Has travel policy changed?

Apart from Voyager Travel becoming the University’s preferred supplier, policy has not changed.

Who are the University’s preferred travel suppliers?

• Voyager Travel Corporation and Serko Online
• Thrifty Car Hire
• Qantas

Travel Profiles

I travel on University business. How do I complete a travel profile?

Follow the link to the Voyager Travel website.

Complete and submit your profile. Please allow 24 hours for a profile to appear on the Serko Online system.

I don’t have a University Credit card but I travel frequently.

Staff travelling on University business more than once a year should apply to Financial Services for a University credit card or book travel using the card of someone in the same cost centre.

How do I change the information shown in the traveller profile held by Voyager Travel?

Sign into Serko online using the UserID and password sent to you by Voyager travel when you completed your travel profile. Edit your profile following the Traveller Profiles Access & Edit Details via Serko Online user guide.

I book travel for the University but I don’t undertake University business travel myself. Do I need to complete a travel profile with Voyager Travel?

Yes. When completing the profile enter only mandatory data up to Company Details, “Do you book your own travel?” Select “I only book for others”, (see picture) the credit card details become non mandatory. You can then complete your profile.

Serko Online

What browser will I be able to use to access Serko Online?

Serko Online will only operate on Microsoft Internet Explorer v6 or above. Functionality is severely reduced when operating on other browsers.

How do I enable pop-up messages?

Click on the line immediately under the browser Address (URL) line.

The line will read “Pop-up blocked. To see this pop-up or additional options click here…”. Click on the line and you will get a box with four options. Select the second option “Always allow Pop-ups from this site…” You will be asked “Would you like to allow pop-ups from “voyagertravel.com.au?” Click on Yes.

How do I obtain a User ID and password to access Serko online?

Submit your profile online. In answer to the question ‘Do you book your own travel’ select ‘yes’ or ‘sometimes’. A user ID and password will be emailed to you within 24 hours / one business day.

How do I access Serko online?

The URL is advised with your user ID and password. 

Alternatively you can click on the link from the UC Finance/Travel website (or refer link at top of this document).

I need to book urgently for a University staff member but they do not have a profile on the Serko Online booking tool. How do I do this?

Sign in to Serko Online and select the Quick booking icon . Select create, complete the profile information, and confirm. Continue with the booking. The created profile will only be available for the current booking.

How do I book other travellers?

If the traveller has submitted a travel profile and nominated you as the travel arranger, access to book that traveller will be granted to you automatically.

You can also email profile@voyagertravel.com.au advising the names of the travellers you require access to. Please copy the traveller(s) into email.

If I have set myself up as "I only book travel for others", how do I then access the system as a traveller?

If when completing the profile form, the person answers “I only book travel for others” they are set up only as a booker, not as a traveller.

The online profile form will not accept the same email address twice so under these circumstances we do have a ‘manual’ profile form we can send to the booker.  Some bookers have said that they only book for others but then completed more than the necessary fields – in which case we have set them up as bookers and also set up a traveller profile for them. Please contact Serko Online Support if you need assistance.

Can I book multiple travellers together?

Yes, if all share the same Divisional Cost Centre.

Please note that only one credit card may be charged per booking.

For further information please contact the Serko Online Support and Training team before proceeding with a booking.

For assistance or to arrange training:

Contact Serko Online Support and Training team by email or Tel: 1300 364 608 8.30am-6pm (EST).

Who to contact should you receive an error?

Contact Serko Online Support and Training as above.

Please also take a screen shot of the error (Alt+ Print Screen then copy & paste), as this is often crucial in helping us diagnose and resolve the error.

Will all airfares be available on Serko Online?

No. Only domestic and Trans Tasman flights.

Can I book domestic and Trans Tasman University business travel while I am off campus?

Yes. The Voyager Travel online booking tool Serko Online is internet based and provided you have the website name, and your UserID/password you can access it from anywhere there is an internet connection.

Who do I contact if I need to change or cancel a booking I’ve made online?

Generally this will be a Voyager Travel business travel consultant on number to be advised.

It may be possible to change bookings online under the following circumstances:

• Flights are not Virgin Blue (as Virgin Blue flights are instant purchase)
• The booking has not been ticketed
• Consultant action was not requested on the booking (e.g. a request to add hotel or car)

If in doubt please contact Serko Online Support and Training.

General

How do I get my tickets?

An e-ticket itinerary if travelling on an electronic ticket will be sent to you the traveller by email. Paper tickets will be sent by courier or express post to the address provided at the time of booking.

When do I pay for Vehicle hire and accommodation?

This is done at point-of-sale when checking out from the hotel or collecting the vehicle.

Can Voyager Travel book me an Internet-based fare?

Yes. Voyager Travel, through their booking system, access a wide range of fare types including some Internet fares. For domestic and Trans Tasman travel, they can see the same range of Internet fares that you will see if you went direct to the airline's website.

When booking using Serko Online you will see all fare types in the same screen to simplify comparison. If an Internet fare is not available at the required time of travel you will see the full range of discounted fares available to the University from Qantas and Virgin Blue.

Can I book Internet fares myself direct on the Internet?

No. It is required that all airline bookings are directed through Voyager Travel.

Can I personally pay for travel related expenses and seek reimbursement from the University?

All travel should be purchased using a University Corporate Credit Card.

Is there training on how to use the Voyager Travel online booking tool?

Yes. Training will be provided periodically on campus. User Guides and online training are also available by following the links found on the Useful Links page.

Will I get charged a Management Fee on top of the price of the flight?

Yes. A management fee will be applied to all travel booked through Voyager Travel. This is the only income Voyager Travel make as they do not receive a commission from the airlines.

Are there any extra costs that will be incurred?

All costs are transparent. Voyager Travel will inform you of any extra costs incurred.

Will I be notified before or after booking flights of danger or caution areas overseas?

In line with University International travel policy & procedures, you need to check DFAT before travelling overseas.

What do I need to do if the guest nominated in the hotel booking isn't the holder of the nominated credit card?

This will need prior authorisation to be sent to the hotel giving them authority to charge to another cardholder's credit card.

A form has been developed to assist you in this process. Download the Credit Card Authority form from this web-site.

Can I book leisure travel through Voyager Travel/Serko Online?

Private travel is not to be purchased via Serko Online. However, you can contact Voyager Travel - Leisure Travel via their web site. The University’s fees and discount fares will not apply. Thrifty can also be contacted direct for vehicle rental. Discounts do apply in this instance.

How do I acquit my credit card for bookings made with Voyager Travel?

When the booking is ticketed the travel booker will receive via email an invoice showing credit card payment has been made. The invoice will need to be retained until the MasterCard or Diners Card statements are received and acquit in the usual manner.