However, all corporate preferred travel programs experience some leakage at one point or another.   The loss of transactions through the corporations recommended reservation system or the loss of spend and performance with the contracted suppliers proves difficult for both the buyer and supplier side.   Controlling slippage to achieve contracted terms and policy compliance is fundamental to effective travel management.   The most important key is to communicate to travelers the emphasis on policy and reasons for compliance.

Most travelers do not understand loss of market share or loss of transactions, they care about seeking the better deal and perhaps doing the company a favor.  Travelers are not realizing the company is losing the ability to track spend which weakens future negotiations with vendors, much less the program benefits associated with preferred rates.   A common argument for employees using an alternative website or alternate TMC for booking air is they are perceived to be booking a cheaper airfare or avoiding a transaction fee.  What they may not know when using an alternate website is the pricing does not include taxes and other up- front fees.

Hotels seem to be the largest area of slippage for many companies.  According to recent publications, only fifty percent of hotel bookings are captured through travel management companies.    This is attributed to hotels offering rates through leisure sites and frequent stay membership perks that employees feel they will not receive if booked through their travel management company (TMC).   Employees also think they are getting better deals with car rental companies whose leisure rates may be lower – but they do not include the insurance coverage that should be required for all renting employees.

The answer to the problem is measuring the extent of the leakage and implementing a plan to control it.   The first step is to find out the percentage of leakage through the company’s expense reporting tool.  This will show, through original receipts, how much of the travel was purchased outside of the travel program.  For example, all hotel folios can be matched up with passenger name records (PNR) history, the airline receipts will show the dedicated airline reporting corporation (ARC) information indicating the airline ticket was purchased through the TMC and the rental car will show the designated corporate ID on the receipt.  All these elements will give you an excellent indication of who is following processes and procedures.  Or, if original receipts are not required by the organization, using available data through the TMC, credit card and vendors to find the source of purchase is necessary to track and educate.  This provides the ability to measure travel policy compliance by aggregating and comparing credit card data against your travel data.

Once the offenders are determined, the second step to reduce or control leakage is to develop a well thought-out communication program between upper management and the employees.  By showing upper management the negative impact to the program, you have better buy-in and the support you need.  When word comes from the top, employees will listen.   The employee must understand that they will forfeit his/her right to the following benefits provided through the company’s managed travel program:

• Insurance Coverage - Travel Accident Insurance is typically provided by the TMC in addition to the corporation’s own insurance.
• Profile Information - Specific profile information (i.e. frequent flyer, special requirements, etc.) on file with the TMC will not automatically be available to the travel vendors.
• Reservation Assistance - Flight cancellations, changes and refunds must be processed by the traveling employee through the channels in which they purchased their travel, as the TMC or the travel department are unable to assist travelers with reservations made outside of the managed travel program.
• Receipts - Ticket receipts, itineraries and copies of either, will not be available from the TMC.
• Employee Tracking - Employees will be responsible for advising managers, corporate security and the travel departments of their travel plans to ensure safety and security of the employee.
• Reconciliation Assistance - Due to lack of insight into travelers’ records, reconciliation assistance provided by TMC and/or the travel department is diminished.
• Unused Tickets - Employees will be responsible to ensure unused tickets purchased through alternate websites are used towards future business trips.  Reimbursement of unused tickets can be delayed.

In addition to the communication plan, restrictions can be applied to both on-line bookings and off-line bookings and reinforced when rules are broken.  When employees are educated on the benefits of their company’s managed travel program, they are more likely make better decisions and in turn, improve compliance and cost savings.

by Stefanie Tretola

The Government Rental Car Program creates a competitive environment among the participating rental car companies, which benefits the government.  The program includes significant benefits to the government personnel that are not available to the general public.  Some of the benefits are:  Free collision damage waiver insurance.  Unlimited mileage.  Reduced age restriction to 18 (not 25) for official travel.  No underage driver’s fees.  No fees for additional government drivers.  Quality control of cars and service.  Online booking capabilities in E-Gov Travel Service (ETS) and Defense Travel System (DTS).  Traditional booking capabilities through Travel Management Center (TMC) and Commerical Travel Office (CTO).  Car class upgrade coupons from a variety of vendors.  (Leisure rentals are not part of this government program).

The agreement requires the rental car companies to maintain insurance coverage or a qualified self insurance program which protects the government and its employees from liability for personal injury, death and property damage.   A car rented by other means other than the government travel systems risks not receiving the benefits of the Government Car Rental Agreement.

Renters are advised to contact the car rental company immeditely upon damage or loss of the vehicle.  Any disputes between parties is handled by DTMO .

The government issued charge card is the preferred method of payment to the rental car companies, but the rental car companies are required to accept cash, personal checks or credit cards.  (Where prior arrangements have been made, charges may be put on a centrally billed account).

By: Kathy Runion

The contents of this message are mine personally and do not reflect any position of the Government or my agency.

When traveling on temporary duty within the Continental United States (CONUS) your planning can be less extensive compared to the necessary planning for traveling Outside Continental United States (OCONUS). There are basics that do apply to both types of travel, which will now be discussed.

In order to make your home more secure, it is important to suspend any newspaper delivery as a large number of papers on your porch alerts people that you are not home. It is also a good idea to have the post office hold your mail. If you have lawn care to consider, make sure you have automatic sprinklers or ask a friend to come over and water for you. It is a good idea to have timers for your house lights as well, so the house does not sit dark for long periods of time. These precautions help decrease the vulnerability of your home, as well as protecting your identity. Travelers should create a list of everything that is needed for the trip especially legal documents, such as passports.  Make sure to apply for a passport early to be certain it arrives in time for travel.    If you are traveling OCONUS, it is critical to learn a little about where you are going, and any alerts that may prevent problems.  The U.S. Department of State offers assistance with both of these on their website ( http://travel.state.gov/). In order to stay healthy while traveling abroad, immunizations should be current.  The World Health Organization (http://www.who.int/en/) and Centers for Disease Control and Prevention (http://www.cdc.gov/) websites are good resources to access in order to get up to date health information on places you are visiting. Include a first aid kit in your luggage for minor injuries and illnesses that do not require medical attention.  A few basic items that are necessary are:  calamine lotion, antiseptic cream, insect repellent, headache medications, and antidiarrhea tablets.

In addition to preventing serious illness with immunizations, packing a sufficient supply of prescription medication will help to keep travelers healthy. Prescription medications should be stored in their original packaging and stored in carry on luggage.

Check your health insurance policy and confirm the extent of coverage it provides for travel. Investigate a travel health insurance policy, including coverage for changes to the itinerary, emergency repatriation for health reasons, hospitalization, and medical care in case of illness or accident.

Below are some companies who specialize in travel health insurance:

• International SOS Membership (http://www.internationalsos.com/buymembership/index.cfm?dcsCode=travelmed20)
• Passport Health (http://www.passporthealthusa.com/)
• Travel Insurance Center (http://www.worldtravelcenter.com/eng/index.cfm)
• HTH Travel Insurance (http://www.hthtravelinsurance.com/index.cfm)

It is a good idea to research the place you are traveling to prior to going. The CIA World Fact book (https://www.cia.gov/library/publications/the-world-factbook/) can assist in your research. It is best to do research and gather information on the layout of the airport where you will be arriving.  The World Airport guide (http://www.worldairportguide.com/airport/) is a useful website.

Look at a few guide books prior to arrival, in order to find activities, restaurants, and recommended places to visits. A few popular guides that can assist in this planning are: Frommer’s (http://www.frommers.com/), Lonely Planet (http://www.lonelyplanet.com/), and Rough Guides (http://www.roughguides.com/).

It is best to arrive during daylight hours.  When using public transportation to go from the airport to the hotel, look at the respective transportation websites.   If you are going to use the taxi as your means of transportation, never take a taxi that seem to be hanging around offering its services, instead use the taxi queue.  If you are traveling by rental car prior to leaving with the rental car complete the following checks:

Start the car and let it idle with the AC on while you are checking it over.

• Current registration — Will it remain valid throughout rental?
• License plates — must have 2 in most countries.
• Burglar alarm, crook lock, or other anti-theft device — how does it work? What is the code?
• Seat belts
• Tires — Check the pressures and tread on all tires including the spare. A patch at the edge of the tread is dangerous and unlikely to last.
• Jack — make sure it works.
• Lug nut wrench & key for lug nut locks
• Headlights, taillights and turn signals
• Brake lights and backup lights
• Air conditioning — Does it cool adequately?
• Heater (cold climates)
• Power steering — If it makes a noise at full lock, check the fluid level.
• Clutch
• Shift linkage
• Brake pedal travel
• Brake fluid level
• Exhaust & muffler — Noisy? Is the rear hanger missing?
• Locking front wheel hubs (4X4) — Engage for 4WD, disengage for 2WD.
• Speedometer & odometer — Do they work?
• Horn
• Doors and locks — Can all doors be locked?
• Windows — Do they work?
• Trunk lock – Disconnect remote trunk release.
• Glove compartment lock
• Wiper blades
• Wiper action
• Add water to windshield washer reservoir.
• Side-view mirrors — Are they present? Do they have original glass that can be adjusted?
• Oil level
• Coolant level — any obvious leaks?
• Temperature gauge — Where is the needle after the car warms up?
• Handbrake
• Idle — rough, surging?
• Check Engine light — should not come on.
• ABS light — should not come on.

Was the car wrecked? Totaled cars from the US are shipped to Latin America, where they are rebuilt (sort of) and put back on the road in unsafe condition. Check for panel alignment, cheap replacement glass and panels, mismatched paint, overspray, and bondo. Missing airbags might be difficult to detect.

• Dents, scratches, chips, and missing trim — make sure they are noted on the delivery survey form.
• Missing anti-roll bars or other suspension parts — should be noted on survey form.
• Cracks and chips in windshield and windows — should be noted on survey form.
• Interior light
• Lighter socket (for 12-volt spot light)
• Radio. If it has a removable face plate, remove the face plate and place in glove compartment.
• Seat adjustment — Do the seats recline? (Essential for sleeping in the car.)
• Bumpers
• Transmission or differential leaks?
• Engine oil leaks? You may see smoke after the car warms up if oil is dripping onto the exhaust manifold.
• Gas gauge — does it work?
• Gas tank cap — does it fit?
• Ask if a duplicate set of keys is available.
• Check clearance and location of the lowest spots.
• Sniff interior for durian odor (SE Asia).

Brazil only: Don’t accept an alcohol-fueled car. It may be impossible to start on a cool morning and may stall frequently.

These are just a few tips that most travelers should follow no matter what the length of their trip or destination.  If you are conscientious in your planning then your trip will go smoothly.

By: G.W. McCurtis

Did you know: That a driver’s license issued to military personnel does not expire as long as the individual remains in military service, as so stated on the license, and such licenses will be accepted regardless of the date of issuance or expiration. Random drivers’ record checks are permissible under the US Government Car Rental Program and are at the expense of the Company.

by Kimberly Hubbard

As an example, car rental companies will try to upsell a traveler by offering additional insurances, GPS systems, larger vehicles, sporty or hybrid models.  All of which are not reimbursed by our organization.  Also, a traveler may not realize they are being charged an additional amount for the vehicle being offered if it happens to be a larger vehicle.

What we’ve done to alleviate all the backend hassles of trying to recoup extra dollars spent on miscellaneous fees, is put together a training manual on how to travel effortlessly.

This material includes a car rental section which gives step by step instructions for travelers to understand all the miscellaneous offerings that are not reimbursed by the organization.  Here’s a brief summary:

• Step 1 – Always sign up with the preferred vendors rental program.  By doing this, it ensures that negotiated rates are always purchased and the necessary insurance coverage is included within the quoted rate.  And most importantly, the ability to bypass the rental counter to avoid the additional offerings.

• Step 2 – Book the vehicle through preferred method of on-line booking or through TMC.  This again, ensures proper rates and necessary coverage, as well as reporting capabilities for travel management.

• Step 3 – Make sure you check the vehicle for damage prior to taking off the lot.  This alleviates the many damage claims that are received because travelers often forget to do this.  This is a rampant problem with international bookings and becomes a lengthy hassle to resolve.

• Step 4 – Upon return of the vehicle review your receipt prior to leaving for your flight home.  This helps the traveler reconcile correct charges when filing an expense report.  There are times when a vendor will accidentally charge for excess mileage, gas or fees that should not have been applied.  Taking care of this prior to leaving ensures there will be no hassles when the expense reporting department receives the bill.

By following these four simple steps, our travelers can ensure a smooth, successful trip and not have to worry about reconciling items that they did not ask for, or expect.   This has helped to cut down on the many receipts that have been received with extra charges for travelers that are not aware of vendor upselling techniques.

by Stefanie Tretola

Do I need to buy the additional insurance?

What hotels offer per-diem rates in this city?

These are just some of the questions we travel managers face on a daily basis. Getting the best value in travel services is a primary function of our job, but more importantly it is to educate the travelers on how to use the travel program.    We sometimes forget that some travelers may only travel once a year on official business and have either forgotten or have never used the rules and procedures to travel.

Developing a web page with frequently asked questions is one great way to educate.  When I first took over travel management for the State nine years ago, my phone would constantly ring with the same questions.   The day I spent assembling the questions along with the answers saved me a great deal of time I spent on the phone each week. Travelers also appreciated having the information at their fingertips.

Another tool is yearly forums or workshops for travel preparers.   The state has been conducting these forums for 8 years.  It is a great venue to introduce contract changes, provide a refresher course on using the online tool, reviewing the travel policy and discussion on what is and what isn’t working with the travel program.  People need to feel like they are being heard, and this forum provides that avenue.

After taking the 12 exams on the CGTP course, an idea I now have is to develop a simple test at the traveler level that is required by all travelers to take.  The test would center on the travel policy, vendors and proper processes.  If this can be accomplished, it will be another great way of educating the traveler.

As I mentioned above, I believe that education on travel is our most important job.  This ensures travel policies are met while allowing the traveler to complete his mission on the most cost effective basis.

by Tim Hay

If the traveler wants to include personal use of a rented vehicle, the cost of that use may not be claimed.

Some travelers arrive at the temporary duty point early, and remain there after duty is completed, and wish to use a rental vehicle for that additional personal time.  The traveler must inform the rental agency that a portion of the time for which the vehicle is rented is for personal travel, not official business.

If the traveler takes a trip away from the temporary duty point, such as on a weekend or other non-workday or at any other off duty time for personal reasons, that use is not official and the expenses incurred may not be claimed.  The traveler must discuss such personal use of the vehicle with the renting agency, as the necessity for insurance and the rental rates that will be charged may be affected.

The government does not reimburse insurance except when vehicles are rented in foreign countries.  However, if damage occurs while the traveler is acting within the scope of his or her duties, the government will pay the damages.  Personal use of a rental vehicle is not within the scope of the traveler’s duties.

There has been some confusion as to whether you can rent a car and use it for pleasure on the weekend during official travel and be reimbursed.  Currently, the regulations do not authorize such use.

By: Robyn Rice

“The contents of this message are mine personally and do not reflect any position of the Government or my agency.”