Concur Travel: Waitlist Travel Service Guide Applies to Concur Travel: Professional/Premium edition TMC Partners Direct Customers Standard edition TMC Partners Direct Customers
Contents Waitlist... 1 Section 1: IMPORTANT About this Guide... 1 Section 2: Overview... 1 Section 3: What the User Sees... 2 Closed Waitlists... 4 Calendar Attachment... 5 Section 4: Configuration... 5 Part 1: Professional Edition Enable the Feature... 6 Enable Waitlist (Create a Custom Rule and Activate)... 6 Create Custom Text (Optional)... 7 Part 1: Standard Edition Enable the Feature... 7 Enable Waitlist (Create a Custom Rule and Activate)... 7 Custom Text... 9 Part 2: Professional and Standard Edition Other Tasks and Information... 9 PNR Format... 9 PNR Finishing WaitListSegments Data Point... 10 Section 5: Known Issues / Limitations... 12 Section 6: FAQ... 12 Questions... 12 Revision History Date Revision Notes/Comments March 10, 2019 January 3, 2018 September 2, 2016 August 5, 2016 Updated the copyright; no other changes; cover date not updated Updated the copyright; no other changes; cover date not updated Changed at least one reference to another Travel Service Guide. Removed information about custom text; refer to the Travel Service Guide General updates; initial publication in the new format Concur Travel: Waitlist Travel Service Guide i
Waitlist Section 1: IMPORTANT About this Guide Be aware that 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 participants. In some cases, you must contact the vendor/provider directly. Section 2: Overview Most airlines offer the ability to waitlist a sold-out flight. This is crucial for certain regions of the world and a known travel practice. Concur Travel supports this ability and the waitlist will appear on the Concur Travel itinerary as unconfirmed. If a waitlist clears, the airline notifies the agency via a GDS queue and the agency must contact the user to advise the new fare. Concur will not manage the clearing and confirming of waitlists as it requires a reissue of the ticket; Concur will manage the request only. Concur Travel will waitlist in the highest class of service for the best chance of clearance and a confirmed seat on the plane. If the waitlist clears, it could result in a significant fare increase. Customers should discuss the waitlist process with their TMC before enabling the feature in Concur Travel as it could result in higher agency fees because of the manual intervention. There are some requirements in order to waitlist: Itinerary must be refundable Confirmed space is required we do not support a waitlist-only reservation Waitlist flight is sold out Concur Travel does not allow the following scenarios: Waitlist-only reservations Multi-passenger waitlists Waitlist in a lower class of service Flex faring waitlists! IMPORTANT: The Waitlist feature applies to flights from the GDS only. It does not apply to direct connects, train, or flex faring flights. Concur Travel: Waitlist Travel Service Guide 1
Section 3: What the User Sees The user must complete a search by schedule to request a waitlist. On the schedule page, sold-out flights are noted with text, the status of Not Available, and the missing blue select button. In order to waitlist a sold-out flight, there must also be confirmed space. If waitlist is available (based on travel policy setup), the user/arranger will see the Waitlist on [cabin] check box. As the user/arranger selects a flight, it will move to the top of the page. Once the user/arranger has selected all flights, including the waitlists, they are directed to the price page with their selected fare at the top of the results. They can click View Fares or Flight details to expand the sliver. 2 Concur Travel: Waitlist Travel Service Guide
Here they will see the selected flights detail as well as the waitlisted flight. The Concur Travel itinerary will show both confirmed and waitlisted flights. Concur Travel: Waitlist Travel Service Guide 3
There are two different statuses that can appear: Waitlisted: The waitlist has been requested but has not cleared. Contact Agent: The waitlist has cleared and the user/arranger should contact their TMC to confirm the space. If the ticket was already issued, the TMC may need to issue a new ticket. Closed Waitlists There are times when a waitlist is closed for a flight. If this is the case, Concur Travel alerts the traveler on the itinerary review page and dismisses the request from the PNR. 4 Concur Travel: Waitlist Travel Service Guide
Calendar Attachment Calendar appointments attached to the Concur Travel itinerary sent via email will also note the waitlisted flights: Section 4: Configuration Follow the appropriate steps for your edition of travel: Part 1: Professional Edition Enable the Feature or Part 1: Standard Edition Enable the Feature Part 2: Professional and Standard Edition Other Tasks and Information Concur Travel: Waitlist Travel Service Guide 5
Part 1: Professional Edition Enable the Feature Enable Waitlist (Create a Custom Rule and Activate) To enable waitlist: Create a rule using Travel Rule Builder. and Activate the rule. To create the custom rule: 1. Click Administration > Company (on the sub-menu) > Company Admin. NOTE: Depending on your permissions, the page may appear immediately after you click Administration. 2. In the Travel Administration section of the left menu, click Travel Rule Builder. 3. In the Select Rule Template Category list, select Flight Class of Service. 4. Click OK. 5. Click Add. 6. Enter the rule name and violation code. 7. Select the Waitlist cabin(s) are available and allowed rule part. This rule part is available to combine with any other under this category, which will allow for the following possible scenarios: Only allow waitlist on defined airlines Only allow waitlist for travel to certain countries Only allow waitlist for defined cabins (economy/coach, business, premium economy and first) Only allow waitlist for international travel Only allow waitlist for defined travel class 6 Concur Travel: Waitlist Travel Service Guide
To activate the rule: 1. In the Travel Administration section of the left menu, click Travel Admin. 2. On the Travel Policy tab, select the desired rule class. 3. Scroll down and click Edit in the Flight - Class of Service section. 4. Define the rule action, etc. as usual. For additional information about rules, refer to the Approvals, Rules, and Classes/Policies Travel Service Guide available on the Concur Support Portal or in Travel Administration online help. Create Custom Text (Optional) Refer to the Custom Text Travel Service Guide available on the Concur Support Portal or in Travel Administration online help. Part 1: Standard Edition Enable the Feature Enable Waitlist (Create a Custom Rule and Activate) To enable waitlist: Create a custom rule. and Activate the rule. To create the custom rule: 1. In the Travel Setup Wizard, click the Travel Rules setup step. 2. Scroll down to the bottom of the page and click on Do you need a custom rule? Concur Travel: Waitlist Travel Service Guide 7
3. Select the Flight Class of Service category and search for the Waitlist cabin(s) are available and allowed rule part. This rule part is available to combine with any other under this category, which will allow for the following possible scenarios: Only allow waitlist on defined airlines Only allow waitlist for travel to certain countries Only allow waitlist for defined cabins (economy/coach, business, premium economy and first) Only allow waitlist for international travel Only allow waitlist for defined travel class To activate the rule: 1. Enable the rule, select the rule action, etc. as usual. 8 Concur Travel: Waitlist Travel Service Guide
2. Click Save. For additional information about rules, refer to the Approvals, Rules, and Classes/Policies Travel Service Guide available on the Concur Support Portal or in Travel Administration online help. Custom Text The default "waitlist" text appears for Standard Edition customers; they just do not have the option to customize. Part 2: Professional and Standard Edition Other Tasks and Information PNR Format The waitlisted segments will appear like following in the GDS PNR: 1.1BEAR/VERNON V BA 138F 16JAN J BOMLHR HK1 245A 655A HRS /DCBA*28UHZH /E BA 138Y 16JAN J BOMLHR HL1 245A 655A /DCBA*28UHZH /E AA7836Y 16JAN J BOMBRU KL1 300A 750A /E AA 155Y 16JAN J BRULHR HL1 115P 130P /DCAA*BOXIUF /E General remarks are written to PNR with format like below: WAITLIST <segment index>/<status code>/<flight info>/<timestamp>* segment index: e.g. 1 outbound and 2 - inbound for a roundtrip flight status code: SS seat available LL waitlist UC waitlist closed Concur Travel: Waitlist Travel Service Guide 9
Examples: WAITLIST 1/UC/CO-9705-LHR-JFK-Y/2010-01-07T16-54-00* WAITLIST 1/LL/CO-5272-LHR-FRA-Y/CO-51-FRA-EWR-Y/2010-01-07T16-54- 00* WAITLIST 2/LL/CO-7542-EWR-IAD-Y/CO-6050-IAD-LHR-Y/2010-01-07T16-54- 00* PNR Finishing WaitListSegments Data Point Agencies can program the PNR Finisher to write waitlist data to the PNR via new Waitlist Segment data points. These data points are also available in conjunction with the Conditional Queue feature to send itineraries with a waitlist request to a separate queue for the agency to monitor. 10 Concur Travel: Waitlist Travel Service Guide
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Section 5: Known Issues / Limitations The Waitlist Help custom text option is not appearing on the schedule page. There should be a question mark to indicate help text at the end of the check box. Section 6: FAQ Questions Q. Is the Waitlist feature available for all GDSs? A. Yes. Q. Is the Waitlist feature available for the Flex Faring View? A. No. Q. Do our direct connect providers, such as Travelfusion support waitlist? A. No. Q. Does this feature apply to Train as well as Flight? A. No. This is supported for Flights from the GDS only. 12 Concur Travel: Waitlist Travel Service Guide