©TravelpoolEurope f.m.b.a 2017 page 1 af 9
Q&A overview
Content
TPEnet ........................................................................................................... 3
How do I edit my profile information at TPEnet? ................................................ 3
How do I change my password at TPEnet? ........................................................ 3
What do I do if I have forgotten my password for TPEnet? .................................. 3
What do I do if I have forgotten my username for TPEnet? .................................. 3
What do I do if I am having problems logging on to TPEnet? ............................... 3
TPE – Travel Management General: ................................................................ 4
During which time period can I contact the Travel department? ........................... 4
How should I book my travels? online or by phone or e-mail? .............................. 4
What level of service can I expect from the Travel department? ........................... 4
Can I be sure that the offered travel option is the cheapest? ............................... 4
Can I get any training in how to use the online booking tool? .............................. 5
Where will corporate agreements be held in the system? .................................... 5
Booking: ......................................................................................................... 6
Who do I contact if I need assistance with my online booking? ............................. 6
How long response time can I expect when making an online booking? ................. 6
How long does it take from time of booking until ticket is issued? ......................... 6
How do I get the cheapest price on complex trips with multiple combination options?
................................................................................................................. 6
Can we be sure we get the best prices via TPE? Compared to other booking sites? .. 6
What confirmation details will I receive? ........................................................... 7
What is the timeframe if I wish to cancel my booking? ........................................ 7
Can I book travel for several people at once? .................................................... 7
If you book travel for people from different business units, how will this report
against invoice? ........................................................................................... 7
Where in the online booking tool can I see what I have booked? .......................... 7
Flight: ............................................................................................................ 8
Does the Travel department prefer particular airlines? ........................................ 8
Am I always guaranteed an aisle or window seat? .............................................. 8
If I book lowcost airlines and want to add luggage, how do I do this? .................... 8
How are the mileage points I acquire on my flight bookings distributed? ................ 8
©TravelpoolEurope f.m.b.a 2017 page 2 af 9
How can I identify an airport that is near a location I do not know? ...................... 8
Train: ............................................................................................................. 8
How do I book train? ..................................................................................... 8
Hotel: ............................................................................................................. 9
How do I know which hotels are corporate hotels? ............................................. 9
Why can I get several different rates on a given hotel on the same date? .............. 9
Group travels, Meetings and Events: .............................................................. 9
Who do I contact if I need to book group travels, meetings and events? ................ 9
©TravelpoolEurope f.m.b.a 2017 page 3 af 9
TPEnet
Question
Answer
How do I edit my profile
information at TPEnet?
When you are logged on to TPEnet you can edit your
profile information. This is done by clicking edit my
profile which you can find below your name at the top
of TPEnet’s front page. Here you can edit your personal
details, contact information as well as travel
preferences and loyalty programs etc. Notice that the
editable details relates to whether your company uses
both travel- and expense management via TPE.
How do I change my password at
TPEnet?
When you are logged on to TPEnet you can change your
password. This is done by clicking change password
which you can find below your name at the top of
TPEnet’s front page.
What do I do if I have forgotten my
password for TPEnet?
If you have lost or cannot remember your password
you may click on Forgot your Password on TPEnet’s
login page. Fill out the field with your username. Your
password will then be sent to your email address.
What do I do if I have forgotten my
username for TPEnet?
If you have lost or cannot remember your username
you can click Forgot your username on TPEnet’s login
page. Fill out the field with your email address. Your
username will then be sent to your email.
What do I do if I am having
problems logging on to TPEnet?
If you encounter difficulties in the login process, please
contact our online support via online@tpe.org.
©TravelpoolEurope f.m.b.a 2017 page 4 af 9
TPE – Travel Management General:
Question
Answer
During which time period can I
contact the Travel department?
Opening hours vary depending on your situated country,
please find information on each local travel department
via TPEorg.
How should I book my travels?
online or by phone or e-mail?
It is easy and fast to book car, hotel and flights online,
but in cases with more complicated flight journeys, we
recommend that you contact the Travel department by
phone. This applies for example to round trips, trips
which need to take several parameters into account, or
trips where you have a very flexible itinerary.
Online Train booking is only available for certain
countries which are Germany, United Kingdom, France
and Sweden. For all other countries, bookings must be
done offline via phone or E-mail.
You will have access to online train booking via the
online tool, if it has been agreed with your company
management.
Booking group travel should always be done via email to
avoid misunderstandings, but it is of course always
possible to call and ask for advice.
What level of service can I expect
from the Travel department?
TPE always strive to provide its members with the best
service. This service is based on the service level
agreement which has been agreed by all local Travel
department and your company.
Can I be sure that the offered
travel option is the cheapest?
The Travel department searches all booking sources
when presented with a travel request, including prices on
the internet. The Travel department has access to all
published prices as well as discount deals with many
airlines and routes. In case you should be able to find
your trip cheaper elsewhere, please contact TPE
immediately.
©TravelpoolEurope f.m.b.a 2017 page 5 af 9
Question
Answer
Can I get any training in how to
use the online booking tool?
The last Monday of every month TPE online support
offers a web seminar for everyone in need of improving
their skills and knowledge with the online booking tool.
The only thing you need to participate is a computer and
internet connection.
A week before each seminar we send out invitations to
all travel bookers who have booked travel online within
the last month.
If you are interested in participating in a web seminar,
please feel free to write an email to info@tpe.org
Where will corporate agreements
be held in the system?
©TravelpoolEurope f.m.b.a 2017 page 6 af 9
Booking:
Question
Answer
Who do I contact if I need
assistance with my online booking?
Please contact Online support who will be available Monday
to Friday during office hours. Office hours can be found here.
How long response time can I
expect when making an online
booking?
An online booking is confirmed when finished, and a
confirmation is sent immediately to your email. However,
all tickets are issued as close to departure as possible to
ensure the possibility of making changes or cancellation
without additional costs. Preliminary bookings (On Hold)
you should confirm yourself to ensure issuing of ticket.
How long does it take from time of
booking until ticket is issued?
All tickets are issued as close to departure as possible to
ensure the possibility of making changes or cancellation
without additional costs.
Preliminary bookings (On Hold) you should confirm yourself
to ensure issuing of ticket.
If you want your ticket issued faster, you should therefore
inform the Travel department of this when you book.
How do I get the cheapest price on
complex trips with multiple
combination options?
Complex trips often have many combination options and
the price can vary greatly in relation to parameters/criteria
such as travel time and ticket flexibility.
In most cases you will get the best price by calling or
emailing the Travel department when you need to book
trips with several combination options.
When dealing with many combination options it is easier to
provide you with the best counselling over the phone, since
this makes it easier for us to consider your requests and
requirements with relation to price and travel time.
Can we be sure we get the best
prices via TPE? Compared to other
booking sites?
TPE always attempts to find the best prices for our
members and we are always actively working to improve
the clarity and transparency of these.
To ensure access to the best prices in the market, we
collect prices via several sources such as search engines
like HRS and booking.com and direct connect setups with
several suppliers in addition to what is available in the
global reservations system Amadeus.
©TravelpoolEurope f.m.b.a 2017 page 7 af 9
Question
Answer
What confirmation details will I
receive?
You will receive a confirmation showing all booked
flights, hotels, car rental including prices, calendar sync.
links, seat maps, online check-in links etc. Date of issue
is to be found under ticket information on the
confirmation.
What is the timeframe if I wish to
cancel my booking?
Cancelation rules will vary within travel category and
vendor as well as the different type of fares, room
categories etc. Airline Low cost carriers cannot be
cancelled. Most Economy class fares have a 24-hour
deadline. Premium and Business can usually be held until
day of departure.
For categories such as hotel and car rental, you can find
information of exact conditions when booking online.
If you book offline, we recommend you ask your travel
consultant for advice.
Can I book travel for several
people at once?
Contacting the travel department, you may book a trip
for up to nine people in one booking. If you need to book
larger groups (9+) you should contact the group travel
department.
The online system allows you to book for 4 people in the
same booking.
If you book travel for people from
different business units, how will
this report against invoice?
If booking for company employees: The invoice will
be send to the business unit on each traveller’s
profile. If booking for a guest: The invoice will be
send to the business unit of the travel requester.
Where in the online booking tool
can I see what I have booked?
Click on ‘Travel Manager’ on TPEnet and then on ‘My
Trips’ on the Personal Portal.
©TravelpoolEurope f.m.b.a 2017 page 8 af 9
Flight:
Question
Answer
Does the Travel department prefer
particular airlines?
The Travel department always attempts to find you the
cheapest solution and does not have preferences when it
comes to airlines.
Am I always guaranteed an aisle
or window seat?
If you add a seat preference to your profile this will be
taken into account when making your bookings.
However, the Travel department cannot guarantee that it
is always possible to get the seat of your choice, as it
depends on ticket price and airline.
In case your seat request is not possible to fulfil, this will
be stated in the confirmation email you receive from the
Travel department.
If I book lowcost airlines and want
to add luggage, how do I do this?
You will be forced to enter the number of checked
luggage before you can complete the booking.
How are the mileage points I
acquire on my flight bookings
distributed?
This depends on the travel policy of your company.
How can I identify an airport that
is near a location I do not know?
You may use tools such as this travel calculator:
http://www.travelmath.com/nearest-airport/
Train:
Question
Answer
How do I book train?
Online Train booking is only available for certain
countries; Germany, United Kingdom, France and
Sweden. For all other countries, bookings must be done
offline via phone or E-mail.
Find contact details for the travel department here.
You will have access to online train booking via the
online tool, if it has been agreed with your company
management.
©TravelpoolEurope f.m.b.a 2017 page 9 af 9
Hotel:
Question
Answer
How do I know which hotels are
corporate hotels?
In the online booking tool, hotels where a company
agreement rate is available will be clearly marked with a
specific logo.
Why can I get several different
rates on a given hotel on the
same date?
Be aware that the online system collects rates from
several booking sources to ensure travellers the best
daily rate possible thus it is important to read the
payment and cancelation conditions stated before
choosing a specific rate.
Group travels, Meetings and Events:
Question
Answer
Who do I contact if I need to
book group travels, meetings and
events?
In cases where 10 or more people are travelling
together, or you need help with meetings or events,
please contact the group or conference department.
You can find the contact details here:
[email protected]rg or
[email protected]