Managing Trip Cancel Settings

Objective

After completing this lesson, you will be able to manage Trip Cancel Settings in Concur Travel.

Introduction to Trip Cancel Settings

In the Agency Booking Configuration, the TMC can determine when a booking can be canceled online if it contains a passive segment or a trip has ticketed Air. Scroll to the bottom of the page under Trip Cancel Settings to view the available configuration options.

Screenshot of Concur Trip Cancel Settings. The text explains that trips can be canceled online if no ticket has been issued and no passive content exists in the PNR; such PNRs are pushed to the CANCEL QUEUE. Non-GDS hotels booked online may be canceled during the initial booking if the trip has not been pushed to the agency. Passive content is air, car, or hotel represented by a passive segment in the PNR where Concur cannot cancel at the source; Air Canada and Southwest Direct Connects are treated as live space. Direct Connect reservations, except Air Canada, Southwest, Amtrak, and SNCF, are not auto-canceled if a user abandons a trip. To use options other than “Do not allow traveler to cancel,” a REFUND REQUEST queue must be defined; if options are disabled, the queue is not defined. If there is no GDS PNR, Concur cancels the trip entirely and there is no PNR to queue. Two highlighted sections show radio-button options: “Trip has PASSIVE CONTENT (may or may not include live ticketed air)” with choices—Do not allow traveler to cancel; Contact the Agency (Concur will not modify the PNR and will push it to the REFUND REQUEST QUEUE); Cancel live segments and queue (Concur will cancel all live segments, retain passive segments, and push the PNR to the REFUND REQUEST QUEUE). “Trip has TICKETED AIR but NO PASSIVE Content” with choices—Do not allow traveler to cancel; Contact the Agency (Concur will not modify the PNR and will push it to the REFUND REQUEST QUEUE); Cancel live segments and queue (Concur will cancel all segments and push the PNR to the REFUND REQUEST QUEUE).

There are two types of reservations:

  • Trip has PASSIVE CONTENT (May or May Not include live ticketed air) – Direct Connect reservations, except for Air Canada, Southwest, Amtrak and SNCF
  • Trip has TICKETED AIR but NO PASSIVE Content – all segment in the reservation is coming from the GDS

Passive Content means air, car, or hotel content that is represented by a passive segment in the PNR *and* Concur Travel does not know how to go to the original source to cancel the reservation. For example, Air Canada and Southwest Direct Connects are treated as *LIVE* space in Concur and would have similar handling to *LIVE* GDS booked air.

Each reservation type has the following cancellation options:

  1. Do not allow traveler to cancel - Inform traveler they must contact agency for assistance
  2. Queue to Agency - Concur will not modify PNR and will simply push PNR to the "REFUND REQUEST QUEUE"
  3. Cancel Live segments and Queue - Concur will cancel all LIVE segments, and retain all PASSIVE segments in the PNR, and push to the "REFUND REQUEST QUEUE"

Summary

This lesson explains how the Trip Cancel Settings in the Agency Booking Configuration control online cancellations. It defines passive content versus ticketed air and notes that some direct connects are treated as live content. It outlines three cancellation options for traveler and agency handling.

Key points:

  • Trip Cancel Settings define when travelers can cancel bookings online
  • Two reservation types: passive content or ticketed air only
  • Passive content are segments that Concur Travel cannot cancel at the original source
  • Air Canada, Southwest, Amtrak, SNCF direct connects are treated as live content
  • Cancel options: block traveler, queue to agency, or cancel live segments and queue

Learning

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