FAQs (for TMCs and Admins)

Owned by My Phung (Deactivated)
Last updated: May 13, 2024 by Termilla Williams
5 min read

Q. What can you expect during the migration process?

Summarized expected behavior if user happens to be mid-session based on New Deem Migration Path – 

Classic Deem migrating to Leading with Classic and toggle to New Deem 

  1. As soon as user goes to next page in the existing session user will still be on Classic Deem but will see the toggle to New Deem 

  2. Session will NOT drop 

Classic Deem migrating to Leading with New Deem with toggle to Classic Deem 

  1. As soon as user goes to next page in the existing session user will still be on Classic Deem but will see the toggle to New Deem 

  2. Session will NOT drop 

  3. Once user logs out and logs back in, the user will be on New Deem, with toggle to Classic Deem 

Classic Deem migration to New Deem Only 

  1. User will see the toggle to New Deem during existing session 

  2. Session could possibly drop 

  3. Once user logs out and logs back in, the user will be on New Deem only 

  4. NO access to Classic Deem moving forward - (Note: The classic Deem sign-on page is still available, however, once logged in, users cannot go back to classic pages to book or manage trips)

Q. When will travelers need to toggle back to Classic Deem? (for sites with Classic Deem toggle enabled)

A. Travelers need to toggle back to Classic Deem for the following:

  • US/CA rail

  • Open enrollment: need the toggle

  • Multiple travelers booking (if enabled on site): need the toggle

Q. Will Dynamic Site Messaging (DSM) work the same as they did before? 

A. Yes, DSM works the same as before. New Deem web experience will support images, banners, and links. Admins will be able to use HTML to customize DSMs, but will not be able to change text colors and font size. Only basic HTML will be supported (italics, bold, hyperlinks).

Q. Will we need to change any of the toggles/settings in the partner dashboard? 

A. No, there is no need to make any changes in the partner dashboard? 

Q. Can I turn the New Deem toggle on/off for my customer sites? 

A. No, please open a support ticket to request for the toggle to be enabled. 

Q. Can I turn on the New Deem toggle on for a few test users instead of the entire site?

A. No, we can only enable the toggle for an entire site. 

Q. Will unused tickets work the same on New Deem?

A. Yes, unused tickets work exactly the same. 

Q. Will the functionality change for pre-trip approval, cost allocation, or any added services?

A. No, these features will all work the same as they did on Classic Deem. 

Q. Are there training videos for clients?

A. Yes, training videos are available here.

Q. Is Ask Deem or the Help link available on New Deem?

A. Ask Deem is not available on New Deem. Travelers can click on Support for help articles. 

Q. Does Delegate Booking work the same way as it does in New Deem?

A. Yes, Delegate Booking is available on New Deem and works the same way as it did on Classic Deem. 

Q. Does Guest Booking work the same way as it does in New Deem?

A. Yes, Guest Booking is available on New Deem and works the same way as it did on Classic Deem. 

Q. Can I update profiles in New Deem? 

A. Yes, profiles can be updated in New Deem.

Q. What is the new shopping cart experience? 

A. The shopping cart holds your reservation while you continue to shop around on the site. You will see a countdown showing you how much time you have left before the items in your shopping cart expire. You can go back to your shopping cart when you’re ready to check out. 

Q. Does Hold Trip work on New Deem? 

A. Yes, Hold Trip is available on New Deem.

Q. Does Share Trip work on New Deem?

A. Share Trip is not available at this time. However, travelers can share their whole trip or each individual element from the trip details screen. 

Q. Will the seat map automatically pop up like it does on Mobile?

A. Seat map will not be automatically opened after fare selection. Travelers can open seat map from Flight search results or Review Trip page.

Q. When can we start to turn this on for our customers?

A. To request for the toggle to be enabled for your customer, please submit a ticket on support.deem.com.

Q. What are the key benefits of the new desktop? 

A. New Deem brings new features and functionality designed to improve travel for everyone:

  • EcoCheck helps identify greener travel choices

  • More accessibility options to help improve travel for everyone

  • Responsive web pages with improved performance

Q. Can travelers pin a seat?

A. In New Deem travelers can view seat map in flight search results and then select a seat from Review Trip page.

Q. Will New Deem be available for Deem Go customers?

A. Yes, Deem Go will be available to customers.

Q. Can travelers still SSO on mobile and desktop?

A. Yes, travelers can use SSO for mobile and desktop.

Q. If I use the Impersonation feature from the Deem Dashboard, will my flight search be displayed to the traveler as one of their recent searches?

A. Yes, your flight search will be displayed to the traveler in recent searches.

Q. Where can travelers find their e-ticket receipt or ticket number for past trips?

A. Travelers can locate their trip totals on the trip details page. e-ticket numbers are currently available for upcoming trips (past trips coming soon).

Q. How do I turn my existing site URL into a New Deem URL?

A. You need to manually append “/app/explore” to the end of your existing site. For example: mysite.deem.com = mysite.deem.com/app/explore.

Q. What happens if I do not manually change the URL?

A. Travelers can still use the Classic Deem URL. If you are leading with New Deem or have New Deem only, regardless of the URL (Classic Deem or New Deem), travelers will only land on New Deem home page.

Q. Will the hotel dates auto-align for extra early or late flights?

A. Travelers will need to manually update their hotel reservation to align to extra early or late flights. 

Q. Does New Deem have filters for connecting airports and different cabin class options?

A. New Deem does not have filters for connecting airports and different cabin class options. Travelers can locate those options on the search results page.

Q. Can travelers add notifications and emergency contact in the checkout flow?

A. Travelers can add notification preferences and emergency contacts in their profile settings. 

Q. Does New Deem support non-US time and date formats?

A. New Deem only supports US time and date format at this time

Q. Are Custom fields available in the Trip Details page?

A. Custom fields for the Trip Details page are coming soon.

Q. Are translations supported in the new desktop experience?

A. Translations are not yet supported and are coming soon.

Q. Can we use New Deem for open enrollment?

A. For Open Enrollment, travelers must use the Classic Deem sign in page and will be redirected to the New Deem homepage after signing in.

  1. After creating an account, travelers will receive an email.

  2. The email redirects traveler to the Classic Deem sign in page.

  3. Once logged in, traveler will be redirected to New Deem.