Cornell Travel Services - Frequently Asked Questions
(revised June 2008)

About Travel Reservations, Changes to Itineraries, and Customer Service

1. Why did Cornell implement a service migration to an outside vendor?

The travel industry has undergone dramatic changes in recent years that have made it economically challenging to operate travel agencies. In order to provide quality travel booking and support services for Cornell travelers without incurring high administrative costs, the university sought an outside partner.

2. Why did Cornell choose American Express?

American Express was already a current strategic partner and vendor. It was most logical to leverage the existing relationship since this migration would require the least amount of infrastructural and procedural change. For example: the continued use of American Express online as the booking platform; the continued use of the direct billing option and access to Cornell traveler profiles. In addition American Express has the capacity and experience to be able to provide industry best in class service levels and their rates are competitive with the rest of the marketplace.

3. Is Cornell using a new online booking tool?

Yes. In June 2008 Cornell is switching from the online tool that had been in place since April 2007 (American Express Online, also called Cliqbook), to an American Express service with more features called (AXIOM(r))

4. What number should I call to get a travel agent?

There is a new toll-free number: 1-888-656-0432. This number is supported 24/7 and is the same number to use for after-hours emergencies. The local number from the Cornell Travel Office (607-255-4284) will route to the 888 number for a short time and will then be taken out of service.

5. Will the travel agents at American Express recognize me as a Cornell customer?

Yes, all Cornell callers will be identified as such when they enter their phone numbers on the prompt. If the traveler does not enter a phone number, the travel agent will ask for more information to establish the Cornell relationship.

6. Will the Travel Office be supporting any travel requests during this time?

The Travel Office is closing by the end of June 2008. Staff from the Office of Supply Management Services and Cornell Business Services are assisting with the transition and orienting users to the new processes. With any questions about reservations contact American Express. With any questions about direct billing, contact your Business Service Center.

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7. What should I do if I need help after business hours?

You can call the same number. Please be aware that after hours, the response time to phone calls may be a few seconds longer.

8. Who should I contact if I have concerns about the customer service?

Please go to http://mantis.dfa.cornell.edu to report an issue via our online problem reporting tool.

9. How will changes to itineraries be handled on an agent assisted booking? Will I need to call the same number? What if I get a different travel agent?

You will call the same number for all booking related questions, whether it is for initial booking or changes of any kind. Since the phone call goes to a "bank" of travel agents, you may get a different agent on the phone, but they will be able to pull up your record and help you with it.

10. How will this change impact the timeliness of the booking and the authorization process?

The booking time should not be impacted by this change. For air travel paid by direct bill, the ticket will not be issued until after an account administrator at Cornell enters the complete account code. This process uses an email notification to account administrators similar to the previous e-req process. If you have not received a "travel authorization approved" email within approximately four business hours, there may have been a problem with the account number you entered, or with action at the department level. Contact your Business Service Center for assistance. If you pay by credit card, the ticket will be issued immediately.

11. What are the ticketing charges? What about changes to ticketing? Addition of hotel or car?

$5 for ticket booked online without any agent assistance
$20 agent assisted (by telephone)
No charges for addition of hotel or car on existing booking.
Charges apply per reservation record reviewed.

12. Will we still get the discounted rates from US Air and Northwest as well as other travel partners?

Yes

13. I need to be trained on the AXIOM Online Tool. Is there any training available?

An online tutorial and several guides are linked from the home page of this site; select "Learn about AXIOM." Within AXIOM, see information about free live webinars they offer several times a week

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About Paying by Direct Billing or Credit card

14. Can I still do direct billing for my travel expenses with this service?

Yes, you can continue to direct bill your airfare to department account numbers as before. Car rentals can no longer be direct billed, since the transaction is not completed until your return the car.

15. What is the process if I want to direct bill my travel?

You will need to know the first 3-digits or 7-digits of your account code and provide these when making a reservation. This is the way your reservation will be linked to the appropriate person who will finalize the accounting process so that your tickets can be issued promptly. There is a software product called Pre-Trip Accounting, or PTA -- which is separate from AXIOM (the online booking tool) -- that will send email to your department's designated account administrator alerting them that there is a trip requisition to complete. You will receive a copy of this email. The account administrator will link from the email to a web site where they will enter the complete account code for your airfare. The trip will be confirmed and an electronic ticket will be issued. You will receive an email advising you of such. IMPORTANT: If you don't receive email indicating your ticket was issued, there may have been a gap in the database linking your reservation to the appropriate account administrators at Cornell. You will need to contact your Business Service Center for assistance. (Note: American Express's Pre-Trip Accounting emails use language about "authorizers" and "approvals," but at Cornell this process is used just to complete the accounting information, not to approve the travel.)

16. Can I direct bill my hotel charges and rental car?

No. Cornell policy does not allow for direct billing of hotel charges.

17. Can I charge my credit card for travel?

Yes. You can continue to use your credit card to make all aspects of your travel reservation. If you do, the agent can issue the ticket immediately.

Miscellaneous

18. How should I make reservations for the Campus to Campus bus between Ithaca and New York City?

The process remains the same, and is handled through Transportation and Mail Services. Visit the online information at http://www.c2cbus.com or telephone 607-255- 4628.

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