1. Who is ADTRAV?

ADTRAV Travel Management (ADTRAV) has thirty years of experience with over $100 million in annual sales.  Ranked as the third largest provider to civilian agencies of the Federal Government, ADTRAV currently has contracts with the General Services Administration, Department of Veterans Affairs, Department of Energy, Office of Personnel Management, a number of smaller agencies/companies, and CARE (company who travels to more than 45 of the poorest, most difficult to reach countries in the world).

2. Are there exceptions to the mandatory requirement for employees to use
ADTRAV when making reservations for common carrier transportation, lodging,
and car rental?

Yes, although it is mandatory that you use ADTRAV for all official travel, there are a few exceptions when making reservations for common carrier transportation, lodging, and car rental:

1)  Lodging for conferences;
2)  Lodging when travelers cannot plan in advance where they will lodge
     from one night to the next; and,           
3)  Rental car reservations when travelers cannot plan in advance when they      will rent a car from one night to the next.

3.  How does ADTRAV provide travel management services to the Department?

ADTRAV serves the Department from three onsite offices (HCHB, NOAA, and NIST), one established reservation (call) center, and regional offices in Anchorage, AK and Honolulu, HI.  Each location has travel agents dedicated to the DOC account and trained for DOC-specific needs.  A VIP agent and passport agent will be staffed in the HCHB onsite location.

4. What are the hours of operation?

The core hours of operation will be 8:00 a.m. until 6:00 p.m. local time, Monday through Friday, at all on-sites. (Alaska will open at 7:30 a.m. and close at 6:00 p.m. local time). The reservation center is available 24 hours a day, 7 days per week, 365 days per year. The telephone number for the reservation center is 1-866-430-8929. (Please note there is a $15 transaction fee when calling the call center before/after the core hours). 

Transaction Fees

6. What does it cost to call an ADTRAV travel agent?

A transaction fee is charged each time an airfare or train ticket is issued.  The transaction fee is slightly less when booking a “car and/or hotel only” reservation.

The fee structure from October 1, 2008 through September 30, 2009 is as follows:

7. When is the transaction fee charged?

The transaction fee is charged when a ticket is issued.  Fully refundable contract city pair fare tickets will be issued three business days in advance.  All other tickets will be issued when the approved travel order is received.  Travelers must request the agent issue a ticket earlier or later, as necessary.  An additional transaction fee will apply when another ticket is issued because of a change to the itinerary.

Profiles

8.   What is a profile and what is it used for?

A traveler profile provides ADTRAV with valuable information needed to book a trip, provide tickets, and meet your travel needs.  It includes information such as your ticket delivery address, phone number, e-mail address, charge card number, preferred airport, frequent flyer numbers, preferred seat request, preferred hotel arrangements, and any special needs you may have.  A profile must be completed prior to arranging travel. Profile building can be done by you or if your office has a travel planner, he/she can create a new profile for you.  You must enter the required information into your traveler profile before calling ADTRAV to arrange travel.

9.   How do I create a new profile?

Profiles are web-based and allow you to access your profile anywhere there is internet access.  Step by step instructions can be found at the following link: www.rezprofiler.com. 

10. How long does it take to activate a profile with ADTRAV?

Profiles are uploaded into the ADTRAV system every evening.

11. Will I be able to store my frequent flyer miles, rental car and hotel club points in my profile?

Yes, the ADTRAV profile will store your frequent flyer miles, rental car and hotel club points.

Obtaining Service

12. Where should I call if I have a non-reservation question?

Call the ADTRAV Help Desk at 1-866-430-8029 for non-reservation questions.  The ADTRAV Help Desk directs functionality and policy related calls away from the agents, allots more time to spend with the customer, and troubleshoots e-mail issues and DOC policies and procedures.

13. In case of emergency, how do I contact ADTRAV during non-core business hours?

Call the ADTRAV toll-free number if you need emergency assistance at 1-866-430-8929.  If your call is not an emergency (emergency is travel within 24 hours), you will be instructed to call during core business hours (8:00 a.m. – 6:00 p.m. EST, all day Saturday and Sunday).  The fee for after-hour services is $15.51.

14. Can I book my travel reservation online?

No, all reservations must be made through a DOC onsite location, ADTRAV regional office, or the reservation (call) center.

15. What is required from travelers before airline tickets will be issued?

Except as noted below, travelers must fax travel orders and/or trip authorizations to their servicing ADTRAV office when approved, but no later than two business days prior to travel to ensure that airline tickets are issued.  Travel orders may need to be faxed sooner for non-refundable or restricted fares.  ADTRAV will not issue tickets without approved travel orders and/or trip authorizations.  It is important to include airline ticket cost (or best estimate), departure airport, and arrival airport on all travel orders.  Blanket travel orders must accompany all trip authorizations faxed to ADTRAV.

(NOTE: NIST & NTIA Boulder - Employees using Travel Manager do not need to fax travel authorizations to ADTRAV.  Authorizations should be approved at least 5 days prior to the date of departure and approved travel authorizations will be forwarded to ADTRAV by the NIST Travel Office staff).

16. Are travelers required to provide ADTRAV with social security numbers?

No, travelers should not provide ADTRAV with their social security number.

Unique Travel

17. How do I make arrangements for premium class travel?

All premium travel requests must include a CD-29, Travel Order, and CD-334, Request for Approval of Extra Fare Air Accommodations, with matching dates and appropriate approval.

18. Does ADTRAV provide travel services to the Department’s invitational travelers?

Yes, ADTRAV will provide service to invitational travelers who have an approved authorization.

19. Does ADTRAV arrange international travel?

Yes, ADTRAV has an International Rate Desk that ensures the lowest possible rates and best itineraries for all international tickets.  The rate desk agents are skilled in the complex process of calculating international airfares taking into account various routes, current exchange rates, special pricing techniques, Government city pair contracts and ADTRAV negotiated discounts.

20.  Can I arrange a train reservation with ADTRAV?

Yes, ADTRAV will arrange train reservations if the traveler has an approved travel order.

21. How does ADTRAV handle blanket travel orders?

Once you fax your blanket travel order to ADTRAV, it will be electronically stored in ADTRAV’s Rezprofile system.  If you need to cancel the blanket travel order before the ending date indicated on the order, you must send ADTRAV an updated travel order indicating to cancel the action.

22. How will employees in Alaska make travel arrangements?

ADTRAV has a regional office in Anchorage, AK to arrange travel.

          Alaska
            US Travel, Inc.
            999 East Tudor Rd, Ste 200
            Anchorage, AK 99503
            Phone (907) 561-2434
            Hours 7:30 a.m. to 6:00 p.m., Monday through Friday
            Fax (907) 561-7495

23. How will employees in Hawaii make travel arrangements?

ADTRAV has a regional office in Honolulu, HI to arrange travel.

          Hawaii
            Panda Travel, Inc.
            1017 Kapahulu Avenue
            Honolulu, HI 96816
            Phone (808) 738-3300
            Toll-Free (888) 726-3288 (#6)
            Email   corporate@panda-group.com
            Fax (808) 738-3375

24.  Will ADTRAV arrange my travel if I combine official travel with personal travel?

No. The contract between DOC and ADTRAV is for official business only.

25.  How does a traveler submit comments about ADTRAV?

There are several ways that travelers can submit comments about ADTRAV:

          (1) by contacting the Executive Services Division at 202-482-4846;

          (2) by filling out the survey for ADTRAV services at
               www.osec.doc.gov/oas/e-travel-survey/; or

          (3) go to www.adtrav.com and click on Feedback which is located at the bottom
               of the page on the left side