CLM handles any missing airline accrual transaction by allowing a customer to request a retro claim. It is possible to configure the period in which such a request may be back-dated in relation to the flight departure date, by defining:
Minimum number of days (e.g. 14) that must have passed since the departure date before a retro claim may be requested
Maximum number of days (e.g. 180) after the departure date, by which a retro claim must be requested
CLM is able to accept and store airline accrual transactions (for flights and SSRs) without the loyalty number. Such transactions are used for the automatic retro verification process.
If an airline is unable to provide non-member transactions for any reason, the CLM can export retro requests in as a batch file and import a response batch file.
Online integration with a flight data source is also possible, but it is subject to implementation integration within a specific project.
If the automatic retro verification process is unsuccessful for a configured number of retro processing cycles (e.g. three), the retro claim needs to be handled manually by contact center agents who can either accept or reject it (providing an appropriate reason for any rejection).