Course Information
SemesterCourse Unit CodeCourse Unit TitleT+P+LCreditNumber of ECTS CreditsLast Updated Date
4SHI002Aviation Reservations and Ticket Sales2+0+02309.10.2026
Course Details
Language of Instruction Turkish
Level of Course Unit Associate Degree
Department / Program Civil Aviatıon Management
Type of Program Formal Education
Type of Course Unit Elective
Course Delivery Method Face To Face
Objectives of the Course The aim of this course is to equip students with the fundamental rules, methods, and global standards regarding ticketing, reservation systems, and passenger service processes in the aviation industry. The course seeks to train competent professionals capable of effectively using Global Distribution Systems (GDS), analyzing fare rules and tariff structures, and flawlessly managing processes related to ticket sales, refunds, exchanges, and passenger reservations.
Course Content Fundamental concepts of ticketing and reservation processes in aviation; ticketing rules and standards of international civil aviation organizations (IATA, ICAO); airline codes and geographical area definitions; the operational logic of Global Distribution Systems (GDS); steps for creating and modifying Passenger Name Records (PNR); flight classes, base fares, taxes, and fare rules; electronic ticketing procedures; reservation changes, re-ticketing (reissue/revalidation), and cancellation and refund processes; reservation procedures for passengers with special needs (PRM, unaccompanied minors, etc.); and customer relationship management in ticket sales.
Course Methods and Techniques Lecture (direct instruction), question-and-answer, discussion, and practice techniques are used.
Prerequisites and co-requisities None
Course Coordinator None
Name of Lecturers Instructor Ayşegül ASLAN
Assistants None
Work Placement(s) No

Recommended or Required Reading
Resources Cook, G. N. and Billig, B. G., Airline Operations and Management: A Management Textbook, Routledge, 2023 Wensveen, J. G.,
Air Transportation: A Management Perspective, Routledge, 2021 Kozak, N. ve diğerleri,
Sabre GDS Training Manual: Reservations and Basic Ticketing, Sabre Corporation, 2023
Documents Cook, G. N. and Billig, B. G., Airline Operations and Management: A Management Textbook, Routledge, 2023 Wensveen, J. G.,


Planned Learning Activities and Teaching Methods
Activities are given in detail in the section of "Assessment Methods and Criteria" and "Workload Calculation"

Assessment Methods and Criteria
In-Term Studies Quantity Percentage
Mid-terms 1 % 40
Final examination 1 % 60
Total
2
% 100

 
ECTS Allocated Based on Student Workload
Activities Quantity Duration Total Work Load
Course Duration 14 2 28
Presentation 2 10 20
Mid-terms 1 10 10
Final examination 1 10 10
Total Work Load   Number of ECTS Credits 2,5 68

 
Course Learning Outcomes: Upon the successful completion of this course, students will be able to:
NoLearning Outcomes
1 Explains the fundamental concepts of ticketing and reservation processes in aviation, as well as international regulations.
2 Defines the operating principles of Global Distribution Systems (GDS) and Computerized Reservation Systems (CRS).
3 Accurately uses international aviation codes, city/airport codes, and geographical regions in ticketing processes.
4 Creates, updates, and manages a standard and error-free Passenger Name Record (PNR).
5 Analyzes different service classes, fare tiers, and restrictive ticket rules.
6 Handles electronic ticket (e-ticket) issuance and invoicing procedures.
7 Carries out ticket cancellations, modifications (reissue/revalidation), and refunds in accordance with the rules.

 
Weekly Detailed Course Contents
WeekTopicsStudy MaterialsMaterials
1 Introduction to airline reservations and ticketing, basic concepts
2 Civil aviation organizations (IATA, ICAO), international rules, and traffic conference areas
3 Airport, airline, country, and currency codes (IATA coding systems)
4 Overview of Computerized Reservation Systems (CRS) and Global Distribution Systems (GDS)
5 Passenger Name Record (PNR) structure and mandatory key elements
6 Steps for flight inquiry, availability check, and booking on the GDS
7 PNR creation, special requests (SSR/OSI), and contact information entry
8 EXAM WEEK
9 Airline fare structures, fare classes, and rule codes
10 Electronic ticketing (e-ticketing) processes, tax and fee calculations
11 Ticket cancellations, refund processes, and ticket changes (reissue/revalidation)
12 Special passenger types (PRM, UMNR, etc.), baggage rules, and the sale of ancillary services
13 Group reservations, block sales, and contracted corporate ticketing
14 Error management, case analyses, and general assessment in ticketing and reservations
15 General Review

 
Contribution of Learning Outcomes to Programme Outcomes
C1
C2
C3
C4
C5
C6
C7

  Contribution: 1: Very Slight 2:Slight 3:Moderate 4:Significant 5:Very Significant