Unused Tickets

Benefits and Need to Know

• You can upload up to 10 unused tickets per user

• As you upload unused ticket files, each newly uploaded file replaces the previous information for each specific user in the file

• When an upload is completed, any tickets previously marked as “pending exchange” will return to an available status if the same ticket is uploaded. If the usedicket previously marked "pending exchange" is not included in the new upload file for that specific user and it will be removed from the user’s unused tickets.                   

• Deem can mark tickets as not eligible for exchange if the on-line process fails to do so.  Enter a support case requesting help and include the site name, user name and ticket information.

• Offline tickets can be uploaded into the unused ticket database for any carrier as long as they have a 10 digit ticket number

• Unused Tickets can be uploaded at the site level for each client, or at the superdomain

  • If uploading at the site level you will need to create an Unused Ticket upload for each client

  • If uploading at the superdomain level you can place all clients on one file

• You may set up for Automatic Ticket Exchange (ATE)

  • Note:  If you have ATE set-up you will not need to Upload Unused Tickets, as Deem validates if there is an unused ticket for your clients automatically.

  • Configuring and setting up ATE

  • FAQ - ATE

How are unused validated tickets added to the database?

• There are 3 ways a validated unused ticket is placed into the unused ticket database:

  • When a user cancels a non-refundable ticket that originated online.  Deem captures the ticket information and places it into the database for future use.

  • When a user calls an agent directly to cancel a non-refundable ticket that originated online, the PNR is queued back to Deem’s designated queue

  • After the travel date, Deem checks the status of the ticket, and if all flight coupons still contain an “Open” status, the ticket is placed into the unused ticket database

• Note:   A ticket will not be evaluated for the unused ticket bank if the PNR is not completely empty

  • If a PNR has air/hotel and the user cancels the air, the unused ticket will not be evaluated until the hotel is used or canceled

Validated Unused Tickets

Non-Validated Unused Tickets

Must be single passenger / single carrier itinerary

Must be single passenger / single carrier itinerary

Ticket must be marked as not pending exchange

Ticket must be marked as not pending exchange

Cost is broken down on trip review page

Generic unused ticket message is placed on trip review page

All coupons have “Open” status

Coupon status is not validated.  Some coupons can be used or not available

Coupon status checked upon user login

Coupon status is not checked upon user login

Exchange would result in even exchange or additional collection

Exchange can result in even exchange, additional collection or residual value

Residual value table verified – ticket exchanges that would result in a residual value will be pre-filtered out

Residual value table not verified – ticket exchanges that would result in a residual value will not be pre-filtered out

Refundable tickets with zero penalty are marked as “unusable” and would not be offered for exchange

Penalty presence is not a factor in offering tickets.  Penalty can be a specific amount, zero or null.

Domestic Origination

Domestic or International Origination

Documentation can be used to complete an automated exchange

Unused tickets should be evaluated by an agent before an exchange is completed

Do not display tickets past their expiration date

Do not display tickets past their expiration date

Rules apply when booking new reservations online

• There are 3 ways a validated unused ticket is placed into the unused ticket database

  • On the search results page, an unused ticket icon is placed below the applicable carrier in the matrix

  • On each applicable search result page for both validated and non-validated tickets. This is to remind the user they have an unused ticket that can be applied to their new trip.

  • Unused Ticket tab, located at the top of the home page

• Validated Unused tickets are offered on single carrier, non-refundable itineraries where the exchange would result in an even exchange or additional collection.  This is supported for the following carriers only: American (AA), Alaska (AS), Delta (DL), Frontier (F9), United (UA), US Airways (US) and Southwest SDA only (WN).

• Non-validated tickets are offered on any single carrier, non-refundable itineraries which could result in an even exchange, additional collection or residual balance.

• Policy can be configured to require a user to fly a carrier where an unused ticket can be applied when all other conditions compared to other carriers are in policy. 

• When more than one unused ticket is available, the administrator can define whether the ticket closest to expiration is used or the ticket closest to the fare is used. See Booking, Change and Cancellation Configuration for more information.

  • If the ticket is an online validated ticket, using the setting on the display config (value vs. nearest expiration date), the system will pre-filter tickets to not offer tickets that have a higher value than what is needed for the new trip. 

  • If it is an offline non-validated ticket, using the setting on the display config (value vs. nearest expiration date) the system will not pre-filter tickets with a residual value.  It is up to the agency to determine exchange applicability per airline / per instance.

Task

Process and Helpful Hint

Download Template

• Click on Profiles tab

• Click on Download Templates

• Click on Download Template with Instructions (Excel)

  • Downloaded file contains not only a template, but also instructions and database values

Upload Key

• Please see attached example in this article

Task

Process and Helpful Hint

Upload to Client Site

• Access client’s site

• Click on Profiles tab

• Click on Schedule Unused Ticket Upload

• Click on Schedule Unused Ticket Upload

• Click on Schedule and select schedule interval

• Start Date: Select date you would like the schedule to begin

• Time: Select time you would like the Deem vault to pick up file

• Duration: Click on No End Date

• Job Description: Enter SiteID

• Job Completion Email: Enter email address of those you would like to receive the job completion email.  If more than one recipient, separate with a comma.

• Secured FTP: You would need to open a case with Deem if you do not already have an SFTP set up with Deem for automatic unused ticket feeds

  • When opening the case, Provided the following

  • Unused ticket vault at a site level

  • Company Name

  • SiteID 

  • Once created you can complete the task of scheduling your upload.

  • Vault will be set up by Deem and you will be provided a password to establish the connection between the Deem SFTP vault and the system you are using  for the unused ticket feed (for example, Magnatech)

• Remote File / File Name Pattern: enter file name. You will name the file siteID_$yyyy$mm$dd.csv

  • Note: You will need to ensure the file itself has the same naming convention. 

    • Example: malissademo-deem_20220921.csv 

• Click on Submit

Upload to SuperDomain

• Open case with Deem Support to have Vault set up

  • Password to vault will be provided to set up connection between system you will be using to upload the unused tickets 

How are unused validated tickets added to the database?

Magnatech

• Provide the following to Magnatech

  • SiteID

  • UserName criteria

  • What you would like to have included in the upload or removed from upload

    • Ticket value threshold such as those tickets under a certain value

    • MCO

    • Unused Tickets without full ticket number

  • Vault information

    • Location/Name

    • Password