Frequently Asked Questions

BOOKING

Can you check price and schedule when searching for flights?

In the initial search, you must select either price or schedule. Statewide Travel Program recommends searching by price. Once your results are provided, you can use the tabs to toggle the search by price or schedule. Please see “How to Book Air” for more information.

What is the most efficient way to find the best schedule and price?

The system is designed to default the results to ‘Search by Price.’ If you cannot find the flight you are looking for, you can search by schedule which allows you to build your own itinerary. Under ‘Trip Search,’ simply choose the appropriate drop-down before clicking ‘Search’ on the main Concur Home Page. ‘Search by Price’ displays flight options based lowest cost, availability, and company policy, and may not show you all options or schedules.

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 your agency Travel Coordinator(s) if you need assistance finding the lowest fare. 

When I search for a flight, many vendors show up. Can I book any vendor?

Statewide Travel Program has agreements with four airlines:

• Alaska
• Delta
• Southwest
• United

Travelers can book airfare with any of those vendors. Contracted airfares are loaded into the online booking tool, Concur, and are marked with ‘Most Preferred.’ If you are an employee of an executive branch agency and you must book a flight from a non-contracted carrier due to Alaska, Delta, Southwest, and United unavailability, you may choose another vendor notated with the yellow exception triangle and will be prompted to choose the applicable reason for booking a non-contracted carrier. It is recommended that the traveler or travel arranger retain documentation of the search results and be prepared to provide an after-the-fact explanation for the non-contracted booking, if requested to do so.

What do the icons for each flight mean?

Once you've selected the blue 'View Fares' button for the flight you'd like to book, you will see different choices for the same flight. You may see a few different icons.

A. Check mark in a green circle means this option conforms to all agency policies.

B. Exclamation point in orange triangle means this option triggers one or more of the agency policies. You will need to log why you chose this option over one that follows all the agency policies, and the information may be audited.

C. A note of 'Not Allowed’ means this option is not allowed due to agency policies.

Do state agencies have to always book non-refundable flights? (Applies to executive branch agencies only) 

State Administrative Manual (SAM) Section 4117.1 outlines airfare purchasing requirements for executive branch agencies and their employees. Executive branch agencies must follow airfare purchasing and use requirements that ensure 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 domestic travel date(s) and at least 30 days prior to their anticipated international travel date(s). When traveling internationally, state employees shall choose the most economical airfare that meets their business needs. 

What happens if I book a flight that is marked noncompliant? (Applies to executive branch agencies only) 

You will need to log why you chose this option over one that follows all agency policies, and the information will be audited. Your agency Travel Coordinator(s) will review this information and proceed with any agency-specific policies to ensure future compliance.

Why must I select a reason code or justification for booking flights in Concur or with a 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 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. 

I travel once a year or less – am I allowed to book a refundable flight? (Applies to executive branch agencies only) 

State Administrative Manual (SAM) Section 4117.1 outlines airfare purchasing requirements for executive branch agencies and their employees. Executive branch agencies must follow airfare purchasing and use requirements that ensure state employees traveling by air on official business are using the most economical fares possible.

Employees who travel once a year or less may book a refundable flight if it meets the agency's business needs and the employee has approval to purchase a refundable flight. In general, employees who travel once a year or less should book a refundable flight because if the flight is canceled, the amount paid for the ticket is credited back to the agency, thereby eliminating the need to track a ticket credit that will never be used. All travelers must check with their agency's Travel Coordinator(s) for specific guidance.  

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

Boarding passes are provided via the airlines directly. Airline check-in links are provided at caltravel.ciazumano.com, under ‘Airline Check-in’ under Quick Links, or under ‘Travel Tools and Resources.’

What if I need to change an existing air reservation?

Pre-trip

For a ticketed flight in which you have not yet checked in, you can change the time and/or date of the flight online through Concur one time. Your change options will be with the same airline and route. Additional airline and/or routing changes need to be made over the phone with a CI Azumano travel agent at (877) 454-8785.

During Trip

If a change needs to be made after you have already checked into your flight and/or the trip is in progress, you will need to contact CI Azumano at (877) 454-8785.

Please Note: Change fees may apply, and you may incur additional transaction/service fees for agent assistance.

Are the airlines charging for bags?

Yes, most major airlines charge for bags. Please refer to the airline baggage fee pricing and policies while booking on Concur or the airline's website.

Does the state or employee pay for bags?

The employee must pay for the baggage fees separately. For more information, refer to CalHR's Travel Program Frequently Asked Questions (applies to executive branch agencies only). 

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

If you require agent assistance, there may be an additional fee applied. Agent fees are charged to the agency in a lump sum each month and billed directly to the agency. For more information on transaction fees, please click on the Travel Management Services resources page.

TICKET CREDITS

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

The credit ‘expiry’ date is when the credit will expire and be removed from the traveler’s Concur account. For this reason and to ensure visibility of state funds, travelers MUST use these credits within 12 months. Contact your agency travel coordinator(s) if you do not have future travel plans to use the credit before the ‘expiry’ date.

I have an unused ticket credit. How can I use that credit to pay for a future business flight?

Ticket credits are visible in Concur and will automatically be applied during the reservation process, if appliable. Travelers with an unused ticket credit should book a new flight in Concur and CI Azumano will apply the usable credit before final ticketing occurs. During this process, the new flight is exchanged for the value of the outstanding ticket credit. After the value of the credit is applied to the new flight, the itinerary is updated with exchange information in the ‘Invoice’ section (shown below) of the traveler's final itinerary. 

Booking

Is it possible to book a GPS device via Concur Travel? 

It is not possible to book a Global Positioning System (GPS) device with a rental vehicle via Concur. Executive branch agency travelers are prohibited from adding GPS navigation systems to vehicle rentals.  

When I search for a car rental, many vendors show up. Can I book any vendor?

Enterprise/National is the Statewide Travel Program's contracted vendor. Our contracted rates, which include insurance and a Collision Damage Waiver, are loaded into Concur.

You may use another vendor if Enterprise/National is unavailable. Please Note: Executive branch agency travelers must obtain approval prior to booking a non-contracted rental using the Department of General Services OFAM 100 form.

Additionally, when renting a vehicle from a non-contracted vendor, insurance and a Collision Damage Waiver are not included. It is strongly recommended to purchase insurance and a collision damage waiver when renting a vehicle from a non-contracted car rental company. Travelers should seek guidance from internal Travel Coordinators on internal agency policies.

For executive branch agency travelers:

• The State Motor Vehicle Self Insurance Account (SMVIA) Program covers State employees while driving vehicles within the United States (the state is self-insured). It does not provide coverage outside the United States of America.
• If an executive branch agency employee is traveling on official state business in another country (including Mexico and Canada) and they rent a vehicle, they must purchase full insurance coverage (physical damage, liability, and any other insurance) required for that particular country.

Non-executive branch agency travelers, please reach out to your agency Travel Coordinator(s) for internal insurance guidance.

I am flying into one airport but need my car/hotel in a different location. How do I make the reservations?

In your Concur ‘Trip Search,’ do not click ‘Pick-up/Drop-off car at airport’.

Book your flight(s). You will be presented with the ‘Travel Details’ page. From this page under “Add to your itinerary” you have the option to add a ‘Car’ rental to the reservation by clicking the “Car” hyperlink.

This will allow you to choose where you want to pick-up/drop-off the car instead of having to use the airport pick-up/drop-off.

Complete the booking process for the car rental. Please see “How to Book a Car Rental” for more information.

Can I add a car rental to an airline reservation after it is booked?

Yes. To add a car rental to an existing flight itinerary, click the name of the trip you wish to modify in the ‘Trip Library’ section within Concur.

From the ‘Travel Details’ page, you have the option to click on the link to add a car rental to the reservation.

If you book a car rental separately and do not add it to an existing flight itinerary, your two different itineraries cannot be consolidated into a single itinerary. You will have separate itineraries and be charged two transaction fees.

Please see “How to Add to an Existing Itinerary” for more information.

I am unable to book a specific-sized vehicle on Concur, how can I fix this?

Go to Enterprise.com and make sure they have that size vehicle at the location you are interested in. Not all locations have all vehicle sizes/types.

If the desired vehicle(s) is available at the desired location but not in Concur, please reach out to your agency Travel Coordinator for assistance.

Discounts

Where can I find personal car rental discount information?

Please contact your agency Travel Coordinator(s). If you are a Travel Coordinator and don't have the information, please email StatewideTravelProgram@dgs.ca.gov.

Can retired state workers use the personal rental discount?

No, you must be an active employee with state/local government identification.

Miscellaneous 

Where do I turn in theOFAM 100 Short-Term Vehicle Justification Form? (Executive branch agencies only)

Send your completed OFAM 100 form to your agency Travel Coordinator(s). They will have guidance on agency-specific policies/procedures related to this document.

I am under 25. Can I still rent a car?

Our contract covers state business rentals for drivers 21 years of age and older. Drivers under 21 years of age are not included in our Commercial Car Rental contract.

Is there an additional driver fee?

As long as the additional driver is a state employee, there is no additional fee.

Do non-employees on agency business have Enterprise insurance coverage too?

As long as the agency is paying for their travel expenses and they are traveling for agency-related business, non-employees have the same insurance coverage and contract benefits.

I got in an accident while in my car rental. What steps should I take?

1. Rental vehicles should have contact information readily available either in the glove box or center console (or in your rental agreement).
2. Once it’s safe to do so, contact the branch where the vehicle was rented from and submit a claim. Once Enterprise has submitted the claim, it will go through their claims process for 3rd party damage.
3. Notify your agency Travel Coordinator(s) for situational awareness and assistance.
4. Visit the Department of General Services, Office of Risk and Insurance Management Claims Services website for the applicable procedure and forms (Executive branch agencies only).

The vehicle class/size I booked was not available when I arrived and Enterprise charged me a fee to upgrade. What should I do?

This goes against the Statewide Travel Program’s contract with Enterprise. Please reach out to your agency Travel Coordinator(s) for assistance. If needed, your Travel Coordinator(s) can escalate to our team.

General Questions

What is the Statewide Travel Program?

The Statewide Travel Program, under the California Department of General Services, helps government travelers by securing the most economical travel rates and fares through contracted services. These services include:

• Airline
• Commercial Car Rental
• Lodging
• Rideshare
• Travel Management Services
• Travel Payment Services
• Virtual Card Program

The Statewide Travel Program gathers data to ensure transparency. We then use the data to negotiate reduced rates and fares for travelers on official government business.

What are the services the Statewide Travel Program provides?

Airline: The state's preferred carriers for all domestic and international flights are listed on the resources page of our website, located here. Contracted rates, amenities and terms have been loaded into Concur.

Commercial Car Rental: Enterprise is the state’s contracted vendor for car rental. Where Enterprise is unavailable, National may be utilized. Contracted rates, amenities, and terms for short-term vehicle rentals have been loaded into Concur. Long-term and specialty vehicles can be reserved through an alternate process, found on our Car Rental resources page.

Lodging: The Preferred Hotel Program represents negotiated rates at preferred hotel properties in California. Contracted Preferred Hotel Program properties will be visible in Concur as “Preferred” or “Most Preferred.” Contracted rates, amenities and terms have been loaded into Concur.

Rideshare: Agencies who participate in the Statewide Travel Program can opt into Uber for Business. This program allows travelers to direct bill their Uber rides to their agency account and avoid the reimbursement process. Please see State Travel Ridesharing Ground Transportation for more information.

Travel Management Services: CI Azumano is the state’s contracted travel agency. CI Azumano uses an online booking tool, Concur to provide travelers with the ability to book their business travel online. Reservations that are urgent, mid-trip changes or last-minute travel can be handled over the phone with a travel agent. Concur also offers a mobile app, which is an optional tool for travelers and not required.

Travel Payment Services: U.S. Bank is the state’s contracted bank to pay for all travel-related services. Agencies who participate in the Statewide Travel Program can opt into Meeting Management. This program provides a physical card for agencies to use to pay for conference-related costs. This card can also be used to pay for EV charging, Uber for Business, and the card on file for hotel reservations.

Virtual Card Program: Agencies who participate in the Statewide Travel Program can opt into the Virtual Card Program. This program allows travelers to pay for lodging with a virtual card instead of paying with a personal card and going through a reimbursement process. Please see Virtual Payment and Virtual Card Number VCN Resources for more information.

Is my agency eligible to participate in the Statewide Travel Program?

Any publicly funded government agency within California is eligible to join the program. Please email StatewideTravelProgram@dgs.ca.gov and a Travel Specialist will reach out to discuss the enrollment process.

What is the process to access the state’s contracted, negotiated rates?

To access the state’s contracted, negotiated rates, participating agency travelers must make all travel arrangements through the Statewide Tavel Program’s authorized travel agency, CI Azumano, or designated online booking tool, Concur. If you administer travel for your agency and are interested in joining the Statewide Travel Program, please email StatewideTravelProgram@dgs.ca.gov and a Travel Specialist will reach out to discuss the enrollment process.

Can we choose which contracted services we want to use?

To maintain our deep discounts with contracted vendors, use of all contract components is required for participating agencies. The following contracts are mandatory for executive branch agencies when using the Statewide Travel Program:

• Airline
• Commercial Car Rental
• Lodging
• Travel Management Services
• Travel Payment Services

Participating agencies are required to make business travel bookings exclusively through the contracted vendors of the Statewide Travel Program to access its services and available discounts.

The following are additional programs that agencies can opt into when using the Statewide Travel Program:

• Rideshare
• Virtual Card Program

What if our agency uses other SAP Concur products such as Concur Request and/or Concur Expense? (for non-executive branches)

To integrate Request and/or Expense with Concur Travel, your agency will need to work directly with the dedicated Concur contact (typically, a Concur Project Manager) that implemented your other SAP Concur products. The two parties will provide guidance on integrating either or both products into Concur Travel. This involves setting up the necessary configurations and ensuring seamless alignment between the different Concur solutions to optimize travel and expense management processes.

Fees

Are there any fees to join/use the Statewide Travel Program?

There are zero enrollment, implementation, or setup fees to join the Statewide Travel Program.

There are transactions fees associated with the contracted Travel Management Services provider, CI Azumano. All transaction fees are paid by the participating agency.

*Flat fee for booking any combination of domestic or international air, rail, car, and hotel.

**Reservation made without agent assistance.

***The Statewide Travel Program offsets hotel and/or car-only reservations and virtual payment transaction fees to agencies who are in compliance with the program.

General

How do I get a Concur profile?

Please reach out to your agency Travel Coordinator(s) for information on creating a profile on Concur.

Can Concur be used for personal use? 

No, Concur cannot be used for personal use. Concur can only be used for business-related travel. 

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

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

Please see the Travel Management Services Resources page for more information.

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

You will not be charged a fee to speak with a travel agent. Transaction fees are charged once a ticket is purchased.

Who should I contact for assistance with navigating Concur?

Please see the Statewide Travel Program Training page for videos, guides, and more.

As a traveler, your first resource for all travel-related inquiries is your agency Travel Coordinator(s).

If you are a Travel Coordinator or you don’t know who your agency Travel Coordinator(s) are, please email StatewideTravelProgram@dgs.ca.gov for assistance.

How do I pay for my business travel arrangements?

Airline, train, and car rentals reservations are charged directly to your agency.

If your agency participates in the Virtual Card Program, the room rate, taxes and parking (if applicable) will be charged directly to your agency. If your agency does not participate in the Virtual Card Program, a personal credit card will need to be loaded in Concur to pay for the room and seek reimbursement after travel. Your Concur profile stores any personal credit cards that you input. You will have a choice of which credit card you wish to use when making the hotel reservation. Regardless of the form of payment used, a personal credit card is always required at the time of check-in for incidentals.

Please confirm all your credit card information is set up in your profile before booking in Concur the first time. If the information is missing, you will not be able to continue with your reservation. Please see Setting Up a Profile in Concur for more information.

Please reach out to your agency Travel Coordinator(s) for specifics on how your agency handles travel expenses and reimbursements.

Travel Coordinator Concur Set-Up

As a Travel Coordinator, can we restrict travelers from making their own business travel arrangements?

In the online booking tool, Concur, Travel Coordinators have the option to create a profile for a traveler and not share the login information. The Travel Coordinator can designate travel arrangers/assistants who can book travel on behalf of the traveler. You can assign multiple travel arrangers/assistants as needed.

Travel Coordinators can also create a profile and share the login information with the traveler so they can book their own travel. Travelers are also able to self-assign travel arrangers/assistants. They can self-assign multiple travel arrangers/assistants as needed.

Please see Assigning a Travel Arranger/Assistant for more information.  

Can Travel Coordinators capture information like accounting strings, budget codes, etc. through Concur?

Yes, you can add customized (required or optional) fields within the booking process requesting such information from travelers and travel arrangers. The information from the customized fields would come across on travel-related reports to assist with the accounting and reconciliation process. Please reach out to StatewideTravelProgram@dgs.ca.gov to request a customized field(s) in your agency’s Concur site.

Profile Settings

My username is my government email address but what is the password? 

You will create your own password once your Concur account has been created by your agency Travel Coordinator(s).

What should I do the first time I log into Concur? 

Please navigate to the Statewide Travel Program Training page to review documents and videos to assist with utilizing Concur.

The first time you log into Concur, you should complete your profile. You must save your profile and complete all required fields before you first attempt to book a trip in Concur. Please see the Concur Travel Demonstration Training for more information.

What are the required fields within the Concur profile? 

All required fields will be marked with a red required note.

The required fields on your Concur profile are: 

a. Your full name matching your picture identification that will be used at the airport/check-in counter.

b. Contact telephone number (either work or home is required) 

c. Email address (Not required by Concur, but recommended to receive notifications from Concur)

d. TSA information (Gender and Date of Birth)

e. Your agency may have agency-related required fields (i.e. employee ID number, department codes, etc.)

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

Is any information entered in my Concur profile shared with anyone? 

In Concur, sensitive information in your profile is masked or restricted. Credit card numbers stored in the profile are encrypted and cannot be viewed by anyone.

When I enter my credit card number, will anyone see that number? 

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

Can we load multiple credit cards in our Concur profile? 

Yes, however, if your agency participates in the Virtual Card Program, it is not recommended to add your personal credit card in the ‘Credit Cards’ section.

For travelers who travel only once, is there a different setup? Can anyone arrange travel for these types of travelers?

It is recommended to create a profile for any traveler, regardless of how often they travel. However, travel arrangers can be set up to book one-time travelers or guests. Contact your agency Travel Coordinator(s) for guest booking privileges. 

Can I store my frequent flyer or other loyalty program information in my Concur profile?

Yes, you may add any loyalty/frequent traveler program information under ‘Profile Settings,’ ‘Travel Preferences,’ ‘Frequent-Traveler Programs.’ Please see “Setting up a Profile in Concur” starting at 3:18 minutes for more information.

When I make a travel reservation via Concur, 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 CI Azumano showing your itinerary/invoice for submittal with your expense report. To uncheck the several types of email notifications, follow these steps: 

1. Log in to Concur.
2. Click on Profile > Profile Settings >System Settings. 
3. Scroll to “Email Notifications.” 
4. Check the email notifications you would like to receive.
5. Uncheck the email notifications you wouldn't like to receive.
6. Click ‘Save.’

What if I do not book my own travel?

In your Concur profile, you can assign booking access to as many travel arrangers as needed. This person can update your profile, make any travel arrangements for you, and view your upcoming trips.

Please see Assigning a Travel Arranger/Assistant for more information.

Travel Itinerary

Will I see a trip booked with a CI Azumano agent in my trip library in Concur?

Yes. Any reservations booked for you by a CI Azumano agent will be linked to your Concur account. If a past or future trip does not appear in your Trip Library, please contact CI Azumano at 1-877-454-8785.

How can I see travel I have already booked?

Log in to Concur. Click ‘Home,’ then ‘Travel.’

Click the ‘Trip Library’ tab to view a list of your itineraries. You can search for a specific itinerary by entering keywords and a date range. Click ‘Include withdrawn trips’ to see cancelled itineraries.

Click the trip itinerary name to:

• View the itinerary
• Email the itinerary
• Change the trip
• Cancel the trip

Booking for Others

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 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 agency's Travel Coordinator(s) about booking for a guest. The ‘guest booking’ permission in Concur must be assigned to you by your agency Travel Coordinator(s).

It is recommended to create a profile for any traveler, regardless of how often they travel. This helps with tracking and reconciliation purposes.

We have non-employees who travel three to four times per year. They do not have emails with our agency. Do you recommend that they be designated as a ‘guest’ traveler? 

It is recommended to create a profile for any traveler, regardless of how often they travel. This helps with tracking and reconciliation purposes.

Contact your agency's Travel Coordinator(s) to provide Concur access. A profile can be set up with a nonstate email address through your Travel Coordinator(s).

How do I make travel reservations for large groups?

If multiple travelers are going to the same destination, you can reach out to CI Azumano at 1 (877) 454-8785 and request a group reservation(s).

Can someone else make travel arrangements for me?

Yes. In the Concur profile, an employee can assign travel booking access to as many travel arrangers as needed. Please see “Assigning a Travel Arranger/Assistant” for more information.

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 their 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. 

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. 

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. 

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

Yes, you and your supervisor must each have a Concur profile with separate passwords. Your supervisor should assign you as a travel arranger via their profile. Please see “Assigning a Travel Arranger/Assistant” for more information.

General Booking

What if I need to change an existing booking/reservation?

You can add to, change, or cancel a flight, rail, car rental, or hotel reservation online through Concur or by calling CI Azumano at 1 (878) 454-8785. Please see How to Change a Booking, How to Cancel a Booking, and/or How to Add to an Existing Itinerary, for more information.

Can I use the Concur or CI Azumano to book conference rates or special room block rates?

Conferences and meetings generally have hotel rooms blocked at privately negotiated contract rates between the hotel and conference/meeting holder. These special contract rates cannot be loaded into Concur; you should follow the meeting organizer’s instructions for making reservations. You can check pricing in Concur to compare rates and book whichever is cheaper. Contact your Agency Travel Coordinator(s) for more information.

How do I know if an option listed while booking on Concur is outside of policy?

Out of policy notifications are identified in several ways in Concur Travel.

Green circle with a checkmark: option that conforms to all policies.

Yellow caution sign: option is slightly out of policy and may need additional consideration. You will be required to select a reason for booking. If booked, it will be listed in a monthly report sent to your agency Travel Coordinator(s).

Red circle with an “x” inside: option is out of policy. This option is not allowed to book or has been blocked from your agency’s Concur content.

To identify the reason for the icon, click the icon itself and policy-specific details will show.

What is the difference between Hold Trip and Purchase Now? 

"Purchase Now" will purchase and ticket your flight or rail, as well as confirm car rental and hotel reservations.

"Hold Trip" will save your itinerary and confirm the car rental and hotel but does not ticket your flight or rail. You can come back later to purchase the flight or rail. To prevent a hotel no-show charge, you will want to cancel a reserved itinerary if you are not going to use it. Airfare is subject to change until ticketed, which means the airfare could change until you purchase the ticket, or the seat may no longer be available. 

What does the “preferred” or "most preferred" language represent when viewing air, rail, car rental, and hotel options? 

The “preferred” and "most preferred" language represents a contracted vendor for the state of California. 

What is the most efficient way to find the best schedule and price?

Concur is set up to default the results to “Search by Price.” If you cannot find the flight you are looking for, you can “Search by Schedule” which allows you to build your own itinerary. Under "Trip Search," simply choose the appropriate drop-down before clicking "Search" on the main Concur Home Page. "Search by Price" displays flight options based on the lowest cost, availability, and company policy, and may not show you all options or schedules.

Can I add a car rental or hotel to an airline reservation after it is booked?

Yes. To add a car rental or hotel to an existing flight reservation, please see How to Add to an Existing Itinerary.

If you book a hotel separately and do not add it to an existing flight itinerary, your itinerary items cannot be consolidated into a single itinerary. You will have separate itineraries and be charged two transaction fees.

Approving Travel

Why am I not receiving an approval email after making a reservation in Concur?

Most likely, the trip was not fully completed by the traveler or travel arranger. This typically occurs when the web browser is closed after seeing the confirmation number. They are two more pages before the reservation is fully completed.

"Finished!" should be at the top of the webpage when the trip is completed.

The approver information is added only after the reservation from Concur is processed correctly.

When implementing a hard stop in Concur for travel approvals, if a manager misses the 24-hour deadline for approval, is there a double-booking fee to re-do the request?

No. There is not a double-booking fee. Fees are only calculated once a reservation is ticketed (air/rail) or invoiced (car rental/hotel).

Cancelling/Changing Reservations

How do I make changes to my itinerary?

Changes can be made online through Concur or by calling CI Azumano at 1 (877) 454-8785. Making changes directly with the vendor is strictly prohibited.

Pre-trip changes are when the traveler has not checked into their flight and/or the trip has not begun. Pre-trip changes are conducted online through Concur.

Airfare can only be completed once online. Further airfare changes must be completed by speaking to a CI Azumano travel agent at 1 (877) 454-8785.

Changes to rail/train must be completed by speaking to a CI Azumano travel agent at 1 (877) 454-8785.

Mid-trip changes are when the traveler has already checked into their flight and/or the trip is in progress. Mid-trip changes must be completed by speaking to a CI Azumano travel agent at 1 (877) 454-8785.

Travelers may not change their trip with a vendor directly unless instructed to do so by CI Azumano or the Department of General Services, Statewide Travel Program.

Please see How to Change a Booking for more information.

If I must make a change to my travel via the travel agency, will there be a charge? 

There are no additional fees to make changes or cancellations online through Concur.

If you require agent assistance, there may be an additional fee applied. Agent fees are charged to the agency/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. 

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

You can add a car or hotel to your trip online through Concur (preferred) or by calling CI Azumano at 1 (877) 454-8785. Please see How to Change a Booking for more information.

How do I make cancellations? 

Cancellations must occur within the stated timeframe or deadline to avoid penalties like cancellation fees or loss of a refund.

Cancellations can be made online through Concur or by calling CI Azumano at 1 (877) 454-8785. Please see How to Cancel a Booking for more information.

Note: If a traveler has already checked into the flight or departed the outbound flight and needs to change or cancel, the traveler must contact the state's travel agency, CI Azumano, to assist with the cancellation in this scenario. If a flight is not canceled within 10 minutes of departure, it is the responsibility of the employee to cancel the flight, or the entire value of that flight will be forfeited to the airline. 

1. Why should travelers use hotels that participate in the DGS Preferred Hotel Program?

With Preferred Hotel Program properties, travelers have access to special rates and benefits that have been negotiated. The Preferred Hotel Program offers rates at or below the published federal General Services Administration (GSA) rates, acceptance of Virtual Card Numbers, complimentary amenities, flexible cancellation policies, last room availability and more.

2. What does it mean when a hotel says “Preferred” or “Most Preferred” in Concur?

The Preferred Hotel Program represents agreements between DGS and participating hotels. Properties listed as “Preferred” in Concur meet the minimum requirements for Preferred Hotel Program acceptance. Properties listed as “Most Preferred” in Concur meet the minimum requirements, provide additional amenities at no extra cost and/or have active sustainability programs in place. For more information on the Preferred Hotel Program, please email StatewideTravelProgram@dgs.ca.gov, ATTN: Preferred Hotel Program.

3. Am I required to book a “Preferred” or “Most Preferred” hotel?

No, it is not a requirement to book properties that participate in the Preferred Hotel Program, but it is highly recommended that these properties are chosen over non-participating properties due to the value-added amenities they provide.

4. Are there Preferred Hotel Program properties outside of California?

At this time, the Preferred Hotel Program is only available within the state of California. We are working to include out-of-state properties in the next round of solicitations.

5. I requested an ADA compliant room when booking through Concur, but when I got to the hotel, they had no record of this need. How do I make sure that my accessibility needs are met at the hotel?

Most hotel chains provide room rates in Concur for accessible or ADA-compliant rooms; however, travelers with accessibility needs may face obstacles when booking with Marriott brand hotels.

Currently, Marriott brand hotels do not load accessible or ADA-compliant room rates in Concur, unlike other hotel brands. Statewide Travel Program encourages travelers in need of an accessible or ADA-compliant room to select a property that has the room listed in Concur.

If a Marriott property is the only option, travelers must:

• Make sure that their accessibility preferences are listed in their Concur Travel profile.
• Be sure to request the accessible or ADA room preference on the Concur “review and reserve” page.
• After booking, reach out to the hotel directly to ensure that their reservation is showing the need for the ADA-compliant room. 

Please click here for detailed instructions on how to book an accessible or ADA-compliant room in Concur.

6. How do I differentiate the “Government” from the “Military” rates in Concur?

The “Government” and “Military” rates are both federal rates and are not for state business travel. “Government” rates require federal employee ID. “Military” rates require or proof that you are an active-duty military member.

Before booking these rates, 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 complete discretion over these rates, not the Statewide Travel Program, as these rates are an arrangement between the hotel and the federal government.

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

If your agency utilizes the Virtual Card Number program, 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 Virtual Card Number program (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.

8. What hotel charges are covered by the Virtual Card Number?

Charges covered by the Virtual Card Number are the nightly rate, taxes, resort fees and self-parking. For reimbursement questions, executive branch Travel Coordinators should contact the California Department of Human Resources (CalHR) at travelmanager@calhr.ca.gov.

9. 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.

10. What options are there if a traveler doesn’t have a personal credit card, and their agency doesn’t participate in the Virtual Card Number program?

• Reach out to your internal Travel Coordinator(s) to get information on applying for a travel advance.

11. 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 StatewideTravelProgram@dgs.ca.gov, ATTN: Lodging Travel Specialist. This will allow Statewide Travel Program 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 the 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.

12. What if a hotel cannot be found at the state of California short-term lodging reimbursement rate? (Applies to executive branch agencies only)

If adequate lodging cannot be found at or below the short-term lodging reimbursement 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, visit CalHR’s Travel Program – Frequently Asked Questions or contact CalHR at travelmanager@calhr.ca.gov.

13. When is it okay to book a hotel outside of Concur? (Applies to executive branch agencies only)

Travelers must contact 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.

14. 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).

15. 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 by the agency.
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, its information is removed from the GDS until the hotel is ready to reopen.

16. What is the process if lodging is canceled short notice due to illness, change in travel assignment, weather issues, or other unforeseen circumstances?

• When the need to cancel a lodging reservation at the last minute arises, it is important to be familiar with the hotel’s cancellation policy.
• Some properties include short-notice cancellations in their policy, but most require advance cancellation/notice 24, 48, or even 72 hours prior to the check-in time.
• If the property does not provide for last-minute cancellations in their policy, it is important to cancel the reservation directly with the hotel and not in Concur.
• Last-minute cancellations in Concur will not generate a cancellation number, which increases the probability that the hotel will not receive the cancellation.
• It is important to contact the hotel as soon as the need to cancel is known.
• If you cancel early enough and there is enough time for the hotel to still rent the room, properties will sometimes waive the no-show fee.
• If cancellation is not received within the hotel’s policy and the property still charges the no-show fee, then the traveler must contact their Travel Coordinator with the reservation information as soon as possible.
• The Travel Coordinator shall contact the hotel and ask to speak to the hotel manager, explain the situation, and request a reversal of the no-show fee based on the unavoidable/unforeseen circumstances that are beyond the traveler’s control.
• It is at the hotel’s sole discretion to waive the fee. Given the circumstances, it is up to the traveler’s agency and supervisor to determine if there is a compelling business reason for the cancellation fee/no-show fee/cancellation penalty.
• If the hotel is uncooperative, then the Travel Coordinator shall contact StatewideTravelProgram@dgs.ca.gov, ATTN: Lodging Travel Specialist to request escalation/intervention to get the no-show fee reversed (it is not guaranteed that this intervention will work).
• In situations like this, travelers MUST make every attempt to cancel the reservation. If the Travel Coordinator reaches out to STP to assist with a no-show fee and the traveler made no attempt to cancel the reservation and fails to check-in/no-shows, it is highly unlikely that the fee will be reversed.

General Questions

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 misuse is occurring.  You may also report your concerns to the California State Auditor.

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 control 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 the 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.

What are the travel policies of State Administrative Manual (SAM) section 4117? (Executive branch agencies only)

The Statewide Travel Program administers all travel contracts for airfare, commercial car rentals, travel management services (travel agency), and travel payment services. Access to these contracts is only available through the Statewide Travel Program.

State Administrative Manual section 4117 (formerly "Management Memo #14-03") applies to all state of California Executive Branch departments/agencies, requiring the use of Concur and/or the state's contracted travel agency, CI Azumano, for all air, rail, car rental and hotel reservations. 

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

No, however, prior approval is still required. 

Where can I find STD255C, OFAM100, and other forms?

Go to www.dgs.ca.gov/OFAM/Travel/Forms.

SAM 4117.1 (Executive Branch Agencies Only)

Where can I find the state’s airline policy?

SAM section 4117.1 - Airlines is located here.

What are the travel policies of State Administrative Manual (SAM) section 4117.1? (Applies to executive branch agencies only)

SAM section 4117.1 (formerly "Management Memo #21-07") outlines airfare reservation requirements for executive branch agencies/travelers. Executive branch agencies and travelers 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.

SAM section 4117.1 directs state employees to reserve, where available, airfares that are nonrefundable, and shall, where operationally feasible, reserve their domestic airfare(s) at least seven (7) days prior to their anticipated travel date(s) and reserve international airfare(S) at least 30 days prior to their anticipated travel date(s).

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 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 the Department of General Services.

Are there any exceptions to SAM section 4117.1?

There are a limited number of approved exceptions. Navigate to the State Travel Policy page and access the “SAM 4117.1 Violation Reason Codes Legend” for a list of exceptions.

I must book a flight that violates one or more of the SAM section 4117.1 policies. Can I proceed with booking that flight?

Yes, however the reason(s) must be an approved exception. Navigate to the State Travel Policy page and access the “SAM 4117.1 Violation Reason Codes Legend” for a list of exceptions.

At the time of booking, the traveler or Travel Arranger must select a reason code(s) to identify why the flight selected if it violates one or more of the SAM section 4117.1 policies.

The traveler or Travel Arranger must retain supporting documents as substantiation to support why a flight that requires a policy violation reason code justification was selected.

Upon request, the traveler or Travel Arranger must provide the retained supporting documentation to the agency travel unit. Occasionally, the Statewide Travel Program may ask to see this documentation. The travel unit will use the supporting documentation to support selecting the reason code justification for booking a flight that violates SAM section 4117.1 policies.

What are examples of supporting documentation that a traveler and/or agency travel unit should retain when selecting a flight that violates a SAM section 4117.1 policy?

1. Booking a flight with a non-contracted carrier: The contracted carrier(s) don’t have a seat/flight available for the required date and time of departure. It is a best practice for the traveler to retain proof, such as a time stamped screenshot of the Concur results page, showing that no contracted carriers had available flights or seats at the time of booking.
2. Selecting a refundable fare: Only refundable flights are available at the time of booking. It is a best practice for the traveler to retain time stamped screenshots of the Concur results page illustrating no non-refundable flights were available to choose from at time of booking.
3. Booking a flight less than seven (7) days in advance: The traveler must retain a copy of the assignment/email/memo from leadership that required them to book less than seven (7) days in advance.

Is booking a domestic flight on day 7 a violation?

No, booking 7 days in advance for a domestic flight is not a violation. Booking a domestic flight on days 6 to 0 (same day) is a violation and a reason code justification is required.

Is booking an international flight on day 30 a violation?

No, booking 30 days in advance for an international flight is not a violation. Booking an international flight on days 29 to 0 (same day) is a violation and a reason code justification is required.

Compliance Tracking

Will state agencies be responsible for tracking and ensuring compliance with purchasing requirements?

Yes. On a monthly basis, agency travel unit staff receive the “Policy Violation report - Invoice dates from MM/DD/YYYY to MM/DD/YYYY” that agency travel unit staff must process to identify violations.

How will the Department of General Services be monitoring policy violations?

The Department of General Services (DGS) has access to exception report data. DGS, along with each state agency, will be responsible for monitoring travel booked to ensure state travelers are adhering to the SAM section 4117.0-4117.6 policies. (Applies to executive branch agencies only)

How are policy exceptions collected?

Within Concur: The online booking tool, Concur, will prompt and require a reason code justification(s) be provided before booking travel that violates any of the SAM section 4117.0-4117.6 policies.

Within the Travel Management Services company: When making a reservation with a live travel agent, the travel agent will require the traveler/travel arranger to provide a reason code justification(s) before they may proceed with booking travel that violates any of the SAM section 4117.0-4117.6 policies.

Does the agency travel unit need to retain proof to support the Reason Code justification that a traveler selected when they book travel that violates a SAM section 4117.0-4117.6 policy?

The Statewide Travel Program recommends the traveler or agency travel unit staff retain supporting documentation (as dictated by internal agency retention policies) as substantiation to support the reason code justification(s) selected during the booking process.  

Is there a report we can pull to ensure our employees are following all travel policies?

Yes. Within iBank, using the “Policy Violation” report, sort the “Reason for Refundable Fare” column. Blank cells mean the flight booked was non-refundable. Populated cells mean the flight booked was refundable.

Where can I download the “Policy Violation” report?

Agency travelers can find the “Policy Violation” report in the “Saved Filters” section of the iBank dashboard.  

There is an error in the “Policy Violation” report this month. To whom do I escalate the error?

To inquire about a possible reporting error, please send an email to CaReports@ciazumano.com[MS4][PB5] and MM21-07Reporting@dgs.ca.gov. Provide as much information about the issue, include screenshots and a copy of the report, and staff will investigate the issue further.

What does the data provided in the "Sort" columns of the "Policy Violations" report represent?

Each report has three “Sort” columns: “Sort 1,” “Sort 2,” and “Sort 3.” Data may be populated in all, some, or none of the “Sort” cells. The data collected depends on the account and what the agency selected to populate in the cells. For example, an agency may choose to collect the agency “Reporting Structure,” which will be populated into the “Sort 1” cell for each reservation. Other data that may be collected and populated into any of the sort cells are traveler name and phone number, agency index, Program Cost Account (PCA), reporting structure, object, agency/department number, etc.

CI Azumano and Concur

What is Concur Travel?

Concur Travel (Concur) is an online travel booking tool provided by the state’s contracted travel agency, CI Azumano. Concur streamlines the booking process by offering air, rail, car rental and hotel reservations conveniently in a single location. Concur is the primary method for shopping and booking the state’s contracted rates and fares, providing the ability to conduct side-by-side comparisons and select rates and fares that are in the best interest of the state. Booking through Concur ensures access to the Statewide Travel Program's negotiated rates and fares and guarantees support from CI Azumano agents if issues arise during your trip.

Do I have to use Concur?

If you work for an executive branch state agency, you are required to follow the policies outlined in State Administrative Manual (SAM) section 4117, which indicates that the online booking tool (Concur) is the primary means of booking travel. The Concur online booking tool or booking directly with a CI Azumano agent is required for all business travel.

If you work for an optional user (non-executive branch) agency, Concur is still the primary means of booking travel. Please contact your agency’s Travel Coordinator(s) for guidance on agency-specific travel booking policies that may be applicable.

What are the benefits of using Concur and CI Azumano?

Using the state’s contracted travel agency (CI Azumano) and the online booking tool, Concur, yields the following benefits:

• Access to state contracted/negotiated rates and fares for air, rail, car rental and hotel.
• Book and manage business travel in one place.
• Integration of travel policies.
• Automated pre-trip approval process.
• A secure online profile to store travel preferences and encrypted travel information required for business travel, such as TSA Pre-Check information, credit card for payment (if needed for lodging), and frequent traveler loyalty/program numbers.

• Built-in, agency-specific travel requirements, such as travel authorization numbers and accounting codes.

• Unused ticket credit tracking, including an alert to travelers if an unused ticket credit is available.
• Real-time travel update alerts (travelers must subscribe to this).

Additionally, CI Azumano and Concur offer the following cost-savings and value-added benefits and services:

• 24/7 customer service.
• International travel booking expertise.
• Meeting management & group (10 or more) travel services.

What is the difference between the use of the Travel Management Services provider, CI Azumano, and the online booking tool, Concur?

CI Azumano is the state of California’s dedicated, contracted travel agency. CI Azumano provides business travel arrangements to participating user agencies.

Concur is the online booking tool provided by CI Azumano. Concur is used by travelers, travel arrangers/assistants, and travel coordinators to book travel online.

Concur is the most efficient and cost-effective way to book travel. It is user-friendly, available 24/7, and provides access to all state of California contracted rates for airfare, rail, car rental, and lodging. Concur also keeps a record of all past and upcoming travel reservations. 

What are the business hours for the contracted travel agency?

The online booking tool, Concur, is available 24 hours a day, 7 days a week.

Normal business hours for CI Azumano are from 7 a.m. to 7 p.m., Monday through Friday.

CI Azumano also provides full-service “after-hours” support outside of normal business hours, including weekends and holidays. You can reach the after-hours service for urgent travel needs by calling the main line at 1 (877) 454-8785 and following the prompts. 

Is there a mobile app for Concur?

Yes. Concur Mobile is available for iPhone and Android devices. It can be used to book travel, make some changes, and review trip itineraries. It can also be used by approvers to approve their employees’ travel.

If I have a question regarding Concur and have to 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/trip is purchased. 

I received an email that said: "CI Azumano Alerts now available!" What is this?

This is a valid email from CI Azumano's risk management system. It is sent to travelers after making a reservation to offer travel alerts. Travelers can choose to get travel alerts by entering their personal or work email and/or phone number.

For any questions related to iBank, please refer to the Travel Management Services resources page and scroll to Resources – iBank Reporting Guides for the iBank FAQs.

*These FAQs are updated after every iBank training.

ACCOUNTS

What is a Central Travel Account?

A Central Travel Account (CTA) is a direct-bill, cardless charge account, also referred to as a “ghost card.” This card is issued in an agency’s name and is used in the agency’s respective Concur site to charge business travel expenses such as airfare, car rentals, rail tickets, and travel agency transaction fees. The CTA can also be used for agent-assisted reservations on file with the contracted travel agency.

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. 

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

Yes, each agency may have multiple program administrators set up.  

If your agency participates in card programs other than the Central Travel Account, such as the Meeting Card Account (MTG) program, the Individual Billed Travel (IBT) card, or the Virtual Card Number (VCN) program, the program administrator(s) need to access each account individually to download the managing account statement.

To update your program administrator with U.S. Bank, contact the U.S. Bank Client Services support at:

Phone: 877-846-9302; Option 3 

Why do I keep receiving an error message when attempting to log into Access online, but I was able to log in before?  

The program administrator’s profile may have become deactivated due to inactivity.  If your agency 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 U.S. Bank Client Services team can also help. To contact the U.S. Bank Client Services team, reach out to:

Phone: 877-846-9302; Option 3

How can an agency request a credit limit increase?

Temporary Increase: The program administrator can call U.S. Bank’s Client Services and request an increase. This request usually takes a few hours for Client Services to complete.

Phone: 877-846-9302; Option 3

CARDS

What is a ghost card? 

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

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

Contact your agency's Travel Coordinator(s) and request access to the IBT online application. Statewide Travel Program can provide the program administrator with a cardholder user guide, passcode setting instructions, and an information template for the applicant(s). 

REPORTING

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. The card statement will have a message at the top right corner “Memo Statement Only Do Not Remit Payment” because payments are not processed to this card statement. 

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. 

How do I report fraudulent transactions with U.S. Bank?

To report any transactions as fraudulent, contact the Fraud department at the phone number below:

Fraud Department:                     1 (800) 523-9078

Existing Case follow up:            1 (800) 815-1405        

Fax:                                                    1 (866) 229-9625

To manage fraud information through Access Online, run the following report:

1. Click "Reporting."
2. Click "Program Management."
3. Click "Account List."
   1. In the “Account Information” section under “Account Status,” select "FR-Referral."
   2. In the “Additional Detail” section, check "Account Information."
   3. In the “Report Output” section under “Output Type,” select "Excel."
4. Click "Create Scheduled Report."
   1. In the “Report Name” section, enter your desired name in the “Output Filename” box.
   2. In the “Schedule” section under “Report Frequency,” select "Daily" and choose a “Start Date” and “End Date.”
   3. In the “Recipients” section, check "Include Me."
5. Click "Submit."

By following the above steps, an Excel export of cardholders with fraud referrals will be delivered daily to your Data Exchange (within Access Online) mailbox for the time period specified.

Please Note: All claims must be submitted within 60 days of the statement date on which the transaction appears.  

Why is my payment declining?

If a credit card or virtual card transaction is declined, the decline reason can be viewed in Access Online via the “Account Management” screen → Account Information → Cardholder Account Profile → Account Authorizations.

If you need clarification on the decline reason and how to resolve it, contact U.S. Bank Client Services Support.

Phone: 1 (877) 846-9302; Option 3 

We were told that a credit would be given to our agency account, but we don't see it on the statement. Why is that?

The billing cycle for U.S. Bank is the 26th - 25th of each month. If you are due a credit, it might be on the upcoming billing cycle.

TRAVELERS

1. What are VCN accounts?

VCN’s are a 16-digit card number issued under the terms of the TPS contract that will be used to pay for hotel room charges, taxes, resort fees (if applicable), and hotel parking (if applicable). 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. What if you do not have a personal credit card to provide the hotel for incidentals?

Hotels will also accept a debit card for incidentals. While a debit card will work to secure a reservation or for an incidental hold, it is not recommended because 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.

To pay for the entire stay instead of using the virtual card, you can request a travel advance from your accounting office. Please reach out to your agency Travel Coordinators for more information.

3. When should I use a VCN?

When booking your hotel through Concur or the contracted travel agency, and you find a hotel at the state rate or when you find a hotel at a higher rate that has been approved in advance (You have an approved STD255C).

4. When shouldn’t I use a VCN?

You make your hotel reservation at a higher rate, do not have 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;

You booked your hotel out of policy and not through the approved channels.

5. Is there a mobile app for using a VCN?

Yes, there is a mobile application you can use to help make the payment process easier.  The application is called ConfermaPay and is available for most smartphones.  It 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 the accounting unit to reconcile the monthly bank statement.

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

Make your hotel reservation using Concur or by calling the TMS provider and speaking to one of the travel agents. If you book on Concur, you may be presented with a drop-down menu to select the form of payment. Select Virtual Payment and continue your booking on Concur 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.

That’s all there is to it.

7. What do I do when I check in to 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 authorization form on file, open the ConfermaPay app and resend the authorization form. For travelers who choose not to use the ConfermaPay app, please call the travel agency at (877) 454-8785 for assistance.

Travelers are still required to present a personal credit card for incidentals.

8. What if the hotel requests to see a physical copy of the VCN?

A VCN is not a physical, plastic card. Instead, it is a set of sixteen digits similar to a credit card number, together with an expiration date and CVV code that is randomly generated using Conferma’s software. Virtual cards can be either credit or debit cards.

When the reservation was booked, the hotel should have received a copy of the credit card authorization form via fax/email or through the Sertifi system (i.e., Marriott properties). Therefore, please ask the hotel front desk to look for the credit card authorization form in their internal system(s).

9. What if the hotel does not have a record of the credit card authorization form?

If they do not have a 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, please call 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 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 (STP) upon your return to the office at StatewideTravelProgram@dgs.ca.gov.  

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

Please do not use express check-out or 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 card they have 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.

11. What if the hotel refuses to provide a hotel receipt/folio?

This scenario may occur because the initial credit card authorization form sent to the hotel comes directly from the state’s contracted travel agency. Some hotel staff will not relinquish the hotel folio to the traveler because they were not the paying party, regardless of the traveler’s name being on the folio. In the unusual chance the hotel front desk will not provide you with the folio, please try the options below:

• Attempt to educate the front desk staff. The hotel may indicate that the travel agency is a third party. Explain to them, that the travel agency is the sole contracted travel agency for the State of California, and the reservation was made on your behalf and is being paid for by your employer.
• Speak to a front desk supervisor. Explain the above and inform the supervisor that the folio is required by your department to reconcile the payment.
• Leave the hotel and contact the hotel’s accounting office to obtain the folio.
• If you are a rewards member with the hotel, typically you will receive an email with the folio. Additionally, if you have the respective hotel’s mobile app, you will be able to access the folio directly and email it to yourself or your accounting office.
• As a last resort, contact your designated travel administration staff for support so they can refer the incident to STP. STP will reach out to the hotel to educate the hotel staff on the VCN process.

12. What if I have to cancel my hotel reservation?

Please cancel in Concur or call the travel agency at (877) 454-8785 to cancel your hotel reservation. Please make sure to note the cancelation number for future reference if needed.  Keep in mind that the VCN does not change the requirement to comply with the hotel’s cancelation policy.   

13. What if I have to change my reservation?

Changes can be made to an existing hotel reservation in Concur 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 card.

If a change is made to the hotel supplier, the existing virtual card is canceled, and a new one is generated for the new hotel supplier, since the virtual card is supplier specific.

14. What are the hours of operation for the travel agency?

Normal business hours are Monday – Friday from 7:00 a.m. - 7:00 p.m. with after-hours services available.

You can reach the travel agency at (916) 376-3989 or toll-free at (877) 454-8785.

15. What do I do when I submit my Travel Expense Claim (TEC) if I have used a VCN?

Attach the hotel folio to your TEC making sure that the room rate, taxes, applicable fees, and hotel parking. You should note the expense as “department paid”. You must also submit your CalTravelStore/Concur itinerary with your TEC.

You will also be required to submit your hotel folio via the ConfermaPay app or email the hotel folio directly to your department’s accounting unit. A copy of the folio will be included in the monthly bank report to assist your accounting with the reconciliation process, as well as to ensure there are no duplicate payments made for any virtually paid hotel charges.

16. Who do I contact if I have questions related to VCN?

Contact your department or agency-assigned Travel Coordinator or Travel Manager. If you do not know who your assigned Travel Coordinator or Travel Manager is, please email STP at StatewideTravelProgram@dgs.ca.gov. 

17. Who do I contact if I have an issue with the ConfermaPay app?

If you have any issues with the Conferma Pay app, please email appusers@conferma.com and a Conferma representative will assist you within 24-48 hours.

TRAVEL COORDINATORS AND ACCOUNTING OFFICERS

1.  What are VCN accounts?

VCN accounts are a 16-digit card number issued under the terms of our contract with U.S. Bank that will be used to pay for hotel room and tax charges. Just like a traditional credit card number, but without the physical card, VCN accounts are transaction specific. VCN accounts 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 account is inactive for new charges. It is a similar direct bill process as to what the state is currently doing for airline and rental car bookings.

2.  When will this be available to my department?

On 01/01/2019, STP began a phased implementation of VCNs for all state agencies and departments. Departments will be notified in advance of the implementation schedule and STP will work closely with department liaisons to ensure a smooth rollout from beginning to end. If your department would like to implement VCN as soon as possible, please have your travel unit contact us directly at StatewideTravelProgram@dgs.ca.gov to set up an intake meeting.

3.  Does my department have to adhere to certain user requirements to use VCN?

Travelers and Travel Coordinators must go through VCN training before it is rolled out to the department. Accounting Administrators must also receive training on the new reconciliation process for VCN accounts. Your department must socialize the VCN requirements in order for your travelers to be eligible to use VCN. Travelers must include a copy of their itinerary with their TEC, and a shared email box should be set up so travelers can send a copy of their hotel folio to accounting.

4.  Is VCN mandatory?

VCNs are not elective for state agencies and departments, but they are elective for travelers to use. Please note that by the end of 2020, VCN will be activated for all state agencies and departments in Concur as an “option” for travelers to directly bill their hotel stays to the department while traveling on state business. State agencies and departments cannot choose to exclude employees from using VCN, as travelers are entitled to this program to minimize their financial burden while traveling on state business. Please contact Nhan Cao at Nhan.Cao@dgs.ca.gov if you need any further information.

5.  Is there a transaction or service fee charged to our department to use VCN?

There is a $5.00 fee to deploy a VCN for each hotel reservation, however, DGS will be paying the fee on behalf of your department due to increased program compliance. If, at any time, your department is not compliant with the STP user requirements, your department will be responsible for the $5.00 deployment fee. 

6.  Is there a system for Accounting Administrators and/or Travel Coordinators for VCN?

Yes, there is a web-based online reporting tool called SNAP for Accounting Administrators and Travel Coordinators to view all VCN deployments and transactions. SNAP will also allow you to download all hotel folios from those VCN transactions. Specific traveler data is collected which allows for easy reconciliation. Training on SNAP will be provided to Accounting Administrators.

7.  How will the VCN transactions be reconciled?

A new U.S. Bank centrally billed account and a centrally billed card will be established in Access Online under the Virtual Card Account (VCA) program. All VCN transactions will be charged to this account, generating its own statement for hotel transactions charged with a VCN. Similar to the U.S. Bank reconciliation process for your Central Travel Account (CTA) or MTG card account, you will have a VCN account reconciliation report to assist you, and all VCN transaction details in Access Online for auditing purposes. The VCA reconciliation report will provide a traveler name for each hotel transaction, and even accounting/billing code data if it is hard-coded in the traveler’s Concur profile. For training guides and video tutorials, please visit the Travel Payment Services Training page.

8.  Is there a system or mobile app for my travelers using VCN?

Yes, there is a mobile application that travelers can use to help make this new payment process easier. The application is called ConfermaPay and is available for most smartphones.  ConfermaPay allows the traveler to manage the VCN process for their hotel reservations. It will show the unique, 16-digit credit card number in the mobile app to the traveler 24 hours prior to check-in and 24 hours after check-out (in the event the traveler needs to provide this card number to the front desk). Additionally, ConfermaPay allows the traveler to refax the credit card authorization form if needed, and the ability to upload their hotel folio/invoice after check-out, which transmits to the SNAP reporting tool for easy download. 

9.    When should my travelers use VCN?

•  The traveler finds a hotel at the state rate or when the traveler finds a hotel at a higher rate that has been approved in advance (They have an approved STD255C);
• The traveler does not want to go through the hassle of getting a travel advance;
• The traveler doesn’t want to float the state’s travel on their personal credit card.

10.  Can I use VCN for conference rates and room blocks?

No. Conference rates and room blocks are generally arranged by a third party who works with the hotel hosting the event. These conference room rates are not loaded into Concur and require attendees to pay and register through a specific website.

11.  When shouldn’t my travelers use VCN?

• When the traveler makes a hotel reservation at a higher rate, does not have advanced approval, and/or plans to pay the difference out-of-pocket; When the traveler is attending a conference with a room block that requires them to book directly with the hotel;

• When the traveler books the hotel outside of policy and not through the two approved booking channels.

12.  How do my travelers make a reservation using VCN?

Your travelers can make their hotel reservations using Concur or by calling and speaking with one of the travel agents.  If they book on Concur, they will be presented with a drop-down menu to select the form of payment.  They would select Virtual Payment and continue with their booking on Concur as they would normally. 

If the traveler is calling to book with a CalTravelStore agent, they would let the agent know that they would like the hotel to be virtually paid.

13.  Can we use VCN to book for guests?

Guest booking with VCN is currently only available by calling CalTravelStore, (916) 376-3989 or toll-free (877) 454-8785. There is currently no functionality to use VCN for guest booking in Concur.

14.  What does the traveler do when they check in to 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 authorization form on file, the traveler can open the ConfermaPay app and resend the authorization form. For those travelers who choose not to use the ConfermaPay app, they can call (877) 454-8785 for assistance.

Travelers are still required to present a personal credit card for incidentals.

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

If they do not have a record of the VCN, the traveler has 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 (877) 454-8785 and speak with an agent.  For after hours, call the regular toll-free number and follow the prompts to speak with an agent. The agent will refax the form to the hotel.
• Option 3 – Use a personal credit card to pay for the hotel and submit as usual for reimbursement via the Travel Expense Claim process.  Any issues should be reported to the Statewide Travel Program at StatewideTravelProgram@dgs.ca.gov or (916) 376-3974. 

16.  What does the traveler do when they check out of the hotel?

The traveler should not use express check-out or the folio that is delivered under their door. They should make sure to allow enough time to check out in person at the front desk and double-check the last 4 digits of the card they have charged the room and tax to, to ensure it wasn’t the same card they provided upon check-in for their incidentals. If the hotel has charged the wrong card, the traveler should ask them to correct it and charge the room and tax to the VCN and any other incidental charges to their personal credit card. 

The traveler should request 2 folios, one for the VCN paid room and tax, and one for any personal/incidental expenses charged to their personal credit card. 

17.  What if the traveler has to cancel their hotel reservation?

The traveler can cancel in Concur or by calling CalTravelStore at (877) 454-8785 to cancel their hotel reservation. The traveler should make a note of the cancelation number for future reference if needed.  Keep in mind that the VCN does not change the requirement to comply with the hotel’s cancelation policy.    

18.  What if the traveler has to change their hotel reservation?

Changes can be made to an existing hotel reservation in Concur or by calling CalTravelStore.

19.  What does the traveler do when they submit their Travel Expense Claim (TEC)?

The traveler must indicate “Virtually Paid” on the hotel folio for room and tax.  The traveler will attach the folio (as usual) to their TEC, making sure that room and tax are not included as a reimbursable expense.  The traveler must include a copy of the itinerary with their TEC as the itinerary will note “A virtual payment for the hotel was deployed”.

A copy of the folio must be included in the U.S. Bank report to ensure there are no duplicate payments made for any virtually paid hotel charges. 

20.  Who do I contact if I have questions related to VCN?

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