CWT Traveler Assistant

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1 CWT Traveler Assistant Important Note: This document contains suggested answers to commonly asked questions. If these answers do not apply to your situation, or if you need further assistance, please contact your CWT Technical Service Center or your travel team. Contact information can be found at the bottom of each page in the CWT Traveler Assistant. Profiles Do I have access to update profile information through both CWT Traveler Assistant, and through CWT Portrait? Where am I supposed to update important details to make a reservation, like credit card and seat preferences?...2 As a traveler arranger, sometimes, I don t receive trip confirmations and invoices for reservations booked on behalf of other travelers. What can I do to make this occur consistently?...2 Reservation Process/Changes How do I use a credit card that is not saved in my profile for the one-time purchase of a reservation?...3 Is there a way to book multiple hotels in a single reservation?...3 Is there a way to copy a previously booked trip for future travel, or for another traveler?...3 How do I tell if I have any unused tickets available for use toward an upcoming reservation?.3 How do I apply an unused ticket toward an upcoming reservation?...3 How can I apply airline loyalty miles to another airline (one that is different from the operating carrier)?...4 Where can I find my list of current or past date trips that I can view, copy, change, cancel, or purchase?...4 How do I change or cancel an existing trip?...4 I entered the incorrect trip criteria (date, time, destination) on the initial search page, and need to change my search criteria but do not want to start over and return to the home page. How do I do that?...4 I placed a booking on hold, but it was cancelled before I had an opportunity to purchase. Why did this happen?...4 I received a Trip Purchase Failure error message when I attempted to purchase a Southwest Airlines or Amtrak reservation. Why did this happen?...5 Hotel I am looking for a specific hotel among the many options appearing in the search results. How do I find my desired hotel?...5 Calendar Integration Can I import my trip details into my calendar?...5 Browser Support What browsers are supported by CWT Traveler Assistant?...5 Car Rental Why are there two rates displayed on the car search results page?...5 Copyright CWT Updated October 2013

2 Profiles Do I have access to update profile information through both CWT Traveler Assistant, and through CWT Portrait? Where am I supposed to update important details to make a reservation, like credit card and seat preferences? Most of the information necessary to complete a booking through CWT Traveler Assistant is contained in your CWT Portrait profile. There are a few exceptions, mainly pertaining to preferences for customizable services through CWT Traveler Assistant (such as dining, flight status alerts, and ed trip confirmations). As a general rule, we recommend that you complete your CWT Portrait profile first, and then go to your CWT Traveler Assistant profile to fill out those profile fields. Additionally, prior to starting each reservation it is important to ensure your profile is up to date to reflect the most up to date information in your new reservation. For detailed information about what information is contained in your CWT Portrait profile, your CWT Traveler Assistant profile, and what should be changed in each, CWT offers a recorded training session with step-by-step instructions. As a traveler arranger, sometimes, I don t receive trip confirmations and invoices for reservations booked on behalf of other travelers. What can I do to make this occur consistently? In order to ensure all recipients are receiving all information for bookings an arranger has made on behalf of other travelers, an individual user can simply go into their Rearden profile and choose the option for a user to always receive itineraries and invoices. To ensure that an individual always receives both trip confirmations from Rearden and final invoices from CWT, the individual s address must be entered into two areas within the Rearden profile. 1. For trip confirmations, go to the Notification section and click on the Trip Itinerary field and complete the steps from there. 2. For invoices, follow steps below: a. Click on Profile link to go to Rearden Profile b. Click on Edit button next to Contact Details c. In that page, in the Business section, scroll to bottom d. Look for section called Additional information e. Within this section, you can enter address(es) of recipients who would like to receive invoices For detailed information about what information is contained in your CWT Portrait profile, your CWT Traveler Assistant profile, and what should be changed in each, CWT offers a recorded training session with step-by-step instructions. 2/5

3 Reservation Process/Changes How do I use a credit card that is not saved in my profile for the one-time purchase of a reservation? If your company policy permits the use of an individual credit card, you can add a credit card for one-time use by following these steps prior to starting your reservation: 1. Go to your CWT Portrait profile. 2. In the Payment/Reporting section, enter in the credit card number and check the preferred air box and save. 3. Proceed to make your reservation and select the desired credit card from the drop down menu on the Purchase Page before clicking on Purchase. 4. Once the reservation is complete, return to your CWT Portrait profile and delete the credit card. In some cases, traveler data is maintained elsewhere. Please contact your CWT Technical Service Center for further assistance. Is there a way to book multiple hotels in a single reservation? Yes. If you would like to make a booking that includes multiple hotels, you will need to indicate this at the start of the booking process. There are two ways to do this from the home page: 1. Hover over the Travel menu option, select Trip Planner and then select the Multicity tab from the presented trip template 2. Scroll to the bottom of the flight section and just below the Leave date and click on the More search options link. Then select Multi-city tab from the presented trip template Is there a way to copy a previously booked trip for future travel, or for another traveler? If a trip is eligible to be copied the link will be found by clicking on the trip from the trip list at the bottom of the home page. If a trip is eligible to be copied for another traveler, you will be presented with a book trip for option with a drop-down list of travelers. How do I tell if I have any unused tickets available for use toward an upcoming reservation? There are two options to view available unused tickets: 1. From the home page, hover over the Travel tab then scroll down and click on Unused Tickets. This option provides a list of all available unused tickets. 2. From the air search results page, an Unused Ticket icon will appear both in the results matrix and within the specific flight options. This Unused Ticket icon below or next to an airline flight indicates that an unused ticket is available for that specific airline, and may be applied toward the purchase of your ticket. How do I apply an unused ticket toward an upcoming reservation? There are no special or extra steps required unused tickets are applied automatically. The determination of whether an unused ticket will be applied or saved for a future reservation, as well as which ticket to apply if multiple unused ticket on the same carrier are available, is based on a variety of factors including airline rules and regulations and policies set by your company. Additionally, CWT performs a final check prior to issuing a ticket in order to ensure every available opportunity to apply an unused ticket is found. 3/5

4 How can I apply airline loyalty miles to another airline (one that is different from the operating carrier)? For airlines that participate in mile sharing, this option can be managed from the purchase page in the Frequent Flier section by selecting the alternate carrier from a drop-down list. If you have a loyalty number for the alternate carrier stored in your profile, the number will populate upon your selection. If you do not have a number stored for the alternate carrier in your profile, you may enter it manually for one-time application on this trip. Where can I find my list of current or past date trips that I can view, copy, change, cancel, or purchase? Current and past trips for yourself (and any travelers for whom you have booking rights) are viewable in a section entitled Upcoming Reservations at the bottom of your home page on CWT Traveler Assistant. Users can choose to view upcoming or archived (past date) trips, and next to each trip a status indicator is displayed, indicating whether the trip is confirmed, on hold, or cancelled. Upon selecting a trip, a user is presented with available actions for that trip. How do I change or cancel an existing trip? Whether or not a change or cancelation can be made via CWT Traveler Assistant depends on a variety of factors including airline rules and regulations and policies set by your company. As a result, the ability to make a change to or cancel an online booked trip is not always available. To determine if your trip qualifies to be changed or cancelled, you can follow these steps: 1. Find the trip in Upcoming Reservations. Click on the trip in question. If there is a link within that trip that says Change this trip or Cancel this trip, choose that option 2. If a Change this trip or Cancel this trip link is not displayed, choose the View Trip Details link within the trip. Within the View Trip Details, there may be links that allow you to modify or cancel the trip. If the option to change or cancel a trip does not exist in either of the above described locations, the trip does not qualify for online changes or cancellations. In this case, please call your CWT Travel Counselor for assistance. I entered the incorrect trip criteria (date, time, destination) on the initial search page, and need to change my search criteria but do not want to start over and return to the home page. How do I do that? On the left side of each of the search results pages (air, car, hotel, etc.), there is a Modify area that will allow you to adjust your trip criteria without returning to the home page. I placed a booking on hold, but it was cancelled before I had an opportunity to purchase. Why did this happen? The window to hold a booking varies by the rules of the fare held and your company s travel policy. If your held booking is cancelled, you will need to go into the online booking tool and re-book the trip. 4/5

5 I received a Trip Purchase Failure error message when I attempted to purchase a Southwest Airlines or Amtrak reservation. Why did this happen? Amtrak and (in some cases) Southwest Airlines require the address on the Purchase Trip page to be the billing address of the credit card being used to purchase the ticket. If the address on the Purchase Trip page does not match the billing address of the credit card being used to purchase the ticket, you should update the address on the Purchase Trip page and try again. If the issue persists, please contact CWT s Technical Service Center for assistance. Hotel I am looking for a specific hotel among the many options appearing in the search results. How do I find my desired hotel? Many sites have default settings to display hotels within 30 miles of the original search point. To refine search results, you can use the filters on the left hand size of the screen. Filter options include: Hotel Name, Brand, Distance, Star Rating, and Amenities. If you find that this default radius is continually too large please contact your company s travel manager to discuss the option of a smaller radius for all users. Calendar Integration Can I import my trip details into my calendar? Yes; however, the manner in which this is done varies based on which calendar synchronization method your company has elected to enable. Please contact your company s travel manager or CWT s Technical Service Center for additional information. Browser Support What browsers are supported by CWT Traveler Assistant? Because technology changes quickly, Rearden Commerce updates supported browsers on an ongoing basis. Please reach out to your Travel Manager or your IT department for the most current information on CWT Traveler Assistant supported browsers and configurations. Car Rental Why are there two rates displayed on the car search results page? The first rate (which appears in larger font) is the total estimated rate including taxes and surcharges. The lower rate in small font is the base rate. This base rate would be your company s contracted rate with that vendor if applicable. 5/5

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