FAQ Concur Travel (Formerly called Cliqbook)

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1 FAQ Concur Travel (Formerly called Cliqbook) How do I log into Concur Travel? Go to Username: Your American Greetings address PW: Your American Greetings employee number If you wish to change your password, once signed in, click the Profile/Change Password links at the top of the screen. Follow the directions. What should I do the first time I log into Concur Travel? The first time you log into Concur Travel, you must: 1. On the top menu bar, click the Profile/Personal Information which will bring you to the top of your travel profile. 2. Complete the information and click Save along the way. 3. At the end of your profile, click SAVE again and wait until you see the Profile Saved green indicator in upper right corner. Your information will synchronize into the travel counselor s computer system as well. Your Concur Travel profile becomes your Master profile. Therefore it is important to complete all sections such as passport information even if you will not be using Concur Travel to make international reservations. Upon calling Professional Travel for an international reservation, the counselor will already have that information stored in their system. Important Notes: Disabled fields (gray) cannot be changed. If there are errors in these fields, contact Michelle Thur. Fields marked [Required] (orange) must be completed to save your profile: Middle Name or Initial to match your ID. If no middle name, check the No Middle Name box Work or Home phone number 1 address is already populated with your work address Under the TSA Secure Flight section, gender and date of birth is required Your Name and Airport Security: Please make certain that your first, middle, and last names are identical to those on the photo identification that you will be presenting at the airport. Due to increased airport security, you may be turned away at the gate if the name on your identification does not match the name on your ticket. In addition, you should ensure all your Contact Information is up to date. Complete the Travel Preference section by including all your frequent traveler program numbers which will transfer automatically into all of your reservations. Some tips: Enter frequent flyer/guest programs EXACTLY as they appear on your card, excluding spaces and dashes. Do not add any additional characters. Do not include the carrier code. If you enter a program incorrectly, you will get a profile error from the reservation system. For FAQ - Concur Travel - American Greetings Page 1 of 11

2 example, if your card is printed "AA12345" or "John Doe/12345", your program number is "12345". When entering the frequent flyer number for an airline, you can also make that airline the default airline for an Alliance program i.e. if you make Continental the default airline for the Star Alliance and fly Air Canada, your miles will be credited to your Continental mileage bank unless you designate Air Canada during that particular booking. This can be changed on the fly at the bottom of the availability screen. When entering the frequent guest numbers for hotels, use the parent chain indicator so your frequent number will apply for all brands that are part of the parent; i.e. choose All Marriotts, so your number will be transferred to Marriott, Residence, Courtyard, etc. Within the Travel Preference Section, you can add a Message to the Vendor for car and hotel preferences. During your booking, you can change this hard coded message on the fly for just that one booking rather than changing it every time in your profile. You ll note a yellow/orange box on the right window pane during your booking of car and hotel where you can overtype what is currently stored in your profile for just that particular reservation. Ensure your American Express Corporate Card is in your Concur Travel profile. You must edit this card in order to make it your default business card: Click on the pencil icon next to the credit card (right side of screen) to edit When the pop up box appears, locate the Use this card as the default card section Place check marks in the Plane Tickets, Rail Tickets, Car Rentals and Hotel Reservations boxes and CLICK SAVE. If you are a travel arranger, instruct your traveler to go to their profile, navigate to the Assistants and Travel Arranger Section towards the bottom of their profile, and add you as their assistant. If they do not see you in the list of people to select from, you might not have access to Concur Travel. To add yourself as an arranger to the list, send a request to Michelle Thur. Once your traveler adds you as their arranger, you will then have the capability to use the Arranger link from the Travel tab to easily manage all your travelers from one screen. If you have any problems or questions, contact Professional Travel s Concur Travel (Cliqbook) Help Desk: Phone: / , Help Desk - Select #3. How do I activate my mobile device within Concur Travel? Go to Profile/Mobile Registration. To log in to Concur on your mobile device, you must enter your User Name and a Mobile PIN in the spaces provided. Your PIN can include letters, numbers, and special characters such as!,$, or # but no spaces. Click Create/Update Mobile PIN. Currently Concur Travel supports Blackberry, Android, iphone and ipad. Click the Learn More links within this section of your profile to view demos and obtain further information. FAQ - Concur Travel - American Greetings Page 2 of 11

3 Is my information entered in the travel profile shared with or seen by anyone? Only you as the traveler and your designated travel arranger have access to the profile information. The travel arranger does not have access to your personal credit card information. No one has access to your number, as it is a secure site. Only the last four numbers of your credit card are shown. What credit cards are on file with Concur Travel? My recent car rental was charged to my personal card. Your American Express Corporate Card should be your Concur Travel profile. You must use your American Express Corporate Card for your air/rail, car rental and hotel reservations. When you use your American Express Corporate Card as your default card, your air ticket will be charged to this card and your hotel will be guaranteed against this card as well. For car rentals, you should check your Hertz and National/Enterprise profiles since your credit card number is stored within those profiles. Make sure the credit card numbers are the same. How do I get help for using Concur Travel? Refer to the home screen of the Travel tab. The Company Notes tab provides you with all pertinent phone numbers and addresses. What are the benefits of using Concur Travel to book my business airfare? Access to all major airline fares, displayed in an easy to read matrix, not just the specific airline fares when going to their website Professional Travel s back office system searches for and rebooks lower fares as they become available and when it makes economic sense to do so Ticket inventory which allows usage of unused ticket value toward future trips 24 hour traveler assistance by phone The ability to void a non-refundable ticket purchased on most airlines by 5:00 PM the next business day without penalty. (Note: The ability to void a ticket is governed by rules specific to each airline and the Airline Reporting Corporation. Concur Travel will display a message warning the purchaser if a ticket on a particular airline cannot be canceled.) When should I call Professional Travel vs. using Concur Travel? Concur Travel should be used to book all airline, car rental and hotel arrangements for simple, domestic flights in general. These types of bookings can then be saved as a template and launched with one click at a later date to book the same itinerary. For multi-leg, more complicated domestic trips, you may want to consider contacting your Professional Travel Team directly to assist. In addition, you can use Concur Travel for international travel, but Professional Travel advises that unless the trip is a routine, simple point to point itinerary, i.e. roundtrip Chicago to London, it is a best business practice to utilize a skilled international agent to arrange such travel. If I find a lower fare on another commercial internet site, can I book it? No you should attempt to book the itinerary using Concur Travel first since with some suppliers, Concur Travel has direct connections into the inventory. In addition, the GDS (Global Distribution Systems) companies have agreements in place with major US airlines requiring FAQ - Concur Travel - American Greetings Page 3 of 11

4 them to provide access to all their published airfares which they also make available online. American Greetings wants to be able to track all travel costs in a central database by booking outside the system, we lose the data crucial during supplier negotiations and we are unable to contact you in case of a crisis; i.e. 911, volcanic ash incident, etc. We realize that occasionally internet fares can be lower the airlines load domestic fares 3 times a day and international fares 5 times a day. These fares trade much like the stock market well over 100,000 fare changes done each day and at any given time, a lower fare could be captured in any given system at a particular moment in time. Keep in mind that many of the airline sites or other consumer sites will show fares/rates as low as a certain price, but until you actually confirm it, it may not really be available. Some factors to consider if comparison shopping and you find a lower fare/rate: Concur Travel searches for lowest fares based on a time window the American Greetings site is set to default to 2 hours before or after the departure or arrival time you have selected for each flight. Therefore, the exact same parameters must be used when comparing to public booking sites. Advise Professional Travel immediately so a price comparison can be conducted and any issues reported if necessary even waiting a few hours will render an inconclusive analysis. Screenshots of fare differences would be helpful to determine if the searching was truly an apples-to-apples comparison. If screenshots are not available, date and time when going online to external site(s) will be helpful. Be aware that some websites do not include taxes until the final purchase screen making Concur Travel fares appear higher our fares include taxes upfront. Similarly for hotels, users can enter parameters to search for hotels within a given number of miles from the search criteria; i.e., 20 miles from the airport or a particular address again the exact same parameters must be used when comparing to public booking sites. For car rentals, American Greetings carries appropriate coverage, so always decline insurance-related options on rentals within the contiguous United States and Canada. Associates renting cars outside the contiguous United States or Canada should accept the collision damage waiver insurance offered by the rental car company. Booking on a consumer site could place your company at risk since insurance is not built into those rates. Professional Travel will research your booking and try to find this lower fare within their system and book it for you. This itinerary will then synchronize back into Concur Travel after ticketing so you will have access to it for expense reporting. May I use Concur Travel for booking personal (non-business) trips? Yes. Be sure to enter a leisure card in the credit card section of your profile, so you can change to your personal credit card for that particular booking. You may also book personal/vacation travel at our Vacation Services Desk. Call / and at the prompt enter x4753. Or you can your request to FAQ - Concur Travel - American Greetings Page 4 of 11

5 How do I schedule a multi-leg flight? On the Travel page, click the Flight tab. Click Multi-Segment radio button. Enter you departure and arrival information for each segment and then click Search. Click the Add Segment link if you need more drop down boxes for additional legs of the trip. Concur Travel will first book each airline leg, then sequentially will book car/hotel for the first leg, car/hotel for the second leg, etc. This is so the arrival/departure dates/times for the car and hotel are pre-populated with flight arrival/departure times. How do I reserve a car or hotel? If you specified that you need a car and/or hotel on the Flight tab when you reserved your flight, you will see the car and hotel search results. You can then reserve your car and hotel based on those results. If you want to reserve a car or hotel without making air travel reservations, click the Car or Hotel tabs in the Trip Search area. Select the appropriate city and then search for a car or hotel. How do I search for an airport or hotel near my company locations? Professional Travel has loaded all your company locations into Concur Travel. When beginning a flight search from the Travel tab, you can click the Travel Map tab in the right window pane. When the map appears, click on Search for an Airport link. Click the Company Location radio button and begin typing the city name and/or state in the search box. Select appropriate location and click the Search button. A map with the appropriate airports by mileage from your location will appear. You can then Choose the airport from this screen. When searching for hotels from the home Travel tab, when you click the Find a Hotel box, a drop down menu appears. Click on the Company Location radio button and choose from the drop down menu. Why is the default for departure and return times on Concur Travel set at 2 hours? A 2 3 hour window is considered industry best practice. You have the ability to change the window to a longer period, up to 23 hours to increase the possibility of finding lower fares. Keep in mind that the longer the search window is, the longer the processing time while Concur Travel searches for hundreds of different possibilities. Why can t I book airline fares by segments? There are 2 methods to book airline fares by individual flight segments. From the Home Page/Travel screen, on the selection menu on the left side of the screen, you can elect via radio button to search by price or search by schedule. This allows you to pick outbound and return flights via radio buttons and then price them. Or, you can first search by price, retrieve the availability screen and then Shop by Schedule by clicking the tab. By clicking this tab, Concur Travel will present outbound and return flights. You can then price this option and compare to other options presented underneath a Chosen Carrier box. FAQ - Concur Travel - American Greetings Page 5 of 11

6 When I search by schedule on the Flight tab, why are the prices not displayed in the search results? When you choose to search by schedule, you will first see a list of outbound and return flights. After you select the appropriate Outbound flight tab, Concur Travel places it in a Chosen Carriers box. Click the Return flight tab, select your return flight to add to the Chosen Carrier box. Click Price these Options and Concur Travel will then display the price for your selected flights as well as several similar flights below the Chosen Carrier box for price comparison. You can toggle back and forth between the Shop by Fares / Shop by Schedule tabs. Is there any way to display departure and return options from more than one airport at the same time? I have two main options and like to check prices and times for both. There are some airports that are classified as co-terminals in all of the online and GDS (Global Distribution Systems) used by the counselors. Some examples are: Cleveland/Akron Los Angeles/Santa Ana Orange County/Ontario LaGuardia/JFK/Newark Washington/Baltimore/Dulles From the Trip Search/Travel Home page, after entering your Departure and Arrival Cities, click the Select Nearby Airports link. A pop-up box appears where you can search up to 200 miles from your selected departure or arrival airport for additional airports to include in your search. When the availability screen displays, you will notice an Airport Filter section in the right window pane. Check on/off the airports you want to be shown in the availability display. In addition, from the right pane, you can click the Change Flight Search area towards the top of the screen and change the From or To boxes and/or departure/arrival times and then click Search. A new availability screen will appear. You ll notice a Previous Searches box now appears in the right pane and you can click to drop down past searches. Click on one of them to view again and click Load. This allows you to toggle back and forth between various searches. How do I narrow down my flight availability list so I don t have to sift through hundreds of flights? There are several different methods of using filtering and sorting on the flight availability screen to narrow down the flight search: Using the matrix/grid, click on the airlines across the top to only show a particular airline or click along the left hand side to only show non-stops or 1-stops. For example, to show only Continental non-stops, click in the box where Continental and non-stop intersect. The availability screen changes to only show those results. Use the Sorted By drop down box to change the order of flights; i.e. click Duration to show flights in low to high order based on length of flight. Once you have an outbound/return combination showing, click the more like this link to show how many other outbounds and/or return flights depart at similar times as the referenced flight. Your availability will re-sort to group all those flights together. From the right window pane, use the slider bars to change departure and/or return times to filter out flights that don t fit within the chosen parameters. FAQ - Concur Travel - American Greetings Page 6 of 11

7 Use the slider bar to filter out prices. Use the Display Setting filters to hide non-refundable fares, to hide propeller planes and to ensure depart/return from same airport. As an example, if you had a Cleveland to Los Angeles outbound flight paired with a Burbank to Cleveland return flight showing in the availability display, by checking Depart/Return Same Airport Only, this flight would be deleted from the display. Use the Connecting Airport Filters section to filter out certain connection cities. Back on the left pane, click the Shop by Schedule tab to create your own outbound/return schedules and price the option. Utilize all the above filters to narrow down the list of flights. How do I book a Southwest flight? Within the availability screen matrix display, you will see an icon for your company s Southwest business program (SWABIZ). Southwest allows for booking through the Concur Travel site, but the process is different than all other carriers: When selecting Southwest, Concur Travel asks for your credit card and then punches out to Southwest s site From the Southwest site, select your departing and return flights Southwest will price the selection Rapid Rewards number, phone number and fields will pre-populate using your profile information Purchase the ticket and receive a confirmation screen Close window and return to Concur Travel to add car/hotel and finalize booking Is there a travel alert feature like Orbitz has for departures, arrivals and delayed flights? Yes, from the Travel Home Screen, next to the Flight, Car, Hotel tabs, there is a Flight Status tab where you can enter From/To, Departure Date, Carrier Name and/or Flight Number. Concur Travel, at this time, does not programmatically send delay notifications. Travelers would need to sign up on the airlines website to have alerts sent directly to their /mobile phone. Concur has acquired TripIt, the market leader in mobile trip management which will provide this capability. As of this writing, there is no firm date for the launch of this product, however meetings are underway to combine Concur Mobile and its capabilities into the TripIt product. Why does the Reserve button appear in more than one color? If the Reserve button is green, you are within policy compliance. If the Reserve button is yellow, you are outside of policy compliance and are required to enter additional information in a pop-up box. What will happen if I purchase a fare that is labeled out of policy meaning not the lowest fare offered by Concur Travel? Upon selecting the higher airfare, as denoted by a Yellow Reserve button vs. Green (in policy) Reserve button, you will be presented with a pop-up box and will be required to select a reason code from a drop down box. Your selected fare, along with the less expensive alternatives that were presented to you, will be listed on an Exception Report which will be provided monthly to FAQ - Concur Travel - American Greetings Page 7 of 11

8 your company s Travel Manager. The fare purchased will be considered out of policy if it is $100 more costly than the lowest logical fare offered. It is recommended that the traveler or travel arranger be prepared to provide an after-the-fact explanation, if requested to do so. What does the yellow diamond represent for air, hotel, and car options? The yellow diamond represents a company preferred vendor. Can I add a car or hotel to an airline reservation after it is booked? Yes, you can make changes before and after your ticket is issued. To add to or modify your trip, click the name of the trip on the Upcoming Trips section on the Travel tab and then click Change Trip. Why does Concur Travel display hotels that are outside my search distance? Concur Travel displays all company preferred hotels within a distance determined by your company, usually 30 miles from your reference point. Because Concur Travel uses a square rather than a circle as the search boundary, the search results can include hotels that are farther away than the distance you entered. How do I narrow down my hotel availability? Hotels are pulled into the availability display based on the search parameters you requested during the initial search; i.e. 10 miles from airport, company locations, address or reference point. The default display for hotels is to show all company preferred hotels first and then all other hotels within the search parameter in low to high order based on price. There are several different methods of using filtering and sorting on the hotel availability screen to narrow down the search: Use the Sorted by drop down box to change the order; i.e. click on Distance to show hotels nearest to your reference point used during initial search. Start to type the name of a hotel or chain in the With Names Containing box to filter the list. On the right window pane, click the Change Search link to make changes to your initial search click Search to pull up new availability. Use the Price slider bar to filter out low priced/high priced hotels. Use the Neighborhood link to fine tune your availability very useful in large, metropolitan cities. Use the Hotel Chain link to filter hotels by Chain, i.e. Courtyard, Residence Inn, Fairfield, or by Superchain or Parent Chain; i.e. select Marriott which would show Courtyard, Residence, Fairfield, Marriott International, etc. all rolled together. First click, Hide All to uncheck all of them and then select which ones to filter on. Click Show All to return to original state. Use the Hotel Amenities link to narrow the search based on certain amenities of interest - Hotel amenities may change over time and without notice. Note that not all hotels have provided their amenities list. FAQ - Concur Travel - American Greetings Page 8 of 11

9 What is the different between Hold Trip and Purchase Now? Purchase Now will purchase and ticket your flight as well as confirm car and hotel reservations. Hold Trip will save your itinerary and confirm the car and hotel but does not ticket your flight. You can come back later to purchase the flight. In order to prevent a hotel no-show charge, you will want to cancel a reserved itinerary if you are not going to use it. Also, airfare is subject to change until ticketed, so the fare could change until you purchase the ticket. When placing a trip on hold, a date and time will be displayed advising how long the trip may be held. Once this time limit has expired, the trip will be cancelled by the system. You will receive an advising that the trip was not finalized and was cancelled. How do I pay for my reservations? When you reserve airfare, hotel, and car rental reservations, your default credit card as shown in your profile is used to purchase your reservations. Please confirm that your credit card information in your Concur Travel Profile is accurate. Your Corporate American Express Card must be used for all business travel. If I ve made my booking via Concur Travel, but need some agent assistance on some part of the booking, how do I request help? After reserving your air, car and hotel, and reviewing the itinerary, you will be presented with a Trip Booking Information screen. From here, you can enter the name of your trip, purpose of trip and Comments for the Travel Agent. The comments typed in this box are meant to instruct the agent to assist you on some part of the booking where you were experiencing trouble and need their help. Please do not enter extraneous comments here since you will incur a higher fee and this booking will be placed in a help queue and worked manually by an agent. How is ticket fulfillment handled? When you use Concur Travel to reserve your air, car and hotel, Professional Travel will handle fulfillment/ticketing in the same manner as a phone reservation. Electronic tickets are issued and upon ticketing, Professional Travel will you a final itinerary/invoice in PDF format to be used for submission with your expense report. Under normal conditions, fulfillment or ticket issuance is done within minutes after you click on Purchase Ticket and no later than the end of the business day. Once the ticketing is done, the status in Concur Travel is changed within minutes. What documentation will I receive for payment/reimbursement purposes? Professional Travel will a copy of your final itinerary/invoice in a PDF file which should be attached to your expense reports. I have received 3 s for the same trip. How can I set which itinerary s I receive via Concur Travel? There are 3 settings within the Profile>System Settings>Travel Settings links that can be adjusted if necessary. You can uncheck 3 types of Concur Travel itinerary s Confirmation s, Trip on Hold s and Ticketed Travel Reminder s. Your travel arranger will still receive these s unless they uncheck them as well within their profile. FAQ - Concur Travel - American Greetings Page 9 of 11

10 You will still receive your official PDF from Professional Travel showing you your itinerary/invoice to be used at the airport as well as for submittal with your expense report. How can I view the itinerary for flights I have already booked? On the Travel home page, review the Trip List section. For more detailed information, click the appropriate trip name in the Trip Name/Description section and click the View Itinerary link. Also, if you make a reservation directly with Professional Travel; i.e. international, once that itinerary is ticketed, it will appear in your Trip List within 24 hours. How do I change my reservation after it's been booked? When you view the trip from your Trip Library link in the Travel tab and hover over the specific trip, you can clone, share, create template, etc. From there you can also click on a link to Change and Cancel. This will retrieve the trip and the user can click links next to the air, car, and hotel segments to change or cancel. When cancelled, the trip falls into a cancel queue and we then determine if it can be voided, or if we hold it for future use; i.e. non refundable ticket. If ticketing has already occurred on the air segments, the traveler/arranger can change the flights and Concur Travel will show any airline penalties and additional collection to be charged to the default credit card. The traveler/arranger can change their car rental through the Concur Travel site at anytime. The traveler/arranger can change their hotel through the Concur Travel site up until the day/time of the hotel s cancellation policy. This will be shown on the hotel segment on your Concur Travel itinerary. Seat assignments can be updated as well up until departure time. Note: If you contact Professional Travel to cancel your reservation rather than cancelling through the site, the itinerary is not automatically removed from the Upcoming Travel section on My Concur. To remove the canceled itinerary from the Upcoming Travel section: In the Upcoming Travel section, select the appropriate itinerary. Click View Request and then click Withdraw Request. If there are flight cancellations en route, what is the policy for getting re-routed? Should we contact Professional travel or the airline? You should contact Professional Travel who will work to re-route you. If necessary, we will call the airline directly using our supplier direct phone numbers to expedite the process as best as possible during irregular airline operations. You can also change your flight on your smartphone if activated. What should I do if I book an air reservation on Concur Travel, and a few hours later decide to add a car and/or hotel? You can make changes before and after your ticket is issued. To add or modify your trip, click the name of the trip in the Upcoming Trips tab and then select Change Trip. You will see links to Change this Leg, Change Seats, Add or Change Car Rental/Hotel. FAQ - Concur Travel - American Greetings Page 10 of 11

11 What type of confirmation do I need at the airport? You should bring a printed copy of your ed itinerary with ticket number information or the paper ticket (whichever is acceptable by the airline) and a government approved identification document such as a driver's license, passport, VISA, etc. For travelers who travel only once, is there a different set-up? Can anyone arrange travel for these types of travelers? Travel arrangers can be set up to book one time travelers, or guests. When selecting the You are Administering Travel for drop down box, select Guest Traveler. Begin the booking as normal and click Search. A Concur Guest Booking screen will appear for you to enter the guest traveler s name, address and phone number. Continue your booking and when presented with the Trip Payment Information screen, you can enter the guest traveler s credit card to be used for payment. You can also select your credit card if you/your department are paying for this trip. What procedure should I use if I have two or more travelers going to the same destination? Concur Travel will allow you to clone a reservation. When the first booking is made, you will be able to clone the reservation, found under the Upcoming Trips tab. Click the name of the trip and one of the Trip Actions is to Clone the trip. After selecting Clone you will then pull over the next traveler s profile so that all frequent guest numbers and credit cards are captured and then add any additional cars or hotels before submitted to purchase. I frequently travel to the same destination, stay in the same hotel and rent the same car. Is there an easy way to book this trip? Yes, you can create a Template for any trip. From your Trip Library, click the Actions button and select the option to Create a Template. You can modify any of the pieces of your trip. When you Save the template, you can find all of them in your Templates link from the Travel tab. At any time, you can Edit your existing templates and launch them for booking, by clicking the Book link. Can I invite a colleague to go along on the same trip? Yes, in your Upcoming Trips tab you can click on the Trip Name and select Share Trip. Select the traveler s name in the drop down box and add a comment. Click Share Trip and Close Window. Your request will be ed to your colleague who will see the invite the next time they sign into their home page under the Travel tab. From this link, they can View the Trip or Book a Copy. FAQ - Concur Travel - American Greetings Page 11 of 11

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