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ConcurTravelConcur Travel FAQ’sOVERVIEWThis training document provides the answers to several Concur Travel Frequently Asked Questions. The questions arebroken down into 5 categories: Concur System & Profile, Flight, Hotel, Rental Car, and Miscellaneous Booking.*HELP RESOURCES: concurhelpdesk@ku.eduREQUIRED TO COMPLETE THIS TASKAccess to Concur, all KU employees have accessFREQUENTLY ASKED QUESTIONSCONCUR SYSTEM & PROFILE QUESTIONS:1. What is Concur Travel?The University of Kansas has partnered with Corporate Travel Planners (CTP) and Concur to introduceConcur Travel, an online travel booking tool that complements our existing Concur Request &Expense. This allows the University to streamline the travel process, offering an integrated 'one stopshop' for pre-approved travel requests, booking travel, and easily completed expense reports forquicker reimbursement. Concur also affords you the peace of mind knowing you are covered underthe University’s Duty of Care to receive automated and two-way risk messaging built into the Concursystem. Booking through the University's travel program ensures you can be supported by theUniversity and/or our team of CTP travel agents should difficulties arise before or during your trip.2. What are the benefits of using Concur Travel and CTP?By using Concur Travel & the Concur Mobile App you can: Book and manage the majority of your University travel in one place.Access the University's discounted rates for airfare, hotel, and car rentals.Maintain a secure online profile to store your TSA Pre-Check and frequent flyer numbers aswell as other travel preferences and payment method.Avoid sending PDF or paper copies of receipts to the SSC. E-receipts for flights, e-receipteligible hotel and car rental vendors are sent directly to your Concur Expense profile. Plus, youcan upload images of your receipts using the Concur Mobile App.Ensure compliance as travel policies, procedures and contracts are built into the system,including nightly per diem rates for hotels by location and Fly America Act.
Accurately track and use unused ticket credits, including reminders as credit expirationsapproach.Receive travel updates alerts. Automated and two-way risk and safety messaging is availablefor all travelers who have booked travel using the Concur Travel system or CTP.Additionally, here are some of the cost-savings and value-added benefits and services offered by CTPdirectly and/or through the Concur Travel system: Duty of Care monitoring to help get travelers to and from destinations safely 24/7 customer service Established relationships with airlines and hotels to better negotiate on our behalf Lowest available airfares* Rapid Re-pricing when fares or rates drop Up to 60% off corporate hotel rates and free hotel amenities through the Travel Leaders SelectHotel program Free quotes and online booking support International Travel expertise through their International Rates Desk Study Abroad, Meeting Management & Group (10 ) Travel Services Destination information and travel advisories Passport and visa assistance*CTP will provide the lowest logical airfare published and available at the time of booking, based onthe traveler’s point of departure and arrival, stated itinerary and the company’s travel policy.3. Do I have to use Concur Travel?KU employees are asked to use the Concur Travel booking feature to take advantage of safetyfeatures, travel support, efficiencies, and potential cost savings.4. Are there fees to use Concur Travel or CTP travel services?The following per transaction fees apply when using Concur Travel and CTP travel services:Transaction per personAir only --or-- Air/Car/HotelcomboFlight ExchangeRail onlyCar and/or Hotel onlyVoid/CancellationGroup Bookings (10 travelers)After Hours Emergency--please use after hours servicefor emergencies onlyOnline Booking feeper transaction 9.00CTP Full-Service fees 9.00 5.00 0.00 0.00N/A 20.00 – per transaction 15.00 – per transaction 10.00 – per transaction 0.00 – per transaction 20.00 – per traveler w/ Air 5.00 – Car/Hotel w/o Air per traveler 16.00 – per call w/o ticketing 27.00 – per call w/ ticketing 26.00 – per call w/ void or cancellation 40.00 – per call w/ ticket exchange 20.00 – per transaction
5. How do I sign in to Concur Travel?In your web browser, type: concur.ku.edu and sign in using your KU Single Sign-On. Trying to signin on the concursolutions.com page does not work since we use SSO at KU.6. What should I do the first time I log into Concur Travel?The first time you log into Concur, you must update and save your profile before you first attempt tobook a trip in Concur Travel. While updating your profile, please be sure to verify your email addressand add your mobile device for safety messaging. Additionally, you will need to activate your EReceipts.7. Will I be able to store frequent flyer or other loyalty program information?Yes, this is done in the online profile within Concur Travel under the Frequent Travelers Program.8. Why is my Date of Birth required if I am just booking a car and/or hotel?Concur has several required fields contained within the profile and while birthdate is only required forairline reservations, the same traveler profile is utilized regardless of what is being reserved.9. How do I pay for my travel arrangements?Your online profile stores whatever KU, KUCR, or personal credit cards you input. Please be sure to identifya default card for each travel type (air, hotel, car, etc.). The Concur site is secure and fully encrypted. Youwill have a choice of which credit card you wish to use when making the reservation. Please confirm allyour credit card information is set up in your profile. If the information is missing you will not be able tocontinue with your reservation. Rental Car and Hotel fares require credit card numbers at the point ofsale/check-in. Be sure to have a card on hand.10. Why can’t I use my SSC or Department card to book my travel in Concur?For security and appropriate institutional compliance, travelers are not permitted to save a credit cardassigned to another employee or a department card to their Concur profile. KU Employee Travelers need to use one of the following cards to book travel:1. A KU or KUCR issued P-Card in the traveler’s name2. A KU Declining Balance P-Card issued in the travel’s name. These can be assignedquickly, sometimes within hours.3. A personal credit card Guest Travel booked in Concur Travel by a KU Employee can be booked on that employee’s PCard or department P-Card, as card information is not being stored in the system for guestbookings.
11. What if I do not have a KU or KUCR P-Card?Employees can obtain a KU, KUCR or KU Declining Balance P-Card by completing the following:1. Complete P-Card application (Procurement Card Action Request)2. Have P-Card application approved by appropriate supervisor3. Complete and Pass the P-Card Quiz. P-card quizzes are administered in Blackboard. Therequestor will be notified by email with directions for the quiz.Travel Program Questions: Lori Gutsch, Assistant Director of Procurement – Travellorigutsch@ku.edu or 785-864-5616KU P-Card or Declining Balance P-Card Questions: Mike Lewis, Assistant Director of Procurement – Payableso KU P-Card Coordinatormalewis@ku.edu or 785-864-5938KUCR P-Card Questions: Kevin Teel, Business Manager – Office of Researcho KUCR P-Card Coordinatorkteel@ku.edu or 785-864-777512. What do I need to do if my credit card expires or the number has changed?If your P-Card or personal credit card saved in your Concur profile has changed in any way, you willneed to update it in your Concur profile as soon as possible. This will ensure that any futurereservations made online or with a CTP travel agent use an up to date card.13. What happens if I need help with Concur? If it is a system issue contact the helpdesk at concurhelpdesk@ku.edu If it is a booking issue contact CTP at 877-630-1232 between 8am – 5pm CST, M-F to assistyou. After Hours* Emergency Support is 877-200-1501 from 5:00 pm – 8:00 am CST, M-F,Weekends & Holidays. *Fees apply for After Hours calls, should only be used for emergencies.14. If I Concur seems to be down, is there a way I can check the status of the system?Yes. Concur Open Dashboard http://open.concur.com/ provides a glimpse at system outages andinterruptions. We are in the North America Data Center.
FLIGHT QUESTIONS:1. What is the most efficient way to find the best schedule and price?The system is set up to default the results to “search by price”. If you cannot find the flight you arelooking for you can search by schedule which allows you to build your own itinerary. Under TripSearch, simply choose the appropriate drop-down before clicking Search on the main Concur HomePage. Search by Price displays flight options Concur Travel suggests you take based lowest cost,availability and company policy and may not show you all options or schedules.2. Why am I not finding Basic Economy flights in Concur Travel?Basic Economy tickets are “use it or lose it” tickets. If you need to change your flight for any reason,you forfeit your ticket and must purchase a new one. No changes are allowed and many times theydo not include carry-on bags. Additionally, if a flight is oversold, Basic Economy seats are the first tobe bumped from the flight which requires you to purchase a new ticket. For these reasons we haveblocked Basic Economy from our Concur content.3. What will happen if I purchase a fare that is labeled “out of policy” meaning not thelowest fare offered by Concur Travel?A fare purchased that is 200 more costly than the lowest logical fare offered during your searchparameters will be considered out of policy. Upon selecting the higher airfare, as denoted by a Yellowtriangle with an exclamation point next to the Fare button, you will be presented with a pop-up boxand will be required to select a reason code from a drop down box. Your selected fare, along with theless expensive alternatives that were presented to you, will be listed on an Exception Report which willbe provided monthly to the University’s Travel Manager. It is recommended that the traveler or travelarranger be prepared to provide an after-the-fact explanation, if requested to do so.4. Can I book simple international reservations online?Yes, and CTP’s Full-Service Agents can provide you with free quote options if you want their expertassistance but wish to book on your own through Concur Travel. It is recommended to book complexinternational travel directly through a CTP agent.5. Does Concur issue my airline ticket?No, Concur only creates the reservation. CTP processes the ticket/invoice to ensure all information iscaptured for company purposes and quality controls the trip for accuracy.
6. How will I know when/if my ticket has been issued?You will receive an email directly from CTP which will signify your trip has been invoiced/ticketed.Keep this email as it contains important information you may need prior to or during travel and foryour expense report. The SSC will need a copy of this email as a receipt for the CTP Agent/ServiceFee. Additionally, in your Trip Library in Concur, you will see the status changed from Confirmed toTicketed (if air is included).7. How long will it take for my ticket to be processed?Generally, quality control and ticket processing only take a matter of minutes so long as the systemdoes not encounter any errors. The email provided by CTP is confirmation that your trip has beenpurchased and ticketing/invoicing has been successfully completed.8. How are unused tickets tracked? How are they used?When you log into Concur Travel, you should see any unused tickets in the Alerts section at the top ofthe main Home Page. Additionally, you should see them in your profile as well as in the air searchresults matrix. If you have an unused ticket, on the Trip Booking Information page there is adropdown to indicated that you wish to use your unused ticket credits. This will alert CTP to applyyour credit. Remember unused ticket credits are airline specific and can only be applied againstpurchases from the same airline.9. I am booking a domestic multi-leg trip, not a round trip. Can Concur Travel support that?Yes. You can book up to 6 legs of travel on one reservation in Concur Travel. If the Trip Search on theHome Page, choose the Multi-Segment option of the Air search criteria section.10. What is the best way to book a trip where more than one employee needs to travel onthe same flight?Users can opt to share a trip with another user so they can see/select the same flight and/or hotelarrangements. Additionally, on the Home Page while completing the Trip Search you can use theAdults # dropdown for booking up to 6 employees together. NOTE: you must be listed as an arrangeron their profiles to use this option.11. Why do I see lower airfares on other websites than I do in Concur?There may be several reasons for this. The most common reason is that the Basic Economy faresoffered by the airlines and leisure sites have been blocked in Concur as mentioned above. Anotherreason we see fare discrepancies is due to inventory fluctuations – timing is everything and inventoryavailability and costs can change minute by minute. Any questions about fare discrepancies should bereported in detail to CTP at online@ctptravelservices.com.12. How can I identify Fly America compliant flight options?Fly America compliant flight options have an icon of a shield with a check mark in it that can be seenabove the view fares button.
HOTEL RESERVATION QUESTIONS:1. What if I need to book a conference hotel for a meeting or industry event?Conferences and meetings generally have hotel rooms blocked at a negotiated rate between the hoteland conference/meeting holder. These special rates will not appear in Concur Travel and therefore,you should follow the meeting organizer instructions for making reservations or you can check pricingin Concur to compare rates and book whichever is cheaper.2. I am flying into one airport but need my car/hotel in a different location. How do I makethe request?In your Trip Search do not choose a car/hotel while filling in your cities/dates on the Home Page.Continue through Concur Travel as if you are just doing an air-only trip. Upon reserving your flight,you will be presented with the Travel Details page. From this page you have the option to click on thelink to Add Car / Add Hotel or Cancel Car / Cancel Hotel. This will allow you to choose where youwant the car/hotel and for how long.3. Can I add a hotel to an airline reservation after it is booked?Yes. To add or modify a hotel, click the name of the trip you wish to modify in the My Trips section ofthe Concur Home Page. From the Travel Details page, in the Trip Overview section you can Add aHotel to the existing trip. If you add the hotel separately and not to an existing trip, your itineraryitems will not be consolidated into a single itinerary which can cause issues. There is no fee to add ahotel reservation to an existing trip.4. I have seen a warning sign next to pre-paid or Advance purchase hotel rooms, does thismean I cannot choose those room?No. Policy allows for 1 night prepaid deposit, before booking a prepaid, non-refundable Hotel roomyou must get preapproval from KURES or UKANS P-card coordinator. If you must choose a prepaid,non-refundable hotel room, you can select that room and you will be presented with a pop-up boxand will be required to select a reason code from a drop down list. Your selected room, along with thecompliant alternatives that were presented to you, will be listed on an Exception Report which will beprovided monthly to the University’s Travel Manager. It is recommended that the traveler or travelarranger obtain preapproval from Mike Lewis (KU) or Kevin Teel (KUCR) before booking a prepaid,non-refundable room and submit that preapproval to the SSC to process with the transaction.5. What if I need to cancel a hotel reservation at the last minute and it is within thecancellation penalty period?If you need to cancel a hotel and you are within the penalty window defined by the hotel, pleasecontact CTP to assist you. If this happens after-hours, please contact the hotel directly or use theafter-hours* service noted on your itinerary. *A Fee will be assessed for after-hours services.
RENTAL CAR RESERVATION QUESTIONS:1. When I search rental cars in Concur the results show multiple vendors, does it matterwhich vendor I choose?Yes, Enterprise/National is KU’s mandatory contracted vendor where available. Our contracted rates,which include Collision Damage Waiver (CDW) fees, are loaded into Concur. If you must rent avehicle from another car vendor due to Enterprise/National unavailability, you may choose anothervendor notated with the yellow exception triangle and choose the appropriate reason code.Additionally, you should purchase CDW as it is not included in the rental price shown for othervendors. It is recommended that the traveler or travel arranger be prepared to provide an after-thefact explanation, if requested to do so.2. Can I add a car to an airline reservation after it is booked?Yes. To add or modify a car, click the name of the trip you wish to modify in the My Trips section ofthe Concur Home Page. From the Travel Details page, in the Trip Overview section you can Add a Carto the existing trip. If you add the car separately and not to an existing trip, your itinerary items willnot be consolidated into a single itinerary which can cause issues. There is no fee to add a rental carreservation to an existing trip.3. Why do I see two car rental rates for the same vendor?If your organization has a negotiated rate with a rental company, you may see a contracted rate anda published rate for the same car type with the same company. Unless the rate is drastically higher,you should always select the contracted rate as it may include benefits or settings that are pertinentto your organization and only included in that negotiated rate.MISCELLANEOUS BOOKING QUESTIONS:1. Is there a mobile app?Yes. Concur Mobile is available for iPhone, and Android devices. It can be used to book travel, reviewtrip itineraries & expenses, and submit receipts while traveling. It can also be used by Approvers toapprove Requests and Expense Reports.2. Will I have access to make reservations with all airlines, rental cars, and hotels?Yes. Concur offers the same inventory (Global Distribution System) for airlines, rental cars, and hotelsthat other travel agencies or travel systems offer. The advantage that Concur offers is they partnerwith Southwest Airlines, Air Canada, and other direct connect suppliers so their inventory is morecomplete than others.
3. How do I know if an option listed while booking is outside of KU/KUCR policy?Out of policy options are identified in several ways in Concur Travel. Items that are slightly out of policyand may need additional consideration are noted with a yellow caution sign. If booked, it will be listed in amonthly report sent to KU’s Travel Program Manager. Items that are out of policy are noted with a redsign and are not allowed to book or they have been blocked from our Concur content. To identify thereason for the icon, click the icon itself and more details will be provided.4. Will I see a trip booked with a CTP agent in my Trip Library in Concur?Yes. Any trip booked for a KU employee with a CTP agent will be uploaded into Concur overnight. Guesttravel booked directly with a CTP agent cannot be uploaded to an arranger’s Concur profile.5. Where can I see my itinerary?Upon the completion of your booking in Concur Travel, you will immediately receive an itineraryconfirmation emailed from Concur Travel TravelWizard@concusolutions.com . You will also receive asecond email from Concur Online online@ctptravelservices.com when CTP has completed the AirlineTicketing process. This email from CTP
Concur Travel Concur Travel FAQ’s . OVERVIEW This training document provides the answers to several Concur Travel Frequently Asked Questions. The questions are broken down into 5 categories: Concur System & Profile, Flight, Hotel, Rental Car, and Miscellaneous Booking. *HELP RESOURCE
