1. Healthcare

Carlson Wagonlit Travel
Service Guide
Government of Western Australia
Created by: Sara Grant | Client Service Coordinator
Copyright © 2014 CWT
Contents
CONTACT US ..................................................................................................... 3
COMMON USE AGREEMENT (CUA) ........................................................................ 4
WAYS TO BOOK WITH CWT ................................................................................. 5
Online Booking Tool (OBT)............................................................................ 5
Consultants - Phone / Email .......................................................................... 5
CWT PORTAL ..................................................................................................... 5
TRAVELLER PROFILES ......................................................................................... 6
What is a traveller profile? ............................................................................ 6
How to create a travel arranger profile ........................................................... 6
How to book for other travellers .................................................................... 6
How to create a traveller profile .................................................................... 7
Updating traveller profiles ............................................................................ 7
How to link traveller profiles ......................................................................... 8
ARNOLD – BOOK A TRIP ONLINE .......................................................................... 9
Select your Traveller .................................................................................... 9
Single
Single
Single
Single
Single
Single
Single
Passenger
Passenger
Passenger
Passenger
Passenger
Passenger
Passenger
New
New
New
New
New
New
New
Booking
Booking
Booking
Booking
Booking
Booking
Booking
–
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–
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Search Criteria ........................................... 10
Build a Trip ................................................ 10
Filter Hotel Results ...................................... 11
Selecting a Hotel ........................................ 12
Hotel Rates ................................................ 12
Book a Car ................................................. 13
Review itinerary ......................................... 13
Multi-Passenger New Booking – Select your travellers .................................... 14
Multi-Passenger New Booking – Build a Trip .................................................. 15
Multi-Passenger New Booking – Review itinerary ........................................... 16
BOOKING CANCELLATIONS AND AMENDMENTS ................................................... 17
HANDY HINTS .................................................................................................. 18
Things to check before you make a booking. ................................................. 18
GLOSSARY....................................................................................................... 18
FAQ ................................................................................................................ 18
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CONTACT US
Perth Office Location
Level 3, 50 St Georges Terrace, Perth 6000
Program Management
The role of the Program management team is to optimize and
maintain the Travel Program.
Paul Harris | Strategic Program Manager:
General account an contract enquires
[email protected]
08 9210 2568 | 0427 087 163
Sara Grant | Client Service Coordinator:
Online booking queries and training
[email protected]
08 9210 2542
Traveller Services
A dedicated team that consist of Domestic, International and VIP consultants that
can assist with telephone/email bookings, booking amendments, cancellations.
Email
Land Only
[email protected]
Domestic
[email protected]
International
[email protected]
VIP
[email protected]
Fax
08 9210 2541
Phone
CWT Team One  08 9210 2561 (Metro) 1300 302 759 (Regional)
CWT Team Two  08 9210 2501 (Metro) 1300 365 371 (Regional)
CWT Team Three  08 9210 2509 (Metro) 1300 307 805 (Regional)
CWT Team Four  08 9210 2502 (Metro) 1300 365 742 (Regional)
To find out what number you should call click here.
Kingsley Dawes | Senior Traveller Service & Site Manager:
[email protected]
08 9210 2546 | 0421 589 501
Susan Purchase | Team Leader:
[email protected]
Other Important Contact Details
Financial enquires
1300 790 511
[email protected]
Invoices request
1300 302 743
[email protected]
Feedback
1300 858 917
[email protected]
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COMMON USE AGREEMENT (CUA)
Further information about the CUA can be found here.
Domestic Air Travel
CWT have access to Government discounted
airfares to deliver Best Fare of the Day
(BFOD) – the cheapest fare that is available
at the time of booking that meets the
business requirements of the traveller.
CWT recommends booking your domestic
travel via the Online Booking Tool (OBT).
International Travel Bookings
International travel bookings can be booked
through CWT, however this is not mandatory. CWT has access to published airfares
that are available to the public as well as negotiated Government airfares that can
only be booked via CWT
Car Hire
It is mandatory (state-wide) to book vehicle hire with the
following three contractors thru the Motor Vehicle Rental
CUA (MVR2014):
Avis
Budget
Thrifty
CWT can book through the Motor Vehicle Rental CUA
(MVR2014) on your behalf.
CWT does not charge a transaction fee for car hire when
included with an air travel booking or when you make a car
hire only booking via the OBT.
Accommodation Bookings
CWT is able to book accommodation as part of
the CUA.
CWT has access to a variety of different types of
rates
General Government rates
WA Government rates
CWT rates
Public rates
CWT does not charge a transaction fee for
accommodation when included with an air travel
booking or when you make an accommodation
only booking via the OBT
Other Services
CWT is committed to helping CUA users with other travel needs including (but not
limited to):
Meetings and Events
Rail
Bus/Coach
VIP services
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WAYS TO BOOK WITH CWT
Online Booking Tool (OBT)
Phone
Email
All methods capture Government of Western Australia negotiated rates.
Online Booking Tool (OBT)
CWT recommends booking domestic travel via the
OBT.
Benefits
Accessible 24/7
Cheaper transaction fees
Free training available from CWT
For information on how to get started click here.
TIP: If you receive a
discount from a particular
supplier please advise the
program management
team to see if it can
become available in our
system.
Consultants - Phone / Email
The dedicated WA Government team
Available – Monday to Friday (excluding
Christmas Day, New Year’s Day and Easter)
8am – 6pm.
Emergency Service Centre / After hours
After hours phone calls are automatically
redirected.
Additional fees do apply
TIP: If you need to email
a booking to our team,
please feel free to
download our CWT Email
Booking Form here.
For contact details click here
CWT PORTAL
CWT Portal is the online gateway to access CWT Portrait (Travel Profile) and the Online
Booking Tool (OBT).
CWT Portal link - https://sso.carlsonwagonlit.com/login.do
To register you will need to follow the steps in the Travel Profile section.
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TRAVELLER PROFILES
What is a traveller profile?
A traveller profile is a standalone record created and maintained by the traveller and/or
the travel arranger. Travel profiles are created with CWT Portrait.
CWT Portrait is a web-based profile management tool that is fully integrated with Carlson
Wagonlit Travel’s operational systems. Therefore the same traveller profile can be used
when making a booking online or with our travel consultants.
To create a traveller profile click here.
To create a traveller arranger profile, please follow the steps in the next section.
How to create a travel arranger profile
Registration information for a new arranger
The travel arranger must first create their profile before they can book for other
travellers online. Please click the following link here to create your profile. When
you click the link you will be required to enter the following details:
Client URL Identifier:
????????????????
Company Name:
????????????????
Password:
????????????????
Note: The above details are specific to each department. Email
[email protected] to request the codes for your department.
Once received, return to Portrait and:
Enter the details that are required on
the registration page. Once
TIP: Keep up to date with
completed click ‘Submit’.
news from CWT and our
Close the browser and open your
suppliers by subscribing to our
email to retrieve the PIN and
CWT Travel Bulletin. To
temporary password emails.
subscribe contact
Follow the instructions in the
[email protected]
temporary password email to
complete the registration process
How to book for other travellers
The system will automatically think that you are making a booking for yourself
unless one or more of the following options is completed:
The travel arranger is linked to an existing traveller profile.
The previous travel arranger can do this or contact
[email protected]
If you are unsure how to link travel profiles click here.
The travel arranger creates a new traveller profile, and then links
themselves as a travel arranger. Follow the steps under the section “How
to create a traveller profile” here.
The travel arranger contacts [email protected] to request
the guest profile be activated.
Guest profiles need to be activate manually once your profile has
been created
Guest profiles are useful when making bookings for non-frequent
travellers.
Only one guest profile needs to be created per travel arranger.
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How to create a traveller profile
Registration information for a new traveller profile
Please click the follow link here to create your profile. When you click the link you
will be required to enter the following details:
Client URL Identifier:
????????????????
Company Name:
????????????????
Password:
????????????????
Note: The above details are specific to each department. Email
[email protected] to request the codes for your department.
The next step will vary depending if you are a traveller or a travel arranger
I am the traveller
I am the travel arranger
Enter the details that are
required on the registration
page. Once completed click
‘Submit’.
Follow the instructions in
the auto-generated email.
Enter the traveller details with
the exception of their email.
Enter your email to ensure
that the PIN and the
temporary password are sent
to your email address.
Follow the instructions in the
auto-generated email
When asked to confirm
the email address,
enter the traveller’s
email.
You will be automatically re-directed to the portal page.
Login and click the “My Travel Profile” in the top right hand corner
Update the profile to include any additional traveller details.
Click the “Communication/Travel arranger” tab to add any
travel arrangers. Once a travel arranger has been added, they will
have the ability to make bookings and edit the traveller profile.
Updating traveller profiles
Login to the Portal site from the following link:
https://sso.carlsonwagonlit.com/login.do
Tip: save the website to your favourites.
Click the “My Travel Profile” to update profiles
The first page may ask you for additional details
that have not been completed earlier. Scroll
down to the bottom of the page and click
“Ignore – Skip this step” if you don’t need to
enter any details.
If you are a Travel Arranger it will first take you
to your profile. Select a traveller name from the
list
Click “manage” if you need to update a travellers profile
Click “remove” if you no longer need to book for them.
If the traveller no longer works for the department contact
[email protected] to deactivate their profile.
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How to link traveller profiles
When a new travel arranger profile is created you
will not be able to automatically book for other
people until a link has been establish.
In order to link yourself to a traveller profile you will
need to either be:
Logged into the traveller’s profile.
Logged into a travel arranger profile that is
already linked to the traveller’s profile.
Step One: Click “My Travel Profile”.
Located in the top right-hand corner.
Step 1
Step Two: Scroll to the bottom of the page and
click “Ignore – Skip this step” only if it asks for
additional details.
Step 2
Step Three: Select the traveller from the
drop down list and click “manage”.
Note: This step is only required if logged
into a traveller arranger profile that is
already linked.
Step 3
Step Four: Click the tab
“Communication” also known as
“Traveller arrangers”
Step 4
Step Five: Click “Add Arranger” and type in the
new travel arranger’s name. Click “Submit
Changes”
Step 5
Contact [email protected] if you require assistance with traveller profiles.
Page 8 / 20
ARNOLD – BOOK A TRIP ONLINE
To access the Online Booking Tool (OBT) you will first need
to create a travel profile. For instructions on how to create a
profile click here.
TIP: Save the Portal
website to your
Favourites or
Bookmarks on your web
browser.
Once your profile has been created you will need to sign into
the Portal site: https://sso.carlsonwagonlit.com/login.do
To create an online booking, select “Book a Trip” located
under the My Travel section on the left hand side of the
page.
Select your Traveller
The following page will display the travellers that you can book for.
Tip: If you don’t see this page the system will think that you are booking for yourself.
Please follow the steps here if you need to add travellers.
Filter traveller search - Quickly find a traveller by
entering first name, last name or email.
Itineraries – view past itinerary that were created online
New Booking – Create a new booking for an individual traveller
Multi-Booking – Create a booking for multi-passengers.
How to make a new booking for a single
traveller.
How to make a new booking for multipassengers
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Single Passenger New Booking – Search Criteria
Itineraries – View
itineraries that have been
already created online
.
Car/Hotel search – To book car
or hotel only, click the tabs.
Select the type of booking. For definitions
of each of the types click here.
Include car and/or hotel – search
results will match the flight dates. You
can still add car/hotel on the final page.
Single Passenger New Booking – Build a Trip
Go Back – Click here to
return to the search page.
Fare type – click the name of the
fare to read the conditions
Number of Seats – indicates the number of seats available for the listed price.
Does not necessarily indicate the number of seats left on the plane.
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Single Passenger New Booking – Filter Hotel Results
Enter Address – To find a
hotel near a particular location
Zoom –
in or out
Distance – The
distance selected
here will
indication the
pink radius
View hotel – Hover over the ticks
to view the hotel
Other methods to filter results
Name – if you know the exact hotel the traveller needs to stay at.
Price – If you have to stick to a certain budget.
Star rating – You may find it useful if you are booking for a VIP.
Location – if you know the exact location, however you will find that the map
functionality is more interactive.
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Single Passenger New Booking – Selecting a Hotel
View rooms – Click to expand
to see the different types of
rooms and rates available.
.
Prices – Are organised
from the cheapest to
most expensive.
.
Single Passenger New Booking – Hotel Rates
The Online Booking Tool displays a variety of different types of rates. Please note: Rates
can vary depending on the hotel and is subject to availability.
Other Rates are also available on the OBT.
Best unrestricted rate
Best available rates
Promotional/special rates
Early Booking Offer
Senior rates
Advance Purchase
Hotdeals
Rack Rates
“Advance Purchase”, “Hot deal”, “Early Booking Offer” and “Promotional/Special Rates”
generally require payment at the time of booking and are non-refundable. The
conditions can be very restrictive. Please review the rate rules on the OBT for more
details.
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Single Passenger New Booking – Book a Car
Legend – Scroll to the
bottom of the page to find a
description for each of the
icons
.
Single Passenger New Booking – Review itinerary
Edit the
flights
Add car and hotel
Special requests – Enter account codes. They can
also be stored in the traveller profile.
Read the rules
Lower fare – This message will
appear if you do not book “best
fare of day”.
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Review rules – Ensure you understand the
rules and restrictions. If you need
clarification contact our Travellers Service
Team.
Traveller details – Pre-populated from their profile.
Reporting information – Reference is also known as
a cost centre. Reporting requirements may vary.
Non-compliance reason – Will
appear if best fare is not selected.
Flight Payment – Payment details may
vary depending on company set up.
Hotel Payment – Card will be used to
guarantee room only. Unless payment is
required upfront.
Quote – Print/Email itinerary if
you only require a quote
Book – to complete
your booking
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Multi-Passenger New Booking – Select your travellers
Before attempting to make a multi-passenger booking, please familiarise yourself with
the process of making a single passenger booking.
Please note: Transactions fees will be charged per person.
How to access the multipassenger booking
functionality
AddAdd
Travellers
– Select
the
travellers
– Select
travellers
and click
add
the travellers
and
click
add
Multi-Passenger New Booking – Build a Trip
Seats – Ensure that there is
enough seats for number of
travellers
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Multi-Passenger New Booking – Review itinerary
Start again – To create
a brand new itinerary
Review rules – Ensure you understand the
rules and restrictions. If you need clarification
contact our Travellers Service Team.
Company reporting and
Payment details – Will
apply to all travellers
unless you choose to
“override”
Guest Profile – If using
a guest profile, it will
allow you to type in the
travellers name.
Override – Click to apply a different
reporting or payment method for the
subsequent travelers.
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Booking fee – charged
per person.
Itineraries – will be
created per person.
BOOKING CANCELLATIONS AND AMENDMENTS
Please contact our Traveller Service team if you need to make any cancellations or
amendments to your booking.
Urgent changes
Please phone our Traveller Service Team – contact number numbers can be found here.
For non-urgent changes
We recommend emailing as it reduces hold times for urgent phone calls.
Land Only
Domestic
International
VIP
[email protected]
[email protected]
[email protected]
[email protected]
Page 17 / 20
Handy Hints
Things to check before you make a booking.
Ensure you have followed your internal travel policy and approval process.
Have the correct name of the traveller as per their travel documents (i.e. Mike
should not be used as an abbreviation of Michael). Airlines can deny boarding if
the ticket doesn’t match the traveller’s ID.
Make sure that the traveller profile is up to date (if applicable) before making a
booking.
Understand the rules and restrictions of what you intend to book. Seek
clarification with our Traveller Service team if you are unsure.
Do you have any available unused tickets that could potentially be used towards
the new booking?
Are you booking the best fare of the day?
Glossary
CWT Portrait - The system that creates and houses all profiles.
CWT Portal - The gateway to the Online Booking Tool and CWT Portrait.
Online Booking Tool (OBT) - The web-based booking tool created by Arnold
Travel Technology that allows travel arrangers to book flights.
Travel Arranger - The person booking the travel. This person must have a
profile before they can book online.
Traveller - The person travelling.
Types of bookings
Return – for “point to point” itineraries. E.g. Perth – Broome – Perth.
One Way – for one-way travel. E.g. Perth – Albany.
Multi-Trip – for multi-point or round trip itineraries. E.g. Perth – Sydney –
Melbourne – Perth.
Connecting flights - If the flight has a connection e.g. Perth – Kununurra return
(via Broome). There is no need to include the connecting city in your search.
FAQ
What is an unused ticket/credit?
I want to make a booking using an unused ticket/credit?
I can’t remember my profile login details?
What does “best fare of day” stand for?
I received an error message when booking online?
I didn’t receive a copy of the invoice?
I need additional training
What a Travel Bulletin?
Do you have a smart phone app?
Can I view itineraries online?
I don’t know my cost centre/reference.
I can’t book for others people online.
What is an unused ticket/credit?
When a non-refundable ticket is cancelled, and the airline fare rules allow it, the value of
the unused ticket will be retained as a credit that can be used toward a new booking.
I want to make a booking using an unused ticket/credit?
If you wish to make a booking using a credit, the most efficient method is to use the
Email Booking Form. The form allows you to enter up to five unused tickets. This allows
Page 18 / 20
our Traveller Service team to take a more consultative approach in using the most
appropriate credit for the new booking.
The WA Booking form can be downloaded here.
I can’t remember my profile login details.
Follow the “Forgot your Username/password” prompts on the CWT Portal sign page.
If you are unsuccessful please contact out Technical Support team on 1300 132 149.
What does “best fare of day” stand for?
The cheapest fare that is available at the time of booking that meets the business
requirements of the traveller.
Avoid booking fully flexible fares unless necessary
Do not book based on airline or frequent flyer preferences
Understand the flexibility required and the conditions attached to the ticket.
Book as early as possible
I received an error message when booking online?
Take a screen shot of the error and email it to [email protected]
If the booking is urgent please follow up with a phone call to the program management
team.
I didn’t receive a copy of the invoice.
To request an Invoice copy, contact:
1300 302 743
[email protected]
Ensure you check the traveller profile to see if the correct emails are marked to receive
invoices. If you need further assistance, please contact [email protected]
I need additional training.
The training dates are advertised on the Travel Bulletin or alternatively contact
[email protected]
What is a Travel Bulletin?
The Travel Bulletin is a newsletter that contains news from CWT and our suppliers. If you
would like to be added to the distribution list contact [email protected]
Past Travel Bulletins can be viewed here.
Do you have a smart phone app?
The CWT To Go is available free to download on most smart phones. For more
information click here.
Can I view itineraries online?
In order to view itineraries online you will need to sign up to TripCase
(https://www.tripcase.com/login).
I don’t know my cost centre/reference.
CWT is unable to advise what cost centre travel bookers should use. Please check within
your Finance department or alternatively CWT can provide you with some internal
contact details (for most agencies).
How do I book for others people online.
Please read the section “How to book for other travellers”.
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Phone numbers
CWT Team One
T: (08) 9210 2561 (metro), 1300 302 759 (regional)
• Botanic Gardens & Parks Authority
• Dept of Corrective Services
• Dept of Agriculture and Food
• Dept of Planning
• Dept of Education Services
• Dept of Racing, Gaming & Liquor
• Dept of the Premier & Cabinet
• Dept of Transport
• Dept of Finance
• Development Commissions
• Dept of Treasury
• Disability Services Commission
• Dept of Commerce
• Department of Fire and Emergency
• Dept of Water
Services
• Director of Public Prosecutions
• Metro Cemeteries Board
• GESB
• Port Authorities
• LotteryWest
• Racing & Wagering WA
• WAIRC
• WA Collage of Teaching
• Dept of the Attorney General
CWT Team Two
T: (08) 9210 2501 (metro), 1300 365 371 (regional)
• Curriculum Council
• Dept for Child Protection & Family
Support
• Dept of Fisheries
• Dept of Housing
• Dept of Local Government &
Communities
• Drug & Alcohol Office
• Office of the Auditor General
• WA Electoral Commission
• Dept of Education (including schools)
• Dept of Environment Regulation
• Dept of Parks and Wildlife
• Dept of State Development
• Dept of Training & Workforce
Development
• Forest Products Commission
• Redevelopment Authorities
• TAFE Colleges
• Office of the Environmental Protection
Authority
CWT Team Three
T: (08) 9210 2509 (metro), 1300 307 805 (regional)
•
•
•
•
•
•
•
•
•
•
Dept of Culture & Arts
Dept of Mines and Petroleum
Insurance Commission
Landgate
Public Transport Authority
WA Govt Group
WA Tourism Commission
Western Power
Water Corporation
Zoological Parks Authority
•
•
•
•
•
•
•
•
•
•
Animal Resources Centre
Dept of Aboriginal Affairs
Dept of Regional Development
Dept of Lands
Dept of Sport & Recreation
Legal Aid
Main Roads
Parliamentary Services
WA Police
Workcover WA
CWT Team 4
T: (08) 9210 2502 (metro), 1300 365 742 (regional)
• WA Country Health
• Dept of Health
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