Travel: Unused Tickets · 2020-07-07 · Unused Tickets in the Travel Administration section of the...

Travel: Unused Tickets

Travel Service Guide

Last Revised: July 7 2020

Applies to Concur Travel:

Professional/Premium edition TMC Partners Direct Customers

Standard edition TMC Partners Direct Customers

Travel: Unused Tickets Travel Service Guide i Last Revised: July 7 2020

© 2004 - 2020 SAP Concur All rights reserved.

Contents

Unused Tickets .............................................................................................................1

Section 1: IMPORTANT – About this Guide ...................................................................1

Section 2: Overview......................................................................................................1

Benefits ................................................................................................................ 2

Southwest Direct Connect........................................................................................ 2

Reseller Travel Agency Partners ............................................................................... 3

Section 3: What the User Sees ......................................................................................3

Concur Travel Profile ............................................................................................... 3

SAP Concur Solutions Home Page ............................................................................. 3

Shop by Price and Flex Faring .................................................................................. 4

Section 4: Configuration for Professional Travel ...........................................................5

Company Admin > Unused Tickets ........................................................................... 5

View a List of Unused Tickets ................................................................................... 6

Edit Unused Ticket Information ................................................................................ 6

Delete Unused Ticket Information ............................................................................. 7

Upload Unused Tickets ............................................................................................ 7

Travel System Admin > User Imports ....................................................................... 9

Section 5: Configuration for Standard Travel ................................................................9

View a List of Unused Tickets ................................................................................. 10

Edit Unused Ticket Information .............................................................................. 10

Delete Unused Ticket Information ........................................................................... 11

Upload Unused Tickets .......................................................................................... 11

Section 6: Fulfillment Travel Agency Process for Unused Tickets ............................... 13

How the Unused Ticket is Managed by the Fulfillment TMC......................................... 13

PNR Finishing ....................................................................................................... 14

ii Travel: Unused Tickets Travel Service Guide Last Revised: July 7 2020


Revision History Date Revision Notes/Comments

July 7, 2020 Updated Overview, What the User Sees, Configuration for Professional Travel,

and Fulfillment Travel Agency Process sections

February 14, 2020 Updated the copyright; no other changes; cover date not updated

June 20, 2019 Removed "Concur" from the cover; no other changes; cover date not updated

March 10, 2019 Updated the copyright; no other changes; cover date not updated

January 3, 2018 Updated the copyright; no other changes; cover date not updated

June 20, 2016 Updated screen shots to reflect UI enhancements

September 4, 2015 General updates; initial publication in the new format

Travel: Unused Tickets Travel Service Guide 1 Last Revised: July 7 2020


Unused Tickets

Section 1: IMPORTANT – About this Guide

Be aware of the following:

• Infinite variables: Certain scenarios have an infinite number of variables or

extremely unusual circumstances, like rare cancellation or refund situations. So, not all scenarios can be presented in this guide. Also, certain processes may be influenced by third- or fourth-party providers. In some cases, you must contact the provider directly.

• User interface, fees, rates, schedules: When other providers change their

user interface (for example, web site) or their fees/rates/schedules, they are under no obligation to make SAP aware of those changes. If a screen sample in this guide is outdated because of a change made by a provider, we will

update that screen sample when we become aware of the change and at our earliest convenience.

• Permissions: A company's admin may or may not have the correct

permissions to manage the feature described in this guide. If an admin needs to manage this feature and does not have the proper permissions, they should contact the company's SAP Concur administrator.

Also, the admin should be aware that some of the tasks described in this

guide cannot be completed by the company. In this case, the client must contact their TMC (if a TMC provides their support) or SAP (if SAP provides their support).

Section 2: Overview

This feature incorporates unused ticket management into the Concur Travel profile and the GDS booking process. In the airline industry, the term "unused ticket" refers to a nonrefundable ticket that is not used, usually because of a change of plans by the traveler. An unused ticket cannot be returned for cash or credit, but may be changeable for a fee.

NOTE: Not all non-refundable tickets can be applied to a new trip. It is very important to read the fare rules on the ticket before purchase to determine its unused value.

There are several ways to bring unused tickets into Concur Travel:

• Company Admin/Unused Tickets: Load data using a standard .csv

template. This loads the data real time so it is only suitable for small files. There is no GDS sync trigger with this method. SAP recommends running follow-up batch sync to the GDS using the Import Data tool.

This method is described in this guide.

2 Travel: Unused Tickets Travel Service Guide Last Revised: July 7 2020


• Import Data tool: Load data using a standard import template. This upload

runs nightly. There is no GDS sync trigger with this method. SAP recommends running follow-up batch sync to the GDS using the Import Data tool.

This method is described in this guide.

• XML profile sync: Load/Remove unused tickets using standard Concur

Travel XML profile sync.

Refer to the XML Based Profile Synchronization Travel Service Guide available on the SAP Concur support portal or in Travel Administration online help.

• GDS profile sync: Read in unused ticket data from GDS profiles. Like any

other profile sync, the data must be on specified lines in a consistent format. You should activate the Sync prior to air search check box in the company configuration if you use GDS > Concur Travel profile sync. We can also sync data Concur Travel > GDS.

NOTE: The format in the GDS Profile must match the profile template exactly in order for this to work. This is the most complicated option and the least recommended. This should be limited to those fulfillment travel

agencies who have advanced Concur Travel administration abilities.

• If Divisional View is enabled, only users and administrators with Global View permissions can manage the unused tickets. SAP recommends that each

company have an administrator with Global View permissions.

Refer to the Divisional View Travel Service Guide available on the SAP Concur support portal or in Travel Administration online help.

Benefits

Given that ticketing often now occurs on numerous systems and given that many changes are made by fulfillment travel agencies on behalf of corporate travelers, a central table is needed to collect all potential unused tickets and present them when applicable during the booking process to reduce spoilage. These unused tickets have

value and companies want to ensure that the user/arranger is aware of them at the time of booking so they can be utilized, preventing the company from spending money unnecessarily.

Southwest Direct Connect

Customers who have the Southwest Direct Connect enabled should review the Southwest Direct Connect TSG. When Southwest reservations via the direct connect

are cancelled in Concur Travel, they are placed in a separate database and show in a separate section in the user's profile. In addition, users/arrangers can apply an unused ticket toward a new booking in Concur Travel, via the Southwest Direct Connect.



Refer to the Southwest Direct Connect Travel Service Guide available on the SAP Concur support portal or in Travel Administration online help.

Reseller Travel Agency Partners

There are additional options available to you via an FTP process for managing unused tickets across your entire customer base.

For details on how to enable, refer to the Unused Ticket FTP Fact Sheet available on the SAP Concur support portal or in Travel Administration online help.

Section 3: What the User Sees

Concur Travel Profile

Once unused tickets have been loaded, users/arrangers will be able to see tickets in the user's profile:

SAP Concur Solutions Home Page

Users/Arrangers will also see a message under Alerts upon login.



Shop by Price and Flex Faring

The samples shown here are for Shop by Price. Flex faring is similar.

Users/Arrangers will see the flight matrix updated to include a new row indicating the airline with which they have an unused ticket.

If the user/arranger clicks Show details for the applicable airline's flight option(s), they will see that an unused ticket exists.

Additional detail appears if the user/arranger clicks the Unused tickets available link.



NOTE: Unused Tickets cannot be viewed via the mobile app. Please refer to the SAP Concur Mobile App – Feature List by Device sheet available on the SAP Concur support portal.

Section 4: Configuration for Professional Travel

Company Admin > Unused Tickets

The admin can access unused tickets in Company Administration. The admin clicks Administration > Company > Company Administration, and then clicks Unused Tickets in the Travel Administration section of the left menu.

With the Unused Tickets and Import/Export tabs on this page, the admin can:

• View a site-wide list of unused tickets, with the ability to remove selected records

• Make changes to an unused ticket, including Login ID, Carrier Code, Ticket Number, Purchase Date, Expiration Date, Record Locator, Total Fare, Taxes, Fees, Currency Code, and Notes

• Upload a .csv spreadsheet template



View a List of Unused Tickets

To view the list of unused tickets, the admin clicks the Unused Tickets tab.

NOTE: If the user has expired tickets in their profile, it will cause an error when attempting to search for travel. The unused ticket(s) must be removed from the profile before attempting to book travel.

NOTE: As an administrator you can view the unused tickets from the Unused Tickets tab and sort the unused tickets; but if there are more than 493 tickets listed, sorting is unavailable. Instead, run the Unused Tickets

Report so you can use the sort capability, regardless of how many tickets are listed.

Edit Unused Ticket Information

To edit an unused ticket, the admin clicks the ticket number.

The ticket information appears. The admin makes the desired changes and clicks Save.



Delete Unused Ticket Information

To delete an unused ticket, the admin checks the box to the right of the ticket they

want to remove and clicks the Delete Selected button.

The admin will be asked once more before the delete occurs.

Upload Unused Tickets

To upload unused tickets to Concur Travel, the admin clicks the Import/Export tab.



The admin clicks Sample CSV file in the lower-right corner and saves locally.

The admin completes the spreadsheet.

NOTE: These fields are required: Login ID, TranPlatingAlph, TranPlatingNbr, TranControlNbr

To upload, the admin clicks Browse and locates the local file.

If the admin wants the imported data to overwrite existing records, the admin selects (enables) the Force Overwrite of the Existing Ticket Records check box.

NOTE: If the admin selects the check box, then we will overwrite ANY existing unused tickets and only import the ones noted on the spreadsheet. This will replace all existing unused tickets.

The admin clicks Process File to complete the upload. Once completed, a message will appear advising if successful. If not, it will call out the error.



– or –

Travel System Admin > User Imports

Our fulfillment travel agency partners can access unused tickets in Travel System Administration. The admin clicks Administration > Travel > Travel System Administration, and then clicks Import Data in the Company-Specific Configuration section of the left menu.

For details on how to import unused tickets and schedule a batch sync, refer to the Import Data Travel Service Guide available on the SAP Concur support portal or in Travel Administration online help.

Section 5: Configuration for Standard Travel

In the Travel Setup Wizard, the admin clicks the Unused Tickets setup step.



With the Unused Tickets and Import/Export tabs on this page, the admin can:

• View a site-wide list of unused tickets, with the ability to remove selected

records

• Make changes to an unused ticket, including Login ID, Carrier Code, Ticket

Number, Purchase Date, Expiration Date, Record Locator, Total Fare, Taxes, Fees, Currency Code, and Notes

• Upload a .csv spreadsheet template

View a List of Unused Tickets

To view the list of unused tickets, the admin clicks the Unused Tickets tab.

Edit Unused Ticket Information

To edit an unused ticket, the admin clicks the ticket number.

The ticket information appears. The admin makes the desired changes and clicks Save.



Delete Unused Ticket Information

To delete an unused ticket, the admin checks the box to the right of the ticket they want to remove and clicks the Delete Selected button.

The admin will be asked once more before the delete occurs.

Upload Unused Tickets

To upload unused tickets to Concur Travel, the admin clicks the Import/Export tab.



The admin clicks Sample CSV file in the lower-left corner and saves locally.

The admin completes the spreadsheet.

NOTE: These fields are required: Login ID, TranPlatingAlph, TranPlatingNbr, TranControlNbr

To upload, the admin clicks Browse and locates the local file.

If the admin wants the imported data to overwrite existing records, the admin

selects (enables) the Force Overwrite of the Existing Ticket Records check box.

NOTE: If the admin selects the check box, then we will overwrite ANY existing unused tickets and only import the ones noted on the spreadsheet. This will

replace all existing unused tickets.

The admin clicks Process File to complete the upload. Once completed, a message will appear advising if successful. If not, it will call out the error.



– or –

Section 6: Fulfillment Travel Agency Process for Unused Tickets

How the Unused Ticket is Managed by the Fulfillment TMC

Unused ticket data for a given trip is sent to the TMC in one of three ways:

• Concur Travel adds a historical remark for each unused ticket to the reservation. In the event of an issue, these remarks allow the fulfillment TMC to determine whether custom finishing remarks are the cause of the issue. This ensures that the data is present, regardless of which method the TMC

uses.

"FIRSTSEG"-is supposed to be followed by the date of the flight on the first segment in the ticket (data value FirstTravelDate) assuming that data

has been provided to Concur Travel.

Sabre example:

64.H-CB/ETK/CO*0059898123321*1000.29USD*BUY-01NOV06*FIRSTSEG-†

65.H-CB/ETK/UA*0167676987789*299.15USD*BUY-01DEC06*FIRSTSEG-†



• Concur Travel can be configured to write the unused ticket data to the GDS

profile and when the user/arranger creates a booking, that GDS profile is moved into the reservation.

• Concur Travel can be configured to write the unused ticket data to the

reservation through File Finishing when there is no GDS profile.

When the user/arranger completes a booking, Concur Travel queues the reservation to the agency-designated ticketing queue.

The fulfillment travel agency reviews the reservation prior to ticketing to determine if an unused ticket is available and appropriate for the reservation.

NOTE: Concur Travel does not perform the application of an unused ticket credit towards a new reservation. This is managed solely by the fulfillment travel agency and is by design.

PNR Finishing

As noted above, Concur Travel will add standard historical remarks to the PNR when

unused ticket data is present in the user's Concur Travel profile. In addition:

• Unused ticket data can be written to custom finishing like other data.

• Unused ticket data is available as custom finishing elements in the

/PNRFinishData/UnusedTicketData/UnusedTicket folder(s).

• Use the ForEach feature in the PNR Finishing Template to write the whole array of unused tickets for the traveler.

• When you set up the profile template line to write an unused ticket, the SOM

(<) key is not permitted.

Travel: Unused Tickets · 2020-07-07 · Unused Tickets in the Travel Administration section of the...

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