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(February, 2021)

As we approach the anniversary of the Covid-19 travel impacts, this is also a time when some of your traveler’s unused tickets are nearing expiration as they were booked prior to the airlines offering fee waivers and extensions.

This edition of TI Insights provides reminders of how we support your unused ticket needs, to ensure the information is readily available, and most importantly, actionable.

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The early months of 2020 was business as usual, and your travelers were traveling as customary. However, on March 13, travel came to an abrupt halt and all tickets with the exception of essential travel were being cancelled.

Airlines cancelled their routes and commenced applying various waivers and expiration extensions for tickets.  Great news for most of your travel spend, but as each airline had a different policy, not all tickets would apply, and it became difficult to know which tickets would be extended, and which would not.


TI immediately responded by creating a new Open Ticket Report that provides access to all open tickets, and can be filtered by either Issue Date or Expiration Date.

The Open Ticket Report outlines the expiration date, estimated value of the ticket, if it is for an active traveler profile and if any of the credits have been partially used. These details allow you to identify if there is a potential opportunity for a name change in order to utilize the ticket for an employee who is traveling, or if the amount set to expire will likely be forfeited.

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Travel Incorporated has many options to ensure the highest cost recovery for unused tickets.  We have outlined not only the processes, but also options for your consideration:

  • Automating Quality Control for Online Bookings As part of our quality control processes, we validate if any unused tickets are eligible for reissue prior to ticketing. The traveler does not need to select the unused ticket when booking on line – if one is eligible, we automatically pull it and reissue it prior to ticketing.
  • Call In – Complicated Credits:  Credits resulting from partially used tickets, previously exchanged tickets, or credits resulting from a residual fare difference (known as MCOs), can be more complicated to apply.  If travelers have these types of credits, it is best to call a consultant on their next booking to ensure every opportunity is uncovered to reuse the credit.  TI’s open ticket report includes data points to identify these types of credits.  We recommend reviewing the report on a recurring basis, and communicating with travelers whose credits will expire soon. If the traveler owning the credit won’t be traveling before expiration, or the credit belongs to a non-profiled traveler, contact your account manager to discuss options to reuse those credits prior to expiration.
  • Unused Ticket Notification Service: This service helps communicate the expiring credit details directly to your profiled travelers through an automated push notification service.  This service can be set for either a 60-day advance notification, 90-day notification, or both.

It is important you have easy access to the information available to you. Our account managers are here to help.

Travel Incorporated has provided a Covid Hub which includes significant information for you and your traveler’s education and information. This includes helpful links to data, testing and reentry requirements, as well as practical tools to support your revised policies and Duty of Care program.  
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