (via a
`communications subsystem 17 in FIGURE 1) by an agency,
`and, under the control of a receive/route request
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`software-assisted routine 80 (described in detail below
`with respect to FIGURE 5), system 10 routes the travel
`request to an agent for processing. At block 82, the
`agent begins processing the request with the assistance
`of system 10. Preferably, an agent communicates with
`system 10 via a workstation 30. For example, an agent
`can input system commands and travel information by
`pressing appropriate keys (typing) on a workstation
`keyboard, or "clicking" on an option in a Windows-type
`display. In return, the workstation can display travel
`information, which is provided by system 10 for use by
`the agent in making travel arrangements.
`Specifically, under the control of a travel request
`processing software-assisted routine 82 (described in
`detail below with respect to FIGURE 6), system 10
`displays for the agent (preferably via a workstation 30)
`the requesting customer's business and/or individual
`profile information, along with all customer reservation
`service information the agent may need to complete the
`desired travel arrangements. Subsequently, after
`completing the travel arrangements (typically with the
`customer's concurrence), the agent inputs appropriate
`commands via the workstation, and system 10 stores the
`travel arrangement information in the relational database
`in storage device 24. The agent then terminates
`communications with the customer.
`At block 84, system 10 initiates a software-assisted
`routine 84 (described in detail below with respect to
`FIGURE 10) that prompts an agent (preferably via a
`display on workstation 30) to perform certain follow-up
`tasks related to the initially completed travel
`arrangements. At block 86, system 10 determines whether
`or not the completion of the customer's initial travel
`arrangements should require the assistance or services of
`a travel services vendor (e.g., airline, etc.). For
`example, in order to save time, an agent may desire to
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`Apple, Exhibit 1049, Page 16
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`complete tentative travel arrangements with the customer
`on the phone, and firm up the arrangements subsequently
`with the travel vendor(s). If such inside services are
`required, at block 88, system 10 initiates an inside
`services software-assisted routine 88 (described below
`with respect to FIGURE 13) that prompts an agent to
`contact the vendor(s) and thereby consummate the travel
`arrangements.
`Otherwise, at block 90, system 10 initiates an
`automated quality assurance (QA) software routine, which
`checks certain aspects of the travel arrangements made.
`A commercially available QA software routine may be used,
`such as the AQUA QA software routine. For example, the
`QA software routine can search all available computer
`reservation systems for lower rates than those that were
`booked by the agent. If the QA software identifies such
`an "error," the software prompts system 10 to generate a
`"flag" which indicates that some corrective action should
`be taken.
`At block 92, system 10 determines whether or not an
`"error" identified by the QA software should be corrected.
`If so, at block 94, system 10 prompts an agent (via a
`workstation display) to make the correction (e.g., book
`the service at the lower rate). If, however, at block
`92, no such "error" is identified, then system 10
`determines whether or not any so-called "mid-office
`functions" should be performed. If so, at block 96,
`system 10 performs (or can prompt an agent to perform)
`certain quality assurance functions, such as, for
`example, periodically searching for a lower rate from
`vendors, up until the time a ticket for the service is
`printed. Otherwise, the domestic reservations software
`routine is terminated.
`FIGURE 5 is an exemplary flowchart for a
`receive/route travel request software-assisted routine
`80, which can be used by an agency to