To download above documents:

• Click on desired document to open it. Then, click on the cloud symbol in the top right corner of your screen to download, save, or print.

Introduction

Unused ticket upload provides clients with the ability to manage their unused tickets.

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 return to an available status if the same ticket is uploaded.

  • If the used ticket was previously marked pending exchange, it is not included in the new upload file for that specific user, and it will be removed from the user’s unused tickets.                   

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

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

  • If uploading at the site level, you must create an Unused Ticket upload for each client.

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

• Your site may be set up for Automatic Ticket Exchange (ATE). If ATE is available, you do not need to upload unused tickets because Deem validates if there is an unused ticket for your clients automatically. See:

  • Configuring and setting up ATE

  • FAQ - ATE

• Deem can mark tickets as not eligible for exchange if the online process fails.  Enter a support case to request help, and include the site name, user name, and ticket information.

Validating Unused Tickets

There are three 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.

Notes:  

• A ticket will not be evaluated for the unused ticket bank if the original PNR has not been fully completed.

• If a PNR has air and hotel segments, and the user cancels the air segment, the unused ticket is not evaluated until the hotel segment is used or canceled.

Validated versus Non-Validated Tickets

Rules for Booking New Reservations

Rules apply when booking new reservations online:

• There are three 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 display reminds users they have an unused ticket that can be applied to their new trip.

  • On the 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 can result in an even exchange or additional collection. Validated unused tickets are supported for these carriers only: American (AA), Alaska (AS), Delta (DL), Frontier (F9), United (UA), US Airways (US), and Southwest SDA only (WN).

• Non-validated unused tickets are offered on any single carrier, non-refundable itineraries that cab 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 are in policy compared to other carriers. 

• 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.

Create an Upload

To create an upload:

1. Select the Profiles tab.

   Open

   

2. Select Download Templates.

   Open

   

3. In the Unused Ticket Upload section, select Download Template with Instructions (Excel) to download UnusedTicketUploadTemplateInstructions.xls. This file contains a template, instructions, and database values.

4. Use the key and examples on the Description tab in the Excel file to complete the template.

Note: The template and key files are also attached to this article.

Upload for Individual Client Site or Superdomain

You can upload to an individual client site or to a superdomain.

Upload to Client Site

To upload to a client site.

1. Access client’s site.

2. Select the Profiles tab.

3. Select Schedule Unused Ticket Upload.

Schedule Options

4. Select the Schedule arrow to select schedule interval

5. Select the Start Date to begin the upload schedule.

6. Select the Time for the Deem vault to pick up file

7. In Duration, select No End Date.

Job Options

8. In Job Description, Enter the Site ID.

9. In Job Completion Email, enter any email addresses that will receive the job completion email.  If there is more than one recipient, separate with a comma.

File Options

10. In Secured FTP, enter the SFTP destination for automatic unused ticket feeds provided by Deem.
    Note: If you do not already have an SFTP set up with Deem, open a case with Deem Support.

    • Provide Deem with your unused ticket vault at a site level, company name, and Site ID.

    • Deem will set up a vault and provide a password to establish the connection between the Deem SFTP vault and your system used for the unused ticket feed (for example, Magnatech).

11. In Remote File/File Name Pattern, enter the file name in this format: ID_$yyyy$mm$dd.csv. For example, malissademo-deem_20220921.csv.
    Note: You will need to ensure that the file itself has the same naming convention.  

12. Select Submit.

Upload to Superdomain

Open case with Deem Support to request a vault set up. Deem will provide a password to the vault to create a connection between Deem and the system used to upload the unused tickets.

Third-Party Upload Systems

Magnatech

Unused validated tickets are added to the database by providing the following items to Magnatech:

• SiteID

• UserName criteria

• Data to be included in the upload or removed from upload:

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

  • MCO (Miscellaneous Charge Orders)

  • Unused tickets without a full ticket number

• Vault information:

  • Location/Name

  • Password