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Case Study: Ticket Credit Usage

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CTM has been the travel management provider for this client since 2018. They are Australia’s leading telecommunications company. The client had $800,000 worth of ticket credits on hold; half of these ($400,000) were “COVID credits” issued for canceled travel during the pandemic. In January 2023, the associated airline issued a directive that “COVID credits” were due to expire at the end of March 2023.

Read on to find out more.

Client

Telecommunications Client

Industry

Telecommunications

Focus

Ticket Credit Usage

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Objective

Ensure all airline ticket credits were fully utilized before expiry, avoiding cost leakage and maintaining clear stakeholder visibility throughout the process.

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Solutions

CTM implemented a structured credit management process, reviewing all bookings against available credits and providing regular reporting to the client.

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Outcome

The client fully utilized $400k in COVID credits plus an additional $100k in remaining credits, achieving significant savings with complete visibility and control.

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Objective

CTM was tasked with a specialist project to ensure the credits were utilized by the client before the expiry date and no cost leakage occurred. It was important that regular communication was maintained to keep the client’s procurement team updated on progress.

Solutions

CTM’s lead consultant for the client stepped up to personally manage the monitoring and reissue of every domestic online booking received. The Account Manager shared a detailed overview of the process with CTM consultants to ensure no booking, offline or online, was missed. Each new booking was reviewed against available ticket credits to apply the most suitable credit and maximize savings.

Weekly reporting was also established with the client’s procurement team to track credit usage and identify opportunities to increase uptake.

Outcome

By March 31, 2023, the client had successfully utilized the full $400,000 in COVID ticket credits plus an additional $100,000 in remaining credits. Through a proactive approach to credit allocation, CTM delivered significant cost savings while managing a high volume of bookings. Regular communication ensured full visibility and alignment for key stakeholders throughout the project.

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Proactively managed airline credits to ensure full utilization before expiry.

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Tracking and reporting to monitor credit usage across all bookings.

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Fully utilized $400K in COVID credits plus $100K in additional credits.

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