Carey Connect FAQs
 

Carey Connect FAQs

Below you will find a comprehensive list of frequently asked questions about our CareyConnect.com travel management website. 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 department.

 

Q: What is Automated On-Location Notification?
A: Automated on-location notification (OLN) is a complimentary service provided by Carey International that provides the passenger with an alert via SMS-Text, E-mail, or Mobile Push Notification when their chauffeur has arrived at the pick-up location, and includes the chauffeur name and mobile number (or an alternate local dispatch number), and meeting instructions (when necessary).

Q: How do I sign up to receive On-Location Notifications?
A:

  • Users with an existing passenger profile containing a valid country code/mobile telephone number, who have not already selected a preferred method of receiving On-Location Notifications, (E-mail, SMS, Mobile Push Notification) previously, will be automatically   selected to receive On-Location Notifications via SMS-Text.

  • When updating an existing passenger profile via the website, mobile app, or the Customer Engagement Center, you will be required to select at least one delivery method for On-Location Notifications (E-mail, SMS, Mobile Push Notification).

  • When creating a new passenger profile via the website, mobile app, or the Customer Engagement Center, the default settings for On-Location Notification delivery will be SMS-Text, when country code/mobile telephone is included or to E-mail where no country code/mobile telephone number is included.  The user can always change the delivery method by changing their settings in their passenger profile.

  • For users booking through automated booking channels (Deem, Groundspan, CESDirect and other proprietary technology services) the default settings for On-Location Notification delivery will be SMS-Text, when country code/mobile telephone is included in the reservation or to E-mail where no country code/mobile telephone number is included.

  • Passengers will not receive a Double Opt In request when SMS delivery is selected On-Location Notifications.  Any other SMS notification opted in will generate the Double Opt in request to the Mobile number from the Primary Address.

Q: How do I unsubscribe from On-Location Notifications?
A: If at any time you decide you would like to stop receiving On-Location Notifications, you can opt-out by replying STOP to any message sent to your mobile phone.

You can also opt-out by visiting the account settings options of your passenger profile and changing your notification preferences.

Q: What is Automated Pre-Trip Notification?
A: Automated Pre-Trip Notification (PTN) is a complimentary service provided by Carey International that provides the passenger with an alert via SMS-Text, E-mail, or Mobile Push Notification prior to pick-up (typically 24-hours) re-confirming the trip details including pick-up time, address, vehicle type and destination address.

Q: How do I sign up to receive Pre-Trip Notifications?
A:

  • Users with an existing passenger profile containing a valid country code/mobile telephone number, who have not already selected a preferred method of receiving Pre-Trip Notifications, (E-mail, SMS, Mobile Push Notification) previously, will be automatically  selected to receive Pre-Trip Notifications via SMS-Text.

  • When updating an existing passenger profile via the website, mobile app, or the Customer Engagement Center, you will be required to select at least one delivery method for Pre-Trip Notifications (E-mail, SMS, Mobile Push Notification).

  • When creating a new passenger profile via the website, mobile app, or the Customer Engagement Center, the default settings for Pre-Trip Notification delivery will be SMS-Text, when country code/mobile telephone is included or to E-mail where no country code/mobile telephone number is included.  The user can always change the delivery method by changing their settings in their passenger profile.

  • For users booking through automated booking channels (Deem, Groundspan, CESDirect and other proprietary technology services) the default settings for Pre-Trip Notification delivery will be SMS-Text, when country code/mobile telephone is included in the reservation or to E-mail where no country code/mobile telephone number is included.

  • Passengers will not receive a Double Opt In request when SMS delivery is selected Pre-Trip Notifications.  Any other SMS notification opted in will generate the Double Opt in request to the Mobile number from the Primary Address.

Q: How do I unsubscribe from Pre-Trip Notifications?
A: If at any time you decide you would like to stop receiving Pre-Trip Notifications, you can opt-out by replying STOP to any message sent to your mobile phone.

You can also opt-out by visiting the account settings options of your passenger profile and changing your notification preferences.

Q: Why can’t I choose to opt-out of certain notifications?
A: Certain Notifications such as On-Location Notification and the 24-Hour Pre-Trip Notification are mandatory and a key part of the traveler’s experience with Carey International services.  These notifications help our clients locate their vehicles at the pick-up location as well as confirm that the pick-up time and/or location is still correct 24 hours prior to service.

Q: Why does Carey International require the passenger’s mobile telephone number?
A: Carey International requires a mobile phone number in order to provide the highest level of service to our customers.  Carey International may contact the traveler at any time via the passenger’s preferred communication channel, SMS-Text, E-mail, or Mobile Push Notification for the sole purpose of sending vital trip information including On-Location Notifications and Pre-Trip Notifications.  Carey International does not utilize this information for sales or marketing purposes and it is never shared with any partner or third party vendor.

Q: In which cities are Notifications currently available?
A: Notifications are currently available for all Embarque service areas and select Carey service areas within the United States.

Q: Why am I not receiving notifications for my trips?
A: There are several reasons a passenger or arranger may not receive a notification?

  • You are booking travel in a city that does not currently possess the proper updated technology platform and notifications are unavailable.

  • Your passenger profile information is incorrect and needs to be updated.

  • An outage of the Notifications system has occurred.

Q: What is the difference between a Travel Arranger and a Travel Manager?
A: If you click on the “?” icon on the Registration page, the differences between a Travel Arranger and a Travel Manager are defined. As a Travel Arranger, you will be able to manage reservations and profiles for one or more passengers. As the Travel Manager, you will be able to manage use of your account(s), with visibility into people and reservations who use it. Travel Managers are able to oversee Travel Arrangers and grant administrative rights.

Q: How do I register?
A: Visit www.careyconnect.com, then click on the “login/register” button in the top right corner, select “register”, then enter the required information, including your e-mail address and office or mobile phone number, in the form provided, and choose “submit”. If your information was located in our database, you will receive a confirmation e-mail to the e-mail address you provided in your registration form. Otherwise, you will be directed to provide additional details to complete your registration.

Q: Where do I log-in?
A: Visit www.careyconnect.com, then click on the “login/register” button in the top right corner, and select “log-in”. Enter your e-mail-address and password when prompted. If all of your information is correct, you will have successfully logged in.

Q: How do I sign up for an account?
A: The home page of the Carey Connect website has a section at the bottom of the screen that says “Corporate Accounts.” If you click on “Corporate Accounts” you should see the option to “Apply for an Account.” Click on this selection and fill out the required “Account Setup Form.”

Q: At registration and log-in, I am receiving an error that says ‘please enter a valid email address?
A: You must enter the “@” sign and the full email address (i.e. jane.doe@gmail.com –not jane.doe) or you will receive an error message that states, “please enter a valid email address.”

Q: I am receiving an error that says “not authorized to login” and is instructing me to go to the passenger website?
A: If your email address is not recognized as an arranger, you will receive an error message stating you are not authorized to login and to go to the passenger website. If you have not registered with the Carey Connect website, you will need to do this prior to logging in. The Login page has a prompt towards the bottom of the page, under the Password and Login button, that says “Don’t have a profile? Register for free.” By clicking on the “Register for free” blue link, you will be directed to the Registration page.

Q: Why do I have to change my log-in information?
A: In order to streamline the booking process and eliminate the risk of duplicate passenger profiles that may lead to a service issues, passengers are now recognized by their e-mail address or mobile telephone number to assure that every time you access the passenger profile, the correct profile is displayed and updated with any changes real-time.

Q: What if I forgot my password?
A: Click on “Forgot password?” listed in blue font on the Login page. The system will prompt you to enter the email address you used to register, then click on “Reset Password.” If the system recognizes the email, you should receive a message that states instructions for resetting the password have been sent to the email address provided. You will then receive an email which will provide you with a temporary password and a link directing you back to the website. For security reasons, no one at Carey International is able to see your password; therefore, we are unable to provide you with this information over the phone. IF YOU DO NOT RESET YOUR PASSWORD WITHIN 24 HOURS OF RECEIVING THE PASSWORD RESET EMAIL, YOU WILL HAVE TO REPEAT THE RESET PASSWORD PROCESS ALL OVER AGAIN.

Q: What if I forgot my log-in ID?
A: Your log-in ID is the email address you used to register with Carey Connect. If you have forgotten the email address you used, you will have to re-register. If the e-mail address is recognized during the registration process, you will be prompted to reset your password.

Q: Can I update/change my email address, but still access my profile information?
A: Our Account Services department is the only group that has access to update email addresses. Account Services can be contacted at 800-406-0941 account.services@careyconnect.com

Q: I need to change the way my account is set up (i.e. to add an authorized arranger). What do I need to do?
A: Our Account Services department will need to assist you, Account Services can be contacted at 800-406-0941 account.services@careyconnect.com

Q: How do I change my password?
A: There are two ways to change your password. 1) If you need to change your password without logging in, click on “Forgot password?” listed in blue font on the Login page. The system will prompt you to enter the email address you used to register, then click on “Reset Password.” If the system recognizes the email, you should receive a message that states instructions for resetting the password have been sent to the email address provided. You will then receive an email which will provide you with a temporary password and a link directing you back to the website. 2) If you need to change your password once logged in, click on the “my profile” button on the left, then select the “change password” option from the center of the screen. Enter your new password in each box provided, and click “save”.

Q: I am receiving a message stating, “We are unable to complete your login request”. Please call 800-406-0941?
A: This message indicates that there is an issue with the account trying to be accessed that cannot be addressed without assistance. Our Account Services Department can be contacted at 800-406-0941 or account.services@careyconnect.com

Q: Why can’t I view Carey Connect in Internet Explorer?
A: Carey Connect was designed to work with modern browsers Google Chrome 26.0, Firefox 20.0, Internet Explorer 9 and above. With IE 9 and 10, user must have no compatibility settings in order to login.

Q: How do I book a reservation?
A: Arrangers can book reservations from several different screens on the Carey Connect website from the “+ Reservation” button on the upper left-hand corner of the website. After this button is selected, the user will be prompted to choose one or more passengers.

Q: Where do my passengers make reservations?
A: Passengers can make their own reservations or change existing reservations for themselves by using the new passenger websites carey.com or embarque.com, or the new mobile applications. From there they can only alter elements associated with their own account, preferences, and trips they book.

Q: I cannot add a passenger on the Passenger Management page—the fields to add passenger information are unavailable?
A: Older laptops and/or monitors may not generate a proper view of the Carey Connect website due to the site’s minimum resolution requirements of 1400 pixels. You may need to use a more modern laptop and monitor to successfully view the Carey Connect website.

Q: I have booked with Carey/Embarque before, but the website is not giving me immediate access to passenger profiles and/or accounts that I have used in the past. I have to wait for an approval. Why is this?
A: The email address you used to register to our website has not previously been associated to a profile in our reservation system, or is an older email address, and therefore you were forced to re-register. Our new system did not recognize your information/identity. In cases where email addresses are already associated to a profile in our reservation system, customer data (i.e. access to passenger profiles and accounts) will migrate to the new systems. These steps are put into place to protect the security of our passengers and accounts.

Q: I have not yet received approval to manage a passenger I urgently need to book a reservation for. How do I expedite this process?
A: For security purposes, a notification has been sent to the passenger asking him/her to approve or deny your request to access his/her profile. You may contact the passenger to ask him/her to approve this request and to give you access to his/her profile. You may still book for this passenger while their profile is pending approval.

Q: Where do I add or edit my profile information (email, password, accounts, phone number, etc)?
A: Travel arrangers/managers can go into the “My Profile” tab/screen to add or edit profile information. Passenger information can be added or edited via the “Passenger Management” tab/screen.

Q: Where do I enter my account information?
A: Travel arrangers/managers can go into the “My Profile” tab/screen to add or edit account information. Passenger information can be added or edited via the “Passenger Management” tab/screen.

Q: What purpose do the color blocks in the Passenger Management screen serve?
A: This feature allows Travel Arrangers/Managers to identify and sort passengers through a color-coding system such as title or hierarchy (i.e. C-level executives are coded “red,” VPs are coded “yellow,” managers are coded “green,” etc.), departments, companies, or however they choose. This feature gives arrangers the ability to customize and sort their list of passengers.

Q: How do I add a single passenger to my account?
A: Under the Passenger Management tab, you can add passengers along with contact, preference, and billing (accounts; credit cards) information. After the passenger is added to the passenger management screen, click on the passenger’s name or the pencil icon to edit the traveler’s profile. Under the “Accounts tab,” on the right hand side of the screen, you should see “+Add Account” in blue text. After clicking on these words, you should be able to input an account # after “WA.” After selecting the “Save” button, the account name and number will appear with a “pending” status until the assigned Travel Manager, or Account Services if a Travel Manager is not assigned, approves the request to use the account. Until the request is approved for a direct bill or account credit card account, the Travel Arranger must bill the account to a credit card. Once the account has been approved for use it will read an “accepted” status.

Q: How do I review receipts for past services?
A: The “Admin” tab on the Carey Connect website allows you to search for invoices and receipts.

Q: Can I see the route the chauffeur will take via the Carey Connect website?
A: Yes, there are a few ways you can view the chauffeurs’ route. One way is by using the “Quick Quote” tab and inputting stop information; a map should appear on the right-hand side displaying these points. Another way to identify this information is to select the “Manage Reservations” tab. The user should click on the passenger’s name beside the associated reservation or select the gear icon and select “View Full Reservation.” After the trip has completed, a map should display on the right-hand side of the screen with the inputted locations.

Q: How can I track the location of the vehicle?
A: By clicking on the “Track Vehicles” selection on the website, you are able to view a map showing the vehicle’s location. This is made possible through GPS tracking capabilities.

Q: Why can’t I see my stops on the track vehicle map?
A: Only pick-up and drop-off locations are displayed on the map.

Q: What is the coloring aspect of the pinpoint?
A: The color you associated with the passenger. The default color is grey. If the location is current or moving then it will display as a green pinpoint upon clicking of the particular reservation and the line plotting will be colored in red.

Q: What is the code within the pinpoint?
A: Pick-up is showing as A0,B0 and drop-off shows as A1,B1 (stops are not displayed). If the vehicle is one the move, the pinpoint of the current location will be shown as green and the code will be ‘A’ or ‘B’ according to the reservation list.

Q: How do I stop receiving SMS notifications?
A: Travel arrangers/managers can go into the “My Profile” tab/screen to add or edit notification preferences. Check the box to “opt-out” from next to SMS

Q: I received a notification stating my chauffeur was on location when I was in one city, but I never received a notification when I was in a different city. Why is this?
A: On location notifications are currently available in select U.S. cities. These cities include Boston, Chicago, Dallas, Detroit, Los Angeles, Miami, New York, Philadelphia, San Francisco, Stamford, and Washington, D.C.. Carey International is working to provide on location notifications in every city in the near future.

Q: I received a notification stating someone is trying to access my passenger profile. I don’t know this person. What should I do?
A: Please select the deny option; the arranger will not be allowed to access your profile.

Q: Can I opt-out of all notifications for myself and/or my passengers?
A: No. Currently, the following notifications are mandatory—meaning there is no option to opt-out. To avoid incurring a cost to the customer, the default method for sending mandatory notifications is email. Mandatory notifications include: Welcome to Carey International, Password Reset, Booking Confirmations, Booking Modifications, Booking Cancellations, Profile Modification, Access Passenger Profile, and Approve/Deny Profile Access, Add Account to Profile.

Q: How do I sign up for Carey Rewards Club?
A: You can select the “Join Carey Rewards” option in the registration screen menu, or you can join any time once you have registered by clicking the “Carey Rewards” option on the main menu. Once you select to join, you will be guided through the necessary steps.

Q: What is the Unlimited Budget® Program?
A: Unlimited Budget® is a travel agent loyalty program of Avis Budget Group and is only available to travel professionals age 18 and over in the U.S. and Canada. To earn Dollar Rewards, you must be enrolled in the Unlimited Budget program. Learn more at www.unlimitedbudget.com

Q: How do I sign up for Unlimited Budget?
A: To enroll in the Unlimited Budget Program, you must have a valid ARC/IATA number and reside in the U.S. or Canada. Please visit www.unlimitedbudget.com to learn more about the program or to enroll.