Objective

The global COVID-19 pandemic caused widespread travel disruption, leaving a government customer with a significant volume of unused tickets on hold. With a complex, high-volume travel program spanning multiple government agencies, the customer sought a cost-effective, streamlined solution to maximise the value of unused tickets and avoid forfeiting travel credits. Their preferred airline offered two options: retain future flight credits or pursue an airline rebate (cash refund).

CTM was engaged to help assess which approach would deliver the greatest financial return.

Given the scale and complexity of the program, CTM supported the customer in navigating several key considerations:

• The limitations of future flight credits, including fare class restrictions, the inability to access negotiated rates, and unavailable booking classes
• Managing multiple forms of payment and refund allocations across agency departments, cost centres, and individual travellers
• Reallocating credits from agencies that had since merged or disbanded
• Aligning diverse stakeholder preferences regarding the communication and handling of credits and rebates
• Securing approval for centralised messaging to ensure a consistent and coordinated rollout across all participating agencies
• Auditing and validating a large volume of airline credits in partnership with the carrier to confirm eligibility and expiry timelines

Solutions

CTM conducted a thorough analysis of the two solutions offered by the airline, and it was determined that the airline rebate would provide the best financial outcome for the customer.

The customer received a full cash rebate with no reissue fees, additional fare collection, or administrative burden. A key benefit of this solution was that travel bookers did not require extra training or time coordinating the use of credits.

CTM provided full project management support, overseeing both the airline and the customer’s expectations. Multiple meetings were facilitated by CTM between the customer and the airline to maintain clear communication throughout.

CTM audited the ticket credits, collaborated with the airline to confirm the most accurate credit value, and enhanced the airline’s final dataset with improved reporting. Additionally, CTM managed the entire reconciliation process on behalf of the customer.

Outcome

Together with CTM, the customer secured the maximum refund amount with no loss of credit, delivered a clear communication strategy supported by a tailored FAQ guide for agencies, and implemented a seamless refund process that directed funds to the preferred recipient—whether at agency, department, cost centre, or individual traveller level—minimising internal administration.