Travel FAQs
September 26, 2019
Page 1
Question
Response
Policy:
1
Are basic/low-cost
economy class
airfares permitted by
Emory travel policy?
Yes, Emory travel recently opened the option to purchase these low-cost economy class airfares which come with tight restrictions.
Restrictions:
2
What are the
restrictions on these
types of fares?
Each airline has their own set of restrictions, so it is important that you make yourself aware of the restrictions prior to booking your
travel. In general, these types of fares have less flexibility. Seats are assigned after check-in, so there are no seat assignments
during the booking process. Additionally, you will not be able to make changes or receive a refund should an issue arise, and you
cannot travel. For Delta Airlines, they do not offer the same perks (e.g. zone 1 boarding, automatic re-booking in case of flight
cancellation) that you get when booking main cabin or a higher class of fare.
Online Booking Tool:
3
Are restricted low-cost
airfares available for
purchase through the
online booking tool?
Yes, these fares are available for purchase through the ETA online booking tool.
Agent Assistance:
4
Can an agent help me
book a basic economy
flight?
Yes, agent assistance is available for booking all levels of class flights. Please be mindful that booking with agent assistance will
incur higher fees.
Seat Assignments:
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Travel FAQs
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5
I am unable to select
my seats. Why?
This is an airline restriction for this class of fare. Seating cannot be selected until the reservation is reserved. The reservation must
go to the airline before seats can be confirmed.
Guest Booking:
6
Are we required to use
Emory’s Travel Service
provide to book travel for
incoming guests?
Emory guests are currently not required to book via the Emory Travel Service provider. In fact, it is preferred that guests’ book and
pay for their travel expenses themselves and Emory will reimburse them after their trip.
If Emory is booking on behalf of their guest, then yes, the Travel Service provider should be used.
Fees:
7
Why are travelers charged
a fee for each leg?
Travelers are charged fees when there are separate tickets issued. The agency fee is per ticket.
8
Travelers are being
charged a $5 fee when
they book travel using the
online booking tool. Why?
There has always been an online booking fee. As the traveler you were not aware of the fee because Central Procurement paid the fee
for each Emory traveler. This fee is now the responsibility of the traveler.
Notifications:
9
Why am I receiving
notifications on another
traveler’s travel?
Strategic Procurement originally wanted to move away from direct billing. We received feedback that opposed the option to move away
from direct bill. Notifications to traveler’s managers were put into place as a safeguard when using direct bill.
These notifications will continue however, there is a workaround to receiving the notifications. Please visit the Emory Travel webpage
where you will find a link to the eMail Rule.
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Travel FAQs
September 26, 2019
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Agent Assistance:
10
When should I book via an
Agent?
The most direct way to book travel when you are traveling on Emory business and traveling with your family members, complex
reservations, same day travel, airlines that do not accept credit cards or group bookings is to contact CTM directly either by phone or
eMail. Their contact information is listed below for your convenience.
•CTM Agent assisted travel please call 877-289-4627 or email emory@travelctm.com
An agent will be able to accept multiple payment types including SpeedType for reimbursable travel expenses, Emory corporate card
and personal credit cards. They will be able to place all the travelers on one itinerary if you request and gets seats together based on
availability.
Please note that the transactions fees for Agent Assisted domestic booking is $25 per ticket.
Affinity:
11
Can a Corporate Card
holder pay a nominal
fee to the issuer to
participate in an
affinity program, e.g.,
Delta SkyMiles Loyalty
Program?
When the contract was being negotiated with JP Morgan Chase we discussed this with them to determine if this was a possibility. At
that time, it was not possible. This is something procurement will evaluate in the future.
Air Travel:
12
Are we able to purchase
airline tickets directly
from Southwest.com?
We have recently finalized our relationship with southwest Airlines. In the past you were able to book directly with Southwest because
we were not in a contractual relationship. Today our Emory/Southwest contract requires that all Southwest airfare must be book
through Emory travel – CTM.
Communications:
13
Will this PowerPoint be
distributed to the people
attending this session?
Yes, the PowerPoint, webinar and FAQs are part of the on-going communications relating to the travel policy and the new travel
service provider that will be kept updated on the Finance Division website/ Travel.
Additionally, Strategic Procurement has scheduled additional outreach sessions. The updated list is on the Finance Division website.
If your school would like an outreach session, please send a request to travel@emory.edu to arrange a visit.
TRAVEL POLICY FREQUENTLY ASKED QUESTIONS – OCTOBER 2019
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September 26, 2019
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14
Accounts Payable is not approving travel expenses in terms of whether it is allowable under the grant, best pricing/option, etc.
Instead, that is the responsibility of the departmental approvers, who are familiar with the specific grant/budget to which the
charge would post.
As you probably know, conference rates are not necessarily the cheapest rates. Yet the fact that they are available as part
of Emory’s travel offerings would mean that if reaching AP, they would be approved. The new tool will make all choices
visible, and it will be up to the department to determine which rate is best suited for the booking in question
15
It is at the traveler’s discretion if he/she wants to book hotel through the travel agency. Currently, Emory travel have not made
booking your conference hotel through the agency mandatory.
However, if you decide to book through the agency and the negotiated conference rate is sold out, the next lowest rate
available at the conference hotel can be booked.
16
The Emory corporate card should be used for reimbursable expenses. It does not require a credit check or full Social Security
Number when applying and is not tied to a person’s credit rating.
The cardholder is responsible for ensuring that charges placed on an Emory Corporate Card are appropriate and are
expensed in a timely manner through the Compass travel and expense process.
The Emory Corporate Card should not be used for personal expenses of any kind. Emory’s agreement with
J.P. Morgan Chase (the issuing bank), requires that the card be utilized for Emory University business purposes only. If
personal charges are made, these charges must be paid by the Cardholder directly to the issuer and the charges must be
cleared from My Wallet.
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17
The preferred method of payment when booking travel and for paying reimbursable travel expenses is the Emory Corporate
Card. If you don’t have a Corporate Card, it’s easy to apply for one; here’s the link.
As a last resort, travelers can use a personal credit card. It is very important that all travelers are aware of what is needed when
submitting an expense report after using a personal credit card.
18
Your corporate card limit can be increased to meet your specific needs. Please contact travel@emory.edu and they will assist
you.
While Smartkeys still remain available, the preferred method of payment is the Emory Corporate Card.
If you are uncomfortable with the amount there may be other options. For example, the expense could be billed to your
manager’s Corporate Card; or, you may be able to create a purchase order and have the event organizer bill Emory and be
paid via the Accounts Payable process.
19
Once approved it normally takes 5-7 business days to receive your card.
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Travel FAQs
September 26, 2019
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20
What business reason
can we provide to faculty
that explains why Emory
is requesting the use of
the Corporate Card?
The Emory Corporate Card is the preferred method to book travel and to pay for reimbursable expenses. The Corporate Card is
integrated with the Compass Expense reimbursement module; charges on the card appear in “My Wallet” automatically making it
easier to complete an expense report.
The following is a list of benefits associated with utilizing an Emory Corporate Card (rather than using personal funds) for business
expenses:
1. Detailed receipts are not required for most purchases under $75 on the Corporate Card. Detailed receipts are always
required for airfare, hotel and rental car expenses even if under $75.
2. Cash and personal card purchases still require summary receipts for under $25 and itemized receipts for over $25.
3. Expense report completion is quicker, as Corporate Card purchases do not require manual data entry and can be
transferred from My Wallet.
4. Approved expenses are applied directly to the card balance within days.
5. No Missing or Lost Receipt affidavits are needed – less paperwork and hassle.
6. No currency conversion documentation is needed – less paperwork and time finding and printing conversion rates.
7. Visa is accepted all over the world.
8. Cardholders will not be out-of-pocket for Emory travel – expenses on a Corporate Card can be submitted and paid
prior to trips.
9. No personal liability and no credit check – see the Cardholder Liability section for more detail.
10. Liability waiver, merchant dispute assistance, auto rental, and accident and travel insurance are included.
21
If faculty and staff are
to use corporate card
per policy why are they
allowed to put personal
card information in
their Emory travel
agency profiles?
This gives the traveler an option to book personal (non-reimbursable) travel on Emory’s travel booking tool and direct the charge
to their personal card when booking the trip.
It also allows you (through agent assistance) to book your companion travel if traveling with a companion.
22
When traveling
internationally does faculty
and staff have to rely on
per diem or can a personal
credit card be used?
The Emory Corporate Card should be the first choice when traveling domestically or internationally. In the event that you use your
personal card for an international reimbursable expense and incur a fee, that fee is reimbursable.
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Travel FAQs
September 26, 2019
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Duty Of care:
23
A tremendous amount of travel is
booked/funded outside of Emory,
such that booking through the Travel
Tool (if the impetus for requiring this
is because of ‘duty of care’) wouldn’t
allow for all travel to be tracked.
We currently have a program called ISOS (here’s the link), which does track Emory travelers’ locations/contact
information, to allow for duty of care to be carried out. Though the program kicks in automatically if booking through
the Travel tool, it is also available for self-registration of those itineraries booked externally to allow Emory travelers
to still maintain that level of protection.
Exceptions:
24
Where can the exception forms be
found?
The Airfare Upgrade exception form is located on the Emory travel webpage.
25
How do I request an exception to the
travel policy?
There are two types of exceptions: a one-time exception and an ongoing exception. Any exception request is made via
travel@emory.edu.
The Associate Vice President of Strategic Procurement or assigned designee has responsibility for reviewing one-time
only requests and granting exceptions on a case by case basis.
Request for ongoing exceptions will be reviewed by the Associate Vice President of Strategic Procurement and approved
by the CFO.
26
My department has 40+ students that
travel to conferences and only two
staff members, one of whom has a
corporate card. How do we get a
permanent exception for our
department to the corporate card
booking policy?
Any exception request is made via travel@emory.edu.
Request for ongoing exceptions will be reviewed by the Associate Vice President of Strategic Procurement and approved
by the CFO.
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Travel FAQs
September 26, 2019
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27
May my department get a one-
time blanket exception for
Airbnb?
Any exception request is made via travel@emory.edu. Airbnb is now an allowable exception and can be book via CTM.
Foreign Travel:
28
Where do we find the list of
prohibited countries?
Emory does not publish a list of prohibited countries. The U.S Department of State has a useful website (link here) which
provides travel advisory information for other countries, including prohibited countries.
Ground Transportation:
29
Is there a specific company we
must use for ground
transportation for department
visitors?
There are several ground transportation options currently available for the Emory community and department visitors. The
options range from limos, to black car service, to vans and busses, and car rental agencies like Hertz and Enterprise Rent-
A-Car.
Traditional car rentals, e.g., Hertz and Enterprise Rent-A-Car, can be made using the travel booking tool. When you book
traditional car rentals using the tool for U.S. business related travel, you can decline the insurance coverage because it is
covered by Emory’s blanket insurance policy. If booking for business travel outside the U.S. do select the insurance option.
Information on preferred ground transportation companies and on booking a car service, vans, and busses is available on
the Procurement web site (link).
Lodging:
30
Does CTM have the
bandwidth to handle all of the
hotel reservations that will
now occur?
Emory has selected a new Travel Service Provider that can meet our lodging needs. With a Preferred Hotel Program, you
will have access to special rates, benefits and inclusions that have been negotiated with CTMs preferred
accommodation partners.
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Travel FAQs
September 26, 2019
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31
Our department currently
makes travel arrangements for
guest speaker and make their
hotel arrangements at the
Emory Conference Center
Hotel getting our Emory
discount. When the Travel
Agency makes the hotel
reservations for the guests, will
they get the Emory discount?
Emory’s discounted rates with the Emory Conference Center have been loaded in the travel portal.
Additionally, you are welcome to continue booking travel directly through Emory Conference Center, as we have not yet
made booking hotel through CTM mandatory.
32
Are there other hotels that
offer Emory a discount?
Emory currently gets discounts from several hotels. The list is available on Emory’s travel web site. Here is the link.
These hotels and others are available to book through CTM.
33
Do all hotel reservations,
unrelated to a conference,
need to be made by Emory
Travel? Does this include
reservations for international
hotels?
No, hotel reservations have not been made mandatory through Emory Travel.
34
Faculty have already made
hotel arrangements. Will
these arrangements be
honored?
Yes, existing reservations will be honored.
Per Diems:
35
Are meals for travel less than
7days still reimbursable via
expense reports for staff without
corporate cards?
Yes, meals for travel less than 7 days are reimbursable.
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Travel FAQs
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Personal Travel:
36
Can we piggyback personal
travel onto business travel as
long as the charge to Emory is
no more than round trip for the
business location?
If the piggyback personal travel does not impact the cost to Emory and the extended or “piggyback” excursion is approved
leave or has no impact on the individual’s work schedule then of course it is allowable. An example might be a trip to a
conference in Orlando spanning Monday through Wednesday. The family wants to tag along and go to Disney and stay over
the following weekend. If both legs of the trip cost Emory the same amount (or less) and the leave on Thursday and Friday is
approved this is allowable. Emory would reimburse the traveler for the round-trip ticket, the lodging while attending the
conference, and customary incidentals (ground transportation, meals or per diems are examples).
Rail Travel:
37
In some countries, Japan for
instance, a reserved seat on a
train is classified as above
“basic fare” but not as First
Class. Are these expenses
reimbursable?
Yes, the reserved seats are reimbursable.
Service Level Agreement:
38
What is the guaranteed
response time to travel
questions submitted to the
Finance Support Center
(FSC)?
The Finance Support Center service level agreement for responding to travel questions is 24 hours.
Travel Policy Timing:
39
When do the revised travel
policies go into effect?
The policies went into effect on January 1, 2019.
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Travel Service Provider:
40
If booked travel isn’t
completed, policy is that
fare cannot be submitted
for reimbursement. How
will this be handled (e.g.
conference cancelled,
inclement weather issues,
etc.)?
In certain circumstances, with service fees and/or waivers, CTM may be able to obtain a name change, credit voucher and in
special situations, a refund. Please contact an agent for more information.
41
The current tool cannot
book travel from one
country to another country.
Will the new tool allow for
this?
The current tool does allow you to book intercountry travel if it is not complex. For example, you can book a one way or round-trip
flight between London and Germany. The current tool doesn’t handle multiple leg intercountry itineraries very well and directs
you to an agent assisted booking.
42
What is the name of the
new travel agency?
Procurement has partnered with Corporate Travel Management (CTM) as our new travel agency. Look for future communications
announcing Emory Travel enhancements etc. on Emory travel webpage.
43
What recommendations do
you have for those of us
who receive a limited
budget for professional
development travel to make
the most of the allocated
funding that we receive?
At one point, our Travel Service provider, following Emory’s guidance, presented all airfare rates to the travel booker
including rates that had restrictions attached. Often, the traveler wasn’t aware of the restriction because they tend to be
listed in the fine print that many people frankly don’t read.
The implication was that travels selecting an itinerary solely on price may not have seat assignments, may be forced to check
bags due to last minute boarding, may not have seat assignments, may be bumped from flights, or may have flights cancelled
with very few alternatives.
To address this, Emory asked its Travel Service provider to suppress these fares.
Currently, CTM is listing these fares along with the restriction notifications. This should allow the travel booker to make an
informed decision about which itinerary to purchase.
Another way to save some money is by using the on-line booking tool rather than agent assisted booking.
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TRAVEL POLICY FREQUENTLY ASKED QUESTIONS – OCTOBER 2019
44 Corporate Travel
Management rates are
often double what some
of my faculty members
can find on their own. Is
CTM willing to offer better
rates?
This is most likely related to the fare restrictions imposed on the no-frills class of airline tickets and the inability to see discount
hotel rates when using the Travel Service provider.
In the past, our Travel Service provider, following Emory’s guidance, presented all airfare rates to the travel booker including
rates that had restrictions attached. The traveler was able to see the fare but not select the fare for purchase. Often times the
travel wasn’t aware of the restriction because they tend to be listed in the fine print that many people frankly don’t read.
The implication was that travels selecting an itinerary solely on price may not have seat assignments, have fares that may not be
refundable, may be forced to check bags due to last minute boarding, may be bumped from flights, or may have flights cancelled
with very few alternatives.
To address this, Emory asked its Travel Service provider to suppress these fares.
In the future, the new Travel Service provider will list these fares along with the restrictions associated with the fares and
discounted hotel rates. This should allow the travel booker to make an informed decision about which itinerary to purchase.
Once the new Travel Service provider and travel booking tool are implemented, if this continues to happen, we ask that you bring
it to our attention to investigate.