Mobile FAQs
 

Mobile FAQs

Below you will find a comprehensive list of frequently asked questions about The Carey Mobile Application. The order that the questions appear is determined by the frequency of the question asked. If you do not see the answer to you particular question in the first 5-10 entries, then you should use the search function at the top of this page to locate your specific question. If you are still unable to locate an answer to your question after searching, please access the directory tab and contact the appropriate Carey department.

 

Q: Does the App work in iOS 8?
A: Yes.  The App does work in iOS 8.  There are some outstanding issues related to payment and booking as-directed trips that will be fixed with the next release of the APP that users on iOS 8 will need to work around for the near term.

 

 

Q: When will you launch an App that is compatible with iOS 8?
A: We expect to have the next release of the mobile app available for download before 10-15-14.  We will send an e-mail to all iOS users at this time informing them of the release.

 

 

Q: Why does the App keep crashing when I try to select a saved credit card in iOS 8?
A: Due to the ongoing issues with iOS 8, the App now crashes when users in iOS 8 try to use a saved form of payment to make a new reservation.  Until we can publish a new version of the App, we have made a change to the system that will allow customers to make reservations as usual, by entering a credit card for the new reservation.

 

To reiterate, this problem only exists for those running the App on iOS 8, and will be fixed with the next release of the App.

 

 

Q: What do I do when the App crash when I add or delete stops to an as-directed reservation, then try to reorder them?
A: Until the next release of the mobile app, iOS 8 users will have to book as-directed reservations without changing the order of the stops or deleting them once entered to avoid crashing.  If problems persist, please call 800-336-4646 to book the reservation via our customer engagement center.

 

 

Q: Where do I get the App?
A: The Carey Mobile Application is available for iOS in the App Store and Android in Google Play.

 

 

Q: Where does the application work?
A: The Carey Mobile App works as a booking application anywhere the user can connect to the internet.  At this time, some of the support functionality, such as certain notifications, vehicle location GPS, and chauffeur information is limited to Carey-owned locations.

 

 

Q: What If I don’t have an iphone or Android device, can I still use the App?
A: The Carey Mobile Application was designed to work best on the iOS 7.0 and the Android 3.0 operating systems.  Later versions of iOS and Android will also run the application.  Any device using a different operating system will not run the application.  Any device using an older version of iOS or Android may not run the application properly.  Customers wanting a mobile experience that are currently excluded from running the mobile application, may visit www.carey.com, and use the mobile version of our website.

 

 

Q: What services can I book with the Carey App?
A: Carey App users can book all standard Carey services via the mobile application.  Including transfers, and as-directed services.  Customers may also use the many support features of the application that include GPS vehicle tracking, chauffeur information, and numerous trip status notifications.

 

 

Q: How does the “remember me” function work?
A: When the user has logged into the app with the remember me toggle turned on, exits the app, and then clicks on the app icon again within 60 minutes, the same screen will open  from the same screen where the user clicked on the home button to exit the app.

 

When the user has logged into the app with the remember me toggle turned on, exits the app, and then clicks on the app icon again after 60 minutes then the login details are pre-populated with the password field masked with asterisk and user could login by simply swiping the login button.

 

If the user purposely logs out of the app then he/she would be required to enter the login details again and the login credentials will not be saved.

 

 

Q: How do I locate my chauffeur?
A: The locate chauffeur button will not display if the booked trip does not occur in a Carey city that supports this feature.

 

When the “locate chauffeur” button is displayed, it does so 15 minutes prior to the scheduled pickup time (30 minutes for trips through Carey’s Private Aviation Ground Transport Department)

 

Upon visiting the home screen, a check is done to determine whether there are any reservations for which the locate chauffeur button should display.  Otherwise the home screen is refreshed every two minutes.

 

If the user taps on the locate chauffeur button after the trip has ended (and the button has not yet been removed), the home page refreshes to remove the button.

 

 

Q: How do I track my vehicle on “locate chauffeur” map screen?
A: The locate chauffeur map does not automatically refresh. The user must tap the refresh icon to view an updated location for the chauffeur.

 

If the page does not refresh or the vehicle is not tracking, the user should call Carey’s Customer Engagement Center, 800-336-4646

 

 

Q: How do I use “trip cards”?
A: Building a collection of trip cards allows the user to streamline the booking process by creating a saved bank of pick-up and drop-off locations to quickly populate reservation fields.

 

In Android, tap the front of the trip card to turn it over. In iOS, swipe the front of the trip card to turn it over. The arrow icon in the upper right corner also turns over the trip card.

 

Upcoming reservations are sorted by date and time with earliest first. Completed reservations are sorted by date and time with most recent first.

 

 

Q: What is Concur Expense?
A: Concur Expense, also known as SAP Concur, is an expense management tool that integrates corporate travel booking with expense tracking, aggregating receipts from multiple travel vendors into a single, automated expense report.  Concur also provides business travelers and business travel programs with reporting functionality to identify spending trends and help control costs.  Learn more at www.concur.com

Q: How do I become a Concur Expense user?
A: If your company is interested in using Concur, your travel program manager or administer should contact Concur’s Sales Department Information on how to contact Sales can be found below. Once you are a customer, individual user profiles are created by your company’s Concur Administrators.  Contact Concur Sales Department at www.concur.com/en-us/contact

Q: As a first-time user, how do I get login information for my Concur account?
A: Once your company is a Concur customer, user profiles are created by your company’s Concur Administrators and login information is emailed to you. If you do not know your credentials, you can navigate to www.concursolutions.com and click the link “Forgot your user name?” to have your user name emailed to you.

Q: How do I connect my Carey® Profile to Concur Expense?
A: Passengers can connect their Carey profile to their Concur Expense account by visiting the Carey or Embarque website and navigating to [My Profile]>[Expense Management] and then clicking on the ‘Link to Concur’ option.  Each user will need to have his or her Concur ID (email address) and password ready as these are required to grant the Carey systems access to forward expense data into Concur’s system.  Passengers can also connect via the Carey or Embarque mobile app by following the similar steps.

Q: How do I create a Carey Profile?
A: Websites: You can create a Carey profile by visiting  www.carey.com navigating to the top right corner of your screen and choosing “register” from the options provided.  Follow the prompts by filling out the information fields provided and within minutes you have created a Carey profile.  Make certain you know your Carey account number to assure that your profile is linked to your company’s Carey account.  (Please note, if using our Embarque® service you will be required to register separately, but you will retain a single passenger profile across all channels)

Mobile Apps: Passengers can create a Carey profile via the Carey Mobile application.  Simply download the mobile app and register yourself as a user. Make certain you know your Carey account number to assure that your profile is linked to your company’s Carey account.  (Please note, if using our Embarque® service you will be required to register separately, but you will retain a single passenger profile across all channels)

Important note: For passengers who also have an arranger or travel agent booking travel for them, they may already have a profile created in our system.  If this is the case, upon registering, our system will notify the user if a profile has already been created and will prompt the user to re-set his or her password.

Q: How does it work?
A: Carey International uses each passenger’s unique profile ID and links it to the Concur user ID for that traveler.  Both Carey International and Concur use the email address of the traveler as the unique ID.  For the Concur Expense integration to work, all reservations booked for the passenger MUST include the passenger’s email ID used to register with Carey or Embarque.

If working with a travel agent or other arranger, each traveler must communicate this requirement.  If arrangers or agents wish to configure their traveler’s profiles to not receive emails, or request emails be forwarded to an alternate recipient this can be set on www.CareyConnect.com or can be updated by Carey International’s Account Services Department.

Q: Where do I go if I have further questions about Concur Expense?
A: Answers to commonly asked questions can be found in the Knowledge Base on the Concur Support Portal. The Knowledge Base can be accessed by logging into your Concur account, clicking Help > Contact Support, and by navigating to the Resources tab. From here you can search for articles and documents relevant to your concern.