Frequently Asked Questions

1. What is the travel policy change mandated by Management Memo (MM) #14-03? (Applies to Executive Branch agencies only)

MM #14-03 (released March 6, 2014) announced a travel policy change for all State of California executive branch departments/agencies requiring the use of Concur Travel and/or CalTravelStore for all air, rail, car rental and hotel reservations. For those state agencies that are not presently using the STP, please contact the Statewide Travel Program at (916) 376-3974.

2. What is the travel policy change mandated by Management Memo (MM) #21-07? (Applies to Executive Branch agencies only)

MM #21-07 (effective August 1, 2021) updates the State Administrative Manual (SAM) to reflect new airfare reservation requirements for executive branch agencies and its employees. Executive branch agencies must follow airfare purchasing and use requirements which ensure that state employees traveling by air on official business are using the most economical fares possible.

State employees shall reserve, where available, airfares that are nonrefundable, and shall, where operationally feasible, reserve their domestic airfare(s) at least seven days prior to their anticipated travel date(s) and at least 30 days prior to their anticipated travel date(s) for international travel.

Additionally, when traveling internationally, state employees shall choose the most economical airfare that meets their business needs.

State agencies will be responsible for tracking and ensuring compliance with the airfare purchasing requirements, as well as with tracking and managing any unused ticket credits. State agencies that fail to substantially adhere to the airfare purchasing policies over a six-month period, may be required to submit a corrective action plan to Department of General Services.

3. As a nonexecutive or nonstate government entity, our department would like to access the state’s discounted rates. What is the process?

To access the state’s discounted rates, a government entity must make all travel arrangements through the Department of General Services STP. The STP staff will provide assistance with the enrollment process. To begin the process, please fill out our intake form or go to https://cadgs.force.com/s/stpleads to fill out the form.

4. What is the difference between the use of the Travel Management Services (TMS) provider versus Concur Travel?

The TMS provider is the travel agency the State of California has contracted with to provide business travel-related services. It is the state’s only authorized travel agency. Concur Travel is the online self-booking tool provided by the TMS provider to the State of California. Concur Travel is used by travelers to book their business travel online.

1. What are the lodging reimbursement rates, and where can they be found?

Lodging reimbursement rates are owned and managed by CalHR. Please reach out to CalHR at travelmanager@calhr.ca.gov for questions about lodging rates and reimbursements.

2. What can be done to increase the lodging reimbursement rates?

Please contact CalHR in writing at travelmanager@calhr.ca.gov.

3. How do I differentiate between the different government rates in Concur?

The “Government” and “Military” rates are federal only rates. Each requires either a federal employee ID, or proof that you are active military. Before booking this rate, you must contact the property to get approval for state employee use. If you book the rate without getting hotel approval first, you may be subject to a rate increase at the time of check in. Hotels have final discretion over these rates, not the Statewide Travel Program, as these rates are a contract between the hotel and the federal government.

4. Is a credit card needed to reserve a reservation?

If your agency utilizes the Virtual Card program (VCN), a credit card is not needed for securing your reservation, but a credit card is due at check-in for incidental charges. If your agency does not utilize the VCN (which covers room, tax, parking, and resort fees), then it is necessary to use a credit card to secure your reservation. This is a standard of the hotel industry, and not simply a function of Concur.

5. What hotel charges are covered by the VCN?

Charges covered by the VCN are the nightly rate, taxes, resort fees and self-parking. For reimbursement questions, contact CalHR at travelmanager@calhr.ca.gov.

6. Can a debit card be used to secure a room reservation?

While a debit card will work to secure a reservation or for an incidental hold, it is not recommended because the opportunity for fraud is higher with a debit card. Additionally, if using a debit card, the hotel places a hold on the cardholder’s bank account for either the full amount of the stay, or the full amount of the incidentals; thereby limiting/freezing the funds available in the cardholder’s account. This hold will stay on the card for up to 5-10 business days, depending on the banking institution, potentially causing financial hardships.

7. What options are there if a traveler doesn’t have a personal credit card and their agency doesn’t participate in the VCN?

• Use a prepaid credit card.
• Reach out to your internal travel coordinator(s) to get information on applying for a travel advance.

8. What if a hotel offers a lower rate outside of Concur?

In situations where hotels offer lower rates outside of Concur, agency travel coordinator(s) should encourage the traveler to find a comparable property that lists a lower rate in Concur.

If no alternative lodging options are available:

• If travel is more than 14 days out, the traveler should provide their travel information (property information, dates of stay, etc.) to their agency’s travel coordinator(s). The travel coordinator(s) should send that information to the STP lodging liaison at Katy.Harlow@dgs.ca.gov. This will allow STP the opportunity to contact the property and rectify the situation prior to booking.
• If travel is less than 14 days out, the traveler must book their reservation at the higher rate through Concur. They must then reach out to the property and ask them to lower the Concur rate to match that of the state rate. If the property agrees to lower the rate, the traveler must request an email that confirms this rate change. The traveler is encouraged to bring a copy of this email with them when they check into the hotel. If the property does not agree to lower the rate, then the traveler may need to utilize the Excess Lodging Rate Request process. Contact travelmanager@calhr.ca.gov for more information about the Excess Lodging Rate Request process.

9. What if a hotel cannot be found at the published state/CalHR rates?

If adequate lodging cannot be found at or below the maximum rates published by CalHR, the traveler may need to utilize the Excess Lodging Rate Request process, which is owned and managed by CalHR. For information about this process and its requirements, contact CalHR at travelmanager@calhr.ca.gov.

10. When is it okay to book a hotel outside of Concur?

Travelers must reach out to their travel coordinator(s) to receive permission to book outside of Concur. The traveler will need to be prepared with a business justification for booking outside of Concur. If you do not know who your travel coordinator is, please reach out to StatewideTravelProgram@dgs.ca.gov.

11. What if the property I need is not listed in Concur?

If a needed property is not available in Concur, travelers should look for a comparable property that is listed in Concur and in compliance with CalHR rates. If no hotels are available, contact your travel coordinator(s).

12. Why would a property not be available in Concur?

1. The property may have chosen not to take part in the Global Distribution System, GDS, (an online repository from where Concur and other online booking tools utilize available inventory).
   
2. The property has been blocked for state use either due to health and safety concerns, or upon request.
3. The property is closed for renovations, or some other reason. When a property is closed for any length of time and won’t be taking any reservations, hotel information is removed from the GDS until the hotel is ready to reopen.

1. Why do I keep receiving an error message when trying to log into the Travel Payment Services (TPS) reporting portal, but I was able to log in before? 

The program administrator’s profile may have become deactivated due to inactivity.  If your department has another program administrator with the same level of access (or higher), they can assist by accessing the online reporting portal and reactivating the user profile.  The Statewide Travel Program analysts can also provide assistance. Send an email to StatewideTravelProgram@dgs.ca.gov or call (916) 376-3974.

2. Why does my statement list transactions (activity), but shows a zero dollar amount due?

Two statements are issued for each billing cycle.  One is a card statement that lists all charge transactions.  For security purposes, this statement does not show the full account number on the statement.  Because payments are not processed to this statement, an amount due is not referenced.

The second statement is for the billing account which lists all payment and credit transactions occurring in the cycle.  The full billing account number is provided at the top of the statement.  And since this account accepts payments, the full amount due is referenced.  For reconciliation purposes, the billing account statement also lists the card transactions on supplemental statement pages.

3. What is a CTA?

Central Travel Account.  This is a direct-bill charge account issued in a department’s name and used in their Concur site to charge business travel (air, car, rail, travel agency fees) or on file with CalTravelStore for agent-assisted reservations.

4. What is a ghost card?

A ghost card is a charge account, minus the plastic card.  The Central Travel Accounts (CTAs – see question 3) are ghost cards.

5. Who is the travel coordinator for our department?  Does our department have a travel coordinator?

STP maintains a departmental travel contact list which includes travel coordinators, managers, and accounting contacts compiled from information provided by the departments.  You can contact StatewideTravelProgram@dgs.ca.gov to request your department’s travel coordinator information or submit updated departmental contact information. 

6. I am a frequent traveler.  How do I apply for an Individual Business Travel (IBT) Government Card?

Contact your department’s travel coordinator and request access to the IBT online application.  STP can provide the program administrator with a cardholder user guide, passcode setting instructions, and an information template for the applicant(s).

8. Can there be more than one program administrator or person who receives statements for our department?

Each department may have multiple program administrators set up. 

If you manage card programs other than the CTA program, i.e., MTG card program, IBT program, and/or VCN program, you will need to access each account individually to download the billing account statement.

9. Can I dispute transactions online through the TPS online portal?

You can initiate disputes for either recent or billed transactions in through the TPS online portal if the transaction meets the requirements. A disputed transaction must be submitted within 60 days of the statement date on which the transaction appears.  Multiple transactions are not allowed to be disputed at the same time online; only one dispute per card account is allowed at a time.  You may be required to fax or mail additional information based on the dispute reason selected. 

1. How can I report misuse of the Statewide Travel Program or travel & expense fraud?

Honest stewards keep us efficient, effective and fraud free. Anyone may report abuse of the Statewide Travel Program to stpaudits@dgs.ca.gov.  All reports will be treated with discretion and the names of reporting parties will be kept confidential.  Reporting parties may lodge their report through a disposable (fake) email account.  Alternatively, you may report fraud directly to the law enforcement agency that has jurisdiction over the department where the misuse is occurring.  You may also report your concerns to the California State Auditor.

2. How can my department prevent fraud and misuse from occurring in the Statewide Travel Program?

Just as there never can be an all-encompassing list of potential fraud schemes or ways to abuse state business travel, there is also no such thing as a foolproof system for preventing fraud. However, in nearly every instance of abuse we have come across, a lack of good internal controls was to blame for the misuse.  Implementing internal controls and applying some basic best practices will help your department significantly reduce its risk exposure. When you have effective internal controls in place, you essentially help remove opportunity for abuse to occur, and you minimize your agency’s susceptibility to fraud.

Does your agency have these in place?

• Proper “Tone at the Top”
• Code of Conduct/Code of Ethics
• Department Travel Policy
• Anti-Fraud Policy
• Internal Audits
• Mandatory pre-travel management review and approval of travel
• Mandatory post-travel management review and approval of all travel and travel & expense claims
• Management certification of financial statements
• Travel & Expense Fraud Awareness Training
• Employee tip line for reporting fraud and abuse
• Ongoing audits of travel spend
• Ongoing review and update of department’s travel policy
• A knowledgeable Travel Coordinator who is accessible to employees and managers
• A training program for business travelers   

If you do not have these internal controls in place, we urge you to begin working with your Administration to establish them. This will likely require an “all-hands-on-deck” approach from your department’s upper management, human resources, counsel, accounting, head of internal audits, etc.

1. Where would I find the name of my department’s travel coordinator?

Contact your Accounting Office or the Statewide Travel Program at (916) 376-3974 or at StatewideTravelProgram@dgs.ca.gov.

2. Why should I use Concur Travel instead of just calling an agent directly?

Concur Travel is the least costly way to book travel. Concur Travel is fast, economical, and convenient. It is available 24/7. When searching for flights, hotels, and cars, Concur Travel is linked to all State of California contract discounts, and Concur Travel provides a record of all travel plans you’ve made. 

3. Can Concur Travel be used for personal use?
No, the Concur Travel online booking tool can only be used for business-related travel.

4. What are the business hours for the contracted travel agency?

Concur Travel is available 24 hours a day, seven days a week. The normal business hours for the TMS provider are from 7 a.m. to 7 p.m., Monday through Friday, while still providing full-service after-hours services outside of normal business hours. You can reach the after-hours service for urgent travel needs by calling the main line (877-454-8785) and following the prompts. There is an additional fee for this service.

5. Will this system tie into State Controller’s Office CalATERS (the California Automated Travel Expense Reimbursement System)? (Applies to Executive Branch agencies only)

No, not at this time.

6. For out-of-state travel (OST), do I have to enter the OST authorization number?

No, however, prior approval is still required.

1. As a STP participant, how do I access Concur Travel?

Contact your department travel coordinator for access to Concur Travel. Your travel coordinator will provide you with a Concur Travel registration link or set up an account on your behalf. 

2. My user name is my government email but what is the password?

You will create your own password once your Concur account has been created.

3. What should I do the first time I log into Concur Travel?

Please navigate to the STP website to review documents and videos to assist with utilizing Concur. The first time you log into Concur Travel, you should complete your profile. Before you use Concur Travel to reserve travel, click the “Profile” link and then “Profile Settings” to review and update your profile. You must save your profile and complete all required fields before you first attempt to book a trip in Concur Travel. If you are a travel arranger, select the profile that you want to edit from the “acting on behalf of another user” list and then select “Apply.”

4. What are the required fields on the profile page?

The fields required on the profile page are:

a. Your full name matching your picture identification

b. Contact telephone numbers

c. Email address

d. TSA information

e. Optional fields include travel preferences such as frequent flier information and seating preferences

5. What if I do not book my own travel?

In Concur, you can select an assistant or arranger to reserve your travel. On the “Profile” tab, click “Profile Settings” and go to the “Assistants and Travel Arrangers” section. Click “Add an Assistant” to add the person who you would like to authorize to reserve your travel. This person can now update your profile and also make travel arrangements for you. If you do not see your travel arranger in the list of people to select from, that individual might not have access to Concur Travel. To add your arranger to the list, send a request to your travel coordinator.

6. How many primary assistants can I have?

You may only have one primary assistant but may assign multiple people to the feature: “Can book travel for me.” Only the primary arranger will get a copy of the travel itinerary. If you always want someone to receive a copy of your travel itinerary, i.e., supervisor, personal assistant, colleague, etc., add the email to the ‘Email Addresses’ section in the Concur profile. Email addresses in a Concur profile that are marked “Yes” in the Contact section will receive Concur travel notifications.

7. Can one travel arranger set-up travel for all travelers?

Yes. Before travel can be arranged, the traveler will need to assign the arranger or assistant in their Concur profile, giving them permission to perform travel functions on the traveler’s behalf. Once this occurs, then the travel arranger can book travel on behalf of another user by selecting their name in the Profile section.

8. Is my information entered in the travel profile shared with anyone?

Only you as the traveler and the travel arranger have access to the profile information. The travel arranger does not have access to your personal credit card information.

9. We have commissioners who travel three to four times per year. They do not have state emails. Do you recommend that they be designated as a guest?

They should set up a profile. Contact your travel coordinator to provide Concur Travel access. A profile can be set up with a nonstate email address through STP and your Travel Coordinator.

10. For travelers who travel only once, is there a different setup?

Can anyone arrange travel for these types of travelers? Travel arrangers can be set up to book one-time travelers or guests. Contact your travel coordinator for guest booking privileges.

11. I arrange my supervisor’s travel. Should he or she have their own password?

Yes, you and your supervisor must each have a traveler profile with separate passwords. Your supervisor should assign you as a travel arranger via his or her profile.

12. Can I book travel for guests, volunteers, and other non-state employees?

Travel reservations for a “guest” (volunteers, board and commission members, consultants, and attendants to people with disabilities) may ONLY be booked without a Concur Travel profile if the “guest” will travel once on behalf of the agency/department, and never again. If you have a “guest” traveler that meets the criteria, contact your internal Travel Coordinator(s) about booking for a guest. The ability to do so is role/permission-based and strictly controlled.

Anyone who is expected to travel more than once on behalf of any agency/department MUST have a Concur Travel profile.

13. Do I as the travel arranger need to input the traveler’s credit card number?

No, the traveler will input their credit card number when they complete their profile.

14. Who should I contact for assistance with navigating Concur Travel?

Contact the Statewide Travel Program at StatewideTravelProgram@dgs.ca.gov or (916) 376- 3974 for Concur system navigational assistance.

General

1. I frequently travel to the same destination, stay in the same hotel and rent the same car. Is there an easy way to book this trip?

Yes, you can create a template for any trip. Go to your trip library, select the trip, and, under the “I want to…” section, select “Create Template”.

2. What procedure should I use if I have two or more travelers going to the same destination?

Concur Travel will allow you to clone a reservation. When the first booking is made, you will be able to clone the reservation via the “Upcoming Trips” tab as one of the trip actions. After selecting the trip action to clone, you will then pull over the next traveler’s profile so that all frequent guest numbers and credit cards are captured and then add any additional cars or hotels before submitted to purchase. You must be an assigned travel arranger to clone trips.

3. What is the difference between Hold Trip and Purchase Now?

Purchase Now will purchase and ticket your flight as well as confirm car and hotel reservations. Hold Trip will save your itinerary and confirm the car and hotel but does not ticket your flight. You can come back later to purchase the flight. In order to prevent a hotel no-show charge, you will want to cancel a reserved itinerary if you are not going to use it. Also, airfare is subject to change until ticketed, so the fare could change until you purchase the ticket or the seat may no longer be available.

4. What does the "most preferred" language represent when viewing air, hotel, and car options?

The "most preferred" language represents a contracted vendor for the State of California or a California green-certified hotel.

5. Is it possible to book a GPS via Concur Travel?

No, the rental of a GPS tracking device is not an allowable expense; and it is not possible to book via Concur Travel.

6. When I make a travel reservation via Concur Travel, I receive many types of itinerary notification emails. Is there a way to adjust the types of notification emails I receive?

Yes, there are several email settings within the Concur “Profile Settings” link that can be adjusted by unchecking the notifications, i.e., “confirmation”, “trip on hold”, “ticketed travel reminder”, “let me know when one of my requests is approved or denied”, etc. Your travel arranger will still receive these emails unless they uncheck them in their profile as well. You will still receive the “official” PDF email from the CA Department of General Services showing your itinerary/invoice for submittal with your expense report. To uncheck the several types of email notifications, follow these steps: * Login to Concur * Click on your Profile> Profile Settings>System Settings * Go to “Email Notifications” * Uncheck the notifications you no longer want to receive.

Flight

1. Since Southwest unused ticket credits never expire, why am I receiving emails that my credit is expiring?

The credit “expiry” date is when the credit will drop out of the traveler’s Concur Travel account. For this reason and to ensure visibility of state funds, travelers MUST use these credits within 12 months.

2. I have a Southwest unused ticket credit that has expired. Can I still use that credit to pay for a future business flight?

Yes. The named traveler must call the travel agency and provide the full name, expired unused ticket credit number, and Passenger Name Record (PNR). The travel agency will apply the value of the credit to the future business flight for the named traveler.

3. If an employee does not have a Southwest - Rapid Rewards® account linked to their Concur account, what happens to the unused ticket credit after the “expiry” date?

The unused ticket credit is still active and usable even if the traveler does not have a Rapid Rewards® account. The unused ticket credit is stored in the PNR, or the 6-digit confirmation number that comes with every reservation.

4. What if I have no further plans to travel and cannot use my flight credit?

Travelers MUST notify agency Travel Coordinators immediately when this is known. Travel Coordinators will work with STP and the travel agency to determine alternate options for credit handling.

5. Can I use my ticket credits to book personal travel?

NO. Ticket credits resulting from canceled business flights are still considered taxpayer/public funds and must be used for future business travel.

6. I travel once a year or less – am I allowed to book a refundable flight?

Yes, employees who travel once a year or less should be booking a refundable flight. If the flight is canceled, the ticket is credited back to the agency, thereby eliminating the need to track a ticket credit that will never be used.

7. Do state agencies have to always book non-refundable flights? (Applies to Executive Branch agencies only)

DGS Management Memo 21-07 (effective August 1, 2021) updates the State Administrative Manual (SAM) to reflect new airfare reservation requirements for executive branch agencies and their employees. Executive branch agencies must follow airfare purchasing and use requirements which ensure that state employees traveling by air on official business are using the most economical fares possible.

State employees shall reserve, where available, non-refundable airfares, and shall, where operationally feasible, reserve their domestic airfare(s) at least seven days prior to their anticipated travel date(s) and at least 30 days prior to their anticipated travel date(s) for international travel. Additionally, when traveling internationally, state employees shall choose the most economical airfare that meets their business needs.

8. Why must I select a reason code or justification for booking flights in Concur or with a CalTravelStore Travel Agent? (Applies to Executive Branch agencies only)

Pursuant to SAM Section 4117.1, DGS will monitor each executive branch agency’s use of airfares to ensure that the agency, and its employees, comply with the airfare purchasing requirements. DGS will provide each executive branch agency’s Deputy Director of Administration (or equivalent) with semi-annual exception reports that will identify airfares reserved and associated excess airfare costs incurred (along with the corresponding reason code justifications) as a result of airfare bookings that do not conform to the travel policies.

9. Can you check “price and schedule” when searching for flights?

In the initial search, you must select either price or schedule. STP recommends searching by price. Once your results are provided, you can use the tabs to search by price or schedule.

10. How can I see the flights I have already booked?

Go to the Trip Library to view a list of your itineraries. You can search for a specific itinerary by entering keywords and a date range. Click the Actions button to View the itinerary, Email the itinerary, View Request, Create a Template, Change or Cancel the trip.

11. Who should I contact if I feel I am not receiving the lowest fare available via Concur?

Certain factors can affect the pricing of airline tickets. These factors can include any of the following: search criteria, availability, or time of booking. Contact the travel agency at (877) 454-8785, if you need assistance confirming the lowest fare.

12. Can we print boarding passes through Concur Travel or do we have to go through the airlines?

Boarding passes are provided via the airlines. Airline check-in links are provided at caltravel.ciazumano.com, under “Helpful Travel Links.”

Hotel

1. Can we load multiple credit cards for hotels in our profile?

Yes.

2. When I enter my credit card number to make a hotel reservation, will anyone see that number?

No one has access to your number. The credit card number is encrypted and only the last four digits are visible. The credit card information stored in Concur Travel is protected by the same state-of-the-art encryption and security used by most major financial institutions. It’s safe, secure and effective.  

3. Why are some hotels in Concur Travel more expensive than on their hotel websites?

This depends on what rates the hotels load on the Global Distribution System (GDS) which is accessed via Concur Travel. If your travelers have a relationship with specific hotels that offer them lower rates, forward the hotels’ information to the STP staff. The staff will contact the hotels to discuss options regarding loading the state rates into the GDS which will also be visible to all travelers.

4. What do I do if the conference I am attending has a special conference or hotel rate?

You should follow the conference instructions and book the hotel separately from Concur Travel. However, please keep in mind you must adhere to all CalHR policies regarding the maximum lodging amounts. A cost comparison is recommended to ensure compliance.

5. Will there be a way to select a lodging establishment that is not available in Concur Travel?

Unless covered by a specific exemption (health and safety), all hotel rooms must be booked through CalTravelStore or the online booking tool, Concur Travel.

6. With the Management Memo #14-03 mandate, will the State Controller’s Office deny reimbursement if the hotel bookings are not done through the authorized channel? (Applies to Executive Branch agencies only)

No, there is no impact to reimbursement. A hotel workgroup has been formed by DGS to address hotel booking policy, compliance and communication. Prior to any change in reimbursement rules, new processes will be vetted and approved by all major control agencies, and official notice provided to the 21 California Bargaining Units.

Hotel – Virtual Card Program (Only applicable to agencies that have implemented the Virtual Card Program)

1. What are Virtual Card Numbers (VCN)/Accounts?

VCN’s are a 16-digit card number issued under the terms of our TPS contract that is used to pay for hotel room and tax charges. Just like a traditional credit card number, but without the physical card, VCN’s are transaction specific. VCN’s are authorized for a specified transaction amount (typically room and tax), a specific merchant, and a range of dates. The unique number is generated digitally during the reservation process and passed to the hotel through a virtual process, issuing a credit card authorization form via fax or email to the hotel. This "alias" number is indistinguishable from an ordinary credit card number and once the transaction is complete, the VCN is inactive for new charges.

2. When should I use a VCN?

When you find a hotel at the state government lodging reimbursement rate or when you find a hotel at a higher rate but has been approved in advance (state employees must have an approved STD 255C).

3. When shouldn’t I use a VCN?

When you book your hotel at a higher rate, without advanced approval and plan to pay the difference out of pocket; you are attending a conference with a room block that requires you to book directly with the hotel, or you booked your hotel out of policy and not through the approved channels.

4. How do I make a reservation using a VCN?

Make your hotel reservation using Concur Travel or by calling the state's travel agency and speaking with one of the travel agents.  If you book using Concur Travel, you will be presented with a drop-down menu to select the form of payment. Select Virtual Payment and continue your booking on Concur Travel as you would normally.

If you are calling to book with a travel agent, let the agent know you would like the hotel to be virtually paid.

5. Is there a mobile app for using VCN?

Yes, there is a mobile application you can use to help make this new payment process easier. The application is called ConfermaPay and is available for most smartphones.  ConfermaPay will allow you to manage the VCN process for your hotel reservations. It will show the unique 16-digit credit card number in the mobile app 24 hours prior to check-in and 24 hours after check-out (in the event you need to provide this card number to the front desk). Additionally, ConfermaPay allows you to refax the credit card authorization form if needed, and the ability to upload your hotel folio/invoice after check-out, which transmits to a reporting system for accounting to reconcile the monthly Citibank statement.

6. What do I do when I check into the hotel?

Upon check-in, the hotel front desk should indicate that the hotel room/tax has already been authorized and paid. If the front desk does not have the credit card authorization form on file, open the ConfermaPay app and resend the credit card authorization form. For travelers who choose not to use the ConfermaPay app, call the state's travel agency at (877) 454-8785 for assistance.

Travelers are still required to present a personal credit card upon check-in for incidentals.

7. What if the hotel does not have record of the VCN?

If the hotel does not have record of the VCN, you have 3 options:

Option 1 - Launch the ConfermaPay app and follow the steps to refax the credit card authorization form to the hotel.

Option 2 - For those travelers without a smartphone or the ConfermaPay app, call the travel agency at (877) 454-8785 and speak with an agent.  For after-hours, please call the regular toll-free number and follow the prompts to speak with an agent. The agent will refax the credit card authorization form to the hotel.

Option 3 – Use your personal credit card to pay for the hotel and submit as usual for reimbursement via the Travel Expense Claim process. 

Please report any issues to the Statewide Travel Program upon your return to the office at StatewideTravelProgram@dgs.ca.gov. 

8. What do I do when I check out of the hotel?

Do not use express check-out or accept the folio that is delivered under your door. Make sure to allow enough time to check-out in person at the front desk and double-check the last 4 digits of the credit card the hotel charged the room and tax to, to ensure it wasn’t the same card you provided upon check-in for your incidentals. If the hotel has charged the wrong card, please ask them to correct it and charge the room and tax to the VCN and any other incidental charges to your personal credit card. Please request 2 folios, one for the VCN paid room and tax, and one for any personal/incidental expenses charged to your personal credit card.

9. What if I have to change or cancel my VCN reservation?

Changes and cancellations can be made to existing hotel reservations in Concur Travel or by calling 877-454-8785. If a change is made to the check-in/check-out dates, room rate, etc., the booking is updated and sent to Conferma using the same virtual credit card. If a change is made to the hotel supplier, the existing virtual card is cancelled and a new one is generated for the new hotel supplier, since the virtual card is supplier specific. If canceling the reservation, please retain the cancellation number for reference.

10. Who do I contact if I have issues with the ConfermaPay mobile app?

If you have issues with the ConfermaPay mobile app, email support@conferma.zendesk.com and a Conferma representative will assist you within 24-48 hours.

11. Who do I contact if I have questions about VCN or want to enroll my agency into the VCN Program?

Contact your department travel coordinator for more information about VCN, or email StatewideTravelProgram@dgs.ca.gov to enroll your agency.

1. How do I make cancellations?

Cancellations can be made via the Upcoming Trips or Trip Library tabs on Concur Travel. You can also call (877) 454-8785 to make cancellations. Note: Cancelling a Southwest reservation on Concur when you have already checked in for your flight will generate a cancellation message but will not cancel the reservation in Southwest’s system. It appears that it is canceled but it is only canceled on Concur, not directly with Southwest. Please contact the state's travel agency to assist you with the cancellation in this scenario. If a flight that an employee reserved a seat on is not canceled within 10 minutes of departure, it is the responsibility of the employee to formally cancel the flight, or the entire value of that flight will be forfeited to the airline.

2. How do I make changes to my itinerary?

All changes must be done online through Concur or by calling (877) 454-8785. Making changes directly with the vendor is prohibited. Effective October 4, 2021, changes to itineraries can be made online in the Concur booking tool ‘pre-trip’. Pre-trip means before the trip departure date and time. If a change needs to be made ‘mid-trip’, changes must be made by a travel agent, therefore, the traveler or travel arranger must call the travel agency to request a change. Mid-trip means the traveler has already departed on the first leg of their trip and would like to make changes to any segment of their trip.

3. If I am on the road and I have to make a change to my airfare via the travel agency, will there be a charge?

There are no additional fees to make changes or cancellations online through Concur Travel. If you require agent assistance, there may be an additional fee applied. If this is the case, the original online transaction fee charge will be adjusted to an agent-assisted transaction fee, not a total of both fees. Agent fees are charged to the entity/department in a lump sum each month and not to the traveler themselves. For more information on transaction fees, please click on the Travel Management Services resources page or go to https://www.dgs.ca.gov/OFAM/Travel/Resources/Page-Content/Resources-List-Folder/Travel-Management-Services.

4. What should I do if I book an air reservation on Concur Travel, and a few hours later decide to add a car and/or hotel?

You can add a car or hotel to your trip. To add or modify your trip, click the name of the trip in the Upcoming Trips tab and then select “Add to your itinerary” and click on the “car” or “hotel” icon.

1. Are the airlines charging for bags?

Yes, most major airlines charge, however, Southwest Airlines is currently the only airline that does not charge baggage fees. Please refer to the airline baggage fee pricing and policies on Concur Travel or the airline's website.

2. Does the state pay or does the employee pay for bags?

The employee must pay for the baggage fees separately; however, the fees may be reimbursed with a valid justification.

3. If I have a question regarding Concur Travel and call the travel agency, will I be charged a fee?

You will not be charged a fee to speak with an agent. The fee is only charged if a ticket is purchased.