Managing Cancel, Hold, and Changes Options

Violation reasons in Concur Travel let users explain policy breaches during booking and provide data for reporting and exception analysis. The feature helps ensure compliance and transparency in travel bookings and supports policy management and decision-making.

By default, one reason code is required even if multiple rules are violated. Admins can configure Professional Travel to request multiple reasons when several rules within the same booking workflow (flight, hotel, car) are violated.

To enable this, an admin can activate the Allow Multiple Violation Reason Codes option on the Travel Configuration page, create one or more custom violation reason types (Air, Car, Hotel, etc.), and assign each type to the appropriate rules.

When enabled, if a user violates one or more rules, the user sees one list of violation reasons per reason code type. Consider the following scenarios and note the differences:

• If the user breaks one rule, the user sees one list
• If the user breaks two rules and the rules have the same violation reason code type, the user sees one list
• If the user breaks multiple rules with different violation reason code types, the user sees a list for each violation reason code type and must choose a value for each one

Review the following graphic as an example of the user experience. Users will see one text box for comments, despite the number of rules violated.

Auto-cancel is dependent on several factors and settings. Auto-cancel for approval holds automates the cancellation process based on certain criteria to avoid no-show fees, debit memos for the fulfillment agency, and the loss of value of an unused ticket.

Concur Travel's approval process ensures that managers receive updated emails for any changes to out-of-policy trips before approval, maintaining accurate oversight. This system is useful for ensuring compliance with travel policies and preventing unauthorized bookings.

If enabled, Concur Travel cancels the trip roughly 6 hours after the Last Day to Ticket (LDT) has passed and the approver has taken no action.

If enabled, cancellation will take place after an approver rejects a trip that contains an air/rail segment. Concur then cancels all cancellable segments of the entire trip (instant purchase carriers will not be cancelled) based on the ticketing deadline or within 24 hours of travel (whichever is sooner). This means that the trip is not cancelled immediately after rejection by the approver.

If enabled, cancellation will take place immediately (within 20 minutes) after an approver rejects a trip that contain car and hotel only segments (instant purchase carriers will not be cancelled).

Note

If either of the Allow cancel settings has been enabled in the travel configuration, and Concur Travel automatically cancels the trip (according to segment type as noted in the settings), then the user will likely have to create a new booking to reapply for approval.

If neither setting is enabled, and the option Allow pre-ticketing flight changes is set to When trip is on hold, the user can resubmit the trip for approval. After re-submittal, the Add Car and Add Hotel options, as well as the Cancel All Air link, are available. When re-submitting a trip for approval, Concur Travel sends the manager/approver a text-only email notification to reconsider (approve or reject) the revised trip.

Enabling this option allows users to hold a trip during the booking process, at the point where the user would normally purchase the trip. Selections in the dropdown menu include "none" (disabled) and numeric values up to 21 (days).

This option reserves the fare and any other options. However, it does not send the flight for ticketing until the traveler chooses to purchase the fare in Travel. It is important to make sure that travelers are aware of rules and limitations for holding fares.

Enable this option to allow Travel to automatically cancel trips that require approval if they are not approved by the last ticketing date. It is common practice to enable this option if using approvals.

Select the number of days to indicate the amount of time an approver has to reject the trip before it is automatically approved.

For the Allow pre-ticketing flight changes setting, select a preference that allows travelers to change a flight that is reserved but not ticketed. Depending on your settings, you can change the date, time, or carrier for the flight.

There are three choices to allow pre-ticketing flight changes:

• Never: Traveler can never change flights
• When trip is on hold: Traveler can change a trip only when it is on hold
• Anytime: Traveler can change a trip anytime, pre-ticketing

Note

The When trip is on hold option allows Eurostar users to make pre-ticket changes. This applies only to Eurostar via the GDS. Eurostar is also available through the SNCF Direct Connect.

This option is only visible when the Rapid Reprice Post Ticket Change setup process has been completed.

The following options are available in the dropdown menu:

• Do not allow: Post-ticket changes are not permitted
• Concur Web: Allow post-ticket changes using the web version of Travel

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.)

Enable this option to allow the cancellation of reservations in Travel after a ticket has been issued. Travel will attempt to void the ticket.

The associated Agency Configuration must also include the following:

• Voided ticket queue (when Travel voids a ticket)
• Refund request queue (Agency assistance needed with refund)

There are two major systems that handle ticketing, and each has its own definition for the 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, meaning if a reservation is ticketed in Europe at 23:50, the traveler would have 9 minutes to cancel the ticket to stay within the void window

The Offline Approval feature allows travel agencies to send offline PNRs to an approval queue for processing through Concur Travel's trip approval process. This feature is useful for ensuring that offline bookings receive the same approval oversight as online bookings, maintaining consistency in travel management.

PNRs placed in the offline approval queue will trigger the approval email to the manager/ approver. By enabling this feature, all offline PNRs placed in the offline approval queue will follow the Passive Approval workflow.

Fares Revalidation is a process that ensures ticket prices are accurate when a PNR moves out of hold status, preventing purchases if fare differences exceed specified thresholds. This tool is useful for maintaining pricing integrity and avoiding unexpected costs in travel bookings.

When enabled, a ticket cannot be purchased after held or approved when the fare difference is the greater of 2% or 10 units in currency of the original fare quote.