Ascension Travel Services Frequently Asked Questions

Transcription

1 Ascension Travel Services Frequently Asked Questions Revised April 29, 2014 Overview Q. What is Ascension Travel Services? A. Ascension Travel Services is a new service designed to meet the needs of today s Ascension business traveler. Ascension Travel Services will enhance the travel experience, improve our ability to respond to associates health or safety needs while away from home and reduce costs. These enhancements will be accomplished by consolidating travel services across Ascension and leveraging three top-quality service providers: Carlson Wagonlit Travel (CWT), Bank of America and the Ministry Service Center. Q. Why was Ascension Travel Services formed? A. The current system of travel for Ascension associates has served us well but does not support the needs of today s Ascension business traveler. That s why we have created Ascension Travel Services: a seamless, consistent approach that streamlines the travel and post-travel experience to better handle the needs of today s Ascension business traveler. Furthermore, Ascension spends more than $50 million a year on travel and related expenses. The new approach will enable our ministry to take advantage of the size and scale of Ascension to receive the best rates and provide the best experience for associates. Ascension Travel Services was created in part to meet the needs of several Health Ministries deployed on the Symphony solution that have expressed a desire to have a single new organization-wide travel and card program. Q. Why is Ascension Travel Services better? A. This new system is designed with the needs of today s Ascension business traveler, given the speed and demands of business. Ascension Travel Services offers an integrated, easy-to-use approach that will streamline business travel activities, from booking travel to changing travel plans on the go, with tools like a smartphone app and an expense reporting system that 1

2 allows expenses to be paid directly. Overall, it will help reduce burdens of travel through significant improvements in the travel experience. Q. What services does Ascension Travel Services offer? A. Ascension Travel Services is composed of a business credit card program and a comprehensive travel management program. Associates designated by their CFO to receive a new Associate Travel Card from Bank of America will be able to use the credit card to pay for all business travel and related expenses. Ascension Travel Services will become the hub for all travel and post-travel activities, providing an integrated travel service for all Ascension travelers. In addition to business travel, the travel management program (Carlson Wagonlit Travel) may also be used for personal travel. Q. Who benefits from the savings generated by Ascension Travel Services? A. Health Ministries and Ascension subsidiaries will realize 100 percent of the savings from the travel program, which is anticipated to be as much as $10 million per year once all ministries are fully participating. Savings through the new travel program could be as much as 20 percent less than current costs. The overall annual cost of the program is expected to be approximately $750,000, which will be funded through rebates and incentives from airlines, hotels and other travel partners. Q. What vendors work with Ascension Travel Services? A. Ascension Travel Services brings together the skills and expertise of three trusted partners into one complete travel solution: Carlson Wagonlit Travel, Bank of America and the Ministry Service Center. Q. Why were Carlson Wagonlit Travel (CWT) and Bank of America chosen? A. Working with The Resource Group, Ascension Travel Services selected CWT as our travel management company and Bank of America as our business credit card provider after conducting a competitive request for proposal (RFP) and due diligence process, which spanned 18 months and included representatives from 15 functional departments and Health Ministries from across Ascension. Both of these vendors provide robust, user-friendly and 2

3 continually evolving customer service options, including Web and mobile platforms. They provided the best combination of service and value for our ministry. Q. What is the role of the Ministry Service Center? A. The Ministry Service Center is a critical partner in fulfilling the broad service components of Ascension Travel Services. In addition to processing expense reports and making payments to associates and vendors for travel-related expenses beginning in June 2014 for Health Ministries on the Symphony solution, associates at the MSC also will be the front line for customer service-related issues, training and reporting. Q. What personal benefits will I receive by using Ascension Travel Services? A. Associates will be able to access discounted rates for both business and personal travel. We will share information on this as soon as it s available. Timing and Transition Q. What s the rollout plan for Ascension Travel Services? A. The Ascension Travel Services rollout started with a pilot program for System Office locations, the Ministry Service Center, Symphony and Providence Healthcare Network, Waco, Texas, on March 24, Rollout will occur May 19 for Alexian Brothers Health System, Illinois; Genesys Health System, Michigan; St. Mary s of Michigan; and St. John Providence Health System, Michigan. The rest of Ascension, including Ascension Information Services, will be live on Ascension Travel Services on June 23. Expenses and Reimbursement Q. How will expenses be handled under the new program? A. Upon launch, all Health Ministries will continue to use their current expensereporting and reimbursement process. At the end of FY14, Health Ministries that have been deployed on Symphony will begin to use a new Travel and Expense module within the PeopleSoft platform. This tool will help automate 3

4 the expense-report process. We ll share more details as this transition approaches. Q. What expenses do I put on my Associate Travel Card from Bank of America? A. If you re designated by your CFO to receive an Associate Travel Card from Bank of America, you should use that card for your major travel-related expenses, including hotel, car rental and meals. (If you are a System Office traveler, air and rail expenses are charged to a separate Ascension card, which was automatically entered in your Carlson Wagonlit Travel profile.) For more information, see the Ascension Business Travel and Expense Reimbursement Handbook. Note that individual Health Ministries may have policies that differ slightly. You should submit your expense reports as soon as possible so reimbursement can occur quickly. Q. Must ALL expenses be charged to the Associate Travel Card from Bank of America to be eligible for reimbursement including meals, parking, small-dollar incidentals, etc.? A. Minor expenses such as parking fees, tips, etc., can be paid with cash. But any time you use a credit card to pay for an expense, you must use the Associate Travel Card from Bank of America if you ve been designated by your CFO to receive one in order to be reimbursed. A new System policy on expenses is being finalized and will be published soon. Health Ministry policies may differ slightly. Please check with your Finance or Human Resources department to see the policy that applies to you. Q. If I book travel using the new Associate Travel Card from Bank of America, who pays the bill? A. As Ascension Travel Services launches, all business-related expenses should be charged to your Associate Travel Card from Bank of America, if you ve been designated by your CFO to receive one, and associates should submit those expenses as soon as possible for reimbursement through their regular expense reporting process. (Exception: System Office airfare is charged to a separate account.) When the bill comes from Bank of America, the associate will need to pay it before its due date. Usually the associate should be 4

5 reimbursed before or not long after that date by submitting expense receipts as early as possible. For associates who receive an Associate Travel Card from Bank of America, Ascension Travel Services and the MSC are working on new functionality through which expenses will flow from Bank of America to the system at the MSC for those Health Ministries that are deployed on Symphony. Then when the supervisor approves the expenses the MSC will automatically pay Bank of America directly (except for non-approved/personal expenses, or minor expenses that were paid by the associate with cash for which the associate will be reimbursed). The target date for that functionality is late June We ll share more details as this transition approaches. Q. When we are live on Symphony, will credit card users need to scan their receipts and submit them? A. Beginning in June 2014 a new expense reporting process will be implemented for Health Ministries on Symphony, and associates will be directed to training on the new process. As of now, receipts will still need to be scanned, but that may change in the future for associates who receive an Associate Travel Card from Bank of America depending on whether we are able to get an image of receipts imported from Bank of America. We will share details once the process and policies are finalized later this spring. Associates will be directed to review and acknowledge the new policies. Q. In the past, System Office associates charges for rental cars were paid directly by the System Office. Will that change? A. Yes. Rental car charges will be paid by the traveling associate, who will submit that expense for reimbursement. Q. Where will we get our air travel invoices for submission with our expense reports? A. After each reservation booking, the traveler will receive two messages. The first one is a confirmation of the booking or conversation and recaps the reservation. The second message will arrive a short time later, after the reservations have been reviewed as a quality check. The quality check then 5

6 results in the ticket transaction. This second will have the invoice/itinerary attached. This message needs to be filed and referenced later to be submitted with your expense report. Training/How it Works Q. How will I use Ascension Travel Services? A. Ascension Travel Services documentation and training resources are available via a link in the Info & FAQ section of and learning activities are available in Ascension Health University by searching for travel services. Additional questions can be directed to ASCENSION ( ). Q. How can I learn about training on the Ascension Travel Service system? A. As Ascension Travel Services is rolled out organization-wide, you will be notified in a timely manner of your Health Ministry s implementation date. In addition, a series of introductory communications has been developed to provide you more information about the program s services and benefits at You will receive information about training resources, including a recorded webinar available on Ascension Health University that can be found by searching for travel services. There also is a short video that provides an overview of the service at Finally, training documentation and resources are available via the Info & FAQ section of Q. Is training on the new Ascension Travel Services travel system mandatory? A. Training on the travel booking tools of Carlson Wagonlit Travel is not mandatory, but we encourage everyone to review the training so they can use the tools to their full advantage when booking travel for themselves or others. Ascension Travel Services documentation and training resources are available via a link in the Info & FAQ section of and learning activities are available in Ascension Health University by searching for travel services. 6

7 Q. What activity is mandatory? A. Associates who are designated by their CFO to receive a new Associate Travel Card from Bank of America are required to acknowledge card policies before they begin using the card. Instructions may be found via a link in the Info & FAQ section of For those who receive a card, all expenses for travel booked on or after their Health Ministry s Ascension Travel Services rollout date or the date they receive and activate their card need to be paid with their Associate Travel Card from Bank of America in order to qualify for reimbursement. Card recipients will receive instructions via on how to activate their card. Q. Who will I contact with problems or questions? A. You will first contact Ascension Travel Services at 844-ASCENSION ( ) with any questions about the program. If needed, we can direct you to Bank of America or Carlson Wagonlit Travel. The Travel Program Q. I have reservations for future travel after our transition to Ascension Travel Services that have already been booked. How are these reservations impacted? A. You should continue to use your current travel management company or process for any reservations that have already been booked until that travel is completed. If you are concerned, please contact your local agency or vendors approximately two weeks prior to your travel date to ensure your reservation is intact. Q. I have a trip that is scheduled subsequent to my Health Ministry s transition to Ascension Travel Services. How do I book this in advance if Ascension Travel Services is not available yet? A. You should continue to use your current travel company or process for any reservations that need to be booked before the transition to Ascension Travel Services, and continue to work with the current company or vendors until that travel is completed. 7

8 Q. I have future travel booked using my current business credit card and I m scheduled to receive a new Associate Travel Card from Bank of America. Will I need to change my upcoming trip to the new credit card? A. No. Your existing travel can stay on your current business credit card, regardless of when the travel will occur (assuming it s before the end of this fiscal year). Any travel booked on or after your Health Ministry s Ascension Travel Services effective date should be charged to your new Associate Travel Card from Bank of America, if you receive one. Q. If my Health Ministry doesn t currently pay travel agency or transaction fees when we book travel on a site like Travelocity, why do I have to pay fees when using CWT? A. When you book travel through online sites such as Travelocity sometimes you pay fees, and sometimes the airline or hotel pays the booking site a fee. The nominal fees we pay help ensure we receive great service and access to state-of-the-art booking tools. An advantage of booking through an agency includes personalized help in case of delays for bad weather or other reasons, when you need to quickly find another flight or choose and book a quality hotel. Using an agency also gives you greater ability to change airline tickets and to more easily track and hold unused tickets for later use. And CWT, our travel program partner, guarantees that we will receive the lowest rates; if you see a lower rate on another site there will be a procedure in place to request a refund of the difference if it s an exact itinerary match. Q. What happens to Health Ministry relationships with existing travel companies? A. As Health Ministries transition to Ascension Travel Services, their existing relationships will terminate. Having everyone participate in Ascension Travel Services is key to reducing costs across the System. When we re able to capture all of our travel-related spending, we ll be able to negotiate better rates and discounts, and earn volume-based rebates that we can t access today. 8

9 Q. Our current travel agency has my personal travel preference and frequent flier numbers on file. Do I have to rebuild a new profile with Ascension Travel Services? A. For System Office associates, travel profiles were automatically transferred over in their entirety. There will be no automatic transfers of data for other associates. Q. Will I have to use Ascension Travel Services for my business-related travel? A. In order for Ascension to realize the significant cost savings potential of consolidating all travel-related expenses, all travel after your Health Ministry s implementation date should be booked through Ascension Travel Services in order for the traveler to be reimbursed. Q. What if I find a cheaper airfare or hotel room through Travelocity or some other means? Do I still have to book through Ascension Travel Services? A. Ascension Travel Services will work with CWT to ensure that we have the best possible overall pricing in the industry given our size. Even if you find a rate that might appear cheaper on a different website, you must book all business travel through Ascension Travel Services. It s important to have all bookings through CWT so we have full visibility of your travel itinerary in the event of travel disruptions. Because CWT guarantees us the lowest fares based on the same itineraries booked at the same time, if you do find a lower rate, you can submit it to Ascension Travel Services to be researched to request a rate reduction from CWT. Specific procedures will be communicated when they are finalized. Q. What do I do if I m attending a conference for business and the conference hotel has a better rate than the standard Ascension rate through Carlson Wagonlit Travel? A. If you attend a conference, you have the flexibility of booking your hotel either through Ascension Travel Services or directly with the conference hotel. Most of the time, the specially negotiated conference rate will be cheaper than the 9

10 regular Ascension rate. If so, you should book directly with the conference hotel. But before you do, be sure to check whether the conference rate is truly better than the Ascension Travel Services rate when taking into account extras such as parking, internet fees, free breakfast, etc. Many times the Ascension Travel Services rates include those items whereas the conference rate does not. Q. With Ascension Travel Services can I still use my frequent flier miles/points to upgrade my flights? A. Yes, you can still use frequent flier miles/points for upgrades. After you book your flight through Ascension Travel Services, whether online or by phone, you ll need to contact the airline directly to request the upgrade. Q. How will you monitor and ensure a positive user experience? A. A leading research firm and highly experienced survey teams will deploy a series of baseline and follow-up surveys to the users of Ascension Travel Services to track user experience. The system is designed to address the complexity and demands faced by today s Ascension business travelers. You also will be able to contact Ascension Travel Services any time you have an issue and you will be able to speak with a live person who will help you resolve any questions or concerns. Q. Will Ascension Travel Services limit my travel choices e.g. airlines, hotels, rental car companies, etc.? A. Ascension Travel Services has contracts with all major airlines, hotels and car partners, but not every vendor will necessarily be part of the program. If your preferred vendor is not included, please let us know and we will review it to possibly expand our vendors in the future. Q. Do I still get points or miles through my frequent flier or hotel loyalty programs? A. Ascension Travel Services should not have any impact on the way your frequent flier or hotel loyalty programs work; they will be the same as they have been in the past. 10

11 Q. Can I use Ascension Travel Services for personal travel? A. Yes, we encourage all associates to use Ascension Travel Services for personal travel. The more travel we book through Ascension Travel Services the better our rates will be in the future. Of course, personal travel should be booked using your personal credit card, not your new Associate Travel Card from Bank of America, if you were designated by your CFO to receive one. Q. Can my family or friends use Ascension Travel Services? A. At this time only Ascension associates (including all subsidiaries and Health Ministries, according to the rollout schedule) will be able to book travel through Ascension Travel Services. Ascension Travel Services is working with our travel management company to expand the service to allow friends and family to book travel for themselves in the future. Q. How do I learn more about CWT To Go, the smartphone app from Carlson Wagonlit Travel? A. Please see the CWT To Go FAQ. Q. How do I have my travel schedule automatically sync with my Outlook calendar? A. There are two ways to automatically sync a travel schedule with an Outlook calendar: Option 1: Synchronization using a smartphone The CWT To Go mobile app will synchronize the calendars. Please reference the CWT To Go FAQ and look for Calendar sync for more details. Please note: Using the CWT To Go mobile app will work only if your Outlook calendar is linked to your smartphone. This will sync all your trips to your Outlook calendar. OR Option 2: Synchronization using an Outlook calendar directly 11

12 Within the Carlson Wagonlit Travel (CWT) online booking tool, each individual trip may be synced with your Outlook calendar. To do this, access your itinerary under Trips, scroll down to Synchronization, and select the trip details to import into your calendar. Please note: Use only one option to synchronize the calendars to avoid duplicate information in your Outlook calendar. Q. I need to book my spouse to travel with me on a business trip (at my expense). How do I do that? A. To book travel for an accompanying spouse, call 844-ASCENSION ( ) and press 5 to connect with Carlson Wagonlit Travel. Spouse travel cannot be booked online. Q. I want to book personal (non-business) travel for myself only. How can I do that? A. To book personal (non-business) travel, go to and login to the Carlson Wagonlit Travel portal using the gray Login button at the top right of the page. You will need to enter a personal credit card into your Traveler Profile to pay for your personal travel. You will have access to Ascension s negotiated rates for your personal travel. Q. I want to book (non-business) personal travel for myself and my spouse or other family member. How can I do that? A. To book personal travel for yourself plus a family member, call 844- ASCENSION ( ) and press 5 to connect with Carlson Wagonlit Travel. Travel with another family member cannot be booked online. Q. Can contractors or others who work with Ascension or our Health Ministries book travel through Ascension Travel Services? A. Yes, non-associates who work with Ascension may book travel by calling 844-ASCENSION ( ) and pressing 5 to connect with Carlson Wagonlit Travel. They should identify themselves as being affiliated with 12

13 Ascension. Travel may not be booked online because they won t have a traveler profile in the CWT system. Q. What about travel I ve already booked for a future business trip? A. Travel previously booked will continue to be serviced by your previous agency or vendors. To make any travel changes or inquires on previously scheduled trips, please contact the agency or vendor used for the travel. Q. How should new associates book their business travel? A. New associates should begin using Ascension Travel Services to book their business travel as soon as they start work. To do so, call 844-ASCENSION ( ) and select option 5 to connect to our travel partner, Carlson Wagonlit Travel (CWT). Be sure to let the representative know that you are a new associate and he or she will create a temporary traveler profile for you. It takes about two weeks for a new associate s information to transfer from the Ascension Human Resources system to the CWT system. At that time, the new associate will receive two s directly from CWT with his or her personal login information to use the online booking tool. New associates should log in to the CWT system to confirm their personal information matches their government-issued identification and to update their profile with their travel preferences, frequent flier information, travel arranger information and other data. Once an online profile has been established, associates should use the online booking tool to book simple, straightforward travel. The tool can be accessed by going to and clicking the Login button at the upper right. For complex travel (for example, to multiple destinations on one trip), call 844-ASCENSION ( ) and select option 5 to connect to a CWT agent. 13

14 Credit Cards, Including the New Associate Travel Card from Bank of America Q. Who will receive a new Associate Travel Card from Bank of America? A. Finance leaders at each Health Ministry or subsidiary, including the System Office, Symphony and the Ministry Service Center, determine who on their team receives a new Associate Travel Card from Bank of America. Generally, those associates who travel most frequently or incur business-related expenses will receive the new cards. If you are designated to receive a new Associate Travel Card from Bank of America, it should arrive shortly before or after your Health Ministry goes live on Ascension Travel Services. (The Ascension Travel Services rollout started with a pilot program for System Office locations, the Ministry Service Center, Symphony and Providence Healthcare Network, Waco, Texas, on March 24, Rollout will occur May 19 for Alexian Brothers Health System, Illinois; Genesys Health System, Michigan; St. Mary s of Michigan; and St. John Providence Health System, Michigan. The rest of Ascension, including Ascension Information Services, will be live on Ascension Travel Services on June 23.) If you think you should receive a card and don t receive one in the mail at your home within a week after your go-live date, you should contact your supervisor or local Finance leader, or call 844-ASCENSION ( ). Q. What if I got a notice from Ascension Travel Services telling me I would receive an Associate Travel Card from Bank of America but haven t received it yet? A. If you haven t received your new card in the mail at home within a week after your go-live date, call Ascension Travel Services at ASCENSION ( ). Q. What are my responsibilities as a recipient of an Associate Travel Card from Bank of America? A. The card holder will need to review and accept the card holder services agreement that specifies the terms of the card s use prior to activation. Additionally, the System s current Accountable Plan and policies and procedures addressing travel and business expense reimbursements are 14

15 available at and the CWT travel portal. That policy is being revised and the new version will be available shortly. Your Health Ministry may have more strict policies, and you should consult your Finance or Human Resources department if you would like to review your specific policies. Q. How do I activate my Associate Travel Card from Bank of America? A. Your new card will need to be activated prior to use by following the instructions on the sticker on the front of your new card. Your activation code is nine digits long and consists of a preceding followed by the last four digits of your Social Security Number. For example, if the last four digits of your SSN are 1234, then your activation code is You also will need to acknowledge the policies regarding use of the card. If you re designated by your CFO to receive a card, you ll receive an with instructions on how to do that. Instructions for completing the acknowledgement also are available via a link in the Info & FAQ section of Q. Why did I receive a personal identification number (PIN) from Bank of America for my Associate Travel Card? A. The Associate Travel Card from Bank of America incorporates chip and PIN technology. The card has an embedded chip, and you receive a PIN separately in the mail. This technology will become more common for U.S. credit cards over the coming years. At this time the PIN is required only for international purchases. If you re designated by your Chief Financial Officer to receive an Associate Travel Card from Bank of America, you should receive your Bank of America PIN a few days before you receive your Associate Travel Card. PINs cannot be personalized or reset. If you forget your PIN, you can retrieve it online by visiting the Bank of America secure PIN Check website at You must register on the website to use it. 15

16 If you don t have access to the Internet and need your PIN, you may contact Bank of America Customer Service at to request that a PIN reminder be sent to you. Bank of America Customer Service cannot provide a PIN over the phone for security reasons. Q. I have a new Associate Travel Card from Bank of America. How do I view my statement online or pay my bill? A. To view statements online or make payments, please enroll in the Bank of America online Payment Center at See How to Register on Bank of America Payment Center. You can pay your bill through the Bank of America Payment Center, or by using your bank s online bill pay system or mailing a check to Bank of America. Q. Do I need to add my credit card information to my Traveler Profile in the Carlson Wagonlit Travel system? A. Yes, you must add your credit card information to your traveler profile in the Carlson Wagonlit Travel system. See Completing Your CWT Profile Adding Your Credit Card Information for step-by-step instructions. If you receive an Associate Travel Card from Bank of America, enter that information. If you don t receive the Associate Travel Card from Bank of America card, you will need to enter personal credit card information. You will be reimbursed for eligible business-related expenses once they are reported and approved. Q. My Traveler Profile in the Carlson Wagonlit Travel system shows a different credit card for airfare and rail fare. Why? A. For System Office associates, air and rail expenses are charged to a separate Ascension card, which was automatically entered in their profile. Please do not delete this information. If you already did delete it or change it, the original Ascension-billed card will be added back automatically. 16

17 Q. My Traveler Profile in the Carlson Wagonlit Travel system doesn t show a card for airfare and rail fare. Why? A. For most associates across Ascension, air and rail expenses are charged to their own credit card either their Associate Travel Card from Bank of America if they receive one, or a personal credit card. Q. If I have an Ascension American Express corporate credit card, what do I need to do? A. Ascension American Express accounts will automatically close on June 30, 2014, so your card should be properly disposed of before that time; it does not need to be returned. If you have American Express reward points, you must use or transfer them by June 30, If your AMEX account number is being used for any recurring businessrelated charges, please update using your new Associate Travel Card from Bank of America as soon as possible but no later than June 30, Q. Can I use my Associate Travel Card from Bank of America for personal expenses? A. The Associate Travel Card from Bank of America is intended for business expenses only and any incidental personal expenses will need to be paid to Bank of America by the associate in a timely manner as outlined in the travel policy. Q. If I don t have a new Associate Travel Card from Bank of America, how should I pay for business travel? A. If you don t have an Associate Travel Card from Bank of America, you can use a personal credit card and submit your expenses for reimbursement using your Health Ministry s current process. If you travel often, you should talk with your supervisor about whether you should get an Associate Travel Card from Bank of America. 17

18 Q. How do I request an Associate Travel Card from Bank of America for myself or another associate? A. You can download the application form and instructions here. If you re not already logged in to Communities you will be prompted to do so. Q. What do I do if my name changes while I have an Associate Travel Card from Bank of America? A. If you legally change your name while your card account is active, you must notify the Travel Card Administrator with your new information by downloading the T-Card Maintenance Form, selecting I am requesting a Name Change, and submitting the completed form to TCardForms@ascension.org. You will receive an updated card from Bank of America within 10 days. Your old card is valid until your new card is activated. Once the new card is activated, destroy the old card. Q. What do I do if my card is lost or stolen? A. If your card has been lost or stolen, it is imperative that you notify the Travel Card Administrator as soon as possible by calling Ascension Travel Services at ASCENSION ( ). If you discover your card is lost or stolen outside of Ascension Travel Services hours, please notify Bank of America directly at The bank will deactivate your card and issue a new one. Be sure to notify the Travel Card Administrator after you contact Bank of America. Q. What do I do if I think there are fraudulent charges on my Associate Travel Card? A. If you believe your monthly statement has fraudulent transactions, notify the Travel Card Administrator as soon as possible by calling Ascension Travel Services at ASCENSION ( ). The Travel Card Administrator will guide you through the process of disputing the transaction with Bank of America. 18

19 Q. What do I do if I disagree with what a vendor has billed me? A. Occasionally vendors may overbill, duplicate a valid transaction or refuse to issue credit for a returned product. Disputes, if possible, should be resolved directly between you and the vendor. You should raise a dispute with the vendor as soon as the incorrect transaction is identified. If the dispute cannot be resolved within 10 days, you should contact Ascension Travel Services at ASCENSION ( ). The Travel Card Administrator will guide you through the process of disputing the transaction with Bank of America. Q. What do I do if I need to take a leave of absence? A. If you will be on leave from your Health Ministry, System Office or subsidiary, you must notify the Travel Card Administrator to temporarily suspend your card by downloading the T-Card Maintenance Form, selecting I am requesting a leave of absence, and submitting the completed form to TCardForms@ascension.org. Once you return, you must notify the Travel Card Administrator by submitting the T-Card Maintenance Form to have your card reactivated. Q. How do I cancel my Associate Travel Card from Bank of America? A. If you need to cancel your card or an associate s card, download the T-Card Maintenance Form, fill in the cardholder name and the reason for cancellation, and submit the completed form to TCardForms@ascension.org. Make sure the card is destroyed. Please do not return cancelled cards to the Travel Card Administrator. Q. What do I do with my Associate Travel Card from Bank of America if I am no longer employed by the organization? A. If you end your employment, you must destroy your card and notify the Travel Card Administrator to cancel your card by downloading the T-Card Maintenance Form, selecting I am cancelling my T-Card account, and submitting the completed form to TCardForms@ascension.org. If an associate is terminated, it is the responsibility of the associate s immediate supervisor to request the card cancellation. 19

20 Questions? Q. Who can I contact with more questions? A. You may contact Ascension Travel Services at ASCENSION ( ) and one of our representatives will be happy to assist you. (Note: Please do not call Finance about the Associate Travel Card from Bank of America.) 20