Online Training Manual Revised 3 July 2012 Contents LOGGING IN... 3 HOME PAGE... 4 LIST CLIENT TRAVELLER PROFILES AND BOOKINGS... 5 LIST CLIENT / EDITING TRAVELLER PROFILES... 6 LIST CLIENT / EDITING TRAVELLER PROFILES (CONT D)... 7 IMPORTANT KEY FACTORS... 8 ADD CLIENT - CREATING A NEW PROFILE... 9 ADD CLIENT - CREATING A NEW PROFILE (CONT D)... 10 ADD CLIENT - CREATING A NEW PROFILE (CONT D)... 11 MAKING A DOMESTIC FLIGHT BOOKING... 12 CHOOSING YOUR FLIGHTS... 13 FLIGHT SEARCH SCREEN... 14 FLIGHT SEARCH SCREEN (CONT D)... 15 BOOK AND PAY SCREEN... 16 BOOK AND PAY SCREEN (CONT D)... 17 BOOK AND PAY SCREEN (CONT D)... 18 FINALISATION OF BOOKING... 19 FINALISATION OF BOOKING (CONT D)... 20 SEAT RESERVATIONS... 21 SEAT RESERVATIONS (CONT D)... 22 SEAT RESERVATIONS (CONT D)... 23 SEAT RESERVATIONS (CONT D)... 24 SEAT RESERVATIONS (CONT D)... 25 1
SEAT RESERVATIONS (CONT D)... 26 SEAT RESERVATIONS (CONT D)... 26 SEAT RESERVATIONS (CONT D)... 27 HOTEL RESERVATIONS... 29 CAR RESERVATIONS... 31 HOW TO RESEND OR PREVIEW AN ITINERARY... 32 HOW TO RESEND OR PREVIEW AN ITINERARY (CONT D)... 33 PROCESSING HOTEL CHARGEBACKS... 34 PROCESSING HOTEL CHARGEBACKS (CONT D)... 35 PROCESSING HOTEL CHARGEBACKS (CONT D)... 36 ACCESSING INVOICES... 37 ACCESSING INVOICES (CONT D)... 38 ACCESSING INVOICES (CONT D)... 39 REPORTS... 40 2
LOGGING IN Step 1: Log into u-book via www.travelctm.com Step 2: Complete your personal log-in details your company code, your email address and your password (example follows). Company = your company id Login = your unique login email address Password = your password WATCH POINT Your password is case sensitive Step 3: Select Enter" 3
HOME PAGE Upon successful log-in you will arrive at the Home page The home page will vary depending on whether you are a traveller or a travel co-ordinator The below example demonstrates a travel co-ordinator home page with the role Arranger Manager Some of the options you may see on the home page include: Add Client List Client Access Reservation Useful Links Reports Historic Booking Data Invoices Where you can create a Client Profile for a new Traveller Where you can access all of the Client Profiles and Bookings for your allocated Travellers Where you can make an Online Booking for your allocated list of Travellers Where you can access your company-specific Travel Policy, general travel information, user guides, CTM information and profile feedback, and Online Training Manual and Tutorial (Adobe Flash will be required to view) Where you can retrieve client departure/return, booking source, city pair, segment days and nights, corporate expenditure, corporate savings, segment on hold, credit card and passenger reports * Access only granted to certain roles. This takes you to Classic Tramada if you need to retrieve any historical bookings, profile information or past invoices. You will only have access if you were an arranger in the Classic Tramada system. Where you can search for individual invoices defined by booking number, invoice number, department, cost centre, or order number. * Access only granted to certain roles. 4
LIST CLIENT TRAVELLER PROFILES AND BOOKINGS From this page you can search for a particular traveller or all travellers that are allocated to you. You can limit your search to travellers who have air ticket credits on hold by selecting the Ticket on Hold only check box. Travellers with a Ticket on Hold will have an orange flag next to their Profile. 5
LIST CLIENT / EDITING TRAVELLER PROFILES Step 1: If you are a traveller you will only have your own profile come up under the below list Click on the yellow action icon to edit the traveller profile Travel arrangers also have the option to export the client search results to Excel, which will give a list of all the travellers they have access to. 6
LIST CLIENT / EDITING TRAVELLER PROFILES (CONT D) Step 2: You will be directed to the below screen after selecting the action icon to edit a profile. If you are a travel arranger, you will be able to see which Travel Arrangers have access to this profile and all bookings made with CTM for this traveller. From the navigation bar on the left of screen, you will have access to the following fields: Details Preferences Online Details Travel Companions Credit Card Memberships Passports/Visa Where you can add address and emergency contact details. Select from the drop down AIR, HOTEL or CAR preferences. When adding an airline seating request that will pertain to all airlines, enter YY or the specific airline e.g. Qantas class, enter as Y economy, J - business or F - First. Where a traveller can update their online password, not a travel arranger. Where a business associate, family member or friend who will be travelling with this traveller can be detailed. Where you can add the traveller s individual credit card. Where AIRLINE, CAR or HOTEL memberships can be detailed for inclusion in future reservations. Where Passport and any applicable visa details can be entered. 7
IMPORTANT KEY FACTORS 1. Credit Cards It is important the travellers own individual credit card is noted in their profile. Should your Division and/or Group require Amex BTA and/or Third Party transactions, CTM will assist with loading the card details and linking to your nominated traveller profiles. Please contact the CTM team for assistance. Corporate Personal = Individual Corporate card for corporate travel arrangements Personal = Personal Card used for Leisure purposes 2. Changing Passwords Initially you will have been granted a default password. If you have traveller access, your password can be amended via the online details tab on the left navigational panel and ticking update password option. If you have Travel Arranger access, please contact CTM to change or reset. CTM recommends periodic changes to passwords to maintain safe security practices. 8
ADD CLIENT - CREATING A NEW PROFILE Step 1: From your Home Page, select Add Client from the navigation bar on the left of screen. Complete the required fields and select Save. The Client Code will prepopulate from the traveller s name no need to complete this field. Please note this will pop up into another window, please ensure your internet pop up blocker is switched off to enable selection. To ensure that we have all the relevant traveller information, any field on the Profile Screen which is in Bold is a mandatory field. You will not be able to complete this profile unless you fill out all Bolded Fields. Please do not enter false phone numbers if unknown, please enter zero alternatively. Please omit the + in front of numbers. In order to facilitate bookings with Jetstar, Virgin and Rex online the home and unique mobile phone fields must be completed. To facilitate bookings with Jetstar, Virgin and Rex online, all 3 fields within Personal Address must be completed. Please also ensure you enter a unique email address in field 1 for every traveller. Once you select Save, you will be prompted if you have missed any mandatory fields. 9
ADD CLIENT - CREATING A NEW PROFILE (CONT D) Step 2: Upon completing the initial profile creation page you will be directed to the Client Summary. Additional information such as airline memberships or credit cards can be added using the menu on the left navigation bar. 10
ADD CLIENT - CREATING A NEW PROFILE (CONT D) From the navigation bar on the left of screen, you will have access add or update to the following fields: Details Preferences Online Details Travel Companions Credit Card Memberships Passports/Visa Where you can add address and emergency contact details. Where you can add your AIR, HOTEL or CAR preferences. When adding an airline seating request that will pertain to all airlines, enter YY. Where a traveller can update their online password. Where a business associate, family member or friend who will be travelling with this traveller can be detailed. Where you can add the traveller s individual credit card Where AIRLINE, CAR or HOTEL memberships can be detailed for inclusion in future reservations. Where Passport and any applicable visa details can be entered For any online assistance please contact your dedicated Corporate Travel Management Consultant who will be able to help you with your enquiry. 11
MAKING A DOMESTIC FLIGHT BOOKING All domestic flights within Australia and travel to New Zealand can be booked through Access Reservations Support will be provided by your dedicated consultant. International Travel is to be booked via email/telephone with the Corporate Travel Management International travel consultants In the Main menu select Access Reservations If you have identified the traveller has a ticket on hold which you wish to redeem you can make this reservation online for Qantas only and add the special remarks to generate to the consultant please use ticket on hold. For Virgin Australia, Rex, or Jetstar please phone your consultant, do NOT book online. You will then see the screen below. Please add at least the first two characters of the last name to access the profile you would like to book for. If you have more than one traveller with the same name EG John Smith, it is recommended that you search via the travellers email address only to ensure you are using the correct traveller profile. Enter the Traveller s surname here to search for existing itineraries or create a new booking Simply continue by selecting the arrow to the right 12
CHOOSING YOUR FLIGHTS Select Trip Type first by clicking on the appropriate radio button. Multi-trip must be used for more than two flights or when your flight sequence is not a logical flow. To further refine your search select this drop down menu to return more flight related options - this provides definition by which to select preferred airline, cabin class, and in/direct flights. Click here to access a Domestic airport code list. Company Air Policy Compliance is loaded on the back end. Please note: when selecting airline preference and travel class Lowest Logical Fares may not be displayed. 13
FLIGHT SEARCH SCREEN Travel dates can be amended from these drop downs The Flight display can be sorted by various filters Fares in BOLD are in accordance with your travel policy. WATCH POINT Click on the Fare Name to read more on associated airfares conditions eg non-refundable, changes permitted, baggage inclusions and in-flight products Fares in Grey are outside of company policy. If booked you will have to choose a Policy Exception reason prior to ending the booking 14
FLIGHT SEARCH SCREEN (CONT D) u-book will now display whether a flight is operated by a different carrier than the airline selected this is referred to as code sharing. Code shares will be shown on the availability screen and the Book and Pay screen as per the following screenshots. If the information received from the airline does not include which airline will operate the flight, text will indicate the flight is operated by another carrier. Example of wording on availability screen: 15
BOOK AND PAY SCREEN To cancel a flight select or to change your mind and rebook other flight this icon use Click on these buttons to book a hotel and/or car. Instructions begin on page 29 of this manual. Special Requests: From here you can send special requests to your consultant. Eg. Please seat next to Mr Smith. Please do not use any special characters. 16
BOOK AND PAY SCREEN (CONT D) Click on the drop down arrow to ensure the frequent flyer details are correct Please Note: Qantas membership requires 7 digits. Virgin requires 10 digits. They will be validated at this point to match exactly to the cardholders name and if it is incorrect it will prevent successful booking finalisation. Continue to add any additional frequent flyer numbers. The Non- Compliance Reason will need to be selected if the lowest priced sector has not been booked. Please note: Even if your booking is approved and is the lowest logical fare, please select an In Policy Reason 17
BOOK AND PAY SCREEN (CONT D) If the itinerary includes a Virgin Australia or Jetstar fare that does not include checked in baggage, you will be able to select baggage from a drop down list under Additional Items Watch Point as Jetstar does not advise u-book of the exact baggage fee applicable during the booking process, u-book shows an indicative amount in the drop down. The correct fee will be charged by Jetstar and the costing and invoice will be updated accordingly by your consultant prior to them forwarding the final invoice. The Passport and Visa Information and Code-share Information message in the Review Rules and Restrictions section of the Book and Pay page will now appear for all clients when the Itinerary includes an international flight. Example of wording of passport and visa prompt, and code share flight indicator on Book and Pay screen: 18
FINALISATION OF BOOKING Once you select Book or Continue the following screen will display. Please wait until the itinerary summary page is displayed showing your booking has been made. When your booking has been completed, you will be returned to the Traveller s itinerary summary page. The booking will change from Booked and Approved to update STATUS Paid and AUTORITY Approved. You can make a new reservation for this Traveller from these icons You can Log Out or select another Traveller form these icons 19
FINALISATION OF BOOKING (CONT D) Any itinerary booked during the time you are logged in to your current session will be highlighted so as to be easily discernible. Upon your reservation showing Paid and approved, a confirmation itinerary will be forwarded via email as per your company s requirements. On the Itinerary Summary page a flag and legend will be displayed to enable easy identification of a bookings status. If a booking has some sectors that are not booked, a red flag will display next to the status. If this occurs, please contact your dedicated CTM consultant for assistance. 20
SEAT RESERVATIONS Overview In this release, u-book introduces the seat reservation functionality Seat Map. Seat Map will be available for flights booked in the Sabre Global Distribution system (GDS). Seat reservation for low cost carriers such as Virgin Australia and Jetstar will be introduced at a future date. Airlines possess specific rules and restrictions regarding seat availability, allocation and cost for advanced seat requests. For example, Qantas applies the following set of rules for their seat requests: 1. For domestic flights, seat reservation for Qantas for all travellers would be free of charge. 2. For trans-tasman and International routes, the following conditions apply: a. For Economy bookings, if the traveller has no Frequent Flyer number, or the QF Frequent Flyer status is Bronze; Qantas requires additional payment via credit card after the PNR has been ticketed to secure the seat request. The current fee is $20AUD. In this case, seat request would be made on behalf of the traveller at the time of seat selection in u-book, however afterward Qantas will release the seat reservation if no payment is made to complete the seat reservation process. b. For Economy bookings, if the traveller has QF Frequent Flyer status Silver or above, seat reservation can be made with no advanced payment required. c. For Business, Premium Economy, and First Class, a traveller with no QF Frequent Flyer number or QF Frequent Flyer of any status, a request seat can be made with no advanced payment. Different airlines have different operating rules and regulations; these can change and result in different seat request availability, for example Emirates have limited their seat reservation capability to only allow First or Business class bookings and Air New Zealand does not allow seat reservations through Sabre for any class of travel. u-book will offer advanced seat request where available however the airlines will ultimately determine seat reservation for the routes in question. Seat Map Process The Seat Request feature is available when an entire itinerary is in the Booked or Paid state. To add a seat request, select View from the drop down next to the particular booking: 21
SEAT RESERVATIONS (CONT D) Once the itinerary has opened, you can select the Seat Request icon from the bottom of the page: When you hover over the Seat Request icon the following pop up with appear: While u-book is loading the Seat Map function, your booking will appear as follows: 22
SEAT RESERVATIONS (CONT D) You can then select the flight you wish to reserve a seat on by clicking on Select Seat u-book will request the seat map from Sabre and the following progress page will display: 23
SEAT RESERVATIONS (CONT D) Once the seat availability and flight deck information has been returned from Sabre, the seat mapping will be built for the sector and a specific seat can be selected. By hovering the mouse over a particular seat a pop-up box will appear for seats which are available for the booker to request and the Select Seat icon is used to reserve the seat: 24
SEAT RESERVATIONS (CONT D) Once the seat has been requested, the following message will appear as confirmation. The requested seat is now highlighted in yellow. 25
SEAT RESERVATIONS (CONT D) If you wish to cancel the seat request, hover over the seat already requested and the Cancel button will appear. To request an alternate seat, simply click on the seat to be requested which will automatically cancel the previous seat request. Once a seat is requested, it will display next to the flight on the Select a Seat pop up. Repeat the process for any other flights on the itinerary that you wish to request a seat for by clicking on Select Seat next to the appropriate flights. Once you have finished reserving seats, select Close at the bottom of the page. WATCH POINT due to the process airlines use for loading seat request availability into the GDS, those with high level Qantas memberships may notice a variance between what is available through u-book and what is available through an airlines website. SEAT RESERVATIONS (CONT D) 26
SEAT RESERVATIONS (CONT D) 27
Once the seat request process has been completed you will be able to view the selected seats on the applicable sectors: For any applicable seat reservation fee, you consultant will process the charge in the appropriate timeframe. 28
HOTEL RESERVATIONS Your preferred hotels will always display first. If your travel policy allows, you can select a hotel that is Non Preferred by selecting Specify Hotel Name or Chain and entering the hotel chain and / or hotel name. Tip: Input More Search Options to help narrow down your hotel search The back button will return you to the previous page. By selecting the View Map link you will get a pop up window with a Google map to view the location. located. 29
HOTEL RESERVATIONS (CONT D) The hotel location will be displayed via a Google map that you can zoom in or out on. Simply close this page/tab when finished referring to the map. 30
CAR RESERVATIONS Please note: You may choose additional car types and classes by clicking more options. Company car policy already dictates the set defaults. Your preferred car companies will always display first. If your travel policy allows, you can select Any Car Company or a specific company from the drop down. The back button will return you to the previous page. Car type and base daily rates will be displayed. You can Select the applicable rate you require and continue with your reservation. 31
HOW TO RESEND OR PREVIEW AN ITINERARY From the Home screen and List Clients search for your traveller, select yellow action icon to enter that particular traveller s profile (refine by last name if required). You will then be able to view the summary of all future and past reservations, select the booking you wish to resend by selecting the hyperlink booking number under the Bookings field. 32
HOW TO RESEND OR PREVIEW AN ITINERARY (CONT D) You will then open the booking itinerary documents pertaining to this booking only. To generate a new itinerary to yourself or your colleague select the type of itinerary required from the drop down menu: Short, Long, including or excluding the costs. Select the preferred itinerary type from the menu then select Issue New You will then arrive on the Issue Itinerary Page for where you can select the check box to email. Enter the recipients in the free format field or select from the drop down box. To complete enter Preview and/or Issue at the bottom of screen. 33
PROCESSING HOTEL CHARGEBACKS Some accounts have the arrangement to have their hotel stay charged back to CTM. Please check with your CTM Client Value Manager prior to sending emails to the hotels. The process is very similar to the above mentioned document generation. Step 1: From the Online Homepage, select List Client, search for the traveller s profile and select their profile. Step 2: From the Summary page, select the applicable booking from the traveller s list of trips Step 3: You will arrive at the Documents for this booking. Select Confirmation from the drop down and then Issue New 34
PROCESSING HOTEL CHARGEBACKS (CONT D) Step 4: You are then able to email the confirmation directly to the hotel concerned if their email details are known, or to yourself and then fax onto the hotel. You have the facility to copy and blind copy other email recipients also. Please ensure the below fields are completed you can Preview the confirmation prior to issuing. 35
PROCESSING HOTEL CHARGEBACKS (CONT D) Sample Confirmation 36
ACCESSING INVOICES Invoices can be accessed via a traveller s booking profile or from the Invoices option in the left navigation bar. By selecting the booking number when in a traveller s profile and then Invoices, you will be taken to the invoice issued for this booking. Selecting the Action icon will open the invoice. Within the booking profile: 37
ACCESSING INVOICES (CONT D) By selecting Invoices from the left navigation bar while on your Home Page, you will be taken to the below screen. You can access invoices by completing the relevant criteria. The results can be exported to excel for ease of use. You can select parameters based upon Client (traveller name), Department, Cost Centre and/or booking and invoice number. Invoices for travellers or departments and cost centres that you have permission to view can be accessed. 38
ACCESSING INVOICES (CONT D) Select Open to view the report or alternatively save to your desired location. 39
REPORTS Information on CTM s Online Reporting will be provided to applicable employees within your company and a separate reporting document is available. Please see your Client Value Manager in regards to reporting access. For any Online assistance please contact your dedicated Corporate Travel Management Consultant who will be able to help you with your enquiry. 40