Travel-OnLine FAQs
Travel-OnLine FAQs........................................................................................
Go to www.Travel-OnLine.net and click Forgot Your Password?. Enter your Travel-OnLine user ID,
first and last names, and c...
the Travel Coordinator list.



TEMPLATES FAQ

I’m trying to use an existing template and I’m unable to complete the purch...
Try using the Search By Schedule feature. Click the Airline Directory link next to the Preferred airline
list, and then se...
Try one of these solutions:
• Revise your arrival or departure times.
• Expand or shorten the Time window for searches ran...
box.


No car rentals seem to be available in the city of ____. Any suggestions?
Try one of these solutions:
• Revise your...
I have a special request for the hotel. How can I notify the hotel?
You can update your Travel Preferences in your travele...
How does someone assign me to be his or her Travel Coordinator ?
In order to be successfully designated as a Travel Coordi...
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Travel-OnLine FAQs

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Travel-OnLine FAQs

  1. 1. Travel-OnLine FAQs Travel-OnLine FAQs....................................................................................................................1 General FAQ................................................................................................................................1 Signing In FAQ............................................................................................................................1 New Trip Page FAQ.....................................................................................................................2 Personal Profile FAQ...................................................................................................................2 Templates FAQ............................................................................................................................3 Flight Reservations FAQ..............................................................................................................3 Car Reservations FAQ.................................................................................................................5 Hotel Reservations FAQ..............................................................................................................6 Itineraries FAQ.............................................................................................................................7 Personal Tools FAQ.....................................................................................................................7 GENERAL FAQ Why doesn't the browser's "Back" button take me back to the prior page in Travel- OnLIne? Travel-OnLine uses internal navigation only. You must select the appropriate link or button from inside the application to return to a previous page. I had to leave my computer for a few minutes. When I returned, I couldn't complete my online session. What happened? In these cases, you will be returned to the Sign In page and can sign in again. If your session expires or you are accidentally disconnected, the program should automatically save the availabilities you have "added to plan" under Unpurchased Trips until you are ready to finalize and purchase your itineraries. SIGNING IN FAQ How do I access the Travel-OnLine Online Booking tool? Access the online booking system via your corporate intranet or customized Travel-On web page. What are the browser requirements of Travel-OnLine? At a minimum, you must use a computer running Microsoft Windows 98 or later, with Microsoft Internet Explorer 5.0 or later or Netscape Navigator 7.0 or later. N OTE Earlier versions of both Internet Explorer and Netscape Navigator are not supported, nor are FireFox, and other operating system platforms, such as Macintosh and Linux. Upcoming enhancements to Travel-OnLine will include these platforms. To identify which browser you are currently using, click About on your browser's Help menu. I forgot my password. Can you tell me what it is or reset it? 1
  2. 2. Go to www.Travel-OnLine.net and click Forgot Your Password?. Enter your Travel-OnLine user ID, first and last names, and corporate e-mail address exactly as they were originally entered into the Travel- OnLine Booking system database. A new password will be sent to your e-mail address shortly. NEW TRIP PAGE FAQ One of my links under My Links isn't working. What's wrong? Click Edit under My Links. Verify that the Web site address for your link is listed correctly. If not, delete the link, and then add a new link with the correct address. If the link already includes the correct address, open a new browser window and manually go to the Web site. If the Web site still doesn’t load, the linked site is down or the address is incorrect. To report this issue, visit the Traveler Support page. PERSONAL PROFILE FAQ I've added my membership program numbers (such as my frequent flier program number) online several times, but they keep disappearing. Why aren't they saving? When updating your online profile, be sure to scroll to the bottom of the screen and click Save before proceeding. The airline that I want is not listed in the Airline Name box under Membership Programs. How do I add my membership number for other airlines or for Amtrak? Click on the magnifying glass icon next to the Airline Name box and you will receive an extensive list of carriers, including Amtrak. From there you can add your member ID for any carrier on the list. Why am I not receiving credit to my frequent flier accounts when they are listed in my Travel-OnLine profile? The name in your profile must be an exact match to the name on your frequent flier account. If they don’t match, you may not receive credit. We recommend using the name on your driver's license or passport for all travel-related membership programs. This will ensure consistency and eliminate problems at the airport and with frequent flier accounts. I made some changes in my profile. Why aren't they being applied right away? In some cases, it may be necessary to sign out of the Travel-OnLine Online Booking system and sign back in before your profile changes take effect. Why do I have to keep adding my credit card on the Buy Trip page? A credit card needs to be designated and saved as a default card in your profile in order for it to appear automatically on the Buy Trip page. Open the Credit Card Information page in the Profile Manager to check that you have a default credit card specified in your profile. Why can’t I find the Travel Coordinator I’m looking for in the Profile Manager? Anyone you want to designate as your travel coordinator and able to make reservations on your behalf must first be registered with Travel-OnLine. Secondly, they must have indicated that they are a “travel coordinator”. Only registered users who have designated themselves as travel coordinators will appear in 2
  3. 3. the Travel Coordinator list. TEMPLATES FAQ I’m trying to use an existing template and I’m unable to complete the purchase of my itinerary . What’s wrong? In some cases, flight details such as the flight schedule or flight number change. These changes cause your existing template to become invalid. You may need to delete your old template and build a new template with updated flight information. If you’re unable to resolve this issue, please visit the Traveler Support page. Why can't I modify an existing personal template? You can only use Travel-OnLine Online Booking system templates to create itineraries that correspond to the details in the original template you created and saved — details such as the length of trip and the destination city. If the itinerary details are different in your new itinerary, you’ll need to create another template. FLIGHT RESERVATIONS FAQ What’s the difference between Search By Schedule and the other types of flight searches? Using the Search By Schedule feature, you can build a customized itinerary, choosing each flight individually for the destinations you request. After you’ve selected all your flights, the Travel-OnLine Online Booking system then prices your air itinerary. You can also request a specific airline and airfare type for each destination. You then choose the flight for each destination you request. Round-trip, one-way and multi-segment searches return itineraries that are already priced as packages. Search By Schedule, on the other hand, doesn’t display pricing until you’ve selected all of your flights. At that time, the Travel-OnLine Online Booking tool calculates the itinerary price flight by flight. These two types of flight search options (Search By Schedule versus, round-trip, one-way, or multi- segment) are always available to you. Based on your needs, you may sometimes want the packaged itinerary (complete with pricing) available through the Round-Trip, One-Way, or Multi-Segment tabs. At other times, when flight times, routes, airlines or other considerations are more important to you than price, you may want to custom-build your itinerary using the Search By Schedule tab. I’m looking at a seat map for my flight and I don’t see any open seats. Why did it let me purchase the flights? Up to 40% of the seats on many flights are held for assignment at the airport. If you are unable to select a specific seat, the Travel-OnLine Online Booking system will automatically request a seat for you, based on the seat preferences in your profile. I need to find flights on a specific carrier. How can I find them? Click the Airline Directory link next to the Preferred airline list, and then select your carrier from the alphabetical list. I need to join a co-worker on specific flights, but the flights I want aren’t being returned as a choice. 3
  4. 4. Try using the Search By Schedule feature. Click the Airline Directory link next to the Preferred airline list, and then select your carrier from the alphabetical list. On the Search By Schedule tab I can only specify search criteria for two flights. What's wrong? Be sure to click the Add a Flight button each time you want to add another flight to your itinerary. Why aren't certain airlines included in the list of flight options? Check your Search Criteria and Preferred Airline Information. Some carriers may be filtered out based on your search criteria ie: because of a time window, or class of service. Not all carriers participate in our electronic reservation system. I've seen a less expensive airfare on another Web site. Why can't I find the same price in the Travel-OnLine Online Booking system? Most of the time, if you are able to find a fare online your travel team will be able to get that same fare for you. Please advise your travel agent immediately with the fare, airline, flight numbers, routing, and times. On those rare occasions when you find a lower fare online this may happen because: • Travel-OnLine shows you only those flights that have seats available. The other site's airfare may apply only to a few seats and those seats may have already been sold. • The fare quote that you receive from our Travel-OnLine and from your Travel-On agents is the price inclusive of taxes and surcharges. Some sites quote the fare without these add-ons until you book the reservations. This can make a significant difference in the airfare quotes. • A specially-advertised airfare may be offered by a reseller company that has already purchased seats from the airlines and is reselling those seats to the public. These fares are typically more restrictive and offer less flexibility for business travelers. • Some sites offer loss leader fares to get you to their site. Once online, you may find that the price is higher when you actually go in to book your reservations because the airlines sell so few seats at those lower fares. • Your company travel policy may prevent the Travel-OnLine Online Booking tool from displaying certain availabilities in your search results. Why can't I find international flights from ____ to ____? Try changing the time window to an all-day search. If you are searching for a specific airline, verify that the airline is selected in the Preferred airline list. If you are looking for any available airline, verify that "No preference" is selected in the Preferred airline list. Why can't I find international flights with business class seats to ____? If your international itinerary will include a domestic segment on a flight with only First Class and Coach/Economy inventory, you will need to contact your Travel-On agent to book your reservation. For example, if you want to travel from Des Moines, Iowa, to Copenhagen, Denmark via business class, but there are no routes providing business class seats in all segments, your search will not return any suitable results. In these situations, when you must fly another class domestically for a connection to international business class, your Travel-On agent can best help put together your itinerary. Why can't I find the preferred flight or flights for my itinerary? 4
  5. 5. Try one of these solutions: • Revise your arrival or departure times. • Expand or shorten the Time window for searches range. • Choose a specific preferred airline or choose "No preference" in the Preferred airline list. I receive the message "We were unable to find any flights matching your search criteria. Please change your airline preference and/or departure/arrival dates and try again." Am I doing something wrong? Try one of these solutions: • Revise your arrival or departure times. • Expand or shorten the Time window for searches range. • Choose a specific preferred airline or choose "No preference" in the Preferred airline list. I can't find a flight into JFK, CDG, or another particular airport. Is there an option that will allow me to check all nearby airports? On the New Trip page, select the Nearby airports box under Include in search. I was in the middle of making a reservation when I lost my Internet connection. What do I do now? If you did not receive a confirmation number before you were disconnected, then your reservation was probably not completed. To check, sign back in to the Travel-OnLine Online Booking system and click New Trip on the Trip Tools menu. Next, click either Unpurchased Trips or Purchased Trips under Open a Saved Trip. If your itinerary appears under Unpurchased Trips, then your purchase was not completed. Click the name of the itinerary to open it and continue booking your travel. If your itinerary is not listed under either type of saved itinerary, then you will need to start making your flight, car, or hotel arrangements from the beginning. Why was I assigned different seats than those I requested? This is typically related to the seating zone reserved for premium frequent fliers. Certain seats on most flights are reserved for travelers with premium frequent flier memberships. The Travel-OnLine Online Booking system marks these as "preferred seats." If you chose a seat that was marked as a "preferred seat," and a premium frequent flier membership isn't loaded in your profile, the Travel-OnLine Online Booking system provides a pop-up warning that you have selected a premium seat assignment. Your seat assignment will be changed to a "non-preferred" seat, based on seat availability and your frequent-flier qualification. On the Trip Planner | Itinerary Overview or Buy Trip confirmation page, the Travel-OnLine Online Booking system notifies you that the seat was not successfully reserved, or that an alternative seat was reserved for you. Why can't I reserve seats on a flight number that involves a change of planes? The Travel-OnLine system does not currently allow seat reservations for flights that include a change of planes for the same flight number. Contact your Travel-On agent to confirm seats for this flight. Your flight may, however, include a stopover in a connecting city. CAR RESERVATIONS FAQ I can't seem to find a car rental for a one-way rental. Any suggestions? On the Add a Rental Car Reservation page, select "No preference" in the Preferred rental company 5
  6. 6. box. No car rentals seem to be available in the city of ____. Any suggestions? Try one of these solutions: • Revise your pick-up or drop-off time. • Select "No preference" from the Preferred rental company list (if available). • Don’t select more expensive rental options, such as "Premium," "Luxury," or "Special," from the Type of car list. • Select "No preference" from the Car category list. I have a special request for my car. How can I notify the car rental agency? You can update your Travel Preferences in your traveler profile with your special equipment request. If the Send a Note to Your Travel Agent area appears on the Buy Trip page, you can type a message to Travel-On into the text box. If this optional area doesn’t appear on your Buy Trip page, you can contact the rental car agency directly, or you can contact your Travel-On agent for help Why don’t my rental car pick-up and drop-off times exactly match the flight arrival and departure times in my itinerary ? In the Travel-OnLine Online Booking tool, rental car pick-up and drop-off times automatically change to the next whole hour, based on the times in your itinerary. Why didn’t I receive a cancellation number when I canceled my car using the Travel- OnLine system? Rental car vendors do not provide cancellation numbers when cars are canceled, so there is no cancellation number for the Travel-OnLine Online Booking system to display to you. HOTEL RESERVATIONS FAQ Why can't I find a specific hotel property online? This could be for one of several reasons: • The hotel is unavailable. • The hotel is out of the price range selected in the initial search. • The property may not be marked in the database as being near the "preferred location" you specified. • If the hotel was included in a search for the actual name of the property, the name you entered may be slightly different from the name listed in the database. • The hotel doesn’t participate in our electronic reservation system. • The hotel may not be listed in your company’s "Policy Vendor Preferences." Why doesn't a hotel list my company 's preferred rate? Hotels allocate a percentage of their rooms for preferred rates. The preferred rate allocations are likely all taken for the date or dates you've selected. -OR- The hotel may not be listed in your company's "Policy Vendor Preferences." 6
  7. 7. I have a special request for the hotel. How can I notify the hotel? You can update your Travel Preferences in your traveler profile with your special request. If the Send a Note to Your Travel Agent area appears on the Buy Trip page, you can type a message to your Travel- On agent in the text box. If this optional area doesn’t appear on your Buy Trip page, please contact your Travel-On agent for assistance I arrived at a hotel for which I thought I made a reservation in the Travel-OnLine system, but the hotel had no record of my reservation. Always check the details on the Trip Planner page or in your confirmation e-mail message after making a reservation. If the hotel status shows "not reserved" in the Travel-OnLine system, this means the reservation was either not completed successfully, or an error was returned when the reservation was attempted. My credit card is in my profile, but I had to reenter it on the Buy Trip page when making a hotel reservation. Why? The credit card is probably not designated in your profile as the default form of payment for hotel reservations. In your profile, double check that the credit card you want to use for hotel reservations is marked as the default for hotels. ITINERARIES FAQ How do I cancel all or part of an itinerary? If you want to delete the entire itinerary, click either the Unpurchased Trips or Purchased Trips link in the Saved Trips and Templates area on the New Trip page, depending on which type of itinerary you want to delete. Next, click the Delete link next to the name of the itinerary you want to delete. If you want to delete an air, car or hotel segment, click Delete next to that segment on the Trip Planner page. Why do I get multiple e-mails of the itinerary if I add a car or hotel segment? Any time a Traveler's itinerary is changed, the Travel-OnLine Online Booking system sends an e-mail message to notify the Traveler of the modification. Since you, your Travel Coordinator, Travel Manager, and Travel-On agent can all make changes, this e-mail feature serves to eliminate confusion as to who made changes and when. Can I cancel a portion of my itinerary, such as cancel a car rental but keep an air reservation? Before or after completing a purchase, the Travel-OnLine Online Booking tool allows you to delete any portion of your itinerary. However, once you purchase the itinerary, be aware that change fees and penalties may apply for flight reservations. PERSONAL TOOLS FAQ 7
  8. 8. How does someone assign me to be his or her Travel Coordinator ? In order to be successfully designated as a Travel Coordinator, you must first register online and indicate on your registration information that you are a travel coordinator. After that has been done, the person who wants to make you his or her Travel Coordinator should sign in to the Travel-OnLine Online Booking system, Go to Profile Manager, and select the Travel Coordinator Component. How do I access someone else’s account to "Book on Behalf Of"? Sign in as yourself and click Online Reservations. On the Personal Tools menu, click Travel Coordinator. From the list in the My Travelers area, select the name of the person you are going to book for and click Book on Behalf of Traveler. You will then be signed in to book travel for that person. Can I make updates to someone else’s profile ? If so, how? Yes, if that person has authorized you to book travel on his or her behalf, you can also make modifications to their profile as a Travel Coordinator. To do so, sign in to the Travel-OnLine Online Booking system with your own user ID and click Online Reservations. On the Personal Tools menu, click Travel Coordinator. In the My Travelers area, select the name of the person whose profile you want to update, click Book on Behalf of Traveler, and then select Profile Manager from the Personal Tools menu. 8

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