Concur Travel: Post Ticket Change Using Sabre Automated Exchanges

Concur Travel: Post Ticket Change Using Sabre Automated Exchanges Travel Service Guide Applies to Concur Travel: Professional/Premium edition TMC Partners Direct Customers Standard edition TMC Partners Direct Customers

Contents Post Ticket Change Using Sabre Automated Exchanges... 1 Section 1: IMPORTANT About this Guide... 1 Section 2: Overview... 1 IMPORTANT... 1 Features and Benefits... 2 Carrier List... 2 Section 3: What the User Sees... 2 Ticket Cost Alert... 7 Section 4: Configuration... 7 Overview... 7 Configuration Professional and Standard Editions... 8 Part 1: Professional and Standard Editions Agency Configuration... 8 Part 2: Professional Edition Configuration in Travel System Admin... 10 Part 2: Standard Edition Configuration in Travel System Admin... 11 Part 3: Professional and Standard Editions Finishing Template Editor... 11 Section 5: PNR Documentation... 12 Exchange Fare... 12 Standard Remarks... 13 Exchange with Negative Add/Collect, Plus $200 Penalty:... 13 Section 6: Automated Exchanges Requirements and Restrictions... 13 Sabre Requirements and Restrictions... 13 Concur Travel Requirements and Restrictions... 14 Section 7: FAQ... 15 The Basics... 15 FAQ Travelers... 15 FAQ Travel Program Administrators... 16 FAQ Travel Agencies... 16 Concur Travel: Post Ticket Change Using Sabre Automated Exchanges Travel Service Guide i

Revision History Date Revision Notes/Comments March 10, 2019 January 2, 2018 April 20, 2016 Updated the copyright; no other changes; cover date not updated Updated the copyright; no other changes; cover date not updated General updates; initial publication in the new format ii Concur Travel: Post Ticket Change Using Sabre Automated Exchanges Travel Service Guide

Post Ticket Change Using Sabre Automated Exchanges 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 Sabre's Automated Exchanges (formerly QREX+) solution utilizes Sabre Web Service processes to create a PQR similar to travel agency processes in the Sabre GDS. As the process is more intuitive, your productivity and accuracy will increase significantly. This automation includes support for post-ticketing exchanges. Post-ticketing actions managed through Concur Travel include even exchanges and fare difference exchanges. Automated Exchanges is advantageous for customers because Sabre guarantees fare quotes and provides protection from debit memos. Sabre Automated Exchanges Automated Reissue Pricing uses ATPCO's Category 31 (CAT 31) rules for voluntary rerouting. CAT 31 allows carriers to file specific rules for voluntary rerouting with their fares. The Sabre system evaluates these rules at reissue time to determine if the rule allows itinerary changes, the fares that you can use for the new ticket, and the change fee that applies. The system then applies these rules when determining the new ticket price. In addition, the system automatically applies the applicable change fees. Sabre Automated Exchanges attempts to apply CAT 31 rules to all tickets (paper and electronic) that are stored in the Sabre system ticket database (WTDB*). Verifying CAT 31 rules and applying them to the exchange process provides the highest level of automation and guarantees the results through the Sabre Fare Guarantee Policy. IMPORTANT Currently, Concur Travel does not support utilizing unused ticket credits as part of the automated exchange process Sabre Automated Exchanges is the recommended engine for all Sabre users; Concur no longer supports tickets submitted for Alternate GDS Rapid Reprice with Sabre. Concur Travel: Post Ticket Change Using Sabre Automated Exchanges Travel Service Guide 1

Concur strongly recommends that any customer interested in this solution first discuss with their travel agency. All ticket change features require coordination between the customer, Concur, and the TMC. This functionality is a fee-based item in Sabre. Access subscription and agreement to the terms and conditions can be found in Sabre via Agency eservices. Features and Benefits Sabre Automated Exchanges: Delivers guaranteed fare storage, and quotes (*PQR) provide protection from debit memos Utilizes the Sabre Automated Web Service Retains e-ticket information for 13 months Provides automated comparison between old and new tickets Reduces the possible errors created by agents Works with most agencies mid- and back-offices as it is stored in PQR format Writes full exchange details into P5H remarks Carrier List An updated carrier list and Sabre Automated Exchanges information can be found by navigating to: Sabre Agency eservices > Home > Products > Automated Exchanges > Support Tab > Documentation sub-section > Category 31 Carriers (Worldwide) Section 3: What the User Sees The user clicks a ticketed trip on the Upcoming Trips tab. 2 Concur Travel: Post Ticket Change Using Sabre Automated Exchanges Travel Service Guide

Once the itinerary is displayed, the user selects the segment of the trip to change. Concur Travel: Post Ticket Change Using Sabre Automated Exchanges Travel Service Guide 3

The user changes the dates as needed and searches for new flights. NOTE: Concur automatically modifies the car/hotel segments to match the new flights. The user chooses from the new flights available and clicks Quote Flight Choices. The original flight(s) that is not being changed will be displayed and marked with a star. 4 Concur Travel: Post Ticket Change Using Sabre Automated Exchanges Travel Service Guide

Concur displays the fare breakdown including the additional collection due or credit available for future use (dependent on fare type), as well as any exchange travel policy rule violations. At this point, the user still has the option to back out of the exchange. When the user clicks Purchase New Flights, they will be prompted to provide policy violation reason information, if applicable. Concur Travel: Post Ticket Change Using Sabre Automated Exchanges Travel Service Guide 5

Concur displays an updated itinerary once the transaction is completed. 6 Concur Travel: Post Ticket Change Using Sabre Automated Exchanges Travel Service Guide

Ticket Cost Alert When the exchange costs more than purchasing a new ticket, Concur will display a popup to the user. The user can choose to proceed or click Cancel Flight Exchange to stop the exchange. To take advantage of the lower ticket price, the user would cancel the original trip and book the new flights without using the exchange. Section 4: Configuration Overview Automated exchange in Sabre is built using Sabre s Automated Exchanges refund/exchange engine and uses the WFRF format. Enabling post-ticket change requires the PQ-based faring commands of Sabre Automated Exchanges. There are two stages for processing exchanges in Sabre. The first is to compare the original ticket price with the newly booked itinerary. Second, new flights are booked and Sabre Automated Exchanges calculates the price difference for the newly booked ticket. The final calculations are then stored, including the change penalty fee, in a PQR (Price Quote Record). Travel policy rules for post-ticket change will notify the manager only. The Sabre Automated Exchanges process cannot be interrupted during the session, and flights are changed once accepted by the traveler. The only time this process may be stopped is at the new itinerary display page. Concur Travel: Post Ticket Change Using Sabre Automated Exchanges Travel Service Guide 7

To set up Sabre Automated Exchanges: The agency must enable Sabre Automated Exchanges for the booking/ ticketing PCC The agency must notify Concur (via the Concur Support Portal) if they have never used post ticket change before. Concur must enable a module to grant the customer/tmc access in the travel configuration Configuration Professional and Standard Editions Follow the appropriate steps for your edition of travel: Part 1: Professional and Standard Editions Agency Configuration Part 2: Professional Edition Configuration in Travel System Admin or Part 2: Standard Edition Configuration in Travel System Admin Part 3: Professional and Standard Editions Finishing Template Editor Part 1: Professional and Standard Editions Agency Configuration To configure: 1. Click Administration > Travel (on the sub-menu) > Travel System Admin. NOTE: Depending on your permissions, the page may appear immediately after you click Administration or Travel. 2. In the Agency Setup section of the left menu, click View Travel Agencies. 3. Click Edit to the left of the agency attached to your configuration. 4. Scroll down to the Ticketing Configuration section. 8 Concur Travel: Post Ticket Change Using Sabre Automated Exchanges Travel Service Guide

Select (enable) the Automated Exchanges (formerly known as QREX Plus) enabled : W/PQREX ON, W/CSI ON, W/PAUTOMATED EXCHANGES ON check box. In the Invoicing options (DIN modifiers) list, click Queue PNR to agency to process. Concur Travel & Expense does not ticket or invoice. In the Printer Configuration section: Choose the ATB2 ticket printer. Designate a fictitious printer address as five numeric characters (in our example 12345). 5. Scroll down to the Queue Sets section and add queues as necessary:! IMPORTANT: The Ticket change request queue is mandatory, even though there is no indication of this on the Agency Configuration page. It must be assigned for the Post Ticket Change process to operate properly. Concur Travel: Post Ticket Change Using Sabre Automated Exchanges Travel Service Guide 9

Part 2: Professional Edition Configuration in Travel System Admin To configure: 1. Click Administration > Travel (on the sub-menu) > Travel System Admin and access the desired client travel configuration. NOTE: Depending on your permissions, the page may appear immediately after you click Administration or Travel. 2. In the Air/Rail Connector Switch section of the travel configuration page, if the site was previously using Rapid Reprice, then remove the Air Connector Switch to Worldspan. 3. In the Wizard Options section of the travel configuration page, ensure that post ticket change has been enabled, either for Concur Travel & Expense Mobile: 4. Click on save to keep your changes.! IMPORTANT: If the "Allow post-ticketing flight changes" is hidden on the Company Travel Configuration or if you receive the message below, please contact cb-billing@concur.com and request the ticket exchange fee be added for this site. Make sure to provide the site name and Company ID when requesting access to this feature. 10 Concur Travel: Post Ticket Change Using Sabre Automated Exchanges Travel Service Guide

Part 2: Standard Edition Configuration in Travel System Admin To configure: 1. Click Administration > Travel (on the sub-menu) > Travel System Admin and access the desired client travel configuration. NOTE: Depending on your permissions, the page may appear immediately after you click Administration or Travel. 2. In the Wizard Options section of the travel configuration page, ensure that post ticket change has been enabled, either for Concur Travel & Expense or Mobile: 3. Click on save to keep your changes.! IMPORTANT: If the "Allow post-ticketing flight changes" is hidden on the Company Travel Configuration or if you receive the message below, please contact cb-billing@concur.com and request the ticket exchange fee be added for this site. Make sure to provide the site name and Company ID when requesting access to this feature. Part 3: Professional and Standard Editions Finishing Template Editor To configure: 1. In the Profile & Finishing section of the left menu, click Finishing Template Editor. 2. Review the existing ticket change data points or add new ones. Please be sure you are viewing the Trip Change with Post-ticket Air Change finishing mode. Concur Travel: Post Ticket Change Using Sabre Automated Exchanges Travel Service Guide 11

Section 5: PNR Documentation Exchange Fare The PQR is added as part of the exchange process: *PQR«PQR - REISSUE DETAILS PQR 2 WFRF DAVIS/TROY EXCH TKT 0167738274552 TTL USD 248.20 A/C, FEES TTL USD 200.00 BASE FARE TAXES/FEES/CHARGES TOTAL USD195.34 42.86XT USD238.20 XT BREAKDOWN 14.66US 8.00ZP 11.20AY 9.00XF NEG-01 LAA14AKN 12 Concur Travel: Post Ticket Change Using Sabre Automated Exchanges Travel Service Guide

LAST DAY TO PURCHASE 25MAR ATL UA CHI97.67UA ATL97.67USD195.34END ZPATLORD XFATL4.5ORD4.5 VALIDATING CARRIER SPECIFIED - UA CAT 15 SALES RESTRICTIONS FREE TEXT FOUND - VERIFY RULES USD204.64 NONREFUNDABLE NONREF/0VALUAFTDPT/CHGFEE Standard Remarks The following are standard remarks added by Concur to the *P5H section of the PNR: Exchange with Negative Add/Collect, Plus $200 Penalty: 41.H-CB/EXCH/1347/QREX PLUS PROCESSED 24MAR16 42.H-CB/EXCH/1347/OLD FARE/ 43.H-CB/EXCH/1347/B204.64/TTL248.20 44.H-CB/EXCH/1347/NEW FARE/ 45.H-CB/EXCH/1347/B195.34/TTL238.20 46.H-CB/EXCH/1347/ADD COLLECT FARE -10 47.H-CB/EXCH/1347/PENALTY 200.00/TTL ADD COLLECT 200.00 48.H-CB/EXCH/1347/EXCHANGED TICKET NUMBER 0167738274552 49.H-CB/EXCH/1347/CPNS 12 50.H-CB/EXCH/1347/ORIG FOP VI4111111111111111/ORIG ISSUE 24MAR16 51.H-CB/EXCH/1347/DISC CODE EXI03/COMM 0.00 52.H-CB/EXCH/1347/IT 53.H-CB/EXCH/1347/ED NONREF/0VALUAFTDPT/CHGFEE 54.H-CB/EXCH/1347/VAL UA/FARE BASIS TKT DES LAA14AKN 55.H-CB/EXCH/1347/LAA14AKN 56.H-CB/EXCH/1347/ORIG ISS IATA 49640150 57.H-CB/EXCH/1347/FORFEIT AMOUNT 10.00 58.H-CB/EXCH/1347/QREX PLUS COMPLETED Section 6: Automated Exchanges Requirements and Restrictions Sabre Requirements and Restrictions The Sabre Automated Exchanges entry is applicable to the following transactions: Full or partial exchanges are supported. Single-ticket itineraries only; split-fare scenarios are not supported.; Only electronic tickets with at least one coupon eligible for exchange are allowed. The ticket must be in the Sabre system ticket database (WTDB*). Coupons used out of order cannot be exchanged. Concur Travel: Post Ticket Change Using Sabre Automated Exchanges Travel Service Guide 13

The Sabre Automated Exchanges TJR indicator must be active (W/PAUTOMATED EXCHANGES ON). A previously ended PNR (a PNR that has a Sabre record locator) must be used. PNR does not need to be in a ticketable state (for example, status code SS is accepted) prior to beginning the Sabre Automated Exchanges process. Mandatory TJR Settings: W/PAUTOMATED EXCHANGES ON W/CSI ON W/PQR ON Concur Travel Requirements and Restrictions Concur supports the following transaction types for Sabre Automated Exchanges via Concur Travel: Full exchanges are supported. Partial exchanges are likely not supported. Concur did support partials at one time but had to place a temporary restriction on partials due to some issues. We are validating the level of functionality that is currently supported in Concur Travel and will update this guide upon completion of that validation. Old and new itineraries can only include a single carrier (multi-carrier bookings are not supported). The process is only available for electronic tickets. This is not available for PNRs with multiple passengers. This is not available on free tickets. Only ARC accredited airlines are available through Automated Exchanges (Carrier list available on Sabre eservices). The use of unused ticket credits as payment for the exchange is not supported; this limitation is due to Concur Travel's inability to view the original electronic ticket shell if not issued in the same PNR. Segment selection is not available, and changes may only be made on live flight segments or segments not flown. PNRs with more than 4 segments or coupons are not currently supported. Upgraded fares cannot be exchanged via Concur Travel (even if it is a free upgrade booked in Concur). Concur Travel only allows a single exchange per itinerary. 14 Concur Travel: Post Ticket Change Using Sabre Automated Exchanges Travel Service Guide

Section 7: FAQ The Basics Topic CT Policy controlled: Multi-Segment Bookings: Guest Booking Capability: Ghost/BTA/Lodge Cards Accepted: Comment Yes Only if issued on a single ticket Yes Yes * Select Access Fee: No ** Sabre Convenience Fee: No * Refer to Support Portal for fees ** Applicable to Sabre fulfillment only when passive segments are written FAQ Travelers Q. My flight has not yet been ticketed, but my plans have changed. How do I change the flights or cancel? A. On the Upcoming Trips tab, click the trip you want to change. Once the itinerary is displayed, select the segment of the trip to change and click the Change link for that segment. You can cancel the flights and remove the reservation from the queue at any time before confirming it for ticketing. This type of change is considered a pre-ticket change, which does not involve carrier-specific restrictions. Q. I have taken the first part of my trip. How do I select a different return route using Concur Travel & Expense? A. We support partial exchanges for single-ticket itineraries only. Split-fare scenarios are not supported since we can exchange only one ticket per itinerary. Partial exchanges on a single ticket itinerary are also likely not supported. Concur did support partial single-ticket exchanges at one time but had to place a temporary restriction due to some issues. We are validating the level of functionality that is currently supported in Concur Travel and will update this guide upon completion of that validation. Q. What happens to old flights in the PNR? A. A post-ticket change in Sabre removes old flights from the PNR after running Automated Exchanges and sends the trip to the agency queue for reissue. Concur Travel: Post Ticket Change Using Sabre Automated Exchanges Travel Service Guide 15

FAQ Travel Program Administrators Q. Will my company be automatically provided access to Sabre Automated Exchanges, or do I need to set something up? A. In order to access the Sabre post-ticket change capabilities, you will need to work with your Concur representative and travel agency to set up the workflow. Note that Sabre Automated Exchanges is a billable feature for Sabre agencies, will impact the agency process, and will require setup work and testing. Upon satisfactory completion of testing, the feature can be made available to your users. Q. How will ambiguity in an airline's exchange or refund rules be handled by Concur? A. Any ambiguity in the airline's rules will favor the airline during the online exchange and refund process. FAQ Travel Agencies Q. Is there any added cost to my travel agency process for offering the Sabre Automated Exchange capability to my customers? A. Concur provides implementation and performance management services to help optimize the workflow for online bookings. Concur will provide a pricing plan to cover any setup work. There are no additional fees, with development and maintenance of all Concur Travel features being covered in existing agreements with Concur. Q. Can exchanges be made in Concur if the original reservation was made by a traditional agent (offline booking)? A. Yes, it can be used for offline bookings if the PQ was stored at ticketing. There are no limitations on this feature, except limitations imposed by Sabre. Q. In which countries is Sabre Automated Exchanges supported? A. Sabre maintains a list of supported countries on the Sabre eservices site under the Communities section. Please check eservices regularly, as this list does change. 16 Concur Travel: Post Ticket Change Using Sabre Automated Exchanges Travel Service Guide