Trip Planning
How do I add airport parking to my trip?
You can add Airport Parking to an existing itinerary, or as a stand alone booking. See Managing Airport Parking Reservations for more information.
How do I book a multi-destination trip?
Select the Multi-City tab at top of the Trip Planner page. For details, see Starting Your Travel Search.
Can I change the trip details in the middle of my planning?
The trip search results are delivered in this order: flight, hotel and car hire. If you change your trip details within the flight results, the search results for hotel and car hire will be updated with the new criteria. However, if you select a flight and then try to change the dates of a hotel or car hire booking, you will be advised to carefully review your changes before booking. For the best results, it is recommended to start a new search. For details, see Starting Your Travel Search.
Can I plan an entire trip online?
You can book flights, hotels and car hires – see Booking a Trip. You can book other services such as airport parking and car services separately or at the same time. See Managing Airport Parking Reservations for airport parking, and Managing Car Service Reservations for car services.
Why should I search for a flight, hotel and car hire at the same time?
You can save time when making travel arrangements by returning search results for flights, hotels and car hires at the same time. For instance, while you are shopping for flights, the service continues to search for hotels that match your search criteria. While you search for hotels, the service searches for car hire options that match your destination airport.
Why should I name my trip?
If you book the same or similar trips regularly, it's a good idea to name each trip with a unique name. That way it will be easier to locate it in the Upcoming section of the Home page, and in the Expense service for reporting trip expenses. See Purchasing the Trip for details. You can also name a held trip – see Putting a Trip on Hold.
How do I find additional travel resources?
Select the Trip Planner page (see Navigating the Travel Page for details) and find the Additional Resources section on the right side of the Travel page. Under this section there are links to information such as travel advisories, maps, passport services and Wi-fi locations.
Can I hold an entire trip? For how long?
You can hold your travel bookings based on rules defined by the airline, hotel and car hire company that you are selecting. When you hold a booking, you may be given a deadline for when you must complete your purchase. if you do not complete your purchase by the deadline, your booking will be cancelled automatically. See Putting a Trip on Hold for details.
What is the "Match my Hotel search with my flight dates" checkbox?
When you select this checkbox, the dates of hotel bookings are aligned with your flight times. See Searching for a Hotel.
What is the ''Match my Car Hire search with my flight dates'' checkbox?
When you select this checkbox, the dates of car hire bookings are aligned with your flight times. See Searching for a Car Rental.
Why am I unable to hold a trip?
There are instances in which a travel service cannot be held. Each vendor determines its own hold policies. If the Hold This Trip button is grayed out, click the More Info link underneath the button next to the "We are unable to hold this trip for you" message. For details on holding trips, see Putting a Trip on Hold.
What travel services can I book for an underaged child flying alone?
You can book flights for minor children flying unaccompanied. Some time and airline restrictions may apply.
Business Travel
What does it mean if a service is "Out of Policy"?
Your organisation may have established certain policies, such as using travel service vendors with negotiated prices, to help control expenses. These vendors are listed in the search results as preferred. A flight option may be considered out of policy for any of several reasons, such as a higher-than-allotted price or a non-preferred vendor. (The administrator sets policies in the Admin Access Dashboard – see For Administrators for details.)
Can I still book a service if it's "Out of Policy"?
Depending upon your company policies, you may still be able to book this service. You may be prompted to provide a reason for why you are booking a service that is Out of Policy.
What does the orange "P" icon mean?
The “P” icon indicates that this particular vendor is a preferred vendor, which means your organisation or agency has negotiated a special discount for using the product or service that this vendor provides.
Changing and Cancelling Travel Services
How do I change a booking that I have booked online?
See Changing a Booked Trip for details.
How will I know if my changes were saved?
You are notified in three ways: on the confirmation page, in an email confirmation and in the Upcoming section of the Home page, where the status of your trip is shown. See Changing a Booked Trip for details.
How long before a trip am I able to make changes?
You can modify services in your booking up to a certain point, determined by the service or provider's policies, prior to your check-in date without any change or cancellation fee.
How do I cancel a travel service booking?
See Canceling a Booked Trip for details.
How long before a trip can I cancel?
You can cancel services in your booking up to a certain point, determined by each service or providers policies, prior to your check-in date without any change or cancellation fee.
How long before pick-up can I change or cancel my car service booking?
You can modify or cancel your booking up to 24 hours before your departure time without any change or cancellation fees, unless your organisation's travel policy has a different time frame.
Do changes made by phone appear in the Upcoming section of the Home page?
If you called a provider directly to change or cancel a booking, it will not be reflected in the Upcoming section. However, changes you make online or through customer service will appear with the correct status.
Does it make a difference if my trip change includes a change in destination?
You will need to cancel the existing booking and start a new booking with the new destination.
Flights
How do I search for a flight?
Choose Flight or Trip Planner in the Travel tab drop-down menu. See Navigating the Travel Page for details.
How do I book a flight to multiple cities?
Click the Multi-city tab on the Travel page. See Starting Your Travel Search for details.
What information do I need to enter to find flights?
Enter your departure and arrival airport locations, and the dates and times of your departure. Click the “Search nearby airports” checkbox if you wish to search for flights at other airports nearby. See Searching for a Flight for details.
Can I search by price or by schedule?
Click the Price, Schedule or Flexible Dates tab next to "Search by". See Searching for a Flight for details.
How do I match my hotel dates with my flight?
The checkbox for the "Match my Hotel search with my flight dates" option should already be checked. See Searching for a Hotel for details.
How do I match my car hire date to my flight?
The checkbox for the ''Match my Car Hire search with my flight dates'' option should already be checked. See Searching for a Car Rental for details.
How can I choose my seat?
Click the Choose seats link under the flight information on the "Review your trip" page. See Reviewing the Trip Elements for details.
What happens if I don't choose a seat?
If you don’t choose a seat, or if the seat you chose is not available, a seat is chosen based on the travel preferences in your profile. If you don’t have any preferences saved, an automatic search will look for aisle seats located in the front of the plane first and then continue to the back of the aircraft. If no aisle seats are available, the same search is done for all window seats and then middle seats. To learn how to add preferences to your profile, see Service Preferences.
What are Fare Rules?
Fare Rules contain airline-specific information about your flight, including advance ticketing requirements, blackout dates and other travel restrictions, penalties, discounts and a range of other information. You can see them on the "Review your trip" page by clicking Fare Rules. See Reviewing the Trip Elements for details.
Can I change my trip information after getting flight search results?
You can change your trip in the Your Search section of the flight selection page. See Selecting a Flight for details.
How do I know if I have an unused airline ticket available?
An Unused Ticket icon appears for an airline. You can hover your pointer over the icon to see its approximate value. You can select a flight that has an unused ticket icon in its heading to use the ticket. For details about viewing all of your unused tickets, see Managing Unused Tickets.
What if I have more than one unused ticket?
The unused ticket that is closest in Pound sterling value to your new ticket will be used first. For details, see Managing Unused Tickets.
What happens if I refuse to provide my date of birth or gender?
Passengers who decline to provide the security information required by the airlines in advance of their trip will - at minimum - encounter secondary screening and delays at the airport, and may also be denied boarding.
What happens if I hold a flight?
A ticket will not be issued, and you will not be charged for the price of your flight itinerary until the trip is purchased. However, prices are not guaranteed and a new price will be applied when the trip is purchased. This new price will be displayed on the Purchase page. See Putting a Trip on Hold for details.
Hotels
How do I search for a hotel?
Choose Hotel or Trip Planner in the Travel tab drop-down menu. See Navigating the Travel Page for details.
How do I search for international hotels?
For the Airport choice, enter the airport in the field under the choices, and enter the name of the international airport you are flying into. See Searching for a Hotel for details.
Can I book a hotel at the same time as booking my flight?
Yes. The checkbox for the "Match my Hotel search with my flight dates" option should already be checked. See Searching for a Hotel for details.
How do I view results on the map?
The map has numbers that correspond with the numbered search results. Clicking on a number will show the hotel information on the map. If you change your search parameters or trip details, the map will update the results. See Selecting a Hotel for details.
How do I view room prices for a hotel?
Click the See room prices button next to the chosen hotel to display room options. See Selecting a Hotel for details.
Can I assume that all the rooms listed for a Hotel are available?
Generally yes, a room is available if it is listed. There will be a note when a room is not available.
How do I book hotels for more than one city?
After selecting your hotel for one city in a multi-city trip, the Select Your Hotel page appears again for the next trip segment. Follow the same instructions above to sort the search results and select your next hotel. See Starting Your Travel Search for details on selecting a multi-city trip, and see Selecting a Hotel for details on selecting hotels in each city.
Can I change my hotel booking prior to booking the booking?
Yes, on the "Review your trip" page, click the Start Over button to begin a new trip – see Reviewing the Trip Elements for details. Or change the trip – see Changing a Booked Trip for details.
What is my hotel's cancellation policy?
Each hotel determines its cancellation policy. To view the cancellation details, click the Room/Price Details link before selecting the hotel (see Selecting a Hotel), or when reviewing the trip information on the "Review your trip" page (see Reviewing the Trip Elements).
How do I hold a hotel booking?
On the "Review your trip" page, click the Hold This Trip button to hold your room booking – see Reviewing the Trip Elements for details.
How long can I hold a hotel booking?
If the hotel room has been held alone without an accompanying flight, you will have to cancel the room manually. There is no auto-cancellation of a hotel room held by itself.
Are there fees associated with cancelling a hotel I put on hold?
If you make a tentative booking for a room and don't cancel the trip within the guidelines specified by the hotel, you will be responsible for any applicable cancellation fees.
Note: Your room booking will not automatically cancel if you did not include a flight. To change or cancel your room, contact the hotel directly or make the change online – see Changing or Canceling a Booked Trip.
What are TripAdvisor ratings?
TripAdvisor offers rankings for hotels based on their research, plus ratings by travellers. On each hotel results page, an overall TripAdvisor rating is shown as well as the five most recent reviews for a hotel.
Car Hires
How do I begin my car hire search?
Choose Car Hire or Trip Planner in the Travel tab drop-down menu. See Navigating the Travel Page for details.
Can I book a car hire at the same time as I book my flight?
Yes. The ''Match my Car Hire search with my flight dates'' option should already be checked. See Searching for a Car Rental for details.
How do I pick a car to rent?
On the Choose Your Car page, select the desired car type, airport and pick-up/drop-off information. See Selecting a Car Rental for details.
Does the matrix at the top of the results page affect the list of results?
Yes, click on any of the rows or columns in the matrix and the results will be reordered.
Can I change my search results from the Choose a Car page?
Yes. On the Choose Your Car page, click a different car size, or a different car hire agency, to narrow your search results. See Selecting a Car Rental for details.
How do I make a change to the car hire before I make the bookings?
Yes, on the "Review your trip" page, click the Start Over button to begin a new trip – see Reviewing the Trip Elements for details. Or change the trip after booking – see Changing a Booked Trip for details.
How do I find additional information about the car hire?
Before making your selection, hover your pointer over an entry in the search results to see estimated price details – see Selecting a Car Rental for details. On the "Review your trip" page, click the Mileage and prices link to see details about a car hire's mileage and prices. For hire details and rules, click the Car Hire details/rules link. See Reviewing the Trip Elements for details.
I belong to a car hire membership programme. Will I earn credit when I book online?
Yes, if you have entered your membership information into your profile – see Service Preferences for details. If you haven't yet entered the membership information into your profile, you can enter it when you purchase your trip – see Purchasing the Trip for details.
How do I hold a car hire booking?
On the "Review your trip" page, click the Hold This Trip button to hold your booking – see Reviewing the Trip Elements for details. If you've also placed an airline ticket on hold, the application will hold your car hire booking until the same time as the deadline for purchasing your airline ticket. If you don’t confirm your booking before the deadline, both of your bookings will be discarded and you'll need to re-book. If your car hire booking is separate, it will be considered confirmed, and you'll need to cancel it if you decide not to use it.
Are there fees associated with cancelling a car hire that is on hold?
If you put a car hire on hold, you must cancel the booking within the guidelines specified by the car hire agency, otherwise you will be responsible for any applicable cancellation fees.
Note: Your booking will not automatically cancel if you did not include a flight. To change or cancel your car hire, contact the car hire agency directly or make the change online – see Changing or Canceling a Booked Trip.