Travel: Trip Cancel and Voids Travel Service Guide

Travel: Trip Cancel and Voids
Travel Service Guide
Last Revised: June 22, 2022
Applies to Concur Travel:  Professional/Premium edition  TMC Partners  Direct Customers  Standard edition  TMC Partners  Direct Customers

Contents
Trip Cancel and Voids ...................................................................................................1 Section 1: IMPORTANT – About this Guide ...................................................................1
Section 2: Overview......................................................................................................1 Professional Edition vs Standard Edition ....................................................................1 What Is and Is NOT in This Guide .............................................................................1 Trip Cancel Settings ............................................................................................1 Trip Cancel Settings DO NOT Apply .......................................................................2 Fees and Charges ...............................................................................................3
Section 3: Void, Cancel, and Refunds............................................................................3
Common Reasons for Cancellations to Not Appear in Concur Travel ..............................4 Active GDS bookings cancelled offline....................................................................4 Trip Cancellation in Concur Travel .........................................................................4 Passive segments cancelled offline ........................................................................4 TripIt ................................................................................................................5 Request ............................................................................................................. 5
Section 4: What the User Sees......................................................................................5 If Cancel Request is Within the Void Window..............................................................6
If Cancel Request is NOT Within the Void Window.......................................................7 If Concur Travel Cannot Cancel Any Part of the Reservation.........................................8
Section 5: Trip Cancel Configuration Options................................................................8 How It Works – Cancel............................................................................................8 How it Works – Void ............................................................................................. 11
Section 6: Configuration – Trip Cancel........................................................................11 Professional and Standard Travel............................................................................ 11 Enable Trip Cancel ............................................................................................ 11 Required: Refund Request Queue ....................................................................... 12
Section 7: Configuration – Voids.................................................................................13
Part 1: Professional Edition – Configuration in Concur Travel...................................... 13 Part 2: Standard Edition – Configuration in Concur Travel.......................................... 13 Part 3: Professional and Standard Editions – Voided Ticket Queue .............................. 13
Section 8: FAQ ............................................................................................................14 Questions – Cancel ............................................................................................... 14
Questions – Voids................................................................................................. 15

Travel: Trip Cancel and Voids Travel Service Guide

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Last Revised: June 22, 2022

© 2004 - 2022 SAP Concur All rights reserved.

Revision History
Date

Revision Notes/Comments

June 22, 2022

Added Common Reasons for Cancellations to Not Appear in Concur Travel section

January 14, 2022

Updated the copyright year; no other changes; cover date not updated

June 28, 2021

Removed reference to Park N Fly

April 14, 2021

Updated the copyright year; no other changes; cover date not updated

October 19, 2020

Added note to table in How It Works – Cancel section

February 14, 2020

Updated the copyright; no other changes; cover date not updated

December 13, 2019

Removed references to Air Canada Direct Connect

October 9, 2019

Removed queuing behavior notes from Trip Cancel Configuration Options section

October 8, 2019

Updated Trip Cancel Settings and Trip Cancel Configuration Options sections

September 25, 2019

Removed an FAQ about Amadeus

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

May 30, 2018

Added: • Notes about queuing behavior under review • Voids are not available with Apollo

January 2, 2018

Updated the copyright; no other changes; cover date not updated

September 9, 2016

Added a note that voids are not available with Galileo

September 2, 2016

General updates throughout

June 26, 2016

Combined these two TSGs into the new format: • Trip Cancel • Voids

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Travel: Trip Cancel and Voids Travel Service Guide

Last Revised: June 22, 2022

© 2004 - 2022 SAP Concur All rights reserved.

Trip Cancel and Voids
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 Concur 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 Concur (if SAP Concur provides their support).
Section 2: Overview
Professional Edition vs Standard Edition
Professional and Standard Travel are identical except for one configuration step, as described in the configuration section of this guide.
What Is and Is NOT in This Guide
Trip Cancel Settings
This guide discusses the Trip Cancel feature, which is based on the Trip Cancel Settings section in Travel System Admin. This guide discusses how the settings are configured and how they work.

Travel: Trip Cancel and Voids Travel Service Guide

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Last Revised: June 22, 2022

© 2004 - 2022 SAP Concur All rights reserved.

For the most part, these settings apply to:
• Ticketed trips – and –
• Trips with passive content
NOTE: When non-GDS content (air, car, or hotel) is reserved in Concur Travel, Concur can write a passive segment to the GDS PNR (depending on setup) to ensure that a customer’s agency fulfillment partner has the details of that content in the GDS, which is where they manage traveler servicing. For passive segments, Concur Travel is unable to go to the original source to cancel the reservation, where the integration with the 3rd party system does not support autocancellation.

Trip Cancel Settings DO NOT Apply
The trip cancel settings do not apply to every cancellation scenario in Concur Travel. For example, the settings do not apply to:
• Trips that are not yet ticketed and do not include passive content.
• Non-GDS hotels booked by Concur Travel that have not been sent to the agency for fulfillment.
• For Southwest (WN) Direct Connect, up to 24 hours after the reservations have been booked. Once the 24-hour window has passed, these carriers are treated as passive content and must be cancelled by the agency if Do Not Allow Traveler to Cancel (discussed in the configuration section in this guide) is set in the agency configuration for the passive content option.
• Hotel Connectors (all hotel direct connects support online cancellation)
• Alt-GDS Sabre Southwest bookings that have not yet been ticketed in Sabre
• Non-GDS Rail:
 Deutsche Bahn: Concur Travel does not support automated cancellation on BIBE.
 Evolvi: Concur Travel does not support cancellation on Evolvi.
 Trainline: Concur Travel does not support cancellation on Trainline.
 Via Rail: Concur Travel does not support cancellation on Via Rail.
 SNCF: Trip can be cancelled until the last date to ticket provided by SNCF or until the ticket is fulfilled.
 Amtrak: Trip can be cancelled within 48 hours without a cancelation fee; after that, the cancellation policy applies.
! IMPORTANT: For rail, these conditions may have changed. Refer to
the appropriate travel service guide for more information. The travel service guides are available on the SAP Concur support portal or in Travel Administration online Help.

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Travel: Trip Cancel and Voids Travel Service Guide

Last Revised: June 22, 2022

© 2004 - 2022 SAP Concur All rights reserved.

The previously-mentioned scenarios are not discussed in this guide; the Trip Cancel Settings do not apply. The user may or may not be able to cancel through Concur Travel – depending on the vendor, timing, or situation. For example, as shown previously, the user can cancel Hotel Connectors through Concur Travel but cannot cancel Trainline through Travel.
 Refer to the appropriate travel service guide for more information. The travel
service guides are available on the SAP Concur support portal or in Travel Administration online Help.
Fees and Charges
This guide does not discuss fees or charges; they are an entirely separate issue.
Be aware that regardless of when, how, where, or with whom a user cancels or voids (defined below) a trip or any part of a trip, there may still be cancellation fees, initiation fees, service fees, nonrefundable fees, or other charges. The application of fees and charges is governed by many different entities and situations, such as the agency, vendor, agreement, or timing.
Regardless, the Trip Cancel feature does not affect nor govern the assessment or collection of any fees or changes.
Section 3: Void, Cancel, and Refunds
When the user attempts to cancel a ticketed trip or a trip with passive segments, Concur Travel first checks to see if the cancel request is within the "void window."
Void window refers to the timeframe when a ticket can be voided before it is charged to the credit card. Though there may be other charges or fees, the ticket is not charged to the card. (After the void window, the ticket is charged to the card and the user must request a refund, if a refund is applicable.)
There are two major systems that handle ticketing, and each has its own definition for "void window":
• ARC (within the United States) allows a ticket to be voided within one business day of ticketing.
• BSP (outside the United States) allows a ticket to be voided by the end of the same day at midnight. For example, if a reservation is ticketed in Europe at 23:50, the traveler would have 9 minutes to cancel the ticket in order to stay within the void window.
Note the following: • If a ticket is within the void window, the ticket must be voided. A change is not possible. • Voids are supported for all GDSs at this time except Galileo and Apollo.

Travel: Trip Cancel and Voids Travel Service Guide

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Last Revised: June 22, 2022

© 2004 - 2022 SAP Concur All rights reserved.

• Both ARC and BSP have a list of designated holidays. Concur Travel does not take those holidays into account when calculating holidays. Holidays are treated like any other business day.
• Tickets issued outside the original booking Pseudo City Code (PCC), Office ID (OID), or Subscriber ID (SID) are not eligible for voids.
• Voids are not supported for exchanged tickets. A ticket that has already been changed/exchanged once cannot be voided.
So, if the user's cancel request falls inside the void window, then the void process starts. If the user's cancel request falls outside the void window, then the cancellation process starts, based on trip cancel configuration options (described on the following pages).
During the cancellation process, the TMC processes any applicable refunds. Many flights are not refundable. Messaging about non-refundable flights is displayed to the user while booking the flight in Concur Travel. In cases where refundability is not known, Travel assumes the most restrictive possible fare type (nonrefundable).

Common Reasons for Cancellations to Not Appear in Concur Travel

Active GDS bookings cancelled offline
• Sabre, Amadeus, and Worldspan: Reservation not returned to Report queue.
• Apollo and Galileo: Travelport Booking Feed not set up correctly.
• PNR does not have the correct remarks in the expected format.
• Not waiting long enough to ensure trip status is updated.
 Pro Tip: for Sabre, Amadeus, and Worldspan: If the PNR remains on the Report Queue, or has been placed on the Report Error Queue, Concur Travel is not yet aware of those trip updates.
 For more information on how to set up PNR Acquisition or Reporting, please
refer to the Agency Partners Toolkit and the PNR Acquisition section of the Travel Service Guides page.

Trip Cancellation in Concur Travel
Concur Travel can be configured to handle trips with passive segments in one of three ways, some of which require action by the TMC. Ensure that you review the options and behavior documented in the Trip Cancel and Voids Travel Service Guide.

Passive segments cancelled offline

Cancelling a passive GDS segment that represents a reservation made by Concur Travel outside of the GDS (such as a direct connect) will not necessarily remove the travel from the user’s trip list. It is possible that even if the TMC contacts the supplier to cancel, the segment remains in Concur Travel because the non-GDS system doesn’t allow Concur to retrieve reservations touched by the supplier.

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Travel: Trip Cancel and Voids Travel Service Guide

Last Revised: June 22, 2022

© 2004 - 2022 SAP Concur All rights reserved.

Cancelling a passive segment that represents a reservation that Concur Travel did not create will not remove the travel from the user’s trip list. It is possible that the passive segment represents a reservation forwarded to [email protected] or a reservation posted to Concur Travel by a TripLink supplier. In those scenarios, the user must manually cancel or delete the reservation from TripIt or Concur Travel.
TripIt
TripIt allows travelers to send cancellation emails for some travel suppliers to [email protected] Doing so will mark the plan as “Needs Review” but it will not delete the segment from TripIt or Concur Travel. The traveler must review plan to complete the deletion.
Request
Inactivating a request is different from cancelling a request and the associated travel plans. An inactivated request will still appear in places like Concur Risk Messaging.
Section 4: What the User Sees
There are several ways a user can initiate a cancel request: • In the My Trips section of the SAP Concur home page (shown below) • On the Upcoming Trips tab on the Travel home page • On the itinerary
If using the SAP Concur home page, the user clicks More on the desired trip and then clicks Cancel this trip.

Travel: Trip Cancel and Voids Travel Service Guide

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Last Revised: June 22, 2022

© 2004 - 2022 SAP Concur All rights reserved.

Concur Travel checks to see if the cancel request is within the void window.
If Cancel Request is Within the Void Window
The Cancel Trip popup appears. The user provides any comments for the agency (optional).

If the user clicks OK and if Concur Travel has detected that all tickets in the itinerary are within the void period, then Travel will start the void process. The user is presented with a message confirming that the entire trip will be cancelled and all tickets on the itinerary will be voided.
NOTE: If Concur Travel attempts to void via the GDS and if it is not successful, the record can optionally be sent to the agent-assisted Cancel queue to be manually processed.

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Travel: Trip Cancel and Voids Travel Service Guide

Last Revised: June 22, 2022

© 2004 - 2022 SAP Concur All rights reserved.

The user clicks Void ticket and cancel trip. The trip is cancelled and the air tickets are voided.
If Cancel Request is NOT Within the Void Window
The Cancel Trip popup appears. The user provides any comments for the agency (optional).

Travel: Trip Cancel and Voids Travel Service Guide

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Last Revised: June 22, 2022

© 2004 - 2022 SAP Concur All rights reserved.