Concur Travel Frequently Asked Questions

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1 Concur Travel Frequently Asked Questions What is Concur Travel? Concur Travel is Kindred s travel booking system. It is an innovative interactive travel booking system used by company employees to make their own travel arrangements. The system allows you make your own air, hotel, rental car, and rail arrangements from your computer. It s fast and easy to use! It offers the convenience to make reservations 24x7, in the office or on the road. It supplies you with access to Kindred s preferred vendors and negotiated rates, airline seat maps, destination information, and much more. It also provides you greater control to choose flights according to low fare options, time preferences, or airline preferences. What is BCD Travel? BCD Travel is a travel agency that Kindred has partnered with to provide ticketing and helpdesk services for the Kindred Travel Booking System. Once a trip has been ticketed, you will also receive an invoice from BCD Travel via . How much training is necessary for travelers and travel arrangers to use the booking tool? For travelers already familiar with Web browsers, the system s user-friendly screens and intuitive interface require minimal training. There is also plenty of help, documentation, and online tutorials available from the Travel Department s Knect page. How do I login to Concur Travel? Visit the Travel Department Knect page for the appropriate links to access the booking system. You MUST have an active domain ID to login AND be actively employed by Kindred Healthcare. Concur Website Address: User Name: Your Kindred Domain (example: Initial Password: welcome (case sensitive) I do not have a domain ID and need system access. What do I do? Please have your manager approve a Security Request to have an appropriate domain account configured. If you are not approved for an account and your travel is infrequent, please consult with your Administrative Assistant/Travel Planner to have a guest travel reservation created. How do I get an account for the booking system? Employees with designated job titles and an active domain ID will have their Concur Travel account automatically created. If you are a contractor you will need to complete a Security Request to gain the appropriate access to the system. During the request, you can select Traveler or Travel Planner. You will receive confirmation once an account is created and active. I m a contractor working at Kindred. Why can t I make my own reservations using the tool? The Kindred Travel policy prohibits most contractors from making their own travel reservations. Please have your Administrative Assistant or Travel Planner complete your travel arrangements using the system. 1 Travel Booking System Kindred Healthcare

2 I forgot my login password. What do I do? If you supplied your address in your profile, you can use the Forgot your Password? link on the Concur login screen. You will be asked to supply your login ID. You can either have your password hint or a link to reset your password ed to your address in your profile. You may also send an to and request a password reset. Do I have to complete a TAR for initial reservations made using the booking system? As the system applies the Kindred travel policy, a TAR is not required by the Kindred Travel Department. However, should a manual travel reservation be required, a TAR with authorization must be submitted. Note that some departments may require internal approval paperwork prior to using the system. Please consult your manager for more information. A Revision TAR, however, is required for any trips that require changes. Please submit an approved Revision TAR to for processing. The Revision TAR can be downloaded from the Company Notes section of Concur or from the Travel Department KNECT website. What do I need to do before I start booking my first trip? Once you login to the site for the first time you will need to set up and review the information stored in your profile. To do so, simply click on the Profile link. Most identification information will already be populated for you. Please take a few moments to review all information and fill in any missing information. Note that your name MUST match your government issued ID. Also, be sure to complete your address, contact information, travel preferences, add any frequent travel programs, and supply credit card information. A credit card is REQUIRED to reserve hotel and car reservations. More information concerning the profile page is found in the user training documentation. See the Travel Department Knect page for more information. Can I use the booking tool even if I have to travel at the last minute? Yes! The system recognizes reservations that need to be ticketed immediately. Provided you have at least 4 hours before the departure of your first flight segment, you can use the system to book your travel. How secure is my personal information? The system requires a unique login name and a password to access the application. All personal and sensitive data, such as member ID, password, credit card and travel profile information, is protected with the highest level of 128-bit encryption. All pages displayed and information transmitted utilizes https, a secure, encrypted form of http that is used to move sensitive information between a Web browser and a Web server. Does the system store my personal preferences for airlines, hotels and car rentals? Yes! Your personal preferences are stored in your user Profile, which you can update at any time. That way you do not need to input your frequent flyer numbers, seat preferences, etc. each time you use the system. 2 Travel Booking System Kindred Healthcare

3 Do I receive frequent flyer and other member program reward points for reservations made using the system? Are all my member benefits the same for reservations made using the system? Yes, frequent flyer information listed in your traveler profile is automatically included in your travel reservation. You can include airline frequent flyer numbers, hotel frequent guest numbers and car rental frequent renter numbers. Please ensure that your profile has accurate and complete information on your memberships. All program benefits and status levels remain active for your reservations made using the system. What if I just want to reserve a car or a hotel? The site will default to booking flight information. If you want to reserve a car or hotel without making air travel reservations, simply click on the Car or Hotel tabs at the beginning of your booking to bypass the flight reservation. I frequently travel to the same city. Do I have to create a new itinerary each time I book a trip? Trip templates can be used to allow you to quickly recreate a previous trip you ve taken. To setup a template, select Templates from the Travel menu tab. From this system module, you can add a new template, manage existing templates, or quickly book a new reservation using a template. What if I do not book my own travel? If someone else needs to book your travel, you can select an assistant or arranger to reserve your travel. 1. On the landing page, click Profile and then click the Assistants link at the top of the page. 2. Click Add an Assistant to add the person who you would like to authorize to reserve your travel. This person can now update your profile and also make travel arrangements for you. If you do not see your travel arranger in the list of people to select from, that individual might not have access to the system. To add your arranger to the list, please have your Administrative Assistant/Travel Planner submit the necessary Security Request for access. How do I get help on using the system? Click Help on the landing page. In the Help section, you can find specific instructions for the task you are trying to complete. You can also view demonstrations of the most important tasks. Further documentation is available via the Travel Department Knect website. Why should I use the booking system instead of calling an agent directly? The booking system allows you to quickly make plans after viewing your travel options. In addition, you have access to internet fares. The system provides a list of all your travel plans and is your direct source for travel alerts. Everything pertaining to your travel is in your control and provides Convenience the service is available 24 hours a day for the traveler. The services can be accessed from the home, office, or on the road. Ease of Use the service provides travelers with point and click screens. The system is highly intelligent and integrates Kindred corporate travel policies, negotiated rates, and traveler preferences into its inventory (air, car, and hotel) displays. Added Value the services will offer seat maps for seating selection, city maps to assist in selecting hotels, destination information, currency conversions, a world clock, and many other features travelers should find of value in planning and making their business travel reservations. 3 Travel Booking System Kindred Healthcare

4 What is the difference between booking a flight with the booking system and purchasing an Internet fare from a vendor s website? Kindred maintains a managed travel program. As such, using the system applies appropriate vendor contracts and discounts which other online sites will not provide. Furthermore, the system applies company policy pertaining to flight, hotel, and car bookings. What happens if I do not comply with company policy? When you go outside of your company policy, the system notifies you by showing the fare with a yellow or red tab. When you select a yellow or red tab, the system prompts you to enter an explanation as to why you chose a fare that did not comply with your company s policy. Your manager will be notified of your noncompliant selections. Some online sites offer the ability to make hotel and car reservations. Should I use those options? Please do not make your hotel/car reservation through other websites. All reservations should be made using the booking system. What does the yellow star represent for air, hotel, and car options? The yellow star represents a company preferred vendor. Can I add a car or hotel to an airline reservation after it is booked? Yes, you can make changes before your ticket is issued. To add or modify your trip, click the name of the trip on the Upcoming Trips section of landing page and then click Change Trip. How do I make air reservation changes? Review the following in determining the best method of flight revisions: Adding a car/hotel reservation to an existing itinerary can be performed using the tool. Making a seat assignment change can be performed using the tool. Cancelling a reservation can be performed using the tool Any revisions to the air portion of an itinerary must be processed by the travel department. Please submit a Revision TAR to for these changes. If an airline has delayed or cancelled your flight, you must utilize the airline service counter to have the flight changed. Do NOT use the booking system to make revisions in this situation. If you want to arrive at your return destination early, you may elect to fly Standby. A fee will be required at the time of change and is reimbursable by Kindred. Please contact the airline s toll-free service 3 hours or less from than the departure time. How do I pay for my reservations? Your airfare will be automatically charged to Kindred. When you reserve hotel and car rental reservations, your personal credit card number is used to purchase your reservations. Please confirm that the credit card information in your profile is accurate. If the credit card is missing, you will not be able to continue with your reservation. What type of confirmation do I need at the airport? You should bring a printed copy of your itinerary with ticket number information or the paper ticket (whichever is acceptable by the airline) and a government approved identification document such as a driver s license, Passport, VISA, etc. 4 Travel Booking System Kindred Healthcare

5 How do I schedule a multi-leg flight? To schedule a multi-leg flight: 1. On the landing page, click the Flight tab on the Trip Search wizard 2. Click Multi-segment additional departure. 3. Enter you departure and arrival information for each segment and then click Search. Where do I update my password? You can update your password in the Profile section. 1. Click Profile from the landing page. 2. Click Change Password. 3. Enter your old and new password into the appropriate fields, enter your password hint, and then click Submit. I found a cheaper flight elsewhere. Can I book using the alternative source? No. All reservations should be made through the booking system to apply Kindred policy and appropriate discounts. I found an available flight on Expedia.com but it does not show in the booking system. Why? As the system applies Kindred Travel policy and rules, not all available travel arrangements will show. Please select a reservation option that complies with Kindred policy. When will I be charged for hotel/care rental expenses? Your credit card will be charged at the time of check-out. Some hotels, however, may require a deposit prior to booking. This will be denoted within the booking system. What information do I need for reimbursement? Please review the Travel Department Knect website for full details, including forms and necessary documentation (receipts, etc.) that will be required for expense reimbursement. Can I use the system for international travel? No. The booking system only allows for domestic US travel destinations. If you have an international booking, please work with the Kindred Travel Department directly. Can I use the system for personal travel? No! The online booking system is only to be used for making business-related travel reservations. Any personal travel is strictly prohibited. Can I use the system to combine business and personal travel destinations? No! The online booking system is only to be used for making business-related travel reservations. Any personal travel is strictly prohibited. Who do I contact if I have issues with the system? During normal business hours, please After hours, please contact BCD Support at Travel Booking System Kindred Healthcare

6 Who do I contact for Kindred travel specific questions? Phone: Ext (Monday - Friday, 8:30am - 5:30pm) What do I do if the system is down and I must book a reservation? While system downtime should be minimal, there is always the possibility of system outages. Should the system be unavailable for a prolonged period of time (i.e. several hours), a system message will be displayed to let users know an estimated uptime. If you have an urgent request for travel, please submit the necessary TAR and approvals to the Travel Department for processing via fax or . Can I access the site on my mobile device? Concur Travel is easily accessible via a standard desktop or laptop computer using any modern web browser (Internet Explorer, Safari, FireFox, Chrome, etc.). In addition you may access the website from your mobile computing device that has a modern browser such as your ipad, iphone, or Android device. Additionally, a Concur mobile app is available for the Android, ipad, iphone, and Blackberry family of devices. Currently the mobile app does not support the ability to book reservations. This feature is forthcoming. I am a planner a responsible for setting up my boss travel plans in the system. Why can t I turn on e-receipts on their behalf? E-Receipts can only be turned on by the user. A user must read and agree to the legal information concerning the use of e-receipts. As such, no other users can do this on their behalf. What is the difference between an assistant, arrangers, planner, and primary assistant? Assistant, arranger, and planner are all terms used for someone who makes reservations on another user s behalf. If a user assigns another user this ability within their profile, they have the option to make someone their primary assistant. A primary assistant will receive all notifications about the traveler s arrangement and has full access to the traveler s profile and policies. A non-primary assistant can only book travel for the user. What is a guest booking? What information is required for a guest booking? Who at Kindred should be booked as a guest? Guest bookings are used for travelers who do not travel frequently and would not require a user account/profile. Guest bookings require all standard TSA information. This information includes: legal full name (including middle name), address, phone number, gender, date of birth, DHS Redress Number (if applicable). Example guest travelers would include interviewees or employees who will only travel once. Why can t I book Southwest with any other airline? Due to the nature in which Southwest reservations are made using Concur Travel, you cannot combine Southwest with any other airline carrier. If you must fly Southwest in combination with another carrier, you will need to create separate reservations. Why am I being asked to supply payment information for Southwest reservations? Kindred Healthcare covers all payment for airlines. If a user wishes to supply an unused Southwest ticket for their reservation, the Concur Travel system will prompt the user to add any ticket credits during the booking process. The user can simply click Next at this screen if no Southwest ticket credits need to be used. 6 Travel Booking System Kindred Healthcare

7 What s the difference between Shop by Schedule and Shop by Fares? The default search result for flights is listed by schedule. This allows the traveler to build their own itinerary based upon any required departure/arrival times. This is the best practice method for selecting flights within Concur Travel. Once a user selects their schedule flights, the system will then price the flight combinations and allow the user to reserve that itinerary. Shop by Fares displays flight combinations sorted by price. While the information presented allows users to make flight selections based upon economic factors, it may not present flights in accordance with a traveler s departure/arrival time demands. Why don t I see particular car vendors when reserving a car rental? Kindred Healthcare has a negotiated contract with AVIS. In cities where AVIS is available no other vendors will be displayed. In the event that AVIS is sold out, the Travel Department with specific details of your rental request. I ve requested a car rental and it says SOLD OUT. What should I do? In most markets, AVIS is Kindred s preferred vendor. No other carriers will show for selection. Should AVIS be sold out, please send an to and request that a car be added to your itinerary. The Travel Department will assist in making the reservation for you. I m staying at a particular hotel for a conference/meeting and there is a special rate available. Will this rate be available within Concur Travel? Special event rates will not be available within Concur Travel. Please to request assistance with booking your hotel. I have a special rate for a hotel that does not show in Concur Travel. How can I receive this special rate? The Concur Travel system shows Kindred negotiated rates and special discounted rates that are available through our travel management company. If you receive a special rate for a particular hotel, please contact and provide details related to the hotel. The Kindred Travel Department will work with the hotel to receive a negotiated rate for that property. I placed a trip On Hold and when I came back to purchase the ticket, it says Withdrawn or it shows a higher price. Is my reservation confirmed? An itinerary may be placed on hold for up to 24 hours OR for the amount of time specific to that airfare. When you place a trip on hold, it specifies how long the trip may be placed on hold before the itinerary is cancelled. If the trip is not purchased by this time, the entire itinerary is withdrawn and no reservations are made. Airlines also reserve the right to increase the fare for any airline tickets. There is a chance that the price of the fare may increase while you have the trip on hold. Can I use Concur Travel to submit an expense report? Concur Travel is a component of the Concur Travel & Expense system. Currently, only legacy RHC employees have the ability to submit expense reports using the system. Some legacy PFR employees can use Concur to approve these expense reports. 7 Travel Booking System Kindred Healthcare

8 I prefer using the TAR process. Do I have to use Concur Travel or can I continue to just submit a TAR to request travel reservations? All Kindred employees are required to use Concur Travel to make travel reservations. Are there any instances when I cannot use Concur Travel to make reservations? Yes. The traditional TAR process should be used in the following instances: You need to make a reservation 4 hours or less than the flight departure time. You need to travel internationally. Your trip is complex with multiple stops and special travel requirements. You do not have a Concur Travel account and you travel infrequently. You want to book personal travel. Note: A Concur Travel Revision TAR must be submitted for any Concur Travel trip that requires revisions. How is a trip within Concur Travel approved by employee management? Making a reservation within Concur Travel does not require approval. Some departments, however, may elect to have their own internal approval process before a trip can be booked within Concur Travel. Please consult with your manager or AA for clarification on your department s approval process. An employee s manager will be notified of any noncompliant trips booked within Concur. No action is required by the manager to approve the itinerary. I m a manager and received notification about my employee who is traveling. Do I need to take any action? As a manager, you will receive notification about any trip that is noncompliant with Kindred Travel Policy. While you do not need to take any action to approve the trip, you have the ability to ask the employee to consider other alternatives (i.e. cheaper flights, discounted hotels). Additionally, you may ask for the trip to be cancelled by the employee or send a request to to have the trip cancelled. Where are my unused tickets and how can I apply them towards a booking? Your unused tickets will show on the Travel home page of Concur. They are also denoted by airline during the booking process. The system will evaluate the available funds of your ticket and automatically apply the ticket prior to the ticketing process. No action is required on the traveler s behalf. Note: If you had any unused tickets prior to May 21, 2012, they are no longer associated with your travel account. Any residual funds will be credited to Kindred Healthcare. I need a copy of my itinerary or a previous trip itinerary. How can I get a copy of this document? Itineraries are stored in Concur Travel for two years. Access your Trip Library to review itineraries for upcoming and previous trips. I m attending a company meeting/conference. Can I use Concur Travel to make reservations? You may use Concur Travel to make your flight/car rental reservations. If a room block has been already reserved for your meeting, please do not book a hotel to prevent duplicate reservations. 8 Travel Booking System Kindred Healthcare

9 As an AA, can I add the calendar attachment from the Concur Travel Itinerary to another person s calendar? Only the recipient of the may add the attachment to their own calendar. Instructions for doing so are located on the Knect Travel Department website. What is my cost center/sap code? To assist in tracking departmental expenses for travel, each reservation requires your departmental cost center or SAP code. Your default cost center is loaded in your travel profile for reference. This cost center code needs to be denoted on any Revision TARs. Also, if you travel for an alternate cost center, you will be asked to supply this during the reservation process. I am an AA and an employee is not available from my listing of users that I assist. Why? Each user must individually select other employees in the Concur Travel system that are permitted to book reservations for them. The traveler must use the Assistants and Travel Arrangers section of the profile to add any AA or planner that can access their profile or book on their behalf. My manager, organizational unit, job title, cost center and/or home address is incorrect on my profile. How can this information be updated? If you are an FTE, this information is automatically entered into Concur Travel from the Kindred HR system. To update this information, please submit a PAR (located on the HR Knect website) to be processed. Once processed, the changes will be reflected in the Concur Travel system. If you are a contractor, please and request your information to be updated. 9 Travel Booking System Kindred Healthcare

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