Customer Satisfaction Survey - Comments

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					                                    State Travel Office
                    Customer Satisfaction Survey – Department Resource
                                                   June 30, 2009

                                                                                  Traveler, Dept
What improvements if any, could have been made by the department                  Resource *, or
resource with your travel arrangements?                                                Both                Department
Refunds are VERY slow. We are expected to repay costs ASAP, but                   Traveler               Administration
refunds aren't paid timely.
I did not have any travel arrangements. However, with regards to                  Dept Resource          Administration
DEPARTMENT staff, I would have to say they need to respond to e-mails
or phone calls for out-of-state travel in a timely manner.
I honestly can not think of anything to change. Some of my trips and              Traveler               Administration
changed to already arranged trips were thrown to the travel office with very
little time to spare --- but you guys always came through and I never had a
problem or got stranded. I really appreciate all your efforts.
As a travel agency, I would think your organization would have several            Both                   Administration
recommendations for lodging options in the locations at travel to throughout
Alaska. Yet our staff are the ones responsible for looking for places to
stay. Why don't you have a database with lodging locations, a description
of the amenities, and a price range? I have never worked with a travel
agency who did not have recommendations on travel options related to
lodging or flight options.
Didn't travel in this quarter so didn't need services of the department travel    Traveler               Administration
staff.
Let the Departments do theri own travel                                           Traveler               DCCED
The ability to receive third party reimbursements via direct deposit or ach to    Traveler               DCCED
the state instead of to the traveler. There should be a system in place so
other large government agencies are able to reimburse the state directly.
NOTE: Contact Treasury Division in the Department of Revenue to set
this up.
One minor recommendation. For out of state travel, I recently had to              Traveler               DCCED
reschedule during the weekend, and was not able to do so on the STO link
and no agent was available to process my request. For out of state travel,
this can equate to hefty cancellation fees and the air carrier would not allow
me to revise my itinerary since it was booked by STO. Can this be brought
up in the STO newsletter, even if it falls under the category of helpful tips,
or in the event of.... NOTE: There should always be a live person who
can assist travelers 24/7. When this does not occur please report
using the online complaint process. There is a contact card available
on the STO travel website that can be carried with you for easy
access to the phone number.
No suggestions at this time.                                                      Traveler               DCCED
Prompt or immediate response to travel request. Follow profile to get             Traveler               DCCED
reservations and proper seat assignments.
Less convoluted and fewer documents required. This process has grown              Traveler               DCCED
more intricate instead of less. I dread having to do this process at all.
Been able to make travel arrangements without having to go through the            Traveler               Corrections
STO, caused unnecessary and unneeded delay for which an extra charge
was incurred
Quit making the Departments book through the STO                                  Both                   Corrections
Sometimes it can take a while to get the refund back for my co-workers.           Dept Resource          Corrections
Our refunds have been slow, but due to change in staff in Juneau who              Dept Resource          Corrections
handle the accounting process. This is understandable as cross training
has been involved with the previous person learning new duties while
having to train the new person, and new travel accounting person having to
learn all of the travel procedures.

                    * Department Travel Service Provider (Travel Desk, Travel Coordinator, Reimburser)
                                                       Page 1 of 9
                                    State Travel Office
                    Customer Satisfaction Survey – Department Resource
                                                   June 30, 2009

                                                                                  Traveler, Dept
What improvements if any, could have been made by the department                  Resource *, or
resource with your travel arrangements?                                                Both                 Department
Timely responses from the STO in an effort to complete travel and secure          Traveler               Corrections
the lowest possible fares.
The department travel staff usually works well. It's just difficult to have the   Traveler               Education and
extra step of making requests through the STO because as travelers we                                    Early Development
are one more step removed from that process that takes extra time and
steps and cost.
It seems like the process goes through too many people internally which           Traveler               Education and
gives it greater room for error.                                                                         Early Development
STO duplicates work we have to do in order to even submit requests AND            Traveler               Education and
charges us for doing it again. Nothing personal, but this is an inexcusable                              Early Development
waste of time and money for travel w/in this division.
Paying attention to the travel request that is sent to them. Twice in the last    Dept Resource          Education and
2 days the preliminary travel had incorrect infomration on it. Both times the                            Early Development
travelers start location/end location were incorrect. Also we are not
informed when prices go up substantally before the final tickets are issued,
nor are we contacted to provide us with information on alternate lower rates
for the trip. NOTE: The Travel Request Process, page 10 of 10 and the
Customer Service Standards page 2, on the STO travel website advise
how to handle the approval process if it has been over 22 hours since
the prelim was sent. It is up to the department to advise the STO
agents if they need a new fare quote, or if there is a limit that the
department does not want to exceed over the original fare quote.
Each department and even some divisions have different procedures
or policies regarding this issue. It is up to the travel desks and
travelers to know their policy and to communicate it when sending in
approvals for old preliminary itineraries or changes to ticketed
itineraries.
Give my Department travel staff back the authority to make and pay for my         Traveler               Education and
travel arrangements for me!!!!! It's a waste of my time and theirs to have                               Early Development
me look up and hold my flight reservation and hotel info and then have my
department travel staff email that info to the STO, then the STO emails
back a preliminary itinerary to my department travel staff, then my
department travel staff emails me the preliminary itinerary, then I email
back my approval to my department travel staff, then my department travel
staff emails the approval back to the STO, then the STO emails back the
final itinerary to my department travel staff, then my department travel staff
emails me the final itinerary. So in addition to all the time wasted by myself
and my department travel staff, my department pays an extra $17 for the
privilege of having everything go through the STO. It's absolutely
ridiculous!!!!!
Allow us to do our own travel arrangements when it is faster, easier, and         Traveler               Environmental
cheaper to do so. We shouldn't be required to use a process that is always                               Conservation
slower, often cost more, and is very time consuming (the state should be
concerned that they are spending money on highly paid employees to
spend hours on what should have taken minutes.)
The travel staff are fine, the process involving the use of the travel agency     Traveler               Environmental
is not.                                                                                                  Conservation
The STO provides no benefit. The only way to get the flights i want is for        Traveler               Environmental
me to reserve them myself, then send the reservation code to STO.                                        Conservation
STO is very time consuming and worth the STO fee in regards to: "time,            Traveler               Environmental
money, and value".                                                                                       Conservation
                    * Department Travel Service Provider (Travel Desk, Travel Coordinator, Reimburser)
                                                       Page 2 of 9
                                    State Travel Office
                    Customer Satisfaction Survey – Department Resource
                                                   June 30, 2009

                                                                                  Traveler, Dept
What improvements if any, could have been made by the department                  Resource *, or
resource with your travel arrangements?                                                Both                 Department
The Department staff especially Sue Lee is exceptionally helpful. I just          Traveler               Environmental
think that the amount of time reuqired to go through the STO process for a                               Conservation
simple in-state point to point trip on Alaska Airlines is ridiculous.
More attention to the transfer times, and whether advance check in is             Traveler               Environmental
allowed. I found out that certain Alaska flight combinations are never                                   Conservation
I would like to see step by step instructions for preparing travel in our         Traveler               Environmental
department, especially how to deal with personal travel that happens in                                  Conservation
conjunction with state travel. It seems overly complicated. NOTE: The
STO is preparing to post a Table of Contents for Travel that will
include links to step by step instructions as it relates to the travel
process and the STO. Ask your department travel coordinator for
information specific to your department’s step-by-step process.
allow department staff to book their own travel arrangements and cut out          Both                   Environmental
the middle man!                                                                                          Conservation
The department travel staff are wonderful, however they don't always seem         Traveler               Fish and Game
to see the problems that the STO presents for the travelers. The most
frustrating issues occur as a result of the STO as a third party that requires
more time from me and my staff in general. Quite often we have to point
the way for STO agents to help them find the best travel prices even
though the original requests outline the information and direction quite
clearly.
let me make my own reservations. that way, i know they are correct the first      Traveler               Fish and Game
time.
Let me do my own tickets                                                          Traveler               Fish and Game
Studies show that people who are paid to make worthless widgets,                  Traveler               Fish and Game
eventually become less productive. STO employees should realize they
could better serve huminty by getting a job that contributes something of
value. This is not going away on its own. STO employees should take the
inititive to find other more meaningful work in a massive way. They will
probably feel better and we will all be better off. Our economy will grow.
Honest work is a great motivator in itself.
Improve SOA contract prices. When booked through STO, a Haines-                   Traveler               Fish and Game
Juneau round trip fare was $250. When I booked it myself on the web, it
was $206. Not a good value for the State of Alaska. NOTE: Thank you for
your input. The contractor will investigate this issue with the rural
carrier. Unfortunately, most carriers require the CVC code on the
back of the credit card before you can complete an on-line booking.
The STO agents do not have access to these codes, especially for the
CTS accounts, for security reasons. Alaska and Frontier Alaska have
agreed not to require that number from the STO because we have
guaranteed payment. Perhaps this agreement can be reached with
other rural carriers that offer special on-line booking only rates.
Let me book my own travel, having me do everything (research times &              Traveler               Fish and Game
hotels & make reservations) but actually book the ticket is ridiculous.
When there are NEW TA forms, the travelers should be notified BEFORE
we fill out the old forms.
Inquired about payment method when I asked to be contacted for billing            Both                   Fish and Game
info.
Not go through state travel                                                       Traveler               Fish and Game


                    * Department Travel Service Provider (Travel Desk, Travel Coordinator, Reimburser)
                                                       Page 3 of 9
                                    State Travel Office
                    Customer Satisfaction Survey – Department Resource
                                                   June 30, 2009

                                                                                  Traveler, Dept
What improvements if any, could have been made by the department                  Resource *, or
resource with your travel arrangements?                                                Both                 Department
More than once, the travel staff has booked itineraries that physically are       Both                   Fish and Game
impossible. It has gotten to the point where I have to research the flights
and give the travel office specific flight information, ect. or I get back an
unworkable itinerary.
Faster reimbursement.                                                             Traveler               Fish and Game
Our Department staff are well trained and process travel as rapidly as            Traveler               Fish and Game
possible.
Discontinue - Use Eazy Biz                                                        Traveler               Fish and Game
I have had to make arrangements to travel twice, both times arrangements          Traveler               DHSS
were made outside of the STO. Once because a federal agency paid for
my travel and once because of a side trip. In both cases the STO
preliminary itinerary was significantly more expensive than the intineraries
handled by myself or the federally-contracted travel office; one almost
$400.00 more expensive. It seems that the only program benefitting from
the State Travel Office is the State Travel Office.
Making my own.                                                                    Traveler               DHSS
None                                                                              Both                   DHSS
Be consistent with what they ask for and require. Process refunds more            Traveler               DHSS
timely as we usually spend some of our personal money and having to wait
1 ro 2 months for reimbursement is frustrating.
I feel stronly that Budget Rental should be providing mileage credit as an        Traveler               DHSS
Alaska Airlines partner when state employees rent on state business. The
airlines and hotels provide mileage credit so should Budget.
Ensure that if staff are away from their desks for extended periods of time       Traveler               DHSS
their out of office reply reflects accurately when they will return.
Notifying the travel desk immediately if there are any changes to a               Dept Resource          DHSS
purchased ticket would be nice.
Get rid of the state travel office.                                               Traveler               DHSS
None                                                                              Traveler               DHSS
I called STO to rebook a flight when mine was cancelled due to weather.           Traveler               DHSS
The seats were all full the following day. STO did not contact me to let me
know there were no seats for the entire week until the day I would have
been rebooked for had I been able to stand in line and rebook myself. The
trip had to be cancelled completely. NOTE: Policy as stated in the
Customer Service Information Standards, allows travelers to rebook
travel while in travel status. Alaska Airlines has been reminded to
advise their agents that they can rebook travelers whose tickets were
purchased through the STO. However, except for irregular
operations, such as weather or mechanical delays, Alaska does
charge a service fee higher than the STO service fee, unless the
traveler is MVP Gold.
It took three weeks to have staff complete my TA form for signing after I         Traveler               DHSS
had already completed two other forms regarding the travel. Why not have
individual employees complete their travel information so it goes directly to
the TA, then have travel staff check it over?
Receiving my per diem in a timely manner. I have now been waiting for 60          Traveler               DHSS
days and still have not received it.
ALWAYS stay chipper and upbeat.                                                   Both                   DHSS
Better communication on changes in process and Admin Manual updates.              Traveler               DHSS
Sound a little nicer on the phone :)                                              Dept Resource          DHSS
                    * Department Travel Service Provider (Travel Desk, Travel Coordinator, Reimburser)
                                                       Page 4 of 9
                                    State Travel Office
                    Customer Satisfaction Survey – Department Resource
                                                   June 30, 2009

                                                                                  Traveler, Dept
What improvements if any, could have been made by the department                  Resource *, or
resource with your travel arrangements?                                                Both                Department
I did not know that when there was a discount fare on Alaska Airlines that        Dept Resource          DHSS
one needed a code to add to the Booking Request Form. The travel desk
should let us know about the discount fare and the code needed to get that
fare. Also, I thought that when there was a fare discount that STO would
automatically give us that fare - but they do not. I have no idea how to get
the code as when I asked STO for the discount fare - they gave me the
code. I only knew to ask them for the code because the person flying said
that he did not get the discount fare and wondered why. I asked STO
about that and they said I needed a code - do I get that code from Alaska
Airlines wed site? NOTE: The STO agent should be booking the lowest
fare, including published discount fares. When this does not occur
please report using the online complaint process. However, some
discounts are not published, but rather use Alaska Airlines e-
certificates. These certificate numbers must be included on the
Booking Request Form in order to obtain these fare discounts.
Examples are constituent fares, companion fares if both travelers are
State employees, etc.
A faster turnaround time would be helpful.                                        Traveler               DHSS
Pulll the contract from US Travel allow state staff to make there own travel      Traveler               DHSS
reservations... I used to do my own travel cheaper and faster, have the
state travel staff set perdium and or verfiy tavel...
Watch itineraries - the evening flight JNU to FAI arrives at midnight. I was      Traveler               DHSS
on that flight but the STO booked my hotel for check-in at 3pm that
afternoon. Luckily the hotel had space available so I was able to get some
sleep before a 9am meeting. If I did not have a State Credit Card and was
traveling on other arrangements it would have been a problem. Secondly,
when we suggest hotels for the STO there is a reason. I suggest a hotel
and the STO booked me at a hotel that was more expensive and farther
away that the one I suggested. This makes no sense. I had to overnight in
Anchorage for a 6am flight to Homer. I needed a hotel with a shuttle, that
was close to the airport since it was such an early flight. Why would I want
a hotel downtown Anchorage? Unless the hotel is more expensive or
booked - please pay attention to suggested hotels. NOTE: The hotel
bookings do not show an arrival time, which is why hotels require
credit card numbers to hold a reservation, and why they have
cancellation policies. Once a hotel is held using a State credit card,
the hotel should not be giving your room away no matter what time
you arrive. If a hotel gives your confirmed hotel away, they are
required to find you a comparable room at another hotel and provide
transportation to that hotel. When this does not occur contact the
STO immediately 1-866-762-8728 and report using the online
complaint process.
A couple times the department travel staff could only answer questions by         Traveler               DHSS
stating - "That is what the STO, told us to do... I don't know or understand
it, but that is they way the STO wants it" - I would recommend fully
informing department travel staff, as oppose to saying that is the way it is.




                    * Department Travel Service Provider (Travel Desk, Travel Coordinator, Reimburser)
                                                       Page 5 of 9
                                    State Travel Office
                    Customer Satisfaction Survey – Department Resource
                                                   June 30, 2009

                                                                                  Traveler, Dept
What improvements if any, could have been made by the department                  Resource *, or
resource with your travel arrangements?                                                Both                Department
While the STO does not seek out the most expensive route, they most               Traveler               DHSS
certainly do not seek out the lowest cost either. It is frustrating to see the
STO to actively seek out higher cost flights than what can be found on the
airline's website - then charge us for requiring us to pay a higher cost on
top of that. NOTE: The STO agent should be booking the lowest fare,
including published discount fares. When this does not occur please
report using the online complaint process.
when having to call in while on travel status allowing the traveler to discuss    Traveler               DHSS
the options instead of relaying between the office designee and STO
NOTE: State policy allows for travelers to contact either the STO or
the airline for assistance once the traveler is in travel status.
Please update on local flights for bush travel. Remains somewhat                  Traveler               DHSS
problematic, as sometimes possible flights are missed, that could have
been scheduled. This IS, however, getting better. Thanks for the effort.
Much better up here than when I was in the lower Yukon.
The traveler is still required to perform the research for flights, etc. If the   Traveler               DHSS
traveler does not do this, then the flights are not the cheapest or the most
convenient. The US Travel staff does not provide the options to the
employee, they must do all of the upfront work.
I responded immediately to the initial itinerary, however, the travel clerk did   Traveler               DHSS
not process the itinerary and I did not receive a final. After 2 weeks,
another itinerary was provided to me which added several hours to my trip
and routed me from Ketchikan to Seattle, over 8 hrs of travel rather than
the 4.5 hrs on the initial itinerary. I provided all documentation of my travel
within 2 hrs of returning to work, including signing the TA. Several weeks
later, I was asked again to sign a TA. I understand that the travel clerk is
no longer in her position.
Taking the birthdate off of the rez x let them collect that info at the           Dept Resource          DHSS
counter..its a deterrent. You don't ask for that informations in your booking
request. NOTE: The State is preparing for the day this information is
required by TSA in order to book or ticket a reservation. A traveler
can “opt out” of this requirement, but will be solely responsible for
the consequences.
I believe that we could manage this system ourselves and find better prices       Traveler               DHSS
and also have a quicker turnaround.
Get rid of the STO and let us do our own travel...your department is a            Traveler               DHSS
waste of state resources.
Request more attention be given to special preferences in flight seating          Traveler               DHSS
choices.
None, I am very satisfied.                                                        Traveler               DHSS
We need to go back to using easybiz or just doing travel arrangements on          Traveler               DHSS
our own. The costs for the travels I have done in the last year have more
than trippled compared to when I did them myself a couple of years ago.
I was able to select flights by the cheapest rate to keep the costs down and
now I have no choice but to take what ever they send me.
Let us do it ourselves the way we used to--it was more efficient and we           Traveler               DHSS
shopped for sales.
reimbursed quicker                                                                Traveler               DOLWD



                    * Department Travel Service Provider (Travel Desk, Travel Coordinator, Reimburser)
                                                       Page 6 of 9
                                    State Travel Office
                    Customer Satisfaction Survey – Department Resource
                                                  June 30, 2009

                                                                                 Traveler, Dept
What improvements if any, could have been made by the department                 Resource *, or
resource with your travel arrangements?                                               Both                Department
Listen to those that have to adhere to the week to week changes that are         Traveler               DOLWD
reqiered. Fly to the bush villages, find out that we are wasting money and
massive time by not being able to do our jobs or save the State of Alaksa
money. We are wasting our costomers, (Alaskans) money. Time is money.
Please be consistant and listen to the people and underpaid staff that have
to go by you rules. Very, very good and hardworking State of Alaska
employee's have quit because of consistant changing policies. Please talk
to, and listen to, those State of Alaska employee's that are pressured into
making money to keep their departments afloat. And are doing reduntant
paperwork instead of being in the feild keeping Alaskan's safe, as they
were hired to do.
Provide a list of approved hotel accomodations for state employees.              Traveler               DOLWD
Advertise special rates or airfares and expriration dates for planning
purposes. NOTE: There is a list of preferred hotel providers on the
State travel website. The State cannot advertise specials for hotels
only the contracted rates. We passed fliers on to the department
travel contact list in the past and will do so in the future. Talk to your
travel coordinator about getting on the travel contact list for your
department.
Be more flexible and accommodating while processing TA's.                        Traveler               DOLWD
NA                                                                               Dept Resource          DOLWD
Allow the department travel staff to book travel without the interference of     Traveler               DOLWD
the STO. We would save money in the process.
It would be a great help to check what type of amenities that the lodging        Traveler               DOLWD
has. The place where I was booked did not even have a phone. I ended up
spending about $20 of my own money contacting employers by payphone
as my cell phone did not work there. NOTE: There is a list of preferred
hotel providers on the State travel website. This list does have
amenities at those preferred hotels. One solution would be to
request amenity information when traveling to the bush or when
staying in a B&B. The agents will also be made aware to ask when
booking in a bush community. Thank you for the suggestion.
I have noticed when asking for a particular hotel room or flight that errors     Dept Resource          Law
have been made and need to be corrected.
It would be easier and more efficient if we could book our own travel            Traveler               Military and
instead of paying and agency to do it. With that said, I never get seats                                Veterans Affairs
assigned and my mileage program number is never put into the system.
NOTE: Ensure your profile includes your mileage number and that the
name on your mileage program matches the legal name in your
profile. If they do not, please contact the carrier and have them
change your mileage account name. Agents should provide a seat
number or a reason why they could not assign a seat. When this
does not occur please report using the online complaint process.
Eliminate the STO. It creates an unnecessary layer, time delays, and costs.      Traveler               Military and
Best fares, especially out of state, are missed because of the process.                                 Veterans Affairs




                   * Department Travel Service Provider (Travel Desk, Travel Coordinator, Reimburser)
                                                      Page 7 of 9
                                     State Travel Office
                     Customer Satisfaction Survey – Department Resource
                                                    June 30, 2009

                                                                                   Traveler, Dept
What improvements if any, could have been made by the department                   Resource *, or
resource with your travel arrangements?                                                 Both                 Department
They can read the booking request form for starters. Many mistakes are             Both                  Military and
made due to missed information that we submit on the BRF. The second                                     Veterans Affairs
thing they can do is not argue with us when we bring a mistake to their
attention. It's rediculous that we all have to waste our time (the STO and
us) on simple mistakes that just need to be fixed. Some requests are being
"missed" when we submit them. I have called 2 days after submiting a
request and the STO assistant blatently said "Whoops I didn't see that
request come in!"
The switch to “lowest” airfare prices is resulting in great inconvenience to       Traveler              Military and
the traveler (14-24 hrs travel) versus AAM60.050 direction for the “most                                 Veterans Affairs
direct route” which can be 8-10 hrs at slightly more cost.
Stop using USTravel- it costs more, takes more time and is not efficient.          Traveler              Natural Resources
Let me book my own travel - cut out the middle man!                                Traveler              Natural Resources
They often don't do anything more efficient than if I could do it. In fact, more   Traveler              Natural Resources
often it's done with less efficiency than if I do it myself.
Close it down - waste of time and money. Survey after survey we all say            Traveler              Natural Resources
the same thing - CLOSE IT DOWN.
Maybe call the person and ask them what is the best time or other                  Traveler              Natural Resources
essential info. that could be inputted before purchasing a ticket.
Provide traveler with new Airline Locator # upon final ticketing; often the        Traveler              Natural Resources
prelim # expires; and traveler is unable to access reservation to adjust
seating, etc. NOTE: The STO should include any changed confirmation
codes or booking locators on a final itinerary. When this does not occur
please report to stoaprvl@ustravel.us and after travel report using the
online complaint process.
When a modification was necessary to change the dates and extend the               Traveler              Natural Resources
hotel by one night, travel staff initially indicated that no rooms were
available in the local hotels. No calls were made to the hotel to see if
rooms other than those through the internet were open. Additional
department time was taken contacting the hotel to clear up the matter and
confirm a local booking by phone.
I do not think it is efficient or cost-effective to use a middle man to book       Traveler              Natural Resources
travel.
Look for better deals! Many times we find Hotels and/or flights on Web             Traveler              Public Safety
sites for good prices and the STO books those same hotels for Normal
price or even higher prices. We pay $20 for higher priced flights and
hotels? does not make since.
#1: traveler should automatically receive e-mail Final Itinerary from STO,         Both                  Public Safety
as Travel Desk may forget, be out sick, etc. This in regards to a frequent
flyer for/with the State. #2: The Dept's travel personnel do not fully
understand booking with ResX. #3: The travel desk wants TSA personal
data, says we can enter it in the traveler profile, but we don't do ResX, and
I don't know of anyother place to enter info. Futher, until my superviser
sends something official in writing stating travelers MUST comply, I see no
reason to furnish the info for flights. #4: Dept. seems unsure how to deal
with mileage with personal vehicle - when it's okay or not to receive
reimbursement.
None.                                                                              Both                  Public Safety



                    * Department Travel Service Provider (Travel Desk, Travel Coordinator, Reimburser)
                                                       Page 8 of 9
                                    State Travel Office
                    Customer Satisfaction Survey – Department Resource
                                                   June 30, 2009

                                                                                  Traveler, Dept
What improvements if any, could have been made by the department                  Resource *, or
resource with your travel arrangements?                                                Both                 Department
I think it would save money and time for the Departments to make the              Dept Resource          Public Safety
arrangements themself. There are many times that I double check the
airlines and find cheaper fairs and we wouldn't be out the unnecessary
booking fees. Plus, now with the Res X we still do all the work....go figure?
Let the traveler do thier own travel and eliminate the State Travel office.       Traveler               Public Safety
Stop paying US travel fees for doing what the traveler was able to do in
less time and effort before being forced to use the current system.
none                                                                              Traveler               Revenue
Book the hotel that I requested instead of a more expensive one or explain        Traveler               Revenue
to me why a different hotel was booked. Try to find the cheapest flight
possible and let us know that there is a less expensive flight then the one
we requested if our times are flexible.
Quicker more definitive responses                                                 Traveler               Revenue
I had to fly to and from my destination on red-eye flights. It would have         Traveler               Revenue
been nice to have at least my flight coming home not be a red-eye.
None - They do an excellent job on their end. STO on the other hand               Traveler               Revenue
needs a better training program for new employees.
My departement travel staff is incredible. They would be able to do their         Traveler               Revenue
job so much more efficiently if they didn't have to go through the STO.
Stop using this bureacratic system. What a waste of time and money.               Traveler               DOT&PF
Let the sections do travel again - this is just another level of red tape that    Traveler               DOT&PF
gets in the way!
The fee associated with this service is out of line when my own staff can         Both                   DOT&PF
make the arrangements online. This also gives first hand knowledge of
changes associated with travel and more flexability.
faster per diem and faster close outs.                                            Traveler               DOT&PF
Let us book travel our self.                                                      Both                   DOT&PF
Get rid of STO. Put travel back into the departsments hands. Why are we           Traveler               DOT&PF
forced to use a "go between" ?
I was extremely distrbuted to learn that the travel service would not honor       Traveler               DOT&PF
the Alaska Airlines 25 percent discount offered last week. So we have to
pay extra for not having this service. NOTE: The STO should offer all
applicable discounts when available and when they are within a
department’s travel purchase policy. Some departments do not allow
“use it or lose it” type fares, or web specials that do not allow any
changes. If you think the STO was in error, please report using the
online complaint process.
ask about US travel and this bogus sole source contract                           Traveler               DOT&PF
They could be quicker, more efficient, responsive and competent.                  Traveler               DOT&PF
Automatically put in for complimentary Alaska Airlines upgrades.                  Traveler               DOT&PF
On peirdeim checks
Give more authority to department travel staff.
What the use of using RESX when we are already booking reservations, I            Dept Resource
feel it is our responsibility to make reservations for our coworkers on a one
on one contact verses WAITING for STO PRELIM and then a FINAL.
Do away with STO. What a colossal waste of state money!                           Traveler
The department is great, the STO is terrible.                                     Traveler



                    * Department Travel Service Provider (Travel Desk, Travel Coordinator, Reimburser)
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