Before users can book on the platform, they are required to first activate their account and complete their traveler profile. Failure to do so results in an error during the booking process.

Encourage users to ensure that the name on their traveler profile matches exactly as it appears on their government-issued photo ID, passport, TSA PreCheck, and loyalty programs.

For reporting accuracy and adherence to your organization’s travel policy, users must book travel using the platform. However, users can continue earning loyalty points (Figure 1) even while traveling for business as long as they book a loyalty-eligible flight or hotel. You may want to inform users of the following details regarding loyalty programs and program interaction with the platform:

On most US airlines, passengers with elite status who have booked an economy class fare ticket receive complimentary access to more desirable seats, including preferred rows at the front of the plane or exit row seats.

However, if users do not have eligible status, the airline may cancel their preferred seat selections without prior notice.

We offer both prepay and pay-at-hotel rates for hotel bookings.

Some hotel room options include a "Hotel Loyalty Points" tag on the room details (see Figure 1) indicating that a user can add their loyalty membership number to the reservation. However, it is important to note that the majority of prepaid contract room rates do not qualify for the rewards program.

Users can cancel any flight reservation and modify reservations for select airlines in the web and mobile app. Visit the flight modifications frequently asked questions page for more information on flight cancelation and modification.

Airline rules and policies can vary. For further assistance or clarification, users can contact our travel support team by:

For flight reservations requiring approval, the booking process is not complete until an admin approves the booking request, which will issue the tickets. Once tickets are issued, the fare and preassigned seats are guaranteed. Additionally, airlines retain the right to cancel or modify preassigned seat selections without prior notice. If a user’s preassigned seat selection is canceled and they need assistance, they can contact our travel support team by chat within the app, email at reservations@travelbank.com, or phone at 866-682-8785.

Managers should approve requests as soon as possible, as airline inventory can fluctuate without prior notice. Failure to promptly approve a request may result in an error and require the user to rebook the reservation and resubmit the request.

Streamlines the process of reviewing and addressing concerns by:

Allows you to serve as an escalation point rather than a starting point in assisting users

Empowers users to resolve issues efficiently while optimizing your time and resources (for example, by mitigating the influx of emails and calls to you)

Fosters a culture of transparency and continuous improvement

Centralized email address: Create a dedicated email address where employees can send their feedback. You can then regularly review and respond to these emails.

Support ticket routing: Implement a support ticketing system where feedback submissions automatically generate tickets for you to address. This ensures that feedback is tracked and managed efficiently.

Online form: Set up an easy-to-use online form on the company's intranet or website where employees can submit feedback. This form should include fields for capturing relevant details and categorizing feedback for streamlined review.

Flight cancellations can present challenges, particularly due to the timing and lack of advance notice provided. When an airline notifies us of a flight cancellation, we promptly inform travelers through email. However, our ability to relay this information hinges on the airline's notification, which may not always be as timely as travelers desire. Airlines also directly communicate with travelers, similar to how travelers receive notifications when traveling personally.

In cases where an airline cancels a flight within two hours of the flight’s departure or when the traveler is already at the airport, it's often most effective for the traveler to liaise directly with the airline agent on-site. For last-minute cancellations, we recommend that travelers engage with the airline directly, as airlines typically extend their support services to all affected travelers, regardless of booking channel. Nonetheless, travelers can still contact agents for assistance, as we may be able to expedite support. You can reach us by chat in the app, email at reservations@travelbank.com, or phone at 866-682-8785.

If you’ve purchased group travel service, a dedicated group travel support team will monitor flight cancellations and weather delays throughout the event date. They will be on standby, ready to assist.

We strongly encourage all users, including admins and managers, to activate their profiles as soon as possible. If a user attempts to book a trip and their manager has not yet activated the manager’s account and completed their profile, the approval request will be routed to an admin instead. All users need to have their accounts activated to ensure seamless processing of travel requests. This practice aligns with standard procedures.

Your platform subscription includes access to the dedicated travel support team who are available 24/7 to assist users. We encourage all users to continue working closely with the travel support team for any travel-related assistance. While reaching out to internal admin teams might be a natural habit for users, it's important that you emphasize to users the role of the dedicated support team, especially while implementing the travel platform. You and your internal admin teams may become overwhelmed during the transition to the platform, as it is a new platform for you as well. By leveraging the expertise of the travel support team, you can promote a smoother transition to using the platform and get more efficient assistance for all users.

Our travel agents are thoroughly trained to assist end users efficiently and prioritize their travel needs based on urgency. Urgent matters, specifically those concerning travelers en route or on the day of travel, are categorized as the highest priorities. In these scenarios, a live agent begins communication with the user within minutes. In addition, we adhere to a service level agreement (SLA) that guarantees consistent response times.

Chat within the app.

Email reservations@travelbank.com.

Call (866) 682-8785.