FAQ – Egencia Travel Bookings

On the Egencia booking tool there is a HelpButton/Contact us. There you can call Egencia customer services by phone (+44 (0)207 949  5896) for all booking related queries (e.g. changes to bookings, travel options and cancellations).  If it is not urgent, you can 
email Egencia (they aim to reply in 4 working hours). 

You can also use the Egencia Travel App which has an Assist Me function which will put you in direct contact with Egencia Customer Services.  The App can be downloaded from the iPhone App Store or Google Play.

Egencia also has a new BOT chat functionality that you can use to in relation to post booking queries and relevant help centre articles. The BOT can hand over to a consultant should the need arise.

Egencia Customer Services can be busier than normal in the event of airline or transportation disruption, strikes or weather related events.  You can also email Customer Services at customer_service@egencia.co.uk if your query is not urgent. 

Note: all business travel must be booked in accordance with College Expenses Policy and Covid-19 updates and guidance.

The booking process with Egencia has not changed so you can use the guides from your original welcome pack or contact travelsetup@imperial.ac.uk for a copy. 

There are some useful updates and links on the Egencia homepage to help you plan your trip in light of current circumstances:

1. Egencia Travel Advisor – you can check for the latest advisories and restrictions before you book your travel
2. a pre-travel checklist
3. a link to the training hub where you can register for a refresher training webinar
4. the training hub also contains a video capturing some new features on Egencia

Egencia’s help centre (https://www.egencia.co.uk/help-center/) also contains useful articles on all aspects of booking and managing your travel.

Please find details on the Transaction Fees web page

We would suggest booking a hotel with a pre-paid rate (as opposed to payment on departure) and flexible cancellation terms. 

Egencia’s hotel search results now allows you to filter for properties that offer free cancellation (see screenshot below).

Airlines may issue ‘flex’ policies for affected destinations, regions or countries as conditions change or new developments occur.  The Egencia Customer Service teams have access to the most current flexible travel policies.  They will follow the policies to minimize any additional costs that may result from cancelling or modifying your booking.  Please note that if a flexible travel policy has not been issued or if you change your booking outside of the policy parameters, then the original terms & conditions of your booking will apply (for example applicable change or cancellation fee).

Please always refer to the terms of your booking, in particular, cancellation terms which may or may not be flexible or refundable.  Some hotels may be flexible when it comes to non-refundable cancellation fees and may not charge the full amount of the booking.  Please note that Egencia Customer Services can only process your cancellation request AND refund for a non-refundable booking once the hotel has provided you with written (emailed) confirmation that they agree to the cancellation without charges.

Please see Travel Insurance FAQ on COVID-19 for further information.

You can keep up-to-date with trip specific or general travel updates by following the following steps:
 

1. Check your travel Notifications settings which can be found within your Egencia Profile settings.
2. Set your Reservation email settings to Receive emails for my trips only, including E-ticket emails.
3. Select (tick) your Marketing communications setting to receive Travel and Website Alerts.
4. Use the link to the Travel Advisor page (on the Egencia homepage), to find the latest travel advisories, restrictions and news updates (https://www.egencia.co.uk/travel-advisor/).

You can also find travel updates when you log into your Egencia account at https://www.egencia.co.uk or on the Egencia APP.

Please contact the airline directly for updates and changes to your travel.  Please always refer to latest College guidance for staff and students at https://www.imperial.ac.uk/about/covid-19/.