Travel FAQs

Review FAQs – New 1:1 Live Agent Booking Option

• What is the Concur Travel Portal?

  The Concur Travel Portal, also referred to as the "Travel Portal", is the University's tool for online air, hotel, and rental car bookings. The portal comprises of a suite of tools and services that together aim to: ensure the safety of faculty, staff, and students while they travel; deliver exceptional travel-related services; streamline the expense reporting process; and reduce travel costs.

  In addition to the Concur Travel Portal, the University of Miami provides travelers with the ability to book with dedicated, live travel agents. Travel agents support all travel reservations for the University of Miami.

• Who has access to the Concur Travel Portal?

  The Travel Portal can be accessed and used by any current University of Miami employee or student. Employees and students can also book travel for companions or guests in the portal.

• Can I still use alternative booking channels such as Expedia, American Airlines, Google Flights, etc. to arrange travel?

  Business travel airfare for employees and students must be booked through the Travel Portal or via a live travel agent. Exceptions for using the travel portal may be issued for sponsored travel if the grant guidelines require the use of an alternative booking method outside of the University.

  Hotel and car rental reservations, although it is highly recommended that they are booked through the travel agency of record, may be made through different methods on condition that the appropriate insurance and liabilities are purchased.

• Can I book for another employee or student on the Travel Portal?

  Yes. The employee or student will need to give you rights as one of their Travel Assistants. By doing so, you will be able to act as the traveler and book their travel. All booking information and transactions will then be stored in the traveler's profile. To access the Travel Assistant tip sheet, please click here.

• How can I book travel for groups?

  Airlines:

  Group travel is defined when 10 or more people are all traveling together and must be booked in the same reservation. This is called "Blocked Space". This may require additional logistics. In addition to group travel, University hosted events may have unique travel needs. Groups can also travel to one location, but from different parts of the country and could have a University of Miami Travel Arranger. This could include both University employees and guests.

  In order to assess your group or event airline needs, please complete and submit the Higher Education Travel Request Form. Once submitted, pleae allow 48 hours for processing. Travelers may contact Fran Holzapple at fholzapple@worldtravelinc.com, with any questions regarding the status of their request. 

  Hotels:

  Single-room hotel reservations can be booked through the Travel Portal at any time. If you need multiple rooms for multiple travelers, it is suggested to book directly through a live World Travel agent via phone at 888-206-6044 (calling from outside U.S.: 610-695-6080) or email at UMiami@worldtravelinc.com. Please note: Hotel corporate rates are based on reservations for less than 10 individuals. When booking for groups of 10 or more, this qualifies as a group reservation/room block where employees are responsible for contacting hotels directly to contract prices for groups.

• What form of payment should I use when booking travel?

  The University of Miami Travel card is the preferred method. Travelers may also use their personal credit card. If a department does not have a Travel Card, they should contact the Corporate Card Services office. 

• Can I use the Travel Portal to arrange travel for a non-employee or non-student?

  Yes. University employees and students also have access to book for non-employees or non-students through a live World Travel agent via phone at 888-206-6044 (calling from outside U.S.: 610-695-6080) or email at UMiami@worldtravelinc.com. Please note: Hotel corporate rates are based on reservations for less than 10 individuals. When booking for groups of 10 or more, this qualifies as a group reservation/room block where employees are responsible for contacting hotels directly to contract prices for groups. Please note, that this option should be used only if the non-employee/non-student travel expenses will be covered by the University.

  If your current process requires that a non-employee/non-student makes their own travel arrangements, they have the following option:

  Individuals can contact a a live World Travel agent via phone at 888-206-6044 (calling from outside U.S.: 610-695-6080) or email at UMiami@worldtravelinc.com. The traveler must inform the agents that they are booking as GUEST. Traveler must identify a current employee or student to book under. This employee or student must have an active travel profile, and will be identified as the Travel Assistant on the reservation.

• Are there any fees associated with using the Travel Portal?

  For business travel, booking fees are waived. 

  For leisure travel, booking fees may apply. 

• How do I receive invoices for bookings made in the Travel Portal?

  Travelers: Travelers can see the travel invoice at the bottom of the Final Ticketed Invoiced Itinerary. This is sent to the traveler’s attention as an e-itinerary which are emailed within 20 minutes of booking.

  Travel Arrangers/Assistants: To obtain invoices for bookings made by you, you will need to access the booking's e-itinerary which is emailed to you within 10 minutes of your booking.
  Invoices, e-itineraries, and trip information can always be requested through a World Travel agent.

  Note: the Travel Portal will only provide invoices for flights and train bookings. Hotel and car reservations are charged directly by the vendor at the completion of your stay. You would be responsible for coordinating payment with credit card through your Online Profile. 

• Can I book international reservations via the Travel Portal?

  Yes. However, it is recommended that all complex international travel, e.g., more than two connecting flights, be booked by through an agent who can check for best trip routing, connection times, schedules, and airline rates, as well as provide options and ensure you have proper travel documentation.

• Can I book for two or more travelers going to the same destination via the Travel Portal?

  The Travel Portal allows for up to six flights to be booked at a time and only one hotel room/car rental reservation per transaction. Travelers and arrangers have access to trip cloning. This feature allows a travel arranger to easily make multiple reservations for one trip. After the first reservation is made, an option to copy is given without having to repeat every step of the booking process multiple times.

  To access a tip sheet on trip cloning and more options, click here.

• What is an e-itinerary?

  E-itineraries are electronic itineraries that are provided to travelers and travel arrangers/assistants when booking a trip on the Concur Travel Portal.

• How do I view my e-itinerary?

  Your travel itinerary will be sent to the email address listed in your profile (either by the Travel Portal or a World Travel agent) immediately after you confirm the trip and once the ticket is issued. Travel arrangers will be copied in itineraries if, applicable. Travelers can easily access their e-itineraries inside the Travel Portal.

• Does the University of Miami have a preferred travel agency?

  Yes. The University has contracted with World Travel, Inc. as the preferred travel agency for all business travel. World Travel, Inc. supports all travel reservations for University of Miami business, via live agent or online via the Concur Travel Portal.

• How do I contact a travel agent?

  World Travel, Inc.

  World Travel agents can assist with complex bookings, issues with a trip, price matching, or booking group travel. 

  World Travel Designated Agent Team
  Toll Free: 888-206-6044 (inside the U.S.)
  Direct: 610-695-6080 (outside the U.S.)
  Email: UMiami@worldtravelinc.com
  
  Travel services through World Travel are available 24/7/365. The University of Miami dedicated team are available during regular business hours from 8:30 a.m.-8 p.m. EST, Monday through Friday (excluding holidays). After regular business hours and on weekends and holidays, travel services are available through World Travel's after-hours service center.

  World Travel Online Technical Support
  Online Help Desk: 800-221-4730
  Online Help Email: OnlineHelp@worldtravelinc.com
  Reservation Assistance: 888-206-6044
  Reservation Email: UMiami@worldtravelinc.com

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  For travel arrangements made prior to September 30, 2022: Please contact Travel Incorporated to make any changes or cancellations.

  Travel Incorporated - Travel Agent Assistance
  Toll Free: 888-241-0944 (inside North America)
  Direct: 770-291-5187 (outside North America)
  Email: UM@travelinc.com

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  For questions regarding unused Southwest Airlines tickets, purchased prior to September 30, 2022, please contact Southwest at 972-599-1330 or via email at colin.roth@wnco.com.

• How should I book air travel for the University of Miami?

  Employees and students must book air travel through the Concur Travel Portal or via a live agent. 

  World Travel agents can assist with complex bookings, issues with a trip, price matching, or booking group travel. 

  World Travel Designated Agent Team

  Toll Free: 888-206-6044 (inside the U.S.)
  Direct: 610-695-6080 (outside the U.S.)
  Email: UMiami@worldtravelinc.com
  

  Travel services through World Travel are available 24/7/365. The University of Miami dedicated team are available during regular business hours from 8:30 a.m.-8 p.m. EST, Monday through Friday (excluding holidays). After regular business hours and on weekends and holidays, travel services are available through World Travel's after-hours service center.

• Does the University of Miami receive discounted rates for airline tickets?

  Yes. Please click here to see airline discounts and offers.

• Can I request an infant in arms ticket through the Travel Portal?

  The Travel Portal does not have the functionality to purchase infant in arms tickets. If this is for business travel, it is suggested to book this ticket through a live agent.

• Can I hold flights on the Travel Portal?

  Yes. Flights can be held for 24 hours on the Travel Portal by selecting "Hold" after the option of "Reserve and Continue." Flights can also be held when booking through a live agent.

• Can I use my airline status (Frequent Flyer, etc.) for upgrades and priority check-in through the Travel Portal?

  Yes. You can book your tickets at negotiated prices through the Travel Portal, then use your booking record locator number to use your status and points directly through the airline website or app. If you booked and included an airline rewards number, your booking will automatically be shared with the airline and will even be found in your airline app.

• Can I select my seats through the Travel Portal?

  Yes, limited to your ticket type. After you "Reserve and Continue" with your flight booking, a seat will automatically be selected for you based on your travel preference. You can then change to a seat in the class you reserved (i.e. first class seats for first class fares, premium economy seats for premium economy fares, etc).

• Can I upgrade seats or pick preferential seats through the Travel Portal?

  Preferential seats can be requested but are not guaranteed, and the traveler must have a loyalty number loaded in their profile to request these. Otherwise, an error will be shown. There is no ability to pay for preferential seats in the booking tool. Some airlines will show paid preferential (marked with a star) and/or preferential seats (marked with a white corner) on the seat map. The system will allow you to request the preferential seats at no additional cost; however, preferential seats will be determined based on your flyer status and are not guaranteed.

  Paid preferential seats or upgrades cannot be selected on the booking tool (they are visible for informational purposes only and must be purchased after the booking is made through the airline or a travel agent using your booking reference number). If you booked with a rewards number in the system, your reservation will automatically be shared with the airline and these upgrades can be done on the airline app or website. Please note that some University of Miami airline contracts will provide you seat upgrades at no additional cost which is requested through the airline directly after a purchase has been made.

• Can I still get my own reward points when booking through the Travel Portal?

  Yes. Your Frequent Traveler status should be reflected in your Concur profile. Your travel profile includes a section for Frequent Traveler Programs, e.g., frequent flyer numbers or other similar travel rewards programs for car rental and hotels. Reservations and purchases you make through Concur will be linked to the information in your profile. The name on your frequent travel rewards programs must match the name in your Concur profile to get points awarded.

• Can I book business or first class flights?

  Please refer to the University Travel Reimbursement Policy.

• What is an "Unused Ticket" that is showing on my Travel Portal?

  Unused tickets are a credit to an airline that resulted from canceling a changeable, but non-refundable ticket. Unused tickets will be shown in the profile of the traveler who's name was on the original ticket and, usually, these tickets cannot be transferred to other travelers. Please contact Travel Management at travel@miami.edu if you would like to inquire if your airline ticket's name can be transferred.

  Unless a change-fee waiver was offered by the airline, unused tickets normally will require a fee anywhere between $200-$400 to use. When booking on the Travel Portal, travelers and arrangers will be given the option of using an unused ticket if applicable at the end of an airline reservation. Travel arrangers will need to act as the traveler who's profile has an unused ticket, in order to use an unused ticket.

• How do I use an unused ticket for personal use?

  Unused tickets that were purchased with a University Purchasing card (P-card), Travel card, or were reimbursed by the University should never be used for leisure travel. Unused tickets should only be used for leisure if the original purchase was for a leisure reason in the portal.

  Since the portal is maximized for business, the use of unused tickets is restricted for leisure when booking through the online booking tool. If you have an unused ticket that was obtained due to a canceled leisure trip, you will need to book it directly through a World Travel agent, which will require an agent fee, or book directly through the airline of the unused ticket.

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  To apply unused airline tickets purchased on or after September 30, 2022, please contact World Travel, Inc.

  World Travel Designated Agent Team:
  Toll Free: 888-206-6044 (inside the U.S.)
  Direct: 610-695-6080 (outside the U.S.)
  Email: UMiami@worldtravelinc.com

  Travel services through World Travel are available 24/7/365. The University of Miami dedicated team are available during regular business hours from 8:30 a.m.-8 p.m. EST, Monday through Friday (excluding holidays). After regular business hours and on weekends and holidays, travel services are available through World Travel's after-hours service center.

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  For unused airline tickets purchased prior to September 30, 2022, please contact Travel Incorporated to apply them for future travel.

  Travel Incorporated - Travel Agent Assistance:
  Toll Free: 888-241-0944 (inside North America)
  Direct: 770-291-5187 (outside North America)
  Email: UM@travelinc.com 

  ---

  For questions regarding unused Southwest Airlines tickets, purchased prior to September 30, 2022, please contact Southwest at 972-599-1330 or via email at colin.roth@wnco.com.

   

• How can I notify an airline of a disability?

  We recommend booking with a live agent the first time to get everything entered correctly, and request the agent to hard-code the disability requirements to your profile. If the particular disability need can be hard-coded, the accommodation will be applied the next time you book on Concur. Requests can always be booked through a travel agent.

• Can I add my TSA Pre check / Known Traveler Number (KTN) in my Travel profile?

  Yes. This number must be entered into your Concur profile when booking airfare so that it is included in future air travel reservations.

• How can I purchase airfare for a child?

  Contact a live travel agent with World Travel, Inc.

  World Travel Designated Agent Team

  Toll Free: 888-206-6044 (inside the U.S.)
  Direct: 610-695-6080 (outside the U.S.)
  Email: UMiami@worldtravelinc.com
  

   

• How do I know if International flights comply with The Fly America Act?

  When booking with an agent, inform them that you need to make sure your flight complys with the Fly America Act. The agent will be able to provide you the best flight options.

  If you are utilizing the travel portal's self-booking tool, look for the shield icon which indicates flights that are compliant under the Fly America Act.

  

• Why did I not receive my TSA pre-check/status benefits?

  TSA/Reward numbers must match the legal traveler's full name. Please make sure your Workday records are updated with your legal name. 

• How should I book car rentals if traveling for University of Miami business?

  Employees and students can book their car rentals through the Online Booking tool or via a live agent.

• I am flying into one airport but need my car in a different location. How do I do this?

  Continue through the booking tool as if you are just doing an air-only trip. Do not choose a car or hotel while filling in your cities and dates on the main page. Upon reserving your flight, you will be presented with the Travel Details page, where you will have the option to add car, cancel car, and designate the city of pick up.

• What discounts are available for car rentals?

  All discounted rates for business can be secured by booking through the Online Booking tool or via a live agent. Negotiated rates may be found on Travel Management's Car Rental Discounts web page.

• Do the negotiated car rental rates include insurance?

  The University requires all car rentals for the purpose of business travel, be insured. Some University contracted car rental rates may be inclusive of insurance when renting in the United States and Puerto Rico. It is the traveler’s sole responsibility to confirm if rates include the required insurance. If not, travelers must purchase CDW/LDW (collision damage waiver/loss damage waiver) and basic liability insurance. Rental Insurance cannot be purchased through the Travel Portal or live agent, the traveler must purchase it at the time of pick-up or by contacting the car rental company.

  The Traveler is responsible for purchasing insurance for vehicles rented for leisure use. When renting for leisure use, the renter assumes responsibility for all loss or damage done to the rental vehicle, up to and included the full value of the rental vehicle, regardless of fault.

• What should I do if I get in a car accident while on business?

  Please contact the Department of Risk Management:

  Phone: (305) 284-3163
  Email: riskmanagement@miami.edu

• Do I need to provide any documentation before renting my vehicle?

  Any full-time or part-time student at least 21 years of age (unless approved by Risk Management) who will be operating a University-affiliated vehicle for University business purposes, must be approved by the University's Department of Risk Management. This is accomplished by completing and submitting a Motor Vehicle Records (MVR) form to riskmanagement@miami.edu. Risk Management uses this driving record to assess a driver's eligibility. Allow 3-5 business days for processing.

• What is a University of Miami Affiliated vehicle?

  This term describes vehicles that are either owned, courtesy loan, leased, or rented by the University of Miami.

• Why am I seeing car rental rates higher on the Travel Portal than advertised?

  University of Miami's Travel Portal estimates include any taxes, out-of-state city surcharges and airport fees that car rental companies charge.

• Do I still need to register my itinerary on ISOS if I booked travel through The University of Miami Travel Portal?

  Travel reservations made through the University of Miami Travel Portal is automatically shared with ISOS. However, any trips made outside of the Travel Portal should be registered with ISOS.

• ISOS General FAQs

  What is the role of International SOS?
  International SOS provides University of Miami business travelers and expatriates with quality health care and medical and security assistance services worldwide 24 hours a day.

  How can International SOS help?
  International SOS provides you with assurance that you will be assisted during emergency situations that may arise during travel or international relocation. One phone call connects you to the International SOS network of multilingual specialists for immediate help. International SOS services are designed to help you with medical, personal, travel , security and legal problems when away from home. Call International SOS at any time to speak with a physician or security specialist about simple or critical matters.

  How does it work?
  Carry the International SOS membership card with you at all times. It includes the telephone numbers of the three major worldwide International SOS Assistance Centers. In the event of an emergency, call one of the emergency phone numbers listed on the card. If you do not have a card, you can print one now.

  What do I need to do to use the program?
  In order to utilize any of the medical or travel services listed under Membership Benefits, contact any Assistance Center from anywhere in the world by calling directly, calling collect or calling the toll-free number.
  To ensure a prompt response when calling, you should be prepared to provide the following:

  • Your name, location, age, gender and nationality
  • Your International SOS membership number: 11BCAS786599 (use this code to access the University of Miami International SOS web site when using the web site)
  • The telephone number from which you are calling (in case you are disconnected)
  • Your relationship to the University of Miami employee (if the person calling is not the employee)
  • Name, location and telephone number of the hospital, clinic or treating doctor (when applicable)

  What if I have pre-trip questions about my travel destination?
  In addition to calling the Assistance Center for any pre-trip questions you may have, you can access our Country Guides by selecting a country from the dropdown menu on the left navigation pane. These comprehensive guides provide both medical, security and general travel advice, such as information on the standard of health care, how to pay for medical care, the availability of medications, safety of the blood supply, embassy/visa information, dialing code information, cultural etiquette and financial and voltage/plug information.

  Do I need to activate my membership?
  No, your membership is already active. Simply carry the card in your wallet at all times while traveling. Whenever you need service, contact one of the emergency phone numbers listed on the back of the card. You do not need to report specific trip dates to International SOS each time you travel.

  What are Email Alerts?
  You have the option to sign up for Medical and/or Security Email Alerts. Medical alerts are issued when there is an unusual health risk that, in the opinion of International SOS medical professionals, may negatively impact travelers or expatriates visiting a specific country or region. Security alerts are issued when the team of security professionals from International SOS has identified a security risk in a specific country or region.

  What do I do if my card is lost or stolen?
  You can print the card now.

  What if I need a doctor?
  The International SOS Worldwide Assistance Centers are listed on the back of your card. Call the International SOS Assistance Center that is nearest to you for a referral to a doctor who speaks your language.

  What if I need a lawyer while overseas?
  Call the nearest International SOS Worldwide Assistance Center for legal referrals.

  What if I need prescription medication?
  We can help if you require a prescription that a local physician cannot obtain, or you need to replace lost, stolen or depleted medication. International SOS will, when permissible by local law, send the medication you need.

  What if I am hospitalized?
  Call the nearest International SOS Worldwide Assistance Center. International SOS will immediately take steps to evaluate the care you are receiving and determine what actions must be taken to ensure your safe and speedy recovery.

  What if local medical facilities are not adequate?
  If you are hospitalized in an area where adequate medical facilities are not available, International SOS will obtain approval from University of Miami’s Health and Medical Services to evacuate you to a medical facility capable of providing the required care. A physician supervises evacuations, and when necessary, a medical specialist or nurse will accompany you during the evacuation. An air ambulance will be used when required.

  What happens when I am released from the hospital and still need help?
  When your condition is stabilized and International SOS has determined that it is medically advisable to bring you home or to a facility near your permanent residence, International SOS will again obtain approval from University of Miami and arrange the repatriation under medical supervision.

  Will International SOS pay my medical bills?
  After approval from University of Miami, International SOS will guarantee and pay all costs associated with your medical care. International SOS will also medically monitor and evaluate your condition and ongoing medical expenses during your hospitalization.

  What should I do if I am concerned about my security or in the event of a security emergency?
  Contact us and a security specialist will assist you for both urgent and non-urgent situations.

  What is security evacuation assistance and coordination?
  We will assist you in the event of threatening situations such as civil and political unrest, insurrections, revolution and similar situations by providing information, guidance and resources in the event personal safety and security can no longer be assured.

  How do I access up-to-the-minute information about security alerts, warnings and the latest situations?
  You can visit Travel Security Online.

  In the event of death...
  International SOS will render all assistance possible to obtain clearances and arrange transportation for the return of mortal remains.

• How should I book a hotel reservation if traveling for University business?

  Hotel reservations may be booked through the Travel Portal or via a live agent.

• Can I book group hotel reservations on the Travel Portal?

  Single-room hotel reservations can be booked through the Concur portal at any time. If you need multiple rooms for multiple travelers, it is suggested to book directly through a live World Travel agent via phone at 888-206-6044 (calling from outside U.S.: 610-695-6080) or email at UMiami@worldtravelinc.com. Please note: Hotel corporate rates are based on reservations for less than 10 individuals. When booking for groups of 10 or more, this qualifies as a group reservation/room block where employees are responsible for contacting hotels directly to contract prices for groups.

• What do I do if the conference I am attending has a special conference hotel rate?

  Conference hotel room rates must be booked directly through the conference organization to take advantage of the conference discounted rate.

• I am flying into one airport but need my hotel in a different location. How do I do this?

  Continue through the booking tool as if you are just doing an air-only trip. Do not choose a car or hotel while filling in your cities and dates on the main page. Upon reserving your flight, you will be presented with the Travel Details page, where you will have the option to add hotel and cancel hotel.

• What hotels have established discounts for the University of Miami?

  When traveling for UM business, the Travel Portal includes pre-negotiated and discounted rates when booking. Negotiated rates can be found on the Travel Management website, under Hotel Discounts listing.

• Are hotel discounts also available for personal use?

  Yes.

• Can anyone other than University of Miami employees take advantage of hotel discounts?

  University parents, alumni, UHealth patients, and individuals traveling to conduct business with the University can take advantage of our South Florida hotel discounts. Booking instructions can be found on Travel Management website, under Hotel Discounts listing.

• Can I book an Airbnb if on business for the University of Miami?

  University employees can book Airbnb's for stays three (3) days and greater. Please refer to the University of Miami Travel Reimbursement policy for more information. Exceptions may be made through Risk Management.