Frequently Asked Questions

1. What are the travel policies of State Administrative Manual 4117? (Applies to Executive Branch agencies only)

The Statewide Travel Program (STP) 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 STP. 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 Travel and/or the state's contracted travel agency, CI Azumano for all air, rail, car rental and hotel reservations.

2. What are the travel policies of State Administrative Manual (SAM) 4117.1? (Applies to Executive Branch agencies only)

SAM 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 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.

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

With Preferred Hotel Program (PHP) properties, travelers have access to special rates, benefits and inclusions that have been negotiated with hotel properties. PHP offers rates at or below the published federal General Services Administration (GSA) rates, acceptance of Virtual Card Numbers (VCN), 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 (PHP) represents agreements between DGS and participating hotels. Properties listed as “Preferred” in Concur will meet the minimum requirements for PHP acceptance. Properties listed as “Most Preferred” in Concur will meet the minimum requirements, provide additional amenities at no extra cost and/or will have active sustainability programs in place. For more information on the Preferred Hotel Program, please email DGSHotelProgram@dgs.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.

13. 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 cancelation policy.
• Some properties include short-notice cancelations in their policy, but most require advance cancelation/notice 24, 48, or even 72 hours prior to the check-in time.
  
• If the property does not provide for last-minute cancelations in their policy, it is important to cancel the reservation directly with the hotel and not in Concur.
  • If you cancel in Concur, you will not receive a cancelation number, which increases the probability that the hotel will not receive your cancelation.
• 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 cancelation 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 discretion as to whether they want 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 cancelation fee/no-show fee/cancelation penalty.
  • If the hotel is uncooperative, then the Travel Coordinator shall contact StatewideTravelProgram@dgs.ca.gov or Katy.Harlow@dgs.ca.gov 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.

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. 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).

3. 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.

4. 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.

5. 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.

6. 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.

7. 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).

8. 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.  

9. 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.

10. 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.

11. 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.   

12. 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.

13. 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.

14. 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.

15. 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. 

16. 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 support@conferma.zendesk.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.   

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 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 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 an agency's name and used in their Concur site to charge business travel (air, car, rail, travel agency fees), and is on file with the state's contracted travel agency 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 agency?  Does our agency have a travel coordinator?

STP maintains an agency travel contact list which includes travel coordinators, managers, and accounting contacts compiled from information provided by the agencies.  You can contact StatewideTravelProgram@dgs.ca.gov to request your agency's travel coordinator information or submit updated agency contact information. 

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

Contact your agency'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 agency?

Each agency 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.

7. Who's who in State Travel?

Who's Who in State Travel

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?

It is not possible to book a GPS with a rental vehicle via Concur Travel. Executive Branch agency travelers are prohibited from adding GPS navigation systems to vehicle rentals. 

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:

1. Login to Concur.
2. Click on Profile > Profile Settings >System Settings
3. Go to “Email Notifications.”
4. 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.

2a. I have a Southwest unused ticket credit. How can I use that credit to pay for a future business flight?

At this time, ticket credits are visible in Concur profiles but cannot be selected during the booking process. Travelers with an unused ticket credit must book a new flight 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.

2b. What if the Southwest ticket credit is past the 12-month "expiry" date?

If a Southwest ticket credit is past the 12 month "expiry" date and the traveler has an upcoming trip with a Southwest flight, the traveler or Travel Coordinator needs to call the travel agency at 877-454-8785 and request to use a Southwest unused ticket credit that was issued over 12 months ago. Be prepared to provide all information related to the credit. 

If a Southwest ticket credit is past the 12 month "expiry" date and the traveler has no immediate travel plans, the Travel Coordinator needs to send an email to StatewideTravelProgram@dgs.ca.gov requesting assistance with pulling the ticket from the traveler's Rapid Rewards account and converting it to UATP, if possible. The email must contain all information related to the credit (ticket number, PNR, travel dates, origin and destination airports, traveler name, etc.). 

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?

State Administrative Manual (SAM) Section 4117.1 outlines airfare purchasing requirements for Executive Branch agencies and their employees. 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 be booking 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. 

7. 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.

8. 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 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 toggle the 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 your agency Travel Coordinator(s) if you need assistance finding 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 Concur Travel profile?

Yes.

2. When I enter my credit card number to make a hotel reservation, 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 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, keep in mind all Executive Branch agencies 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 the online booking tool, Concur Travel or by calling the state's travel agency and speaking with one of the travel agents.

6. With the SAM 4117 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)

This depends on the nature of the travel and circumstances under which a hotel is booked outside of the Statewide Travel Program. Information on allowances and reimbursements can be found on the CalHR website under "2200 - Travel/Relocation."

HOTEL – VIRTUAL CARD PROGRAM (Only applicable to agencies that have implemented the Virtual Card Program)

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

VCNs are a 16-digit card number issued under the terms of our Travel Payment Services contract that is used to pay for hotel room and tax charges. Just like a traditional credit card number, but without the physical card, VCNs are transaction specific. VCNs 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/Executive Branch employees must have an approved STD 255C).

3. When shouldn’t I use a VCN?

• When booking a hotel at a higher rate, without advanced approval and plan to pay the difference out of pocket.
• When attending a conference with a room block that requires booking directly with the hotel.
• When a hotel is booked 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 seek reimbursement from your agency. 

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 cancelations 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 canceled 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 cancelation 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 cancelations?

Cancelations can be made via the Upcoming Trips or Trip Library tabs on Concur Travel. You can also call (877) 454-8785 to make cancelations. Note: Canceling a Southwest reservation on Concur when you have already checked in for your flight will generate a cancelation 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 cancelation 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 cancelations 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.