FAQs - Travel and Fleet Card Programs

• General
• Airlines
• Car Rental
  • Commercial Car Rental
  • State Garage Rental
  • Long-Term Vehicle Rental
• Taxicab
• Lodging
• Travel Agencies
• American Express

• Fleet Card

Travel Program - General

I used to have an American Express government card but it was canceled. How can I get a new one?
Contact your Travel Program Coordinator to apply. The government card is approved based on your personal credit along with a recommendation by your department chief or Deputy Director.

Travel Program - Airlines

I have not seen a management memo regarding the airline contracts. Can I still use the discounted fares?
Even though the management memo announcing the contracts has not been released yet (as of November 2007), State travelers may use the discounted airfares. The signed contracts are on file at OFAM.

How can I use SWABIZ to book a flight online (for State business) on Southwest Airlines and have charges automatically billed to my department?
See how to set up an account in the Travelers Guide on this website.

Which SWABIZ fares should travelers use?
The "Business" and "Wanna Get Away" fares are the best value to State travelers. The Business Select fare is more expensive and not the best value. See Swabiz.com for more information.

I have a limited budget - how can I get the best rates on hotels, cars, etc.?
Use the State Travel Portal to find low-cost travel options:

• Use the State contracts for rental cars to get low daily rates that include insurance. See Commercial Car Rental.
• Use a hotel that offers the State rate. For a list of hotels see the Lodging Guide.) Contact the hotel before booking to confirm current rates.
• If you use a travel agency, have a State-certified travel agency (see Travel Agency page) book all your travel arrangements at one time - they are contracted to provide services at a maximum low fee per transaction.
• Use the State-contracted airfares to save money on trips, or book using SWABIZ if that is more cost-effective.

Travel Program - Car Rental - Commercial Car Rental

Why should I use a State-contracted commercial rental car agency?
For two important reasons:

1. The contracted vendors offer low rates that the State has negotiated based on its large volume of spending on rental cars.
2. Insurance is automatically included when you rent a car from a contracted vendor. If you use a non-contracted vendor, you must arrange for insurance coverage when you rent the car, which adds additional cost. Additionally, if you forget to add on the insurance when you rent a vehicle from a non-contracted vendor, and you are in an accident, your personal insurance would be used.

I need to rent a car from a non-contracted vendor. How do I get approval?
FAX a signed State Controller's Office form (PDF format) to the Statewide Travel Program Administrator for approval. Be sure to arrange for insurance coverage when you rent the car. NOTE: Because it is a non-contracted car, you will not receive the State rate or the State insurance coverage when you rent the car, so you may want to consider getting additional insurance at time of rental. (See ORIM letter.)

I requested a specific car from a State-contracted vendor, but it was not available when I went to pick up my car. What can I do to get the car I want?
If your department policy requires employees to use the contracted rental car agencies, then you should accept the vehicle that the agency offers you. Cars are available on a "first come, first served" basis. There is no language in the State contract that guarantees you will be able to drive off in a specific type of vehicle, even if you request it in advance.

The primary State-contracted vendor did not have any cars available. What do I do?
If no cars are available from the primary contracted vendor, then you may rent a car from the secondary contracted vendor.

If neither the primary nor secondary vendor has cars, or in an emergency, you may rent a vehicle from another vendor. However, you will need to use your personal credit card or your individual American Express government card. If you use your personal credit card, rental is not at the State rate and does not include insurance. (See ORIM letter.) Additionally, if your department policy is to use the contracted rental car agencies, you will need to get approval to rent from another vendor. See the Commercial Car Rental page for more information.

1. If you are a State employee, present your driver license, State employee ID, and State department name at the rental car counter.
2. If the reservation is being made during office hours, the rental car agency calls the travel agency for the corporate credit card. (If the employee is renting on a weekend or after office hours, the agency may make the call the following day to verify the corporate credit card and may require the employee a personal credit card for security purposes.)
3. Get your executive's signature on a State Controllers Office form (PDF format).
4. File a TEC for the expense with an attached, signed justification form.

I went to the rental car counter of a State contracted vendor and they gave me a standard-sized car (bigger than the allowed compact or intermediate). I did not request it. I got billed at a higher rate. What can I do to get a refund?
If a compact or intermediate vehicle is not available at pick up, then the contracted vendor is required to provide a larger-sized car at no extra charge. However, the traveler should verify this at time of pick up. Contact your Travel Program Coordinator to have an overcharge adjusted. (It may be helpful to provide your coordinator with a copy of the reservation confirmation showing that you reserved a compact or intermediate vehicle.)

We recently noticed rental car charges (from a State-contracted vendor) for another agency on an old invoice. The mistake was made over a year ago. Can we still get credit for the charges?
Contact your Travel Program Coordinator so he or she can inform the vendor of the error. The vendor will need a copy of the detailed statement showing charges.

I went to the counter to pick up a car I reserved from a State contracted vendor, but they would not release it to me.
You could have been refused because:

1. Your department does not have an account established. Contact your Travel Program Coordinator. Meanwhile, you may need to use your American Express government card (if you have one) or your personal credit card to obtain the rental car. NOTE: If you use a personal credit card, you are not eligible for the State rate and your rental does not include insurance, so you should consider purchasing insurance (see ORIM letter).
2. Your department Travel Program Coordinator has not included you in your department list of people who are authorized to use the centrally billed account. Contact your Travel Program Coordinator, who can contact the rental car company if necessary. Meanwhile, you may need to use your American Express government card (if you have one) or your personal credit card to obtain the rental car. NOTE: If you use a personal credit card, you are not eligible for the State rate and your rental does not include insurance, so you should consider purchasing insurance (see ORIM letter).
3. For Enterprise, your department's intranet link to Enterprise is not working correctly. Contact your Travel Program Coordinator, who can contact the rental car company or the Statewide Travel Program Administrator to resolve this problem.
4. You do not meet the rental car agency's minimum age requirements to rent a car.
5. You do not have the required State ID.

I was charged a drop-off fee on the bill from a State-contracted vendor. This is not part of the contract.
Contact your Travel Program Coordinator, who can contact the car rental agency representative to resolve the problem.

I want to pay for car rental charges for a job applicant who has to travel to our site for the job interview. How can I use a State-contracted rental car agency to do this?
Reserve the vehicle in the job applicant's name and have it billed directly to your office account code by the contracted rental car agency.

1. Get your office chief or other executive (depending on your department's policy) to sign the Controllers Office form (PDF format).
2. Submit the approval with your TEC or to your fiscal services group, which pays the American Express invoice.

Fleet Card Program - Fleet Card

How do I order a new fleet card?
Please contact your Fleet Card Administrator to order a card.

Who do I call if I'm having problems with my card at a fueling station?
Please call 800-987-6591 to talk to a Voyager customer service representative.

What if I lose my card?

1. Call Voyager at 800-987-6591 immediately to report the loss of your card. Failure to notify Voyager can imply responsibility for unreported transactions. Good communication is the best practice.
2. Report the loss to your Fleet Card Administrator so she or he can order a new card. Generally, you can receive a new card within 5 to 7 business days.

Can I use my card for emergency repairs or maintenance?
The Voyager Fleet Card can be used for emergency roadside assistance through the National Automobile Club (800-600-6065). In addition, emergency purchases such as wiper blades, fan belts, tires, etc., are allowed in urgent situations only and must be defined by each employee's department. Please contact your Fleet Card Administrator for further information regarding your department's policies.