3830780 - New Concur Travel - No Cancellation Email When Trip Is Automatically Cancelled by the System or GDS

When a traveler cancels a trip themselves through the New Concur Travel interface, a cancellation confirmation email is sent automatically. However, in certain situations, a trip or booking can be cancelled automatically without any action from the traveler:

- Unticketed reservation expiry: The airline or GDS holds a booking for a limited time. If the booking is not ticketed by the deadline, the airline may cancel the reservation automatically.
- Carrier-initiated cancellation: An airline can cancel or modify a PNR directly in the GDS for operational reasons.
- Concur system reconciliation: When New Concur Travel detects that a booking in its system no longer matches the reservation held in the airline or GDS system, it automatically cancels the booking on its side to keep the records consistent.

In these scenarios, the trip is cancelled in the background by the system. No cancellation email is currently sent to the traveler.

This behavior is distinct from the Orphan Trip workflow, which handles trips that were never finalized by the user. In that workflow, a warning email is sent before cancellation occurs. The gap described here applies specifically to trips that were fully completed and confirmed, and were only cancelled afterward due to an external action by the airline, GDS, or the Concur system.

This article explains why a traveler may not receive a cancellation email when their air booking is automatically cancelled by New Concur Travel or by the airline/GDS provider after the booking was already completed. This is a known limitation affecting trips that were finalized but later cancelled outside of a user-initiated cancellation flow. , KBA , CON-CA-USP-EMA , Email Addresses , Problem