Automated Ticket Exchange Frequently Asked Questions (FAQs)

Automated ticket exchange (ATE) is available only for the Sabre global distribution system (GDS). The Sabre exchange service validates ticket fare rules and guarantees the exchange. 

Note: Contact your Deem Account Manager to enable automated ticket exchange for one or more sites. 


Overview

If ATE is turned on, will the existing void/refund process be applied?

Yes. If auto-void is enabled, the system will auto-void the ticket and not invoke the ATE process. Auto-void is enabled by choosing Yes for the "Automatically void tickets when an itinerary is cancelled" option. See "Changing and Canceling Configuration" in Booking, Change and Cancellation Configuration for instructions.

How is company policy applied when an unused validated ticket is proposed for exchange?

The system provides the estimated cost of changing the trip for each available flight option, and applies minimum cost savings to the lowest available price based on the ticket exchange. If the system recommends a new ticket be issued, policy is based on the cost of the new ticket as compared to other similar options in which the original unused ticket is not part of the exchange solution. See "Setting Policy for Applying Unused Tickets" in Configuring Automated Ticket Exchange for a Site for instructions.

How many airlines are included in ATE?

Any airline that publishes its change/cancel rules in CAT 31 formats via ATPCo is eligible for the ATE process.

Can you set the fare-forfeiture maximum amount?

Yes, the site administrator can set the maximum amount allowed for forfeiture. See Configuring Automated Ticket Exchange for a Site for instructions.

Can I use part of the unused ticket amount to pay for the change fees?

Yes, the amount that appears to the user reflects the value that will be applied to the new ticket after paying the change fees (if the airline participates in this practice).

On the first call to the Sabre exchange service, does Deem validate that a return flight change can be exchanged for only the change fee?

Yes.

Will best pricing be offered if a changed ticket is requested?

Yes, the best available pricing will be offered by showing the additional cost of the new ticket on the Trip Review page.

Do users see a message if they try to book a carrier other than one with available unused tickets?

No.

What is the “block” on air changes?

A change block, implemented as a part of ATE, blocks the ability to change a reservation with an air segment until a ticket is issued, or until the (internal) “timer” associated with that itinerary expires. New and change bookings will be blocked for 5 hours.

Will enabling ATE functionality on my site block changes to hotel-only or car rental itineraries without flights?

No, the system will not impose the block when only hotel or car rental itineraries are changed.

Changing Bookings

Changes and Ticketing

Can an offline originating air, hotel or rental car transaction be changed?

Yes, an offline-originating transaction can be changed within Travel. As the site administrator, can set the display configuration to allow or disallow online changes to offline originated transactions. See Configuring Automated Ticket Exchange for a Site for details.

Can an air, hotel and car rental booking (online or offline) be changed after the user purchases, but prior to ticketing?

No. The user will be instructed to contact an agent to complete the change and restricted from making any online changes pre-ticketing until the ticketing status has changed.

Are changes to departure and round-trip flights allowed post-ticketing and before the start of the trip?

Yes. The system will use the original unused ticket as an exchange ticket to derive flight results, and include a background ITA query specific to the original plating airline of the ticket. The user will be able to select from all available flight solutions. Depending on the flight selected, the system will follow up with another request with the applicable exchange ticket.

Can the user change the return flights post-ticketing and before the start of the trip?

Yes. If a user wants to only change a return flight, the Trip Exchange provides the fields for selecting a new return flight (the date/time, fare type, cabin class, and so on).

When setting the display configuration (as described in "Changing the Display Configuration" in Configuring Automated Ticket Exchange for a Site), if you enable the "Advise user of possible fare increase and continue" option for “Select system behavior that should apply when a user requests to change only their return flights”, the system will display a message to the user if there is an increase in the fare. The system will send a request using the original ticket as an exchange ticket, and maintain the original departure flight segments to derive new return flight results. The user will be able to select from all available return flight solutions. Depending on the flight selected, the system will follow up with another request with the applicable exchange ticket.

Can the user change the return flights post-ticketing and after the start of the trip?

Yes. For users who purchase round-trip flights online (or offline if enabled) and select to change the return flights after departure, the Trip Exchange provides fields for changing just the return flight (the date/time, fare type, cabin class, and so on). The system will send a request using the original ticket as an exchange ticket, and maintain the original outbound flight leg to derive new return flight results. The user will be able to select from all available return flight solutions. Depending on the return flight selected, the system will follow up with another request with the applicable exchange ticket. 

Multiple and Non-Refundable Tickets

What is the exchange process on multiple tickets when only one coupon remains open?

When more than one ticket has open coupons, the system will treat the booking as a split ticket. Split tickets are not currently supported. When only one of the multiple tickets has open coupons, the system will use this ticket as the primary active ticket for exchange and treat the booking as a single ticket. The system will send a request using the open coupons only as an exchange ticket to derive new flight results.

Can a non-refundable ticket be changed for a non-refundable ticket post-ticketing and before the start of a trip?

Yes. Since the user has a non-refundable ticket and will be purchasing another non-refundable ticket, the system will force the application and exchange of the unused ticket.

Can a non-refundable ticket be changed for a refundable ticket post-ticketing and before the start of a trip?

If the user has a non-refundable ticket and wants to exchange for a refundable ticket, the system will only allow the exchange of the unused ticket if the site is enabled to allow an exchange of a non-refundable ticket to a refundable ticket. When setting the display configuration (as described in "Changing the Display Configuration" in Configuring Automated Ticket Exchange for a Site), you can set the following:

  • Allow users to exchange a non-refundable ticket for a refundable ticket: Choose Yes or No.
  • Allow users to exchange a refundable ticket for a refundable ticket: Choose Yes or No.
  • Allow users to exchange a refundable ticket for a non-refundable ticket: Choose Yes or No.

Interline and Split Ticket Itineraries

Can interline itineraries be changed?

Yes. The system will send an ITA query to each of the airlines associated with each flight coupon. Based on the ITA response, the user will be presented with a validated set of flight options.

Can split ticket itineraries be changed?

No. When the user has two (2) or more active tickets in a trip, they are blocked from changing the flights online.

Can the user change only the departure or return flights when a split ticket is issued?

If a user has a split ticket, the system will offer only the option to change the departure flight or the return flight, not the entire trip in a single transaction. The system will match the applicable Electronic Ticket Record (ETR) to the corresponding flight leg selected for change. Once the user makes a new flight selection, the system will set up the exchange in the GDS for fulfillment.

Note: The system must be able to match each ETR to the corresponding flight leg in the GDS. The system will match open coupons to the booked flights segments. If the system can't match the ETR to the corresponding flight segment, the user will not have the option to change the flights.

Other Types of Itineraries

Can an eTicket be changed when an unused ticket was used to purchase the new ticket?

When the ticket has an exchange ticket as part of the original form of payment, the system will allow the GDS exchange service to determine the applicability of the ticket exchange on the new itinerary. The system will process the exchange where allowed, and update the endorsement box in accordance with the fare rules. If the exchange is not allowed, a message appears informing the user that a new ticket is required. The user can either proceed with the purchase of a new ticket, or contact the agency for assistance with the exchange.

Can paper-ticket itineraries be changed online?

No. Paper tickets can't be changed online. A message appears informing the user to contact the agency for assistance with the exchange.

Can users exchange a Southwest Direct Access (SDA) itinerary?

Yes. Users can change their departure, return, or all SDA flight segments online. Once the user selects a flight solution and selects to purchase the new itinerary, the system will send a change request to SDA for only the modified flight legs. For more information about SDA, see Southwest Direct Access (SDA) Frequently Asked Questions (FAQs).

Can an Instant Purchase carrier ticket be changed?

No. Instant Purchase carrier tickets can't be changed online. A message appears informing the user to contact the agency or airline for assistance.

Can a multi-passenger itinerary be changed?

No. A message appears informing the user to contact the agency or airline for assistance.

Can users exchange a TravelFusion-sourced itinerary?

No. A message appears informing the user to contact the agency or airline for assistance.

Can uses exchange a multi-city itinerary?

No. A message appears informing the user to contact the agency or airline for assistance.

Creating New Bookings

Can a new booking use an unused ticket when multiple tickets were issued and only one (1) coupon remains open?

Yes. The system will attempt to read the state of each ticket associated with the trip, and flag the primary active ticket as validated. Based on the state of the active ticket, the user will be allowed to change or cancel the flights.

Can a new booking use an unused ticket when multiple tickets were issued and more than one (1) coupon remains open?

No. The system will attempt to read the state of each ticket associated with the trip, and if more than one (1) is still in an active state (with open coupons), the system will block online changes to flights. The user will have the option to cancel the trip or add other services.

Can a new booking use an offline-originated unused ticket?

Yes. Based on the current flag on the ticket as non-validated, the system will attempt to call the GDS for the eTicket image. Once the eTicket image is obtained, the system will send a historical fare lookup call to derive the fare rules for the unused ticket. The system will then flag the unused ticket with readable eTicket images as validated.

Enabling and Configuring ATE

Do I need to contact Deem before I can enable ATE for my sites?

Yes. Enter a support case to start the process. See Entering a Support Case for instructions.

Is a contract addendum necessary to enable ATE?

Yes, a brief addendum to your contract will be necessary.

Is additional information added to the system-generated PNR exchange documentation?

No. In advance of the ATE implementation, Deem will provide the agency with baseline PNR scripts for ATE. During the implementation phase, these scripts will be reviewed and modified (as needed) to accommodate basic format requirements.

Are there changes to the Display Configuration for the site?

Yes. You can allow changes to offline-originated transactions, allow and define the threshold for fare forfeiture. See Configuring Automated Ticket Exchange for a Site for details. 

Is it possible to add a remark when the ATE is successful, but not add the remark when ATE is not used?

Yes. Remarks can be tailored to document when the exchange was successful or not.

Does Deem document the number of times the ATE exchange is successfully completed?

No. Deem does not keep a running list of ATE activity. It is suggested a remark be added with a timestamp for each successful instance.

Can a UDID be added when Deem determines an exchange is eligible for ATE?

A UDID can be added when ATE activity occurs that includes the following scenarios: success, failure or opt out.

Can a UDID be added when Deem determines an exchange is not eligible for ATE?

Yes. A UDID can be added when the ATE attempt fails.

How does Deem document the low-fare remark for ATE?

Existing change/exchange low-fare scripts are taken into consideration. Agencies can provide their requirements to Deem during the implementation phase.

Is there a new queue condition to check for ATE success/failure?

No. Conditional JavaScript scripts can be written to evaluate the success/failure of the ATE PNR.

Will the system add the Phase IV and FP line information?

No, the system will add the PQR, but will not force anything in the record.