Our World Travels With You Welcome to our simple guide to booking travel
Booking Guide Contents pg 3 How do I make a reservation? pg 4 Traveller Profiles pg 5 Booking Procedure pg 6 Confirmation and Ticket Delivery What if I need to change my trip? What if my trip gets cancelled? pg 7 Online Check-In pg 8 Passport and Visa Services pg 9 Groups, Conferences and Events Private Leisure Travel Feedback
How do I make a reservation? Reservations can be made using the Online Booking Portal or by calling or emailing your dedicated travel team. Online Portal: https://portal.statesmantravel.com/login.aspx Email: reservations@statesmantravel.com Phone: 020 3667 1110 Office Hours: Mon-Fri / 08:30 18:00 Outside of office hours, calls can be made to our Emergency Services team for any urgent requests. Phone: 020 3394 9582 Air and Hotel bookings can be made using the portal for a maximum of 1 traveller per reservation. Rail tickets can however be booked for multiple travellers if required. If you need to book more than 1 traveller on the same trip for air or hotels, we suggest you call your travel team for assistance. Air bookings made on the online portal after 5pm may not be actioned until the next working day. Please call your travel team for urgent booking assistance after 5pm, Monday - Friday. It is mandatory to book rail tickets using the online portal as per the Kennedys travel policy. Your dedicated travel team can assist with reservations for Air, Hotels, Rail (UK and Continental), Eurostar, Ferries, Eurotunnel, Car Rental, Taxi s and Airport Parking as well as handling applications for Passports & Visas. 3
Traveller Profiles A daily HR feed ensures that all Kennedys employees are loaded onto our system. Reservations cannot be made until the traveller or travel coordinator has accessed the travellers profile using the online portal. If you need a login for the portal, please contact your travel team. The traveller s name should be checked against their passport to ensure this is correct. First names must also include any given middle names and the details must be entered into the profile in capital letters. It is imperative that this information is correct, as airlines may deny the traveller boarding if the name on the ticket does not match exactly to the name on the passport. Other information can be added to the profile such as passport details, visa details, railcard details, seating preferences and airline or hotel membership numbers etc. Once completed, please click the finish button on the last profile tab in order for the information to be saved and for the profile to be made available for bookings. 4
Booking Procedure Please refer to your Kennedys Travel Policy to seek clarification on the class of travel permitted for rail and air bookings as well as the company policy for hotel bookings. Rail: UK rail tickets must be booked using the Train Booker tile on the online portal. First class tickets for journeys under 2 hours may only be booked through the travel team. An Out of Policy notification will be sent to the appropriate Line Manager. Weekly and monthly rail tickets are unavailable to book on the portal but can be arranged by your travel team, these tickets must be ordered at least one week in advance of the first date of travel. Continental rail tickets can be booked through your travel team. Eurostar reservations can be made using the online portal or by contacting your travel team. Air: Air tickets can be booked using the online portal or by contacting your travel team. We recommend that the portal is only used for one way or point-to-point bookings. Multi-leg itineraries (3 flights or more) should be handled by your travel team. Economy and Premium Economy seats can be booked using the online portal. Hand luggage only fares will also be displayed in the search results if available. Please check all fare rules carefully before completing your reservation. Business class seats (for flights over 10 hours) can only be booked by contacting your travel team. Please let your travel team know if the traveller is able to travel with hand luggage only. Hotels: Hotel reservations can be made using the online portal or by contacting your travel team. Kennedys Hotel Programme lists corporate rates which have been negotiated at selected hotels. The Hotel Programme can be found on the Help & Support tile on your online portal. Where Kennedys has corporate rates at preferred hotels it is mandatory for these hotels to be used. If Kennedys does not have preferred hotels for your destination, bookings should be made using the capped rate. Statesman Travel will arrange for payment of your hotel room and breakfast. Incidentals should be settled directly by the traveller with the hotel upon check out and expensed to Kennedys. Car Hire, Taxi s, Airport Parking, Airport Assistance, Ferries & Eurotunnel: Please call your travel team for assistance with all other travel services. 5
Confirmation and Ticket Delivery Once your trip is confirmed you will receive an itinerary by email. Please check all the details carefully to ensure you have exactly what you need. Air tickets are issued electronically. Once your ticket is issued you will receive an e-ticket receipt by email. Rail ticket printers are located within the London and Sheffield office. Tickets will be printed by the reception staff within these offices and employees can collect tickets at either 11am, 2.30pm or 5pm each day. Alternatively, rail tickets can be collected at all major railway stations as Ticket On Departure. This delivery preference should be selected at time of booking. What if I need to change my trip? We know plans change at the last minute; if you need to amend your itinerary, please contact your travel team. Outside of standard office hours assistance will be provided for any urgent changes by our Emergency Services Team. What if my trip gets cancelled? If you need to cancel any element of your trip, please notify your travel team as soon as possible. Air: Your travel team will make the necessary arrangements to apply for any refunds due on cancelled air tickets. Rail: If you do not use any part of your rail ticket, please return the ticket(s) as soon as possible to your travel team. Refunds can be requested within 28 days of the expiry date on the ticket and your travel team will process this for you. Please note, not all tickets qualify for a refund. Hotels: We suggest that all hotel reservations are cancelled with your travel team and not with the hotel directly. Your team are able to record the cancellation which can help with any disputes with the hotel at a later date. Please be aware, that many hotels impose a fee for late cancellations and this can vary from hotel to hotel, depending on the rate you have booked. Failure to cancel a reservation may result in no show charges. 6
Online Check in There are various ways to check in online ahead of your flight: Statesman e-ticket receipt: You can click on the link provided on your e-ticket receipt that you receive in your inbox to access the airline online check-in page. Mobile App: If your airline has an app, you can download it to your smartphone. Most will prompt you when check in opens and also advise you of any changes or delays to your aircraft. Airlines such as British Airways even alert you when the departure gate opens at the airport. Online Portal: A tile is available on the StatesManager travel portal providing a catalogue of direct links to all major airline online check-in pages. Through your Travel Team: Your team can assist with online check in during standard office hours, 08:30-18:00, Monday to Friday. The traveller or travel coordinator can request online check in by email or phone with your team, either at time of booking or at a later date. Please stipulate which flights online check in is required for and whether the traveller will be checking in any luggage. Online check in will be performed by your travel team on behalf of the traveller, on the provision that the following mandatory information is stored in the traveller s profile: Full passport details if the traveller has more than one passport, please confirm which passport is being used for the trip. Travellers mobile telephone number Travellers email address Once online check in is complete, the boarding pass will be emailed to the traveller with a cc to the travel coordinator. 7
Passport and Visa Services: Visa requirements will depend on the traveller s nationality and destination; your team will advise you of the necessary requirements at time of booking and will forward the relevant application packs. Processing times and charges will vary depending on the embassy. You may also use the Passport & Visas tile on the online portal to check visa requirements and download application packs directly. The passport, completed application forms and any other required documents should be sent to your travel team at Statesman. Please liaise with your team if you require a Statesman courier to collect the documents from your Kennedys London office. Your team will check all the documents are complete before processing the application. An email confirmation will be sent to the traveller or travel coordinator once the application has been logged successfully. The email will confirm the appointment date with the embassy and the expected date for the passport to be returned. However, please note that once the application is with the embassy, Statesman have no control over how long the embassy will take to issue the visa or passport. A reference number will be provided which can be used to track the application using the CIBT tracking page on the online portal. When the passport and/or visa is returned to Statesman, your travel team will arrange for the document(s) to be returned to the traveller or travel coordinator. 8
Groups, Conferences and Events: Statesman offers an in-house team of event specialists who can help with event planning covering a comprehensive range of services. Event services include Group Travel air and land, Group Accommodation, Incentive Programmes, Venue Finding, Conferences, Meetings & Seminars, Team Building, Client Hospitality, Social Events, Product and Brand Launches, Exhibitions and Trade Fairs, Production and AV and Gala Dinners. Please contact Statesman Eventz team for assistance: Email: events@statesmantravel.com Phone: 020 3667 1060 Private Leisure Travel: Statesman can help with your private leisure travel bookings. The leisure team offer a selection of exclusive holidays and city breaks. Email: leisure@statesmantravel.com Phone: 020 3667 1196 Feedback: Should you have any feedback on your travel service, you can submit your comments to your Statesman Account Manager using the Give Feedback tile on your travel portal. Alternatively, you can email or call your Account Manager directly: Account Manager: Caroline Bowerman Email: cbowerman@statesmantravel.com Phone: 020 3667 1053 Mobile: 07824 663549 9