Heavy travel volumes and disruptions caused by severe weather, mechanical issues, staffing shortages, and other challenges can leave travelers scrambling to figure out alternatives. When this happens, airlines and Travel Management Companies (TMCs) can be flooded by requests for assistance, resulting in frustratingly long hold times and uncertainty for DoD travelers who need to navigate travel policies to ensure they meet their mission. Read on for recommendations that can help mitigate delays and get you back on track if such circumstances arise.
- Start off on the right foot by using the Defense Travel System (DTS) for all travel whenever possible, including new bookings, changes, and cancellations. If you do need to make a change, find that you can’t do so in DTS, and your departure date is more than a week away, email the TMC. Include your travel start date in the subject line to help agents prioritize your request.
- Prior to booking travel, work with your organization’s travel card Agency Program Coordinator (APC) to ensure your Government Travel Charge Card (GTCC) is activated and has sufficient credit limit. Skipping this step could result in card declines and support calls to the TMC. Defense Travel Administrators should also proactively review the Accounts Info List and Departure Report in DTS to identify travelers who may need their card activated or limit increased.
- Allow 24 hours (excluding weekends and holidays), for DTS authorizations to be worked/ticketed. Contact the Travel Assistance Center (TAC) only when your request has been in “CTO Submit” status for more than 24 hours. For the quickest resolution during business hours, use TAC Live Chat to reach out.
- Confirm your seat assignment using the airline app or website as soon as your airline reservations are ticketed and your invoice has been issued. You only need your last name and airline confirmation number for most websites and apps. Passengers with a confirmed seat assignment are far less likely to be bumped from a flight due to overbooking.
- Sign-up for airline, rental car, and lodging loyalty programs. These often come with benefits like priority rebooking, free wi-fi, dedicated contact channels, additional pre-assigned seat selection options, and priority check-in lines.
- Download apps offered by the airlines, train companies, rental car companies, and lodging chains that you will use during travel. This will allow you to interact directly with the service provider should an issue arise. It also allows the company to notify you if/when they experience irregular operations.
- If you need assistance from a TMC, airline, or other vendor, check alternative customer support options for faster service. If calling gets you placed on an extended hold, look for online options. Some TMCs can handle change requests by email, while others offer live chat on their website or mobile app to address simple requests, like trip cancellations or invoice copies. Just remember to use only one method and only reach out to your assigned TMC. Using multiple channels will only delay response times, and TMCs not assigned to you will not be able to help.
- If you experience a disruption during travel, you may contact rental car and hotel companies directly to book, change, or cancel a reservation. If your flight is delayed or cancelled, rebook directly with the same airline to maintain the government fare. If this isn’t possible, you have more options. Review our Travel Disruptions page for more detailed information on navigating changes to flights, hotels, and car rentals.