Welcome to FCm Travel Solutions Western University Travel Guide

Contents Introduction... 3 Overview... 4 About Flight Centre Travel Group... 4 FCm Fact Sheet... 5 FCm Contacts... 6 Travel policy... 7 Credit management and name changes... 8 Making travel arrangements... 9 Booking Process... 9 FCm Online... 9 FCm Consultant... 9 After hours emergency assistance... 9 Getting started... 11 Traveller Profile management... 11 Creating a booking... 11 Getting started Traveller Profiles... 11 Air... 13 Hotel... 15 Car... 17 FCm online booking tips... 18 Viewing existing bookings... 18 Reprinting itineraries and invoices... 19 Travel Arranger Instructions... 20 FAQs... 21 General FAQs... 22 Glossary... 23

Introduction This Handbook has been designed by FCm Travel Solutions to provide travellers and travel arrangers with useful information when making travel arrangements. It contains details on all aspects of travel including Western University s travel policy together with some useful tips and what to do in different scenarios. If you have any queries whilst reading this guide, your dedicated FCm Travel Team will be pleased to assist you further. You can also contact Procurement Services at procurement@uwo.ca.

Overview Page 4

FCm team contacts University of Western Ontario

Air All flights are to be booked in Economy class. Travel policy With proper approvals, business class may be booked for long-haul flights or documented medical reasons. Approval must be obtained prior to travel by the traveller s Dean, AVP, Vice-Provost, Vice-President, Budget Unit Head or the President FCm will be capturing for reporting any bookings that $200.00 over the lowest logical fare Accommodation All hotel reservations should be for standard rooms. Individuals are permitted to book above a standard room if a written explanation is provided by the claimant and approved by the Dean, AVP, Vice-Provost, Vice-President, Budget Unit Head or the President stating the need for an exception to the policy. Car hire Western has negotiated rates with National/Enterprise. The University s insurance policy is applicable to employees travelling on University business. You must register the detail of the vehicle rental with the Western Corporate Insurance Office (http://www.uwo.ca/hr/safety/insurance/rentals.html). Form of payment With a speed code, FCm will confirm requested air and rail transactions. For hotel reservations, each traveller will be required to present a credit card upon check-in to pay for room, tax and any ancillary services. For car reservations, each traveller will be required to present a credit card upon pick-up for the daily rate as well as any additional ancillary services. Changes Cost of change can add significant overall expense to a travel itinerary so please be mindful to keep changes to a minimum. All changes to existing reservations should be made via your FCm Travel Team to ensure consistency in policy and ability to track traveller s whereabouts at all times. Changes cannot be made through the online booking tool (Concur). Cancellations Contact FCm immediately to request cancellation of your travel arrangements. FCm will initiate a refund or place your air ticket in credit depending on the fare type purchased. Please note refund processing by airlines can take up to 12 weeks to be actioned. Hotel cancellation policy information is detailed on your FCm itinerary. Please be sure to contact FCm prior to the cancellation deadline to avoid cancellation and no-show penalties.

Credit management and name changes Airfares that have been paid for and then cancelled can be placed in credit for future use. Airline credits are usually valid for 12 months from the original date of issue and they charge re-issue fees for these credits to be used. FCm s unused ticket process ensures credits are utilized at every opportunity. Credits can only be redeemed by contacting your FCm team. Our systems have been developed to alert our customers and consultants at each and every booking. In addition to system prompts, entire company credit listings can be viewed online or via the monthly management reporting suite. Visas and passports At the time of reservation, your FCm Consultant will advise on visa requirements. Please ensure the visa requirements are met and forms are completed in full or you may risk a delay in your visa application. Visa requirements can differ depending on the nationality of the passport holder and the destination country. A reasonable period of notice is required to ensure all documentation is in order, although emergency situations can be accommodated.

Making travel arrangements Booking process Travel bookings can be made through your FCm consultant (email or telephone) or via the online booking tool (Concur). The online booking tool is the preferred method for domestic and transborder point-to-point travel. For international travel or any multi-segment trips (4 or more segments), it is recommended that you call an FCm consultant. FCm Online: Can be accessed through Western s network FCm Email: western@fcmtravel.ca FCm Consultant Telephone: (855) 329-3104 or (416) 813-4795 FCm Online Bookings Online bookings can be made for all domestic and transborder travel through the online booking tool. International bookings as well as changes to your existing reservations need to be done through an FCm consultant. FCm Consultant Bookings FCm consultants are available to assist you with any travel-related query. Your FCm team is available Monday through Friday, 8:30am ET to 5:00pm ET via email or telephone. After Hours Emergency Assistance Occasionally you may require emergency travel assistance out of normal business hours. For these times FCm maintains an efficient emergency service hotline. The After Hours Emergency Team are able to access your reservations and can make any changes or secure new reservations for airlines, hotels and car rentals. After Hours numbers will be printed on your itineraries; however, we recommend all travel bookers save these details in their phone. Calling from within North America: (855) 329-3104 Calling from outside North America: (416) 813-4795 Once connected, please state your Executive Code DS1G (Delta Sierra One Golf). Additional fees may apply for this service.

Service Level Agreement Page 10

Getting started Traveller Profile management 1. Log into Concur using the FCm/Concur Travel link on the Financial Services homepage (www.uwo.ca/finance) using your Western username and password. If you are unable to sign-in to the FCm Portal and Concur, please contact Procurement Services to request that they set-up a profile on your behalf. They can be contacted at procurement@uwo.ca. 2. Prior to making a travel booking (via the online booking tool or an FCm consultant), travellers must have a traveller profile loaded and updated in the FCm system. 3. Profiles can be accessed through the Profile tab found on the FCm landing page. You will have access to enter information regarding personal information, preferences, passport information, contact information and membership numbers. 4. Each profile must contain the following required information: -Prefix -Name (as it appears on your passport) -Gender -Date of birth -Phone number (both mobile and home) 5. Once the traveller profile has been updated, you can immediately commence booking (either through an FCm agent or the online booking tool). Additional details such as frequent flyer numbers, travel preferences can be updated but are not required to proceed. 6. If you are booking for a one-off contractor, interview candidate, guest speaker etc., the traveller does not need a profile and you are able to book their travel either through the online booking tool or an FCm consultant. A speed code is required for all guest travel.

7. To book guest travel through the online booking tool, please ensure you select Book for a guest on the homepage in Concur:

Creating a booking Air 1. Enter your search parameters. Click on this link if you are making a reservation for a guest. If you have an Air Canada promotional code, you can enter it here. If you would like Business Class, please select it from the drop-down menu.

2. Response to your search parameters will return the following display. 3. The 3 diamonds denotes a preferred vendor within your company s travel program. 4. Hyperlinks exist for Fare Types and Fare Rules. Click on these hyperlinks to view details of aircraft, flight times and fare rules & conditions.

Creating a booking Hotel 1. Response to your initial hotel search will be displayed as follows: 2. Negotiated preferred rates or FCm negotiated rates will be identified in the CHOOSE ROOM field.

3. Under the CHOOSE Room link, you will be able to view and select all available room types and rates for the dates requested. 4. Hotel rate rules, guidelines and restrictions can be found on the confirmation page of your reservation under the following hyperlink. You must agree to the details before your reservation will be confirmed. Page 16

Creating a booking Car 1. FCm Online will display results from your preferred or company negotiated car providers 2. The car type will default to your company preferred vehicle size. 3. To view details of the inclusions of this car type, select the hyperlink under more info. This will provide information on mileage allowance or one-way drop off charges. 4. If you require a difference size car than the options displayed, please call your FCm Travel Team for assistance. Click here to view more details of the reservation (mileage allowance, one-way fees)

FCm Online bookings tips Viewing existing bookings All bookings created through FCm (online or consultant) can be viewed via the online booking tool. To view: 1. Under the Travel tab at the top of the page, click on Upcoming Trips. 2. Any upcoming reservations that you have made through an FCm agent or the online booking took will be displayed here.

FCm online booking tips Reprinting itineraries and invoices Itineraries and Invoices for all FCm bookings (online or consultant) can be retrieved via the FCm portal. 1. Once you are logged in to the FCm Portal, you are able to retrieve past invoices for travel. 2. Select the appropriate traveller from the drop down menu under Administer For 3. At the bottom of the itinerary onscreen, you will be presented with the option to view the full itinerary as PDF. You can then download, save and print.

FCm online booking tips Assigning yourself as a travel arranger If you need top book travel on behalf of other individuals, you are able to assign yourself as their travel arranger. 1. Log into the FCm Portal 2. Under the Admin tab, go to Arranger Self Designation 3. Under Employee Profile Search, type the last name of the traveller that you would like to book travel for. 4. Locate the appropriate traveller and select the Self- Assign option under Arrange For 5. An email will be sent to the traveller advising that you have assigned yourself as their travel arranger. 6. An administer for drop down menu will appear at the top of your screen (you may need to refresh your screen to activate). Click on the drop down menu and choose the individual that you are arranging travel for. From here, you can manage the individual profiled and book travel on behalf of those you arrange travel for. *Please remember that the traveller s profile must be filled in with at least the minimum requirements before you will be able to complete the booking.

FCm online bookings tips FAQ s I am stuck and need help! Call the Online Helpdesk During the booking process if error occurs, please contact the online helpdesk on (844) 252-6569 or (416) 813-4797. Please do not make a second booking, as the 1st one may have already been processed. You can also contact Procurement Services at procurement@uwo.ca. I need to see more flight options across a greater time frame The default search window is set-up to display results +/-3 hours from the requested departure time. If you would like to see more flights, please increase that window. To view Business Class flights. To view the business class options for your search options, please select Business Class from the Class of Service dropdown in your search parameters. How do I view the fare rules of the flight selected? To see the rules of each airfare, click on the Fare Rules hyperlink when selecting your flight. Can I make changes via FCm Online? No. Booking changes must go via your FCm consultant. Cancellations of itineraries can be conducted via FCm Online; however, we recommend that you call and/or email and FCm consultant regarding any cancellations. Why can t I use my credits online? Within Canada, we are not permitted the ability to use credits via an online booking tool. western@fcmtravel.ca for further information. Please contact the Western team at Booking more than one traveller The online booking tool is set-up to handle reservations for one traveller at a time. If you have more than one traveller on the same itinerary, you can use the Clone Trip option under Templates. Also, please feel free to call and FCm consultant regarding reservations for more than one traveller. Multiple bookings If you are required to make subsequent travel bookings for different travelers, it is imperative that you Clear All Travellers at the completion of each booking. There is a small button next to the you are managing box at the top of the screen. If this process is not followed, the next booking you make will not contain the correct travelers. Tutorial FCm hosts an online open training on the 3 rd Thursday of each month at 11:00am ET. To register for this training, please go to the homepage in Concur and register under the Company Notes section. Note that this training is open to all FCm clients and is not specific to the Western portal.

General FAQ The following set of questions and responses have been prepared to assist you in better understanding key aspects of the new travel management services to be provided by FCm Travel Solutions. You can address any of your questions to the following key contacts:- FCm Account Manager Ron Schur, ron.schur@fcmtravel.ca or (416) 770-3790 FCm Team Leader Tara Alexander, tara.alexander@fcmtravel.ca or (855)329-3104 Who can I contact if I have feedback regarding FCm Travel Solutions or our current preferred travel suppliers? Please contact Procurement Services at procurement@uwo.ca or your FCm Account Manager at ron.schur@fcmtravel.ca What business hours do FCm Travel Solutions operate? FCm Travel Solutions operate the following business hours - Monday to Friday, 8.30am to 5.00pm ET. FCm do operate a 24 hour emergency assistance service outside of the above core hours; however, additional fees do apply. Who do I contact for emergency assistance after hours? FCm Travel Solutions is available 24/7. Please contact FCm Emergency After Hours Assistance at (855)329-3104 or (416)813-4795. For any regular travel booking / reservation services, please contact FCm during working hours. Should I book hotels and car hire with FCm Travel Solutions? Yes, in time of crisis FCm Travel Solutions will immediately know where you are for safety and security purposes. I have lost my luggage or had it stolen, what should I do? Always report the incident immediately to the respective travel provider i.e. Airline or hotel. If your bags are not recovered a full incident report is required, this would usually be an airline or police report from the local authorities. Who do I contact to arrange group air bookings and offsite meeting venues? FCm Travel Solutions can coordinate all different meeting and event needs. We are specialized in managing small to large group travel and readily assist with the selection and booking of meeting venues on behalf of our clients.

Glossary of travel terms Carrier City Pair Class Of Service Connecting Flights Documentation Electronic Ticket E.T.A E.T.D. Fare Basis GDS Non-Stop PNR Prepay Or Prepaid Profiles Rate Refund/Credit Stopover Transfer Waitlist Term used interchangeably with AIRLINE The two cities you are flying between First Class, Business Class, and Economy/Coach are Classes of Service Connecting Flights means, although your traveller is flying from Point A to Point B, he must change aircraft at one or more intermediate cities Any or all information included with your ticket, for example, invoices, itineraries, tourist cards, etc., are all forms of documentation Electronic ticketing, or ticketless travel, allows us to sell air transportation to you without issuing the flight coupons (paper ticket). No paper ticket is issued and the traveller simply presents photo identification at time of check in and receives a boarding pass. The estimated time of arrival The estimated time of departure The code appearing on the airline ticket assigned to a specific fare to identify the rules and restrictions relating to that fare (eg. Y = Full Economy, J = Business Class) Global Distribution System computer system through which many travel products, including most airlines, major car rental chains and major hotel chains are booked. Non-Stop service means that your traveller will fly from Point A to Point B without landing at any intermediate stops Passenger Name Record is the computer file name for each individual reservation that is made with airlines. A ticket that is arranged for by your agent, charged to your credit card or account, and is issued at the airport by the airline for your traveller. The advantage of a prepaid ticket is that your traveller does not have to pay for it at the airport, and his seats are confirmed. The airlines always assess an additional charge for a prepaid ticket. The information stored in our back office PORTAL system regarding your traveller s preferences and general information The price of the airline ticket or accommodation cost. Money credited to your credit card or account An intermediate stop for aircraft re-fuelling, flight transfer or extended stay in a city en route to a final destination. A flight connection that requires a passenger to transfer between airlines or airports en route to a final destination. A travel reservation that has been requested, is fully booked and the traveller is placed on a waitlist pending a cancellation.