Frequently Asked Questions (FAQs) About Travel

Trip Planning

How do I get a trip receipt?

You can click the Print itinerary link on the Purchase page. See Purchasing the Trip for details.

How do I book a multi-destination trip?

If your site is configured to allow selecting a multi-city trip, click the Multi-City tab that appears at top of the Trip Planner page. For details, see Starting Your Travel Search.

Can I change my trip details in the middle of my planning?

The trip search results are delivered in this order: flight, hotel, and car rental. If you change your trip details within the flight results, the search results for hotel and car rental 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 rental reservation, you will be advised to carefully review your changes before booking. For 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 rentals – see Booking a Trip. You can book other services such as airport parking and car services separately or at the same time. See /wiki/spaces/EN/pages/1704227 for airport parking, and Car Service for car services.

Why should I search for a flight, hotel, and car rental at the same time?

You can save time when making travel arrangements by returning search results for flights, hotels, and car rentals 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 rental 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?

If your site is configured to allow a travel reservation hold, you can hold a reservation based on rules defined by your company, the airline, the hotel, and the car rental company you are selecting. There are instances in which a travel service can't be held. Each vendor determines its 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. When you hold a reservation, you may be given a deadline by which you must complete your purchase. if you do not complete your purchase by the deadline, your reservation 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 reservations are aligned with your flight times. See Searching for a Hotel.

What is the "Match my Car Rental search with my flight dates" checkbox?

When you select this checkbox, the dates of car rental reservations are aligned with your flight times. See Searching for a Car Rental.

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 organization may have established certain policies, such as using travel service vendors with negotiated rates, 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 rate 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 why you are booking this service that is Out of Policy.

What does the orange "P" icon mean?

The "P" icon indicates this particular vendor is a preferred vendor, which means your organization or agency has negotiated a special discount for using the product or service this vendor provides.

Changing and Canceling Travel Services

How do I change a reservation I 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 reservation up to a certain point, determined by your company and by the service or provider's policies. You are notified of any change or cancellation fees.

How do I cancel a travel service reservation?

See Canceling a Booked Trip for details. 

How long before a trip can I cancel?

You can cancel services in your reservation 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 reservation?

You can modify or cancel your reservation up to 24 hours before your departure time without any change or cancellation fees, unless your organization'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 reservation, 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 reservation 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 close by. 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 rental date to my flight?

The checkbox for the "Match my Car Rental 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 your travel preferences in your profile. If you don't have any preferences stored, an automatic search will look for aisle seats located in the front of the plane first and 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 system will choose an unused ticket that is closest in dollar value or has the soonest expiration date, depending on your site's configuration. 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 I book 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 rates for a hotel?

Click the See room rates 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 reservation prior to booking the reservation?

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/Rate 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).  

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 reservation 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?

If enabled for your site, TripAdvisor offers rankings for hotels based on their research, plus ratings by travelers. On each hotel results page, an overall TripAdvisor rating is shown as well as the five most recent reviews for a hotel.

Car Rentals

How do I begin my car rental search?

Choose Car Rental or Trip Planner in the Travel tab dropdown menu. See Navigating the Travel Page for details.

Can I book a car rental at the same time I book my flight?

Yes. The "Match my Car Rental 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 and 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 page, click a different car size, or a different car rental agency, to narrow your search results. See Selecting a Car Rental for details.

How do I make a change to the car rental before I make the reservations?

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 rental?

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 rates link to see details about a car rental's mileage and rates. For rental details and rules, click the Car Rental details/rules link. See Reviewing the Trip Elements for details.

I belong to a car rental membership program. Will I earn credit when I book online?

You may earn credit (or points) depending on the type of reservation and service if you 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.

Car Service

How do I begin a reservation for car service?

To reserve car service, you can hover your pointer over the Travel tab and select Car Service from the drop-down menu, or add car service to an existing trip. See Making Changes to Your Account for details.

How close to the pickup time can I book a car service?

You can book a car service online up to 24 hours before the pickup time. If you are booking a car service within 24 hours of the pick-up time, please call the car service provider directly to ensure availability of a vehicle.

What countries is car service offered?

Currently, Car Service is available in the United States and the United Kingdom.

How do I choose a car service?

See Making Changes to Your Account for details.

How do I change or cancel a car service?

See Changing or Canceling a Car Service Reservation for details.

What does "service provider currently unavailable" mean?

The message "The service provider for this request is currently unavailable" means that the provider you have chosen is unable to confirm your ride. Either change to a different service provider, or wait and try again at a later time.

Why isn't a particular car service company listed in my search results?

You have access to a wide selection of quality and cost-effective car service providers. However, not all providers cover all geographies. In addition, companies often establish preferred relationships with vendors for different regions. In those cases, you only see vendors that have been selected by your company for that location.

Why can't I select a particular car with a car service company?

A particular car may be shown in the list of available car choices, but not be available if the choices are out-of-policy. For example, the quoted rate for a specific route may be too expensive, making that car out of policy.

How do I send other passengers the car service details?

On the Car Service page, you can invite guests to share the ride by selecting the checkbox. Enter the email addresses and click the Invite guests button. See Making Changes to Your Account for details.

When will my credit card be charged?

Your credit card will be charged by the service provider after you take the ride. When making a car service reservation, you must use a credit card with an expiration date is at least seven days after the trip date.

How can I be certain the car service provider received my reservation?

As soon as you book the reservation online, the system will confirm the ride with the service provider, and then send you a confirmation via email. This reservation will also be entered on your calendar if you have set up your calendar in your profile (see Setting Up Your Calendar for details). You can also print the confirmation email. If you're booking on behalf of another traveler, both you and the traveler will receive confirmation emails.

Why do I get two car service reservations on my home page for a single trip?

For a trip with more than one ride, the system records a separate transaction for each ride. For example, if you were to make a trip reservation that includes a ride from your home to the airport, and a second ride from the airport back home, the system will record this as two separate reservations. This enables you to make changes to each of the rides separately.

Why do I get two confirmation emails for one car service reservation?

For a trip with more than one ride, the system sends a separate email for each ride. For example, if you were to make a reservation that consisted of a ride from your home to the airport and a second ride from the airport back home, the system will record this as two separate reservations with two emails. By separating the trip into two reservations, you can make changes to each ride separately. You may also receive a separate confirmation directly from the provider if the provider wishes to communicate special pickup or drop-off instructions to you.

What do I do if I have problems with my car service?

If you have problems with the ride (e.g. the driver is late), please contact the service provider directly. The service provider is directly in charge of dispatching the drivers and vehicles.