Managing Cancel, Hold, and Changes Options in new Concur Travel

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. In this example the user is presented with two violation reasons as two flight rules were broken when making this reservation. In new Concur Travel, users can select theView Flight Options Turned Down to see the in policy options not selected.

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 contains car and hotel only segments (instant purchase carriers will not be cancelled).

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

In new Concur Travel, a trip can be placed on hold when it includes at least one air booking and has not yet been finalized. Whether a trip is eligible to hold depends on the presence of a last ticket date, air bookings meet this requirement, while hotel and car bookings do not, as they are reserved immediately upon booking.

For example, a trip containing only hotel and car bookings cannot be held. However, a trip that also includes an air booking can be placed on hold, since the last ticket date on the air booking makes it eligible. It is important that travelers understand which booking combinations support holding before they reach the point of purchase.

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.

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

In new Concur Travel, if post-ticket changes are allowed, users can change their flight dates within the same airline brand as originally booked, but cannot change the route or upgrade their fare. Date changes are not available for flights departing within 4 hours — for these situations, or if a route change is needed, users must contact their travel agency directly.

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.