Q1. What services can I book through CTM?
A1. Services available through CTM include air travel, accommodation, and car rental. These services are designed to provide a comprehensive solution for government travel, ensuring that all travel needs are met efficiently and cost-effectively. By booking through CTM, entities can take advantage of the negotiated rates and streamlined processes provided by the WoAG Travel Arrangements.
Q2. How can I make my booking?
A2. Bookings can be made through two channels:
- Online: CTM offers an Online Booking Tool (OBT), allowing Travel Bookers to book air and land travel, car rental, and accommodation quickly and efficiently. The OBT is the most cost-efficient booking channel.
- Offline: Complex travel, such as VIP travel and charter travel, can be booked through CTM's consultant team via phone or email. Complex group travel can also be booked through CTM's consultant team.
Q3. Can I book international flights through CTM?
A3. Yes. International flights originating within Australia (e.g. Sydney to London) must be booked through CTM. International flights between overseas locations (e.g. London to Dublin) may be booked through CTM, although it is not mandatory.
Q4. Can I book my airfares and then book my accommodation later?
A4. It is recommended that accommodation is booked at the same time as flights, this avoids two (2) transactions fees and as far in advance as possible to maximise the opportunities of room availability and competitive rates.
Q5. Is it mandatory to book all travel originating in Australia through the Australian Government's Travel Management Company (TMC), CTM?
A5. Yes, it is mandatory to book all official travel originating in Australia through CTM. This requirement ensures that all travel bookings are made in compliance with government policies and that the negotiated rates and terms are applied. By booking through CTM, entities can take advantage of the cost savings and streamlined processes provided by the WoAG Travel Arrangements. Additionally, booking through CTM ensures that all travel data is captured and reported accurately, facilitating better travel management and oversight.
Q6. Is the domestic leg of my international travel considered part of the international travel?
A6. Yes. Any domestic sectors flown within Australia (e.g. from Canberra to Sydney) to connect with an international departure are considered part of the international travel for reporting purposes. Entities should refer to their Accountability Authority Instructions (AAIs) and internal processes for more information regarding the permitted class of travel for domestic legs of international trips.
Q7. Can changes be made to a booking that was made on the OBT?
A7. Changes to existing bookings can be made online (via the OBT) or offline (with the assistance of a CTM consultant). The process depends on how the original booking was initiated:
- Online bookings: Changes can be made through the OBT before the airlines have issued tickets.
- Offline bookings: Changes can only be made via a CTM consultant and may attract amendment fees.
Q8. Can entities book air travel on a non-panel airline?
A8. Yes. The WoAG Air Travel Services panel is a non-exclusive arrangement, and entities may use non-panel airlines. However, entities must still adhere to Resource Management Guide No. 404 - Official Domestic Air Travel - Use of Lowest Practical Fare and Resource Management Guide No. 405 - Official International Travel - Use of the Best Fare of the Day when booking air travel.
Q9. Can an entity traveller request a preference for a particular airline or aircraft type (e.g. jets)?
A9. No. Participating entities must comply with the requirements of the Lowest Practical Fare and International Best Fare policies. Value for money is the overarching consideration when selecting air travel. Accordingly, entities must select air travel based on an impartial consideration of the available fares, not a personal preference for a particular airline or aircraft type.
Q10. What are the different domestic airfare ticket types and their conditions?
A10. Domestic airfare ticket types include fully flexible, semi-flexible, and restricted fares. Each type has different conditions regarding changes, cancellations, and refunds. Fully flexible fares offer the most flexibility, allowing changes and cancellations without penalties. Semi-flexible fares offer some flexibility, but may have restrictions on changes and cancellations, and may incur penalties. Restricted fares offer the least flexibility, with strict conditions on changes and cancellations, and may not be refundable. It is important for travellers to understand the conditions of each fare type and choose the one that best meets their travel needs while complying with the LPF policy.
Q11. How do I access my itinerary, e-ticket and boarding pass?
A11. CTM issue itineraries and e-tickets to entities via email. Depending on the entity's configuration, CTM will email these documents to the traveller and/or the Travel Booker. Itineraries can also be accessed via CTM's Portal. Boarding passes are issued only by airlines and can be collected at the airport or retrieved electronically via the airline's website or mobile app.
Q12. How are Tickets in Credit managed through the Arrangement'?
A12. CTM's credit system automatically apply available credits to future bookings. Entities can configure business rules to control how available credits are applied to future bookings. Tickets in credit will generally expire after a period of 12 months from the original departure date. If the ticket in credit has not been utilised prior to expiry, CTM's credit system will request that taxes and any other refundable portions of the credit are returned to the entity.
Q13. How are Loyalty or Frequent Flyer Points managed through the Arrangements?
A13. Airlines generally award the following two types of points as part of their Loyalty Programs:
- Loyalty Reward Points (LRP) - also known as Frequent Flyer Points – which can be exchanged to purchase flights and upgrades.
- Status Credits – which accrue in the background and contribute to tier status.
LRPs, such as Frequent Flyer Points (FFP), ceased to accrue from the introduction of the Arrangements on 1 July 2010.
CTM, will arrange for the airline to suppress any reward points associated to the booking. Status credits, however, are granted to Australian Government travellers for official travel.
Q14. If a traveller accrues Loyalty or Frequent Flyer Points what should they do?
A14. In the event that a traveller receives Loyalty Points for official travel, the impacted traveller should contact the airline and request a reversal of the points. If the airline is unable to assist, the entity should escalate the matter to their travel team and or Finance.
Q15. Can entities book charter travel through the Arrangements?
A15. Yes, charter travel can be booked through CTM. However, charter travel is not a mandatory element of the Arrangements and entities may book charter travel via alternate means. Finance recommends that entities consider using the Arrangements each time charter travel is required for the following reasons:
- CTM has extensive industry knowledge and awareness of airline licenses and safety credentials.
- CTM has access to competitive charter travel rates.
- Booking charter travel through the Arrangements consolidates reporting of travel expenditure.
Q16. Do the WoAG airfares include an option for “Flying carbon neutral”?
A16. The Arrangements currently do not cover environmental offsets. There are provisions in WoAG Air Travel Services deeds to monitor, track and report on the impact of the Commonwealth's travel on the environment, in terms of its emissions.
Q17. What are the IBF Booking Codes?
A17. The International Best Fare (IBF) Booking Codes identify the reason a fare is selected. When booking official international air travel, officials must identify the reason a fare is selected using the IBF Booking Codes. A table detailing the IBF Booking Codes can be found in the Official International Travel Policy. Reporting on the use of IBF (available to entities through CTM) assists with monitoring travel booking behaviour.
Q18. Do I have to identify an IBF Booking Code when booking international travel?
A18. Yes. When booking international travel, officials must choose the appropriate IBF Booking Code.
