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Department of Defense | Defense Human Resources Activity

DTS Reservation Process Guide

December 06, 2023

GUIDE

V2.4

Guide: DTS Reservation Process    December 06, 2023 
     
Defense Travel Management Office     1  travel.dod.mil 
 
Table of Contents 
Chapter 1: Introduction ......................................................................................................... 3 
Chapter 2: Important Concepts ............................................................................................ 4 
1 Passenger Name Record and Global Distribution System ........................................................ 6 
2 Ticketing Date ......................................................................................................................... 10 
Chapter 3: DTS and TMC Reservation Process ................................................................ 14 
1 Traveler Selects First Reservation .......................................................................................... 14 
2 Traveler Alters Reservations ................................................................................................... 15 
3 Traveler Completes Authorization ........................................................................................... 15 
4 TMC Receives the Reservation Request ................................................................................ 15 
5 TMC Books the Reservations .................................................................................................. 15 
6 AO Approves Travel ................................................................................................................ 16 
7 TMC Issues Tickets ................................................................................................................. 16 
Chapter 4: Best Practices ................................................................................................... 19 
1 Traveler ................................................................................................................................... 19 
1.1 Verify Traveler Profile ...................................................................................................... 20 
1.1 Travel Readiness ............................................................................................................ 21 
2 Clerk and NDEA ...................................................................................................................... 23 
3 Authorizing Official .................................................................................................................. 24 
4 Defense Travel Administrator .................................................................................................. 24 
Chapter 5: Travel Circumstances, Problems and Solutions ............................................ 27 
1 Document Stuck at CTO Submit ............................................................................................. 27 
2 Seats Not Available ................................................................................................................. 27 
3 Duplicate Bookings .................................................................................................................. 28 
4 PNR Concerns ........................................................................................................................ 29 
5 Over-claiming Reimbursement for Reservations ..................................................................... 30 
6 Churning .................................................................................................................................. 32 
7 Reservation Auto Cancellation ................................................................................................ 33 
7.7 DTS Email Notifications for Cancellations ....................................................................... 34 
8 Lodging Cancellations ............................................................................................................. 34 
9 Use of Restricted Airfares ....................................................................................................... 36 
Chapter 6: Support Resources ........................................................................................... 40 
Appendix A: Acronyms ....................................................................................................... 43 
 

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Revision History

Revision

Date

Authorization

Change Description

Page, Section

1.6

01/04/19

DTMO

Updated screen shots

Section 2.2

1.7

04/05/19

DTMO

Screenshots and wording

changes

Sections 2.1,

3.1 & 3.7

1.8

06/09/20

DTMO

Screenshots and wording

changes

Sections 2, 3 &

2.0

02/25/22

DTMO

Rebranding Conversion

General review

Screenshots and additional

information

Throughout

Chapters 1-6

2.1

12/29/22

DTMO

Updated Key Notes section

Update Traveler actions

Chapter 2

Chapter 4

2.2

01/26/23

DTMO

Add Create Date and Trip

Duration requirements

Section 4.1

2.3

07/31/23

DTMO

General review

Minor formatting

Throughout

2.4

12/06/23

DTMO

General review

Updated Review

Reservations screen shots

and wording

Updated Dashboard screen

shot

Updated DTS Report screen

shot

Updated Airfare screen shot

Updated section 5.5

Updated section 5.7

Added new section 5.7.7

Updated Chapter 6

Throughout

Pages 8-13

Page 20

Page 25

Page 28

Pages 30-32

Pages 33-34

Page 34

Pages 40-42

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Chapter 1: Introduction 
Per the Joint Travel Regulations (JTR)  par. 010201-A, a traveler is anyone who travelers on official business for 
DoD. Unlike personal travel, there are specific rules and limitations (JTR, par. 010201-A, par. 010201-B, and par. 
010201-C) for a Government mission. For Temporary Duty (TDY) and local travel (JTR, par. 010205), DoD 
travelers and AOs must use the Defense Travel System (DTS) which is programmed to support JTR travel 
compliance including Pre-Audit flags and Reason Codes requiring justifications, when outside the defined 
parameters. When DTS is available, the JTR, par. 010205 states, “A traveler must use the DTS to the maximum 
extent possible to arrange all en route transportation, rental cars, commercial lodging, and government 
quarters”. DTS and the servicing Travel Management Company (TMC) (JTR, par. 010201-C) together ensure the 
moving of official DoD travelers from point A to point B. Clear communication between the DTS users and the 
TMC is imperative to obtain properly booked reservations and ticket issuance timely to meet mission. This guide 
addresses the DTS reservation process and the TMC, provides some best practice suggestions, trouble shooting 
and typical solutions for travel circumstances. The content targets travelers, Authorizing Officials (AOs), and 
Defense Travel Administrators (DTAs), but is useful for anyone who wants to learn about DTS and the TMC.  
For the rest of this guide, “you” refers to the person engaged in communications with the TMC, and processing 
DTS documents with reservations, regardless of your actual role in DTS – e.g., traveler, clerk, NDEA, AO, or DTA. 
You must know your local policies regarding contacting the TMC. Not all organizations allow their users direct 
access to the TMC. Instead, some organizations prefer to have all TMC contact go through a Lead DTA or a local 
help desk. Do not contact the TMC directly, if doing so would contradict your local policy. When uncertain, 
contact your Component for direction. 
To support official travel, here are some of the essential resources and companion programs: 
•  Defense Travel System (DTS): Manages TDY and local travel. 
•  GSA City Pair Program (CPP): Provides discounted air passenger transportation services to federal 
government travelers. 
•  Integrated Lodging Program (ILP): Ensures DoD travelers on official travel have safe, quality lodging at 
costs well below the maximum per diem limits.  
•  U.S Government Rental Car Agreement (Number 4): Governs the rental of vehicles by military 
members, and employees of the Federal Government while in official travel status when authorized. 
•  Travel Explorer (TraX): Provides access to online training, knowledge search for common questions, and 
help ticket submissions through the DTMO Passport portal. 
•   Travel Assistance Center (TAC): Provides help desk services to all DTS users. 
•  DTS Guide 2: Authorizations: Provides the complete steps including illustrations to process a DTS 
authorization. 
•  DTS Guide 3: Vouchers: Provides the complete steps including illustrations to process a DTS voucher 
from an approved authorization. 
•  Trifold: Create an Authorization: Outlines the key actions for creating an authorization. 
•  Trifold: Create a Voucher: Outlines the key actions for creating a voucher. 
On the Defense Travel Management Office (DTMO) website, you can access Travel Programs, the JTR and other 
Policy & Regulations, Training resources, and much more.   

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Chapter 2: Important Concepts

There are a few fundamental steps to processing an authorization for official travel, although your organization

may require additional actions based upon the specific trip (e.g., foreign travel). The standard process begins

when a Component (JTR, par. 010104-A) needs to send someone on official travel (JTR, par. 010202).

Here is what you need to know:

• You create the DTS authorization, establish the framework or trip itinerary (TDY location, purpose,

travel dates, and the mode of travel [air, rail, rental car, or POV]).

• Based upon mission, you make the necessary reservations (e.g., air or rail, hotel, rental car) creating

the Passenger Name Record (PNR). Note: An IBA or CBA is required to make air or rail reservations

within DTS. See Section 3.1: Traveler Selects First Reservation.

• After selecting the reservations, entering expenses, attaching supporting records, then the DTS

document must be SIGNED to begin the routing process. Once you sign it, the trip updates to CTO

SUBMIT.

• Documents containing reservations must go to the TMC first before any other step on the routing list.

The TMC receives the request, takes appropriate action (i.e., performs QC, reviews comments, and

books reservations) and places the PNR on the outbound queue back to DTS. See Section 2.1:

Passenger Name Record and Global Distribution System. The document updates to CTO BOOKED

before going to your routing officials. The traveler receives an email from the TMC (reservations) and

from DTS (document status). Note: Always review your document (TMC Comments) and emails after

TMC action.

• If you adjust your DTS document to change your reservations (before approval), the PNR updates.

Don’t forget to stamp the document SIGNED, so the PNR is available for the TMC to take action. See

Section 3.2: Traveler Alters Reservations. If needed, you can select Request TMC Assistance option to

ask for help in modifying your reservations. In Chapter 3, we will go more in-depth on making

reservations. For more details on using the Request TMC Assistance option, see the DTS Guide 2:

Authorizations.

• Although your organization may have additional routing steps, the last stamping action is APPROVED.

Your AO should review your document and if within mission requirements approve the trip timely. For

approved documents containing reservations, the TMC typically tickets three business days prior to

travel. Note: There are some exceptions for early ticketing, such as LLA flights or restricted fares.

• After AO approval to make reservation changes, you may need to amend the document depending

upon a few significant factors: your departure date, if your tickets are already issued, and local business

processes. Note: Contact your Lead DTA for support, if you are within three business days of departure

and require reservation/ticketing changes.

Key Note 1: In DTS to make air and rail reservations requires an IBA or CBA. The traveler’s profile must be

configured properly with the appropriate designation (i.e., Gov’t Charge Card Holder set to Yes for IBA use and

the Advance Authorization set to CARD HOLDER) along with completing the other data fields. If the traveler

can’t obtain an IBA and your organization determines use of a CBA is necessary, then the traveler’s profile must

be configured to reflect Gov’t Charge Card Holder set to No for IBA use and Advance Authorization field setup

per your local business rules. In addition to modifying a traveler’s profile, the organization must request a DTS

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CBA account using the CBA Load Worksheet available on the DTMO website. Once the CBA is associated to the

DTS organization, then the traveler can make air or rail reservations for travel. The CBA Specialist will work with

the organization and traveler to reconcile the CBA invoices using the CBA Reconciliation Tool. If you want to

learn more about the CBA recon process, see the CBA Reconciliation Manual.

Key Note 2: The electronic reservation’s process should always start in DTS, flow to the TMC, and back to DTS. If

you contact the TMC directly and make reservations outside of DTS (non-DTS PNR), then those items are not

available to view in DTS. You will need to manage those reservations carefully, provide the supporting

documentation, ensure you claim the costs accurately in DTS, and always follow your local business rules.

Key Note 3: If a user can’t locate a reservation (e.g., flight, rail, rental car, or hotel) to support mission, DTS

provides the Request TMC Assistance option, so you can convey your exact reservation needs – be clear. The

TMC can provide additional help by searching the Global Distributions System (GDS), (see Section 2.1) for

solutions or if there is no availability, provide comments back in the traveler’s document.

Key Note 4: The TMC itinerary and ticketing invoice contain the TMC’s contact information, business hours, and

after hours’ support. Travelers should keep both TMC emails in case on-travel changes are necessary and for

voucher processing.

Key Note 5: If DTS is unavailable due to a system outage (should be a rare occurrence), the TMC is readily

available to support reservation and ticketing needs, if the traveler provides the necessary information and AO

grants travel approval. Be sure to follow your local business rules when directly contacting the servicing TMC.

When it comes the reservation piece for travel, the TMC serves a vital role for additional travel assistance,

booking and ticketing, on-travel changes, reservation cancellations, and ticket refunds. It is important to point

out that there is a significant difference between DTS and the TMC terminology regarding reservations. DTS uses

unique system terms, see Table 2-1. The TMC uses standard commercial terms, see Table 2-1. Although the TMC

accesses the PNR to process reservations (per contractual requirements), they do not have access to DTS. How

the TMC views the information is quite different from what a user sees in DTS.

To help clarify, Table 2-1 contains some examples of the linguistic differences between DTS and the TMC. When

communicating with your TMC, you should always try to use terms the agent understands.

Table 2-1

TMC TERMINOLOGY VS. DTS TERMINOLOGY

The DTS Term …

… and the

TMC Term …

… Both Mean …

CTO SUBMIT

(stamp)*

Inbound or

TMC Queue

The TMC received the traveler’s reservation requests

for electronic quality control and verification.

CTO BOOKED

(stamp)

Outbound or

Polling Queue

The TMC finished the electronic quality control check

and verified that the traveler’s requested reservations

were successfully booked.

CTO TICKETED

(stamp)

Ticketing

Queue

The TMC issued electronic tickets for air reservations.

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CANCELLED

(stamp)

Cancellation

Queue

The trip has been cancelled, and the TMC removed all

requests and booked reservations.

VOCO, last-minute

travel

Urgent Queue

The Commanding Officer authorized the trip with little

notice and with no supporting paperwork.

DTS/TMC

Confirmation ID

PNR** Locator

The alphanumeric code used to identify the file

containing the traveler’s requests and reservations.

Send PNR***

Sweep PNR***

The process that recognizes that DTS and the TMC are

alternately able to access the PNR.

*DTS occasionally refers to the TMC as a Commercial Travel Office (CTO)

**Passenger name record – more on this in Section 2.1.

*** Despite what this sounds like, the PNR doesn’t actually get sent or swept. See Section 2.1 for more

information.

In the next sections, we go into more detail for processing reservations. You can find more about document

processing details in the DTS Guide 2: Authorizations.

2.1 Passenger Name Record and Global Distribution System

All electronic communication between DTS and the TMC takes place through an electronic record called the

“Passenger Name Record” (PNR). The PNR contains all the relevant information about the traveler’s reservation

requests and resides permanently in the TMC’s database, which is known as a “Global Distribution System”

(GDS).

A Global Distribution System (GDS) is a computerized reservation network used as a single point of live

availability access to reserve airline seats, hotel rooms, rental cars, and other travel related items by travel

agents, online reservation sites, and large corporations.

The GDS’s DTS interfaces with are AA = SABRE and TW = Woldspan. Which GDS your organization uses depends

upon the servicing TMC and contract specifications. In DTS, under DTA Maintenance Tool, Organization(s) you

can view the TMC or CTO specific data; GDS, Pseudo City Code (PCC), Ticketing Pseudo City Code (TPCC) and

Company Code information (Figure 2-1). The data is viewable from the Search Results screen and within the

organization by selecting the Update button.

Figure 2-1: DTS Organizations (Search Results) Screen

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These essential data elements work together to ensure the PNR flows to the proper TMC for booking and

ticketing of reservations. During a site’s initial setup or during a reorganization the DTMO establishes the TMC

information in the DTS Organization table. The formatted data does not require changes unless indicated by the

DTMO (e.g., TMC contractual swamp or a DTS programming modification). Note: TMC or CTO data within DTS

should never be altered by a DTA. Contact the DTMO for assistance.

Travelers and those supporting travel documents can also view the GDS information by selecting the “i” or

information icon next to a traveler’s name (Figure 2-2). If you don’t see any GDS or PCC data reflected within the

window, contact the DTA for assistance.

Figure 2-2: Traveler Lookup Information Icon

The PNR is created when a traveler selects their first reservation in DTS. The PNR updates every time the

reservation information changes – for example, when a traveler selects a new reservation, changes an existing

reservation, or when the TMC adds ticket information.

DTS and the TMC don’t interact directly with each other, but each can access the PNR to update or access

information about reservations or requests as necessary. In DTS after you sign the document, the Digital

Signature page updates with CTO Submit (when you have reservations), and the document is “view only”. Figure

2-3 shows the “sweeping” or “sending” PNR action. After the TMC performs Quality Control (QC) checks, works

any Request TMC Assistance actions, and places the PNR on the outbound queue, in DTS the Digital Signature

page updates to CTO BOOKED. The document is editable and routing continues (based upon the predetermined

routing list).

Figure 2-3: Interaction between DTS, TMC and GDS/PNR

The booking and ticketing reservation process can go smoothly if the TMC has the necessary information to

support the request. Typical information in the PNR includes, but is not limited to:

• Pertinent DTS profile information such as the traveler’s name and contact information

• The traveler’s projected itinerary

• Requested reservations and estimated costs

DTS

GDS w/

PNR

TMC

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• The method of payment is typically one of the following:

o Traveler’s Government Travel Charge Card (GTCC) – IBA (supports all reservations)

o Unit’s Centrally Billed Account (CBA) information – CBA (air and rail only)

• Additional information the traveler provided (e.g., a TMC assistance request in DTS)

The PNR does NOT contain information such as:

• DTS screen names or formats

• DTS on-screen tools or entry fields

• People on the routing list

• Miscellaneous reimbursable expenses

• Additional Authorizations (e.g., leave)

• Justifications to the AO

• Document history, including comments to the AO

A sample PNR format is as shown in Table 2-2. Remember this is how a TMC views the reservation information

within their system of record. You will probably never see it. We only include it to give you a general idea of data

in a PNR.

Note: The table is only an example. Your TMC’s actual PNR format (i.e., within the Global Distribution System

[GDS]) may be configured differently. If you have any questions regarding your servicing TMC or the terms of the

contract, contact your Component.

Table 2-2

PNR INFORMATION

MEANING

1.1TRAVELER/JOE

Traveler’s name

1 UA1107Y 06MAR IADSAT HK1 600A 830A/ E

Outbound flight request

2 CAR ET 06MAR HK1 SAT/09MAR/CCAR/ARR-830A/RET-0230P/RG-

USD30.00 UNL DY XD22.00 UNL/BS-22972246 /RC-DTS /CF-

123456789

Rental car request

3 HHL BW HK1 DAL IN 06MAR OUT 09MAR 1NT 54847 BW /BW SAT

95.00USD/ AGT1234567/TRAVELER JOE/SI-CF-12345

Hotel request

4 UA2534 06MAR SATIAD HK1 425P 810P / E

Return flight request

W‡FLIGHT NUMBER UA2671 IAD-SAT 03/06/23

W‡SEAT PREF 20A

W‡FLIGHT NUMBER UA2670 SAT-IAD 03/09/23

W‡SEAT PREF 20C

W‡COMMENTS CTO PLEASE ASSIST WITH BOOKING

Request for TMC

assistance booking flights

X‡CAR SEGMENT ET CCAR SAT 03/06/23 - 03/09/23

Additional rental car

information

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Y‡LODGING SEGMENT 03/06/23 THRU 03/09/23

Y‡BW54847

Y‡DOUBLE BEDS NONSMOK

Additional lodging

information

Notice the special requests in the W, X, and Y lines. The TMC could overlook such requests, especially in a long

PNR. If the TMC overlooks a special request then simply contact them for support, based upon your local

business process. You should also be aware the TMC’s responsibility is not ensuring the vendor satisfies such

special requests. Instead, their role is to make sure that the vendor receives the request. Each vendor decides if

the traveler’s request is possible.

The Review Reservation Selections screen organizes your reservation information in date order, making it easy

to review all your reservations, check for missing reservations, make special requests, and more. Always check

the information for accuracy before sending the request to the TMC (CTO SUBMIT) and when the TMC returns

the PNR and DTS updates the document to CTO BOOKED.

When communicating with the TMC about your reservations, the most important piece of information is the

PNR identifier. To find it in in DTS, view the DTS authorization. On the Progress Bar select Reservations. The

Review Reservation Selections screen (Figure 2-4) opens. The DTS/TMC Confirmation ID appears in the Trip

Details.

Figure 2-4: Where to Find the PNR Locator in DTS

Providing the number to the TMC enables them to find the PNR and gain access to the traveler’s reservation

information. However, going back to the terminology listed in Table 2-1, remember that when you talk to the

TMC, you should call it the “PNR locator” or simply the “PNR”, so the TMC understands exactly what you mean.

Depending upon the type of reservations, sometimes two PNR locators appear. For example, if you have a

Southwest outbound flight and a United return flight, when you view the Review Reservation Selections, Trip

Details you will see two DTS/TMC Confirmation ID numbers. This simply means that the carriers maintain

separate records. Having two PNRs is not a problem, but you must give the TMC both numbers to prevent

mistakes that may cause the DTS document to lock.

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2.2 Ticketing Date

The tickets-are-waiting (TAW) date – a.k.a., the ticketing date – is the day the TMC is allowed to issue tickets on

booked reservations for approved travel. The TAW date is usually three business days before travel is due to

start. Of course, the organization can request early ticketing, if required by the mission.

Note: If you have Lowest Logical Airfare (LLA) or restricted airfare, the AO must approve the flights per the

airline requirements which is typically within 24 hours of booking. Failure to follow the airlines rules will result in

loss of LLA fare or restricted fare. For more on booking LLA or restricted fares in DTS, see the information paper,

Restricted Airfares Available in DTS.

DTS adds the TAW to the PNR when the AO stamps the authorization APPROVED. If the AO does not approve

the authorization, the TAW is not assigned and the TMC cannot issue tickets. This can lead to unaware travelers

showing up at the airport without tickets. Don’t let this happen.

Once the TMC tickets the reservations, an amended order or CTO AMENDMENT is created (Figure 2-5b).

Depending upon your organization’s setup, the amendment may not require reapproval. If so, DTS will reflect no

additional action required the in the Comments field.

Travelers:

1. Log into DTS and locate your trip. View the document. Check your authorization’s document history

(e.g., trip named EWFTSAMHOUSTO030623_A01) on the Digital Signature screen (Figure 2-5a):

• Look for the APPROVED stamp. It should be there at least three business days prior to travel unless,

short notice travel applies. If you don’t see the APPROVED stamp and travel is within 3 business days,

then contact your AO for action.

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Figure 2-5a: Digital Signature Page with APPROVED stamp

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2. Log into DTS and locate your trip. View the document. Check your amended authorization document

history (e.g., trip ending in A01-01) on the Digital Signature screen (Figure 2-5b):

• Look for CTO TICKETED stamp. It occurs typically three business days prior to travel with the AO

approval.

Figure 2-5B: Digital Signature Page with CTO TICKETED stamp

3. Ensure your Government Travel Charge Card (GTCC) is turned on and limits meet the mission. Note:

DTS sometimes refers to the GTCC as GOVCC.

4. Verify you receive the TMC emails for your reservations for both the itinerary and ticketing notices.

5. Contact the AO, DTA, or help desk for assistance.

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Defense Travel Administrators (DTAs)

1. Be aware of upcoming travel for your organizations. Use DTS Report Scheduler to generate reports

weekly or more often to help manage travel. See Section 4.4 for report examples such as Pending

Airline Cancellation Report and Depart Stats Report.

2. You may need view details in the authorization or document history (Figure 2-5) on the Digital

Signature screen to identify why the document is not ticketed.

3. Reach out to the AO when trips are pending approval.

4. Reach out to the TMC if the trip is approved, but not ticketed.

5. Submit a TAC ticket for documents stuck at CTO SUBMIT and over 24 hours.

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Chapter 3: DTS and TMC Reservation Process

This section expands even more on how DTS and the TMC interact with the Passenger Name Record (PNR),

actions taken in DTS and by the TMC, and how information is communicated regarding the PNR. Table 3-1 shows

the primary steps involved in making reservations in DTS, through a TMC.

As explained previously, DTS and the TMC both access the GDS (where the PNR is stored) to obtain, record, or

update information during the reservations process. This type of access by alternate entities is known as

“sending” or “sweeping” the PNR, although the DTS document doesn’t actually go anywhere.

Table 3-1

STEP

ACTION

EFFECT ON PNR

DTS STAMP

EMAIL?

Traveler selects first reservation

Created

None

Traveler alters a reservation

Updated

None

Traveler completes

authorization

None

SIGNED

TMC receives reservation

requests

To TMC inbound

queue

CTO SUBMIT

TMC books reservations

To TMC outbound

queue

CTO BOOKED

Yes

AO approves travel

Updated

APPROVED

Yes

TMC issues tickets

Updated

CTO TICKETED

Yes

3.1 Traveler Selects First Reservation

Selecting the first reservation with the designated MOR (i.e., IBA for all reservation types or CBA for just air and

rail) in the DTS Reservations module creates a PNR and immediately incorporates the item. The particular

reservation is “on hold” – meaning a plane seat, hotel room, or rental car is set aside for the traveler. DTS

displays a booking message for each selected reservation (air, rental car, and lodging) with a PNR Record, six-

digit number (Figure 3-1).

Figure 3-1: Booking message in DTS

While the reservation remains on hold, no one else can select it, though it is not yet booked or ticketed. The PNR

continues to update as the traveler makes additional selections.

Since this activity takes place while the traveler is still creating the authorization, DTS does not apply any stamps,

and neither the TMC nor DTS send any emails.

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3.2 Traveler Alters Reservations

“Altering” the reservations can mean selecting more reservations, cancelling existing reservations, replacing

reservations with others, and more. The actions all occur in the DTS Reservations module, so they behave

almost exactly like the reservations discussed in Section 3.1 above. Altering can create a reservation that is

placed on hold or remove the hold on an existing reservation. Each alteration updates the PNR.

The PNR may update quite a few times while the traveler goes through the process of building the authorization

and during subsequent trip planning.

3.3 Traveler Completes Authorization

After finalizing the reservations and entering all other necessary information, the traveler must apply the

SIGNED stamp to complete the authorization. The SIGNED stamp triggers DTS to start electronically routing the

document to the travel experts on the routing list. If the authorization includes reservations, the first stop is the

TMC.

Note: If the traveler makes any reservation changes between SIGNED and the trip start date, they must re-sign

the authorization to send the updated PNR back to the TMC.

3.4 TMC Receives the Reservation Request

For authorizations including reservation requests, applying the SIGNED stamp triggers several actions:

• The PNR is swept to the TMC’s “inbound queue”

• DTS applies the CTO SUBMIT stamp

• The document becomes temporarily “view-only” in DTS

When the authorization arrives in the inbound queue, the TMC performs an electronic quality control check of

the reservation requests. Some TMC contracts also allow the TMC to conduct a check for alternate flights, if the

traveler’s request includes flights that are not Government contracted airfares. Note: Recommend checking with

your Component for specific TMC contract requirements.

3.5 TMC Books the Reservations

Typically, within one business day, the TMC books the reservations, including any special requests within the

PNR. At this point, the traveler has guaranteed reservations, though the TMC has neither charged the traveler

nor issued tickets. The act of booking reservations causes several steps to occur automatically:

• The PNR is swept to the TMC’s outbound queue

• The document once again becomes editable DTS

• DTS applies the CTO BOOKED stamp

• The TMC sends the traveler an email that includes the trip itinerary

• DTS sends the traveler an email that includes:

o The trip itinerary

o Comments from the TMC

o The document’s current status – CTO BOOKED and actively routing

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o Instructions on how to access the document in DTS

The traveler should log into DTS and carefully review the reservation information updated in DTS, verifying

returned details match the reservation submission, specifically check:

• The carrier, flight number, dates, and times.

• The hotel dates and any special requests.

• The rental car dates and any special needs.

• Check for TMC comments and contact the agent when necessary.

3.6 AO Approves Travel

The last person in the local routing process is always the AO. In DTS, the AO approval triggers several actions

automatically:

• Update the PNR to attach the tickets-are-waiting (TAW) date

• Apply the APPROVED stamp

• Send the traveler an email with the document’s new status – APPROVED

The traveler should closely monitor their trip for AO approval and reservation ticketing. If within three business

days of departure and the traveler has not received an email from the TMC for issued tickets or an update to

reservations (hotel and/or rental car only), then the most likely reason for the omission of the TMC email is lack

of document approval. Note: For short notice travel with 48 hours or same day, approval and ticketing must

occur much sooner or the airlines will release the flights. The traveler should:

• Access their Authorization and verify the status.

o If AO approval is pending, contact their supervisor to take appropriate approval action.

o If AO approval occurred, contact the TMC to check ticketing status.

o If there are concerns about the document routing, contact DTA for document review support.

• Not depart for travel until approval and reservation ticketing confirmed.

3.7 TMC Issues Tickets

Typically, the TMC issues electronic tickets three days prior to travel, unless the mission demands paper tickets,

the organization has requested early ticketing, or short notice travel applies. There can be a few reasons why

the TMC can’t issue a ticket such as:

• The PNR contains an invalid or inactivated GTCC.

• The PNR is missing the required Transportation Security Administration (TSA) data.

• The reservations were changed in DTS, but the document was not stamped SIGNED to send the

modifications to the TMC.

• AO didn’t stamp the document APPROVED for the changed reservations.

If the TMC can’t ticket the reservations:

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• For invalid GTCC or missing TSA data, the TMC will typically return the PNR and provide comments back

to the traveler (Comments From Travel Agent) available on the Review Authorization screen when a

problem occurs.

o The DTS document reflects CTO BOOKED instead of the expected CTO TICKETED stamp on

the Digital Signature page.

• For changed reservations but document not APPROVED, the TMC may return the PNR.

o The DTS document reflects CTO BOOKED instead of the expected CTO TICKETED stamp on

the Digital Signature page.

o The TMC may send the traveler an email (depending upon the TMC contract).

The traveler:

• For a GTCC issue, contact the APC and ensure the GTCC is on and activated. Then contact the TMC with

the valid card number and expiration date.

• For TSA missing data, contact the TMC and provide the valid information.

• If the trip is not SIGNED, then stamp it. Ensure the AO stamps the trip APPROVED. Monitor your

document and email for TMC notifications.

When the TMC does issue the ticket, several actions occur:

• The TMC updates the PNR with ticket information and applicable fees.

• The traveler’s GTCC or the unit’s CBA is debited.

• DTS updates the authorization with the new PNR information.

• DTS applies CTO TICKETED stamp (see Figure 3-2) to the amended order.

• DTS sends the traveler an email that includes:

o Basic itinerary information

o TMC comments

o The document’s current status – CTO TICKETED

• The TMC sends the traveler an email that contains:

o The payment invoice

o A more complete version of the itinerary

o The ticket numbers and costs

o After-hours emergency contact information

o Additional information may be included

With an approved and ticketed trip, the traveler may proceed to the airport and travel. Note: Retain the TMC

email for vouchering purposes.

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Figure 3-2: : Digital Signature Page with CTO TICKETED stamp

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Chapter 4: Best Practices

Travelers, Clerks, NDEAs, AOs and DTAs can positively influence the travel experience. Here are some best

practice travel suggestions to follow based upon each DTS role.

4.1 Traveler

Travelers must adhere to trip creation date and the trip duration rules. These specifications apply to all DTS

document types to reduce the possible invalid reservation selections (e.g., selections made in the next FY before

airlines post flights) and incorrect per diem calculations (e.g., documents crossing multiple FYs and per diem

changes). These processing rules include:

• Authorizations and vouchers can’t exceed the maximum trip length of one year from the trip start date.

• Imported authorizations along with vouchers can’t exceed the maximum trip length of one year from

the trip start date.

• Authorizations may not be created greater than 6 months in advance of the trip.

• Imported authorizations may not be created greater than 6 months in advance of the trip.

Advance planning can provide a better choice of flight and hotel selections, especially if you are traveling close

to a holiday or during a special event, work out any details or additional requirements for travel, and obtain

travel approval timely. When processing travel documents, follow the JTR (e.g., air, hotel, and rental car

reservations, expenses), provide required documentation, and justify Pre-Audit flags and Reason Codes.

For CONUS travel, suggest starting the authorization at least 2 to 3 weeks out, unless your local business rules

don’t allow. For OCONUS travel recommend creating your trip at least 4 to 6 weeks in advance of departure as

there may be limited flights to your location or hotel availability. Pay close attention to cancellation rules for

overseas hotel vendors (view the details). Allow extra time to complete foreign travel requirements (e.g.,

briefings, medical checks). Inquire about any foreign clearance requirements for your TDY and timelines for

completion.

Even with the best planning, circumstances can arise where you must travel on short notice. If this occurs,

contact your DTA if you need assistance, reach out to the AO to verify availability for short notice approval, and

follow your local business rules.

Before starting your authorization:

1. Identify:

• TDY location (where you conduct business, not where you sleep), trip dates, travel mode, trip purpose

etc.

• Reservation needs - projected expenses, airline, hotel requirements (e.g., masks) and rental car

• Passport or other identification requirements

• Foreign Travel Requirements, if applicable

• Key POC contact data (e.g., DTA, AO, APC, TMC) for assistance

2. Contact APC:

• Payment type

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o IBA status – If using the IBA have the APC verify the GTCC or IBA is open, active and the limit

meets the mission.

o CBA – If using the CBA have the APC verify the CBA is available follow the internal business

process for CBA use.

4.1.1 Verify Traveler Profile

Log into DTS and begin on the DTS Dashboard. Note: If you are logging in for the first time or it has been at least

60 days since your last logon, DTS may prompt you to verify your profile. Ensuring a profile contains valid data

before document creation can reduce reservation or payment problems due to incorrect GTCC, EFT, or other

information.

Here is how you check your profile:

1. Select your arrow by your name.

2. Select My Profile (Figure 4-1). Note: You can also update the GTCC information within a document by

selecting Review Profile (Figure 4-2). Note: The TMC cannot issue tickets, if your GTCC number or

expiration date is invalid or when your TSA information is missing for the reservation record.

Figure 4-1: My Profile Option

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Figure 4-2: Personal (Profile) Information

3. Verify or update your contact information in your DTS profile; work email and phone number (Figure 4-

2).

4. Verify or update the TSA Secure Flight information in your DTS profile (Figure 4-2). Note: Each time you

select flights, DTS provides you the opportunity to verify or change the TSA information. Make sure

what is listed in DTS is what ID you will use for the reservations. The name for the reservation must

match form of identification for issuing tickets. The traveler’s date of birth is also required. Per airline

rules, the TMC cannot issue tickets without the required information.

5. Verify or update GTCC data.

6. Verify or update EFT data.

7. When you finish the profile updates, be sure to Save the changes.

4.1.1 Travel Readiness

1. Create the authorization based upon mission needs being sure to:

• Enter in the required information necessary for travel (e.g., reservations, expenses, supporting

records).

• Justify any Pre-Audit flags and Reason Codes when applicable.

• SIGN the trip to begin routing.

2. Once you submit your document for processing:

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• Closely monitor the trip. Check your document status in DTS at least weekly to ensure it is routing in a

timely manner.

3. Review TMC comments for reservation information in DTS. Select Review Authorization from the

Progress Bar, and once the page loads, under Trip Details locate the CTO Comments. An example might

be, Comments From Travel Agent; Air Comments: CTO BOOKED-PLS REVIEW SEGMENT DATES AND

TIMES. Contact the TMC if the agent requests your attention.

• For request pre-travel reservation changes – prior to 3-business days of travel and when reservations

are not ticketed, generally you use the DTS Reservations Module and not contact the TMC. Contacting

the TMC directly when you could use DTS, may cause you to incur extra cost for assistance. If unsure,

contact your DTA for assistance.

4. If you incur a problem in DTS, contact the DTA, local help desk or TAC for support. The TMC cannot see

your DTS document to assist you.

5. Monitor your work email for DTS and TMC notifications. Note: Travelers typically receive 2 TMC emails;

one for itinerary, and one for the invoice (i.e., GTCC billed). The TMC ticketing occurs 3 business day

prior to travel (unless advance ticketing is necessary), if you don’t receive the TMC Invoice email, then

contact your AO and DTA for assistance.

6. Obtain trip approval and ticketing prior to departure. You can verify APPROVED on the authorization

and CTO TICKETED on the amended authorization on the Digital Signature Page (Figure 4-3).

• Depending upon the organization’s setup, the AO may not have to re-approve the amended

authorization when the TMC tickets the reservations. If re-approval is not required then DTS provides

comments to alert the user.

Figure 4-3: CTO Ticketed Stamp

7. Be diligent. Don’t hesitate to ask for help (e.g., document sitting at CTO Submit well over 24 hours or

document stamped APPROVED, but not CTO TICKETED and you need to depart with 1 to 2 days).

• Start with your DTA, AO, and local Help Desk first.

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• If needed, elevate to the Travel Assistance Center (TAC). Note: Before contacting the TAC, be aware of

your local policies on this matter. Some organizations have rules about who is authorized to contact

the TAC.

• If the authorization is APPROVED and no reservation changes occurred, but the CTO Amendment does

not reflect CTO TICKETED action and instead displays CTO BOOKED, you may need contact the TMC for

assistance. There could a problem with the GTCC data, missing TSA data, or no flight availability.

• Remember, don’t leave for the airport without first receiving AO approval and tickets.

For your actual trip:

1. Bring your resources with you; TMC contact information and after hours’ support, DTA and Helpdesk

contact information, your GTCC, passport (if required), proper identification for carrier and to access

your TDY location, and your reservation details (i.e., ticketing receipt/itinerary) in case you need to

make changes. Note: If you make changes to your reservations be sure to keep all your receipts, and

documents for refunds and cancellations.

2. Know what to do and who to contact if you trip gets delayed or you must return earlier than planned.

• Do not hesitate to contact the TMC when:

o An emergency or mission requirement demands short-notice travel (aka, “verbal orders of

the Commanding Officer [VOCO])

o Changes are required while official travel is in progress

o You need to return any unused paper tickets

4.2 Clerk and NDEA

Clerks and NDEAs can process authorizations on behalf of a traveler. You may start the authorization well

advance of travel, but not greater than six months from trip start date and you cannot create a trip greater than

365 days.

Begin on the DTS Dashboard to access Traveler Lookup.

1. On the Traveler Lookup screen, Search for the traveler and your screen updates to Managing Trips for:

Traveler Name. Note: If you can’t locate the traveler, contact the DTA to verify the traveler is in your

group and you have the proper group access.

2. Create the authorization, add dates, locations, book reservations, and enter expenses per mission.

3. Check the DTS profile (work email, GTCC) and contact the traveler, DTA or APC if GTCC is missing or the

card requires activation, and increased limits to support the mission.

4. Be sure to SIGN the document to start the routing process.

5. Ensure the document reflects the CTO Booked and CTO Ticketed actions as appropriate.

6. Ensure the document reflects APPROVED within timelines. Note: Contact the AO to act if you notice a

lengthy delay in approval.

7. Contact the traveler to verify they receive the DTS and TMC emails. Note: Remind the traveler to take

the reservations/receipt information (TMC contact information) with them.

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8.  Remind the traveler to retain all required receipts and receipts for changes to the reservations. 
9.  Contact the DTA if you need assistance. 
Note: Clerks only assist with document creation and signing of authorization and voucher creation. A NDEA can 
create and sign an authorization and create and stamp a voucher (T-ENTERED) on behalf of traveler. You can 
learn more about documents in the DTS Guide 2: Authorizations and vouchers in the  DTS Guide 3: Vouchers. 
4.3 Authorizing Official 
AOs are responsible for ensuring all travel follows the DoD travel regulations per the JTR. The AO acts as a 
Certifying Officer for DTS documents and is the individual who controls the mission, authorizes the trip, and 
allocates funds for TDY travel.  
Begin on the DTS Dashboard to access Trips Awaiting Action (Route and Review) queue. 
The Trips Awaiting Action screen allows the AO to monitor documents and act at least one time per day or 
when they know travel approval is necessary. When reviewing trips ensure: 
1.  Review documents timely especially short notice travel or documents containing Lowest Logical Airfare 
(LLA) or restricted fares requiring a quick turnaround. Note: Airlines will cancel reservations for 
documents not approved within their timeline specifications. This could be same day trips or ones 
containing LLA. Once the reservations cancel, you will not be able to approve those trips in DTS and 
new orders are required. 
2.  Documents meet travel compliance requirements (e.g., GSA City Pairs, U.S Government Rental Car 
Agreement (Number 4), Integrated Lodging Program (ILP) selected when required or a valid justification 
for non-use of (ILP). 
3.  Documents only contain the necessary cost allowable by the JTR. 
4.  Supporting records are attached. 
5.  Proper justification for Pre-Audit flags and Reason Codes to support the mission. 
Note: If a document is missing information (e.g., no return flight) or is non-compliant, the best practice is for the 
AO to return the document to the traveler for correction and re-submission.  
4.4 Defense Travel Administrator 
DTAs fulfill an essential role as they manage travel for their organization. You have administrative access in the 
DTA Maintenance Tool (e.g., routing list, profiles, etc.), Report Scheduler, and document access with Traveler 
Lookup which enables you to actively support travel in DTS. Proactivity can help avoid many travel problems. 
Travel documents: 
1.  Request travelers review and update their profile for GTCC, work email, phone numbers necessary for 
reservation processing, at least annually or when changes apply. 
2.  Work with travelers when they have document and reservation questions (see Chapter 5). 
3.  Work with the TMC regarding reservations. 
4.  Work with the APC or CPM regarding the travelers GTCCs. 

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5. Monitor documents for AO approval and encourage timely document approval.

6. Elevate stuck CTO SUBMIT (well over 24 hours) problem using TraX, Help Desk ticket (see Section 5.1).

Reports: Run them at least weekly. Begin on the DTS Dashboard, select Administration.

1. When the Admin page opens, select Report Scheduler. The Reports Homepage appears.

2. From the Reports Homepage, select Request New Report. DTS provides a listing of available reports.

The below reports should help manage the upcoming travel and identify potential problems (Figure 4-

4):

• The Routing Status report identifies all documents currently in routing, along with their status,

awaiting status, and the amount of time they have been waiting.

• The Pending Airline Cancellation report identifies all documents with flights that are stamped CTO

BOOKED, but not APPROVED. You can limit this search by a number of hours before the trip start time

to spot documents for imminent trips.

• The Depart Status report identifies all documents for upcoming travel with the current and awaiting

status. When the TA number column is blank, then the AO has not approved the document.

Figure 4-4: Report Scheduler Screen

1. When a document is identified as not approved, contact the AO to review and if compliant with policy,

approve the authorization.

• If the trip is short notice or contains restricted fares, the airlines will cancel the flight if the approval is

not timely.

2. Reach out to the TMC, if the AO has approved the document, but the TMC has not ticketed the

reservations.

3. Reach out to the TAC if the document is stuck and not routing properly.

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4. If the TMC contacts you because the traveler’s GTCC declined, contact your APC/CPM for assistance in

determining why the card declined.

Note: DTAs can learn more about DTS Reports in the DTA Manual, Chapter 10.

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Chapter 5: Travel Circumstances, Problems and Solutions

Sometimes things don’t quite go as planned or you incur new situations, which may require research or

elevation to resolve, these conditions can include:

• Document Stuck at CTO SUBMIT

• Seats Not Available

• Passenger Name Record (PNR)

• Duplicate Bookings

• Lodging Cancellations

• Over-Claiming Reimbursement for Reservations

• Churning

• Reservation Auto-Cancellation

• Restricted Fares

Let’s take a more thorough look at some of common situations and what you can do to avoid them or fix them

as quickly as possible.

5.1 Document Stuck at CTO Submit

A document properly routing should change status from CTO SUBMIT to CTO BOOKED in about 24 hours or one

business day. If the document status remains at CTO SUBMIT for more than 24 hours, then you can consider the

document “stuck” and should seek assistance. Note: Some documents may contain more than one PNR.

Different carriers may have specific processing rules and don’t combine their reservation information with other

carriers. For example, you have one segment of the trip booked with Southwest and another part booked with

Delta, then you will have 2 PNRs for this trip. If this is the case, the TMC must queue back both PNRs for the DTS

document to update.

There are many reasons a document may remain at CTO SUBMIT. Some are due TMC issues and others are a

result of DTS problems. Either way, contacting the TAC should provide insight to the problem, as the TAC has

access to DTS and the TMC system.

Travelers should NOT call the TAC about a CTO SUBMIT status until at least 24 hours have passed. You need to

allow the TMC ample time to process the PNR. For example, if you sign a trip with reservations on Friday, then it

is not considered stuck until COB Monday.

5.2 Seats Not Available

Occasionally DTS displays a seat map with no selectable seats. One contributing factor to this situation is the fact

that most airlines offer seat selection on a “first come, first served” basis and demand is high. If you don’t see an

available seat, you don’t need to be overly concerned. If the flight appears in DTS for you to select, then at least

one seat is available. Every airline restricts a certain number of seats from pre-flight selection.

Some common pre-flight selection restrictions are:

• Emergency row seats

• Seats reserved for frequent flyers

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• Seats reserved for people who purchase tickets at the airport

The combination of pre-flight seat restrictions and high traveler demand can make pre-flight seat assignments

difficult to obtain. However, the airline can confirm a flight reservation even without a specific seat assignment.

In order to increase your odds of getting your seat of choice, try to:

• Book as early as possible – booking early increases your chances of getting a reserved seat.

• Use the DTS seat selector, if available, to find an available seat then call the airline to reserve it. Be

advised – the airline may charge a fee for this service; that fee is not reimbursable.

• Join the airline’s frequent flyer program. Doing so will allow you to take advantage of seats reserved for

that class of traveler.

• Take advantage of early online check-in. You can usually select a seat when you check in.

• Check in early at the airport early on travel day – arriving early increases your odds of getting the seat

of your choice.

Note: Please be aware that selecting your seat number is not a guarantee, as the airlines controls the seats, and

it is subject to change.

5.3 Duplicate Bookings

Never make duplicate air bookings. Airlines do not allow travelers to hold multiple reservations to the same

destination on the same day. Sometimes travelers re-book flights hoping to get a better price or book flights on

multiple routes as a backup in case of flight cancellation. To some, such actions may seem like prudent planning,

but to the airlines, the traveler is tying up a seat they can’t use and the airlines can’t sell.

Restrictions against duplicate bookings apply even if you make the reservations in different travel classes or by

different methods, such as booking online then calling the TMC or the airline. The restriction even applies if the

bookings are on different flights.

Duplicate bookings waste time and money. When you make duplicate bookings, the airline will:

• Cancel all your reservations. You must re-book the cancelled reservations – and you may find that your

preferred flights are no longer available.

• Fine the TMC. In most cases, the TMC will pass responsibility for paying the fine to the DoD Component

that made the duplicate booking.

Of course, duplicate booking is not strictly an airline issue. Other travel and transportation (bus, rail, hotel)

vendors have similar rules:

• Many transportation vendors charge for all booked tickets, whether you actually use the seat or not.

• Most lodging providers charge a “no show” fee for the first night of the duplicate booking before

cancelling any remaining nights.

Remember that DTS is a “book as you go” system, meaning that a reservation is held as soon as you select it. It is

booked before you sign the authorization or the AO approves it, though DTS will cancel those reservations if you

don’t sign the trip or the AO doesn’t approve the document in time (see Section 5.6 for more information on the

DTS auto-cancellation process). In other words, creating duplicate authorizations may well lead to duplicate

reservations as well. Unless the TAC instructs you to do so, never create duplicate authorizations in DTS:

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• Never use DTS to as a practice or estimation tool; only use the system to create real travel documents.

Use practice tools, such as the Enterprise Web Training System (EWTS)*, or trip estimation tools, like

the Trip Tools module in TraX, for training/estimation purposes.

• If you need to replace one reservation with another, do so in DTS whenever possible. Just make sure

you remove the reservation you don’t need first before adding the new one. If you need to replace the

entire authorization for any reason, cancel all reservations on the old authorization before creating the

new document.

* EWTS is a robust DTS simulator that provides DTS training in a threat-free environment. You can use EWTS

without making any real reservations. For more information on how to access and use EWTS, attend the

distance learning class, D205, EWTS Setup and Application.

To prevent duplicate bookings in a single authorization:

• Never ask the TMC to make reservations that already exist in DTS. If you call the TMC to replace

reservations made in DTS, let the TMC know about them, so they do not make duplicate reservations

by accident.

• Of course, the reverse is also true: never book reservations in DTS if you already have arrangements

outside DTS (e.g., through the TMC or calling a provider directly).

• When creating a new DTS authorization, on any reservation screen in the Reservations module (Figure

5-1), select Skip this <type> booking in the upper right corner.

Figure 5-1: Sample Reservation Screen in the Reservations Module

For more information about documents, take the DTS (Basic) - DTS Travel Documents (DTS 101) WBT (web-

based training) available through TraX or see the DTS Guide 2: Authorizations.

5.4 PNR Concerns

As outlined in Section 2.1, the PNR or the DTS/TMC Confirmation ID appears in the Trip Details in the

document. If you have questions, first try the Lead DTA and if confirmed there is a problem elevate to the TAC.

For PNR questions which can’t be resolved through the TAC, the next step is to contact the TMC. Remember to

provide the PNR to the TMC and if your document has more than one PNR, provide it the TMC as well. Note: You

may incur a higher fee by contacting the TMC directly. Here are some valid reasons TMC intervention is

necessary.

• Fixing issues with the fares

o Storing a Valid Airfare

o Storing a Manual Airfare

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o Fixing an Unconfirmed Segment

o Removing an Airline Ticketing Accounting (PAC) line

• Working a Request for Assistance

• Issuing tickets early

• Making or changing existing reservations while on travel

• Making, changing, canceling Southwest Flights

• Refunding a ticket

5.5 Over-claiming Reimbursement for Reservations

When you make reservations in DTS, the system automatically incorporates them into the travel cost estimate,

so you don’t need to manually enter the reservation data under Expenses. When you create the voucher, DTS

automatically copies the cost into the document and you can update the information based upon actual costs. If

your reservations are in DTS and you manually enter the same reservation under Expenses, then have duplicate

entry. Doing so will result in duplicate payments and will probably leave you owing money to the Government.

If you must enter reservation information manually, here is how to claim the costs for reservations purchased

outside DTS as follows:

1. To enter air, bus, rail, or rental car costs in the Expenses module. Access it by selecting Expenses from

the Progress Bar.

• On the Enter Expenses screen, select Add (Figure 5-3, Indicator 1). The Add New window opens (Figure

5-2).

Figure 5-2: Add New Screen

• On the Add New screen Choose Ticketed Expenses to claim an Airline Ticket, Bus Ticket, or Train

Ticket. Enter the mandatory fields as displayed on the screen. Select Add to save the entry (Figure 5-3,

Indicator 2). The information appears under Enter Expenses.

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• Choose Transportation Expenses to claim a Rental Car. Note: There are three rental car expense types

from which you can choose: -Terminal, To/From TDY, or at TDY Area. Enter the mandatory fields as

displayed on the screen. Select Add to save the entry. Note: This expense is not shown in the screen

shot below.

Figure 5-3: Enter Expenses Screen

2. Enter a lodging cost in the Per Diem module (Figure 5-4). Access Per Diem on the Progress Bar or select

Lodging expense to use options (3-dots icon) for quick access to Edit Per Diem (Figure 5-3, Indicator 3).

• Once on the Review Per Diem Amounts screen, select Adjust Per Diem Amounts to make changes

(Figure 5-4). You can make changes to single days using options (3-dots icon) to choose Edit (Figure 5-

4). Remember to manually adjust Per Diem, if you will make or already made reservations through

some means besides DTS. After making changes be sure to save the information.

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Figure 5-4: DTS Per Diem Module – Update Lodging Costs

For more information on updating the Per Diem table in a document, access TraX and take WBT class such as

DTS (Basics) – About DTS or DTS (Basics) – DTS Travel Documents (DTS 101) or review the DTS Guide 2:

Authorizations available on the DTMO website.

5.6 Churning

“Churning” – that is, repeatedly creating and canceling reservations – is another practice that costs DoD money.

Like duplicate bookings, the airline industry prohibits churning because it ties up seat inventory. As with

duplicate bookings, the airline can fine the TMC that allows churning to occur. In most cases, the TMC passes

responsibility for payment to the DoD component that is churning the inventory.

See Section 5.3 for more information on two more situations that lead to churning:

• Using DTS to research flight costs or travel schedules

• Creating authorizations in DTS for practice

To avoid the situation, know your travel schedule before starting the authorization, select the required

reservations one time, and sign your trip timely to avoid auto-cancellation rules.

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5.7 Reservation Auto Cancellation

Under the GSA City Pair Program contract, the airlines instituted the auto-cancel policy to avoid seats being held

and not used. To support the requirement, DTS informs the traveler or document creator of the cancellation

rules and what will happen if appropriate action does not occur within a specified time frame.

To prevent prospective DoD travelers from holding reservations that they aren’t going to use, reservations are

automatically cancelled when certain criteria aren’t met.

Note 1: When you leave the Reservations module, DTS warns you that if you do not sign your authorization

within 24 hours, your reservations automatically cancel (Figure 5-5a) when your trip is further than 3 business

days from departure. You must acknowledge this warning to proceed.

Figure 5-5a: Cancellation Warning Message

Note 2: When you leave the Reservations module, DTS warns you that if you do not sign your authorization

within 12 hours, your reservations automatically cancel (Figure 5-5b) when your trip within 1 business days of

departure. You must acknowledge this warning to proceed.

Figure 5-5b: Cancellation Warning Message

Note 3: On the Digital Signature page, at the bottom, DTS posts a warning that if your document is NOT

approved or ticketed within 72 hours prior to departure, air reservations will be cancelled. When the booked

reservations are within 72 hours of departure, approval is required within 24 hours (Figure 5-5c).

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Figure 5-5c: Cancellation Warning Message

If your reservations cancel, then you will need to re-create all the cancelled reservations in a new document. If

you create the same reservations before cancellation occurs, then this is called “churning,” a poor business

practice that is covered in Section 5.5. To prevent the system cancelling reservations, all you need to do is simply

sign the authorization within 24 hours.

• If a trip remains un-ticketed 72 hours* before the scheduled departure time, the airline may cancel all

flight reservations in order to sell them to someone who is able to travel. Most such cancellations occur

because the AO did not stamp the authorization APPROVED or because the document is stuck at CTO

SUBMIT (see Section 5.2 for more on stuck at CTO SUBMIT and Section 2.2 for how to check whether

the TMC has ticketed the flight).

After signing your document, regularly checking the status for progress and the AO approving the trip timely can

minimize the risk of reservations being cancelled by the airlines.

*Applies to reservations made more than 72 hours before departure time. Each airline sets its own policy for

cancellation timing of reservations made less than 72 hours before departure time. See the information paper

on the 72-Hour Air Reservation Auto Cancellation.

For more information on the GSA City Pair Program, see the GSA website.

5.7.7 DTS Email Notifications for Cancellations

There are times when some or all of reservations require cancellation. Depending upon the document status,

the traveler will follow the required cancellation process. DTS provides an email to the traveler or document

creator when the reservations are cancelled and when the AO stamps the trip CANCELLED.

If there is a situation where the flight has not been auto-cancelled due to unconfirmed segments on the active

portion of the Sabre PNR, DTS will provide an email notification to the traveler or document creator so they can

make corrections with the TMC.

• The email will display details for each unconfirmed segment and if there are multiple unconfirmed

segments for the PNR, the email will display details for each segment.

• If there are multiple PNRs for the document, the email will display details for all unconfirmed segment

for each PNR.

• If the unconfirmed segment is part of a connecting flight, the email will display details only for the

unconfirmed segment.

5.8 Lodging Cancellations

DTS provides the vendor details such as address, contact information, hotel website, and their policy for

cancelling a reservation to name a few. You can use the Details drop-down for more information about a

particular hotel prior to booking in DTS. The Policy subtab lists information about the property, including the

Cancellation Policy (Figure 5-6).

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Figure 5-6: Hotel Policy Screen

Some lodging cancellation policies refer to the Rate Rules.

• Navigate to the rate page (by hitting the “Select” button) and then selecting “Room Details” (Figure 5-

7).

Figure 5-7: Room Details Option

• If the Cancellation Policy is still vague or unclear, suggest reaching out to the property prior to booking

the hotel and have the vendor clarify their cancellation penalties or requirements.

• Unless mission requires, you can opt to select and book a different hotel.

Even with the best planning, sometimes you must cancel your hotel. Check the status of your document. If

within 24 to 48 hours of departure and you need to cancel the lodging reservation, then hotel cancellation rules

can apply.

• Contact the hotel to verify if a cancellation or no-show fee (short notice cancellation) is applicable.

• Obtain the hotel receipt for the expense.

• Navigate to the DTS Reservations module and select the link to cancel the hotel. A Confirm

Cancellation message appears. Select Yes, Cancel Reservation. Note: Do not remove the unsigned

authorization if the hotel imposes a fee.

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• Enter the fee manually under Expenses. The fee is reimbursable, but only if you show that you took all

reasonable actions to avoid it.

• Ensure that a hotel cancellation number appears in the Lodging Cancellation History section of the

Review Reservation Selections screen (Figure 5-8).

Figure 5-8: Lodging Cancellation Number

• If the authorization is unsigned, then you should sign the trip and AO approve the document, so you

can voucher.

• If the authorization is already signed, adjust the document, sign the trip and AO approve the document,

so you can voucher.

• Create the voucher include only incurred expenses (hotel fee), attaching the supporting document, sign

the voucher and monitor for AO approval and reimbursement of incurred expense.

For more about cancelling documents with or without expenses see the information paper, Trip Cancellation

Procedures in DTS.

5.9 Use of Restricted Airfares

Using restricted airfares isn’t actually a problem per se. It is airfare that may not be fully refundable, may have

advance purchase and ticketing requirements, or may have penalties for changes and cancellations. The rules

and requirements vary by airline. If you are considering using a restricted airfare you should carefully check the

fare rules before making the reservation. It is an allowed alternative under certain conditions, but you must

adhere to the rules.

Per the JTR, to correctly take advantage of such airfares:

• The traveler must book the fare through the TMC (via DTS). The traveler must not use alternate

methods such as booking directly through the airline or by using any of the myriad online booking

services.

• If a City Pair flight is available, the AO must fill out and retain the “Restricted Airfares Checklist.” Locate

the document on the DTMO website under Joint Travel Regulations, Supplements, General section,

https://www.travel.dod.mil/Portals/119/Documents/JTR/Supplements/Restricted_Airfares_Checklist.pd

f. Using the checklist ensures the AO considers the ramifications of allowing the use of the restricted

airfare. Some of those ramifications are potential:

o Flight change or cancellation fees should the mission change

o Ticket transfer fees should the traveler change

o Minimum stay requirements or blackout dates

o Advance purchase requirements or short notice travel restrictions

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o Reservation cancellations if trips aren’t approved or if tickets aren’t purchased or used per

arbitrary timeliness requirements

o Negative impact on the DoD’s ability to negotiate lower fares based on high travel volume

It is important to point out:

• Restricted airfares can’t be applied in a blanket manner, but on an individual basis can be considered.

• For City Pair Program routes, if the contract carrier offers a lower fare, the traveler must use that

airline’s restricted fare before selecting another airline’s restricted economy or coach airfare.

• If the AO approves a restricted airfare, the funding Command, not the traveler, accepts total financial

responsibility for the restricted airline ticket if the trip is changed or canceled for any official reason.

• For restricted airfares AO should consider applicable charges and fees that may be incurred, when

determining if the savings is worth the risk that the trip will change.

The JTR directs travelers to use Government contract (aka, “City Pair”) fares, when they are available. To make it

easier to follow that directive, DTS only offers restricted airfares in non-City Pair markets. DTS allows travelers to

select restricted airfares* in the Reservations module, if all the following conditions are true:

• The trip includes only a single TDY location.

• The overall trip is not a City Pair market.

• The traveler has a Government Travel Charge Card (GTCC) or the traveler’s unit has a traditionally

reconciled (i.e., outside DTS) Centrally Billed Account (CBA).

*Note: You may also see the term “lowest logical airfare (LLA)”. This term describes the process DTS uses to

search for and display available lower fare flights.

When DTS displays restricted flights, the system highlights them in several ways:

• A large yellow box marked “Restrictions Apply” (Figure 5-9) identifies the fare as restricted, and lets you

know whether the fare is refundable.

• Select the ? icon in the yellow box to display a general warning (Figure 5-10) about selecting restricted

airfares.

• Select Fare Rules (Figure 5-11) to display the specific rules for the chosen flight. The fare rules (Figure

3) outline whether the fare is refundable or changeable, and if so, under what circumstances, the

penalty- for changing or canceling the flight after ticketing, and much more.

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Figure 5-9: Restricted (Nonrefundable) Airfare Display

Figure 5-10: Restricted (? Icon) General Warning Message

Figure 5-11: Fare Rules Screen

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If you select the restricted airfare, DTS provides you a message informing you of your selection and

considerations when choosing this flight, provides an opportunity to Cancel or Confirm Selection. Just before

booking the flight, DTS cautions you once again that the flight is restricted and tells you if the selection is

refundable or nonrefundable. Note: Once a restricted fare is selected in DTS, it CANNOT be cancelled or changed

within the DTS Reservations module.

For documents containing LLA or restricted fares, you must notify your AO for short notice approval. The airlines

will cancel flights which do not meet the ticketing requirements. If the ticketing time limit expires before the AO

approves the authorization, DTS prevents approval and requires the AO to use the RETURN FARE EXPIRED

stamp to return the document. DTS also emails you, as well as all applicable NDEAs, AOs, and Routing Officials

(ROs), when the ticketing time limit expires. After that time passes, you may not try to re-book another flight in

the same authorization. Instead, you must cancel your original authorization and create a new document.

For more on this topic and additional document requirements, see the information paper Restricted Airfares in

DTS.

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Chapter 6: Support Resources

Sometimes even if you implement preventive measures, use best practices and apply troubleshooting

techniques, there may be situations you can’t resolve. Should problems arise, there are a number of resources

to help.

• Reach out to the DTA, AO, experienced travelers, and local help desk for document questions.

• Contact your local IT for network problems.

• Search the Training Search Tool available on the DTMO website (Figure 6-1).

Figure 6-1: Training Search Tool Screen

• Take a web-based training (WBT) class available in TraX (Figure 6-2). Note: You can access TraX multiple

places from the DTMO website such as the bottom of any webpage, and from the Navigation Bar

under Training and Support topics.

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Figure 6-2: TraX Access Screen

• Search the FAQs in the Knowledge Center in Travel Explorer (TraX) for documents, references and

“how to” questions.

• Submit a TraX Help Desk ticket for TAC assistance, for DTS problems (Figure 6-3). You can also reach

the TAC by:

o Phone: 1-888-Help1Go (888-435-7146)

o DSN line (if calling from overseas): 1-888-Help1Go

o TAC Callback: Available 0800 to 1500 ET

o Live Chat: DTS Login/Profile, TraX, and CTO Submit/Reservation question

Figure 6-3: TAC Contact Screen

• Contact the Travel Management Company (TMC) for PNR problems.

• Logon the DTS Dashboard (Figure 6-4). The DTS Message Center provides inclusive alerts, system

notices, and relevant travel news for the DoD global community. Specific and specialized Component

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alerts may display under the DTS Message Center on a limited basis when an emergency or impactful

event warrants extensive communication to the Component’s organizations.

Figure 6-4: Message Center - DTS Dashboard Screen

• Contact your Component Representative for local policies and issues specific to your site.

In addition:

• Contact the Quality Assurance Evaluator (QAE) or Contracting Officer Technical Representative (COTR)

if your site communications liaison between the Government and a private contractor, such as the

TMC. If you need to verify some aspect of your TMC contract or need someone to intervene directly

with the TMC, the QAE/COTR is the one to do it. Note: Contact your local chain of command, if you

need to solicit their assistance.

You can find some information about QAEs/COTRs (Figure 6-5) on the DTMO website at

https://www.travel.dod.mil/Programs/Travel-Management-Company-Services/Quality-Assurance-

Evaluators/.

Figure 6-5: DTMO Website - QAE Information Screen

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Appendix A: Acronyms

AO Authorizing Official

APC Agency Program Coordinator

CBA Centrally Billed Account

COTR Contracting Officer Technical Representative

CPM Component Program Manager

CPP City Pair Program

CTO Commercial Travel Office (term now only used in DTS); see also TMC

DoD Department of Defense

DTA Defense Travel Administrator

DTMO Defense Travel Management Office

DTS Defense Travel System

EWTS Enterprise Web Training System

GDS Global Distribution System

GTCC Government Travel Charge Card

NDEA Non-DTS Entry Agent

LLA Lowest Logical Airfare

ILP Integrated Lodging Program

MOR Method of Reimbursement

PNR Passenger Name Record

QAE Quality Assurance Evaluator

TAC Travel Assistance Center

TAW Tickets Are Waiting

TMC Travel Management Company (formerly known as the CTO)

TraX Travel Explorer

VOCO Verbal Orders of the Commanding Officer

WBT Web-based Training