Ascension Travel Services Frequently Asked Questions

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1 Ascension Travel Services Frequently Asked Questions Revised February 1, 2015 Q. What is Ascension Travel Services? A. Ascension Travel Services is designed to meet the needs of today s Ascension business traveler. Ascension Travel Services enhances the travel experience, improves our ability to respond to associates health or safety needs while away from home and reduces costs. These enhancements are 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. Expenses and Reimbursement Q. How are expenses handled under the new program? A. Health Ministries that have been deployed on Symphony use the Travel and Expense module within the PeopleSoft platform and a feature called My Wallet. For associates with Associate Travel and Expense Cards from Bank of American this tool imports transactions in order to automate the expensereport process. Health Ministries and subsidiaries that are not deployed on Symphony continue to use their current expense-reporting and reimbursement process. Q. How does My Wallet work? A. My Wallet streamlines and simplifies the expense reporting submission process for Ascension business travelers who have the Associate Travel and Expense Card from Bank of America and who use the Symphony solution. Your charges will automatically import into the My Wallet system directly from Bank of America, including details of each transaction, making completing and filing expense reports easier and quicker. After you confirm your charges and submit your expense report, your supervisor will be notified that it s ready to be approved. Then approved charges will be paid directly to Bank of America on your behalf. 1

2 Q. How do I learn more about My Wallet? A. Training is available via recorded webinar on Ascension Health University (AHU), and through written documentation on through the Quick Reference Guides link under Info & FAQ. You can access recorded webinars for immediate review in AHU without registration. To find these courses in AHU, simply search for travel services and select the appropriate live or recorded webinar. Quick reference guides and self-guided training on these programs are also available on the Ascension Portal in the Symphony training guides library. Q. What expenses do I put on my Associate Travel and Expense Card from Bank of America? A. If you re designated by your CFO to receive an Associate Travel and Expense Card from Bank of America, you should use that card for your travel-related expenses, including transportation, hotel, car rental and meals, as well as other business-related expenses that will be submitted on your expense report. For more information, see the Ascension Accountable Plan effective June 1, 2014, available by clicking here. 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 use of the Associate Travel and Expense Card is recommended if possible. But any time you use a credit card to pay for an expense, you must use the Associate Travel and Expense Card from Bank of America if you ve been designated by your CFO to receive one in order to be reimbursed. If you aren t designated to receive an Associate Travel and Expense Card, you can use a personal credit card, and approved expenses will be reimbursed. The Ascension Accountable Plan regarding expense processing and guidelines has been finalized and published, and is available by clicking here. Health 2

3 Ministry policies may differ slightly. Please check with your Finance or Human Resources department to see the policy that applies to you. Q. For associate business travel, if the associate independently books his/her own hotel to avoid the CWT charge, will the associate get reimbursed? A. CWT is our preferred travel agency and all bookings need to flow through this service. Use of CWT applies the discounts and amenities that have been negotiated with hotels and provides visibility to hotel booking for future analysis and negotiation. Q: Can an associate use the Associate Travel and Expense card to pay for dues, subscriptions and memberships? A: Yes, the Associate Travel and Expense Card will accept these types of merchant codes and transactions. These charges would then be processed in the normal expense reimbursement process. For Health Ministries deployed on Symphony, these expenses can be entered on the PeopleSoft Expense Report today. The Travel & Expense Team shares this expense data for the deployed Health Ministries expense reports with the Payroll Rewards Team to identify any taxable income items. Note that some Health Ministries do not allow dues/memberships to be processed on expense reports. Health Ministries can restrict the processing methods of these expenses at the local level. Please refer to your local Health Ministry policy and process for dues and subscriptions. Q. If I book travel using the Associate Travel and Expense Card from Bank of America, who pays the bill? A. For associates on Symphony: For associates with an Associate Travel and Expense Card whose Health Ministry is on Symphony, expenses on the card will flow from Bank of America, appearing in the My Wallet list in PeopleSoft. The associate must complete and submit the expense report that includes the card charges. The supervisor approves the expenses, and the MSC will automatically pay Bank of America directly (except for non-approved/personal expenses, which must 3

4 be paid by the associate). Minor expenses that were paid by the associate with cash will be reimbursed to the associate when entered on the expense report as Out of Pocket expense. Associates should submit their expenses as soon as possible (allowing for approximately 7 days for transactions to flow into My Wallet) through their regular expense reporting process. For associates NOT on Symphony: They will need to pay the regular bill from Bank of America and get reimbursed through existing local expense reporting processes. The Bank of America bill is sent to the cardholder. The associate should submit expense receipts as early as possible in order to be reimbursed by the due date on the card statement. Q. When we are live on Symphony, will credit card users need to scan their receipts and submit them? A. Yes, receipts will still need to be scanned so they link to the expense report. Q. Does this affect how I submit my mileage for reimbursement? A. No. Your process for submitting those expenses does not change. Q. In the past, rental cars for associates of the System Office, Symphony and Ascension Information Services were paid directly by the organization. Has that changed? A. Yes. Rental car charges need to be paid by the traveling associate. These should be submitted on an expense report for reimbursement or payment to Bank of America, depending on the current reimbursement process for the traveler. Q. Where will we get our air travel itinerary/invoice receipts for submission with our expense reports? A. After each reservation booking, the traveler will receive two messages from CWT. The first one is a confirmation of the booking or conversation and 4

5 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 results in the ticket transaction. This second will have the invoice/itinerary attached. This message needs to be filed and referenced later. The itinerary/invoice needs to be submitted with your expense report. Training/How it Works Q. How do 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. You should have seen 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 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. 5

6 Q. What activity is mandatory? A. Associates who are designated by their CFO to receive an Associate Travel and Expense 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 the date they receive and activate their card need to be paid with their Associate Travel and Expense Card from Bank of America in order to qualify for reimbursement (this does not include small incidental expenses such as tips, which can still be paid with cash). Card recipients receive instructions via e- mail on how to activate their card. Q. Who should I contact with problems or questions? A. You should 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. What are the Ascension policies and guidelines for business travel? A. Ascension s Travel Guidelines, available by clicking here, address how to book business travel, including transportation, accommodations and ground transportation, including the traveling associate s responsibilities to be a responsible steward of ministry resources. Q. How to I register on the Carlson Wagonlit Travel (CWT) portal? A. Associates are automatically entered into the CWT system when they join their Health Ministry (the data takes up to two weeks to transfer from our HR system to the CWT system). You should receive two s directly from CWT with a temporary password and your personal identification number (PIN), along with instructions on how to complete your registration. As an alternative, see these instructions to complete self-registration. 6

7 Q. What if I didn t receive the initial registration s from Carlson Wagonlit Travel (CWT), or I deleted them? A. If you don t have the two s from CWT with your personal identification number (PIN), see these instructions to complete self-registration. 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 future travel booked using my current business credit card and I m scheduled to receive a new Associate Travel and Expense 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. Any travel booked on or after your Health Ministry s Ascension Travel Services effective date should be charged to your new Associate Travel and Expense Card from Bank of America, if you receive one, or to a personal credit card if you don t. You should close out any previous business credit card account. Q. What fees are we charged when we book through Carlson Wagonlit Travel? A. Click here for an explanation of the benefits and costs of using CWT. Fees vary based on how travel is booked but it will generally be less expensive to book travel online through CWT. For example, travel booked online has a transaction fee of $8.50 and travel booked over the phone with an agent will generally cost $

8 Q. If my Health Ministry hasn t paid 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. There also may be discounts and amenities included in Ascension rates with airlines, hotels, rental car agencies (e.g. includes insurance coverage) through CWT which you will not be leveraged using other sources. 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, please call Ascension Travel Services ( ) and press 5 to speak with CWT immediately. CWT will search to compare current availability in order to confirm the reservation at the lowest price. Click here to read the CWT low airfare guarantee. For a more complete explanation of the benefits and costs of using CWT, please click here. Q. What happens to previous Health Ministry relationships with travel companies? A. As Health Ministries transition to Ascension Travel Services, their previous relationships 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 previous travel agency had my personal travel preference and frequent flier numbers on file. Do I have to rebuild a new profile with Ascension Travel Services? A. New basic profiles with each associate s name have been created, but additional details must be added by each associate. There is not an automatic transfer of data. Q. Will I have to use Ascension Travel Services for my business-related travel? A. Yes, in order for Ascension to realize the significant cost savings potential of consolidating all travel-related expenses, all travel 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. Yes, 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. There are often taxes, fees and other costs not visible on the surface in these sites and there are often discounts and amenities built into Ascension Travel Services rates. It s also 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 see a lower rate on another site, please call Ascension Travel Services ( ) and press 5 to speak with CWT immediately. CWT will search to compare current availability in order to confirm the reservation at the lowest price. Click here to read the CWT low airfare guarantee. Q. My faculty physicians are able to find much better rates for airfare, hotel, etc., outside of the travel service. Can we book travel outside of Ascension Travel Services if a cheaper rate is found? Most conferences 9

10 offer a special rate to attendees and it seems to always be cheaper than the normal rate for the hotel and cheaper than it is through the portal. A. CWT is our preferred travel agency and all bookings need to flow through this service. The only exception is to book a conference through an association to obtain a discounted hotel rate. If a better airfare rate is found, please contact CWT immediately so CWT can research and match the rate based on its Low Fare Guarantee. 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 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 or a CWT 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. Airfare travel to the conference location should be booked with CWT. 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 have deployed 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 10

11 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 rate structures are focused in many cases on focusing Ascension s travel volume on a subset of hotels or car rental agencies - not every vendor will necessarily be part of the program. If your preferred vendor is not included, please let us know and associate preferences will be very important as we add or renegotiate travel contracts. Q. Do I still get points or miles through my frequent flier or hotel loyalty programs? A. Yes, 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. Loyalty program numbers need to be entered in your profile on CWT for transmission when reservations are confirmed. You will, however, NOT receive points for use of the Associate Travel and Expense Card. Q. What insurance do I need when I rent a car for business? A. When you rent a car in the U.S. for business, you re covered by Ascension s car insurance policy. Be sure to print and carry with you a copy of the insurance card. To download the card from the CWT website, go to click the gray Login button, and log in to CWT. Then look for Domestic Car Rental Insurance Provided by Ace under Ascension Travel Resources in the upper right of the page. When you rent a car for business while traveling outside the U.S., accept the insurance offered by the car rental agency, because the Ascension policy does not cover accidents outside the U.S. Q. Can I use Ascension Travel Services for personal travel? A. A program for booking personal travel will be introduced in spring,

12 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) are able to book travel through Ascension Travel Services. Ascension Travel Services is working with our travel management company to expand the service in spring, 2015 to allow friends and family to book travel 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 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. 12

13 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 need to book my spouse to travel with me on a relocation or househunting trip. How do I do that? A. Spouse travel for relocation or house hunting trips will be reimbursable based on the Health Ministry policy in effect. To book travel for an accompanying spouse for this purpose, call 844-ASCENSION ( ) and press 5 to connect with Carlson Wagonlit Travel. Spouse travel 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 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. 13

14 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. As an alternative, see these instructions to complete self-registration. 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. Credit Cards, Including the Associate Travel and Expense Card from Bank of America Q. Who receives an Associate Travel and Expense 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 receives a new Associate Travel and Expense Card from Bank of America. Generally, those associates who travel most frequently or incur business-related expenses will receive the new cards; Ascension Travel Services will be suggesting a card for associates that travel three or more times per year on business. If you think you should receive a card and didn t receive one in the mail at your home, you should contact your supervisor or local Finance leader, or call 844-ASCENSION ( ). 14

15 Q. What if I got a notice from Ascension Travel Services telling me I would receive an Associate Travel and Expense 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, call Ascension Travel Services at ASCENSION ( ). Q. What are my responsibilities as a recipient of an Associate and Expense 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 available at and the CWT travel portal. 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 and Expense Card from Bank of America? A. Your card will need to be activated prior to use by following the instructions on the sticker on the front of your 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 Q. Why did I receive a personal identification number (PIN) from Bank of America for my Associate Travel and Expense Card? A. The Associate Travel and Expense 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 for international purchases. If you re designated by your Chief Financial Officer to receive an Associate Travel and Expense Card from Bank of America, you should receive your 15

16 Bank of America PIN a few days before you receive your 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. 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. Does receiving an Associate Travel and Expense Card from Bank of America have any impact on my personal credit report or credit history? A. No. The Associate Travel and Expense Card is based on the creditworthiness of Ascension, so it has no impact on any associate s personal credit report or credit history. Q. Is the Associate Travel and Expense Card like a credit card, and if so, what are the costs and interest, etc.? A. The Associate Travel and Expense Card is a Visa credit card through Bank of America. For Symphony ministries, an approved expense report using My Wallet will generate a payment to Bank of America to pay any transactions incurred on the card. If expense reports are completed in a timely manner (within 30 days of transaction or 30 days of travel), the card balance is continually paid, which eliminates late fees. If no expense report is submitted, then no payment is generated to Bank of America. Late fees are incurred if the balance is not paid after 45 days. Q. Can we use a co-worker s Associate Travel and Expense Card for approved airfare and hotel expenses? A. Yes, the card has been designed to allow managers or supervisors to book travel on behalf of their team members who may not have credit cards. The cardholder will have to submit an expense report that will generate a payment to Bank of America for any approved charges. 16

17 Q. I have a new Associate Travel and Expense 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. If your Health Ministry is on Symphony, your approved business-related expenses will be paid through the My Wallet feature. My Wallet training is available via recorded webinar on Ascension Health University (AHU), and through written documentation on through the Quick Reference Guides link under Info & FAQ. You can access recorded webinars for immediate review in AHU without registration. To find these courses in AHU, simply search for travel services and select the appropriate live or recorded webinar. Q. Where will my Bank of America statement be sent? A. Statements from Bank of America will be sent to the associate s home address unless the associate has requested for them to go to another location. An associate can make that request by using the Bank of America Payment Center. Q. Why is my credit limit only $1.00-$5.00, and how do I raise this? A. If the associate s credit limit has been reduced to $5.00 or less, this indicates a suspension of the card for non-payment. The associate needs to make a payment to Bank of America or complete an expense report so that payment can be made 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 17

18 Your Credit Card Information for step-by-step instructions. If you receive an Associate Travel and Expense Card from Bank of America, enter that information. If you don t receive the Associate Travel and Expense 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. If an arranger is booking travel for someone else several months in advance, it appears the arranger will get charged the CWT booking fees on his/her card. Is there a way the fees can go on the traveler s expense report rather than the arranger s expense report? The current way, the arranger has to remember to enter My Wallet and pay the CWT transaction fee within 30 days. A. Both the arranger and the traveler can have a card; however, the arranger needs to be specific in giving the correct credit card to be charged. In the scenario of an arranger booking on behalf of someone without a card, the arranger s card will be charged for the travel expenses including fees. If the arranger is booking travel and incurs the airline and transaction fee on his/her Associate Travel and Expense Card, he/she will need to submit an expense report to pay Bank of America. These expenses can be directed to a different department on the expense report form if necessary. Q. What is the reconciliation process? A. Every charge that is placed on the card needs to be listed on an expense report. For Symphony ministries approved transactions on the expense report using My Wallet will generate a payment to Bank of America. Personal charges or those not pulled from My Wallet will need to be paid directly to Bank of America by the associate. Q. What is the process to find out why a charge is being declined? A. If a charge is declined, the cardholder should contact Ascension Travel Services ( ) to speak with a Travel and Expense Card Administrator. A request can be made through the administrator to allow a one-time charge or to have the merchant category code reviewed for possible inclusion. 18

19 Q. Do I still need to submit a Travel Authorization Request (TAR) form prior to my trip? A. The answer depends on your local Health Ministry s travel policy. If your Health Ministry requires the use of a Travel Authorization Request (TAR), you will continue to create the TAR prior to booking your travel reservations or business-related expenses. The TAR can be used to populate the expense report along with the My Wallet transactions. Please refer to your local Health Ministry s travel policy. (Travel authorization requests are pre-trip approvals; they are not expense reports that generate a reimbursement or a payment.) Q. How long do I have to submit expenses? A. You should submit expenses within 30 days from transaction date or after travel has been completed. Transactions will appear in My Wallet within seven days of the transaction. It is recommended that expense reports be submitted as soon as possible. Q. My Traveler Profile in the Carlson Wagonlit Travel system used to show a different credit card for airfare and rail fare, but now it doesn t. Why? A. For System Office, Symphony and Ascension Information Services associates, air and rail expenses used to be charged to a separate Ascension card, which was automatically entered in their profile. Effective November 1, 2014, air and rail charges need to be charged to the traveling associate s own card an Associate Travel and Expense Card if the associate has 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 were automatically closed on June 30, 2014, so your card should be properly disposed of; it does not need to be returned. 19

20 Q. Can I use my Associate Travel and Expense Card from Bank of America for personal expenses? A. No, the Associate and Expense 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 Card policy. Q. If I don t have a new Associate Travel and Expense Card from Bank of America, how should I pay for business travel? A. If you don t have an Associate Travel and Expense Card, 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 and Expense Card. Q. How do I request an Associate Travel and Expense Card 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 and Expense Card? 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 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 20

21 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 and Expense 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. 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 Once you return, you must notify the Travel Card Administrator by submitting the T-Card Maintenance Form to have your card reactivated. An Expense Report must be filed prior to your leave time in order to be reimbursed or to pay Bank of America for any outstanding balance. 21

22 Q. How do I cancel my Associate Travel and Expense 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 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 and Expense Card 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 If an associate is terminated, it is the responsibility of the associate s immediate supervisor to request the card cancellation. An Expense Report must be filed prior to your departure in order to be reimbursed or to pay Bank of America for any outstanding balance. Background Q. Why was Ascension Travel Services formed? A. Ascension Travel Services is 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 $30 million a year on travel and related expenses. Ascension Travel Services 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 business credit card program. 22

23 Q. Why is Ascension Travel Services better? A. This 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 streamlines 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 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 and Expense Card from Bank of America are able to use the credit card to pay for all business travel and other business-related expenses. Ascension Travel Services is 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 though a new program that will be introduced soon. 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 previous 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. 23

24 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 continually evolving customer service options, including Web and mobile platforms. They provided the best combination of service and value for our ministry. Q. What advantages does Carlson Wagonlit Travel bring? A. Please see this one-pager about Carlson Wagonlit Travel. Q. What advantages does Bank of America bring? A. Please see this one-pager about Bank of America. 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 for Health Ministries on the Symphony solution, associates at the MSC also are the front line for customer service-related issues, training and reporting. Those specialists staff the Ascension Travel Services number (844- ASCENSION or ). 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 the personal travel program as soon as it s available. For now, associates can take advantage of Ascension s hotel and car rental rates by booking directly with CWT and identifying themselves as an Ascension associate. 24

25 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 and Expense Card from Bank of America.) 25

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