Fox World Travel Frequently Asked Questions (FAQs)

Background: On January 7, 2019, The University will replace its incumbent travel agency, Tower Travel Management, with its new Preferred Travel Agency, Fox World Travel.

Objective: This FAQ is intended as a resource to help you find the answers to the questions most-often asked about the transition to Fox World Travel.

Concur Travel:   FAQs associated with the use of the Concur online booking tool can be found here

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TRAVEL PROGRAM INFORMATION
1. What’s changing; what’s not changing?
2. Overview: Who is Fox World Travel?
3. How do I contact Fox World Travel?
4. What are Fox’ standard days/hours of operation?
5. When should I stop using Tower Travel and begin using Fox?
6. How is a “Preferred” travel agency different from any other travel agency?
7. Is Fox the sole “Preferred” travel agency for University travel?
8. What services will Fox provide?
9. I don’t especially like the GEMS/Concur Travel online booking tool. Why am I being asked to use it?
10. Why should I use Fox rather than go online and book whatever I need wherever I want?
11. How do I reach someone to help on weekends, holidays, and after hours?
12. Can I book at southwest.com or united.com or orbitz.com, enterprise.com, or hotels.com, etc. to make my reservations and receive the University discounts?
13. If I book through Fox, do I lose my airline frequent flier miles, or hotel or car rental rewards and privileges?
14. Sometimes all I need is a hotel or car rental reservation. Should I use Fox to book these?
15. I’ve heard that the travel agency charges a service fee for every call I make. Is that true?”
16. How do I pay for travel? Will Fox accept my JPMorgan Chase GEMS Credit Card?
17. Sometimes I can find a cheaper price outside the University’s preferred Travel Agency. Why is this? Shouldn’t I just book the reservation wherever I find the lowest price?
18. What should I do if I can find a lower price outside of Fox?
RESERVATIONS SERVICES
19. When should I make reservations by phone?
20. When should I make reservations online via Concur Travel?
21. How do I make reservations on line via the MyFoxWorld Mobile App?
22. What steps must I take to arrange travel for others?
23. Can Fox help me recover some of the value of unused non-refundable tickets?
24. Can Fox assist me in negotiating a hotel contract for a block of rooms or a discount on group air travel?
25. Can Fox help me change reservations made elsewhere, i.e. another travel agency or website, i.e. Travelocity.com, Hotels.com, united.com, southwest.com, etc.? 
26. Can I make one reservation in Concur which includes two or more people traveling together?
CONCUR HELP
27. Where can I find on-line training? 
28. Is “live” training available?
29. Where can I find a “Quick Start” User Guide?
30. Are FAQs available for Concur Travel?
ADDITIONAL HELP
31. How do I reach University “Shared Services” for help by phone? What are their hours of operation?
32. How do I reach University “Shared Services” online?
33. How do I reach someone at Fox to help on weekends, holidays, and after hours?
34. Where should I call for help with Concur Travel, i.e. navigational support, password reset, etc.?
35. Where should I call to make changes to a reservation booked by Fox?
36. Where should I call to make changes to a reservation booked outside of Fox?
37. Where can I learn more about the University’s travel program, policy and preferred suppliers?

 1. What’s changing; what is not changing?
Changing: On January 7, 2019, the University is changing its Preferred Travel Agency from Tower Travel to Fox World Travel. All faculty and staff traveling on University business are asked to book their reservations with Fox either by calling (888-209-7881), via email, Uchicago@foxworldtravel.com or online at https://gems.uchicago.edu/login/auth.php.
Not changing: The Concur Travel online booking tool, Concur travel profiles, Concur UserID and passwords and Concur Expense processes. These all remain intact; no action is needed. If you have been previously delegated to arrange travel for others, those delegations remain intact in Concur, no action is needed. None of the other University’s preferred travel suppliers are changing.
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2. Who is Fox World Travel? Does Fox have any experience serving the special needs of University travelers, such as grant-funded travel?”
Fox is a world class travel management company with 53 years of experience serving academic, not for profit, corporate and leisure travel customers. They are familiar with the unique requirements of grant-funded travel, study abroad programs, team and club travel, and The Fly America Act.
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3. How do I contact Fox World Travel?
By phone: (888)-209-7881, (773)-693-1908
By E-mail: uchicago@foxworldtravel.com
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4. What are Fox’s standard days/hours of operation?
Monday-Friday, 7:00 am-7:30 pm CT
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5. How is a “Preferred” travel agency different from any other travel agency?
The University’s “Preferred” travel agency is one which has been vetted by Procurement Services as part of a competitive strategic sourcing event. The “Preferred” agency has demonstrated the competencies, technologies, infrastructure, and expertise necessary to manage a complex multinational travel program and has further demonstrated structural, financial, legal, and operational stability. The Preferred agency has provided favorable negotiated pricing and has entered into a Service Level Agreement assuring customer satisfaction, all supported by reference checks and favorable contractual terms. In the event of a crisis, Fox can assist Risk Management locating potentially impacted travelers, support not available when booking outside of Fox.
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6. Is Fox the sole “Preferred” travel agency for University travel?
Yes, with the exception of Anthony Travel who specializes in the unique needs of athletic team travel. When traveling on behalf of University business, all air, car rental, and rail reservations should be directed to Fox. All hotel reservations should be directed to Fox with the exception of block space conference lodging.
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7. What services will Fox provide?
Fox will provide: • an online booking tool and navigational support, (preferred method for making simple air, car, hotel reservations), available 24/7 • agent-assisted telephone reservations services, Monday-Friday, 7:00 am - 7:30 pm CT, recommended for changes to existing reservations and for new complex international and multi-leg journeys, call 888-209-7881 • recycling of unused non-refundable airline tickets, less airline-imposed fees and fare differential • a mobile phone reservations app • emergency after hours reservations support including weekends and holidays, call 888-209-7881; a supplemental fee applies • group/meetings sourcing and reservations support services call 888-209-7881 • customer service-related issue resolution with airlines, hotels, car rental reservations booked through Fox
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8. When should I stop using Tower Travel and begin using Fox?
On January 7, 2019
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9. I don’t especially like the GEMS/Concur Travel booking tool. Why am I being asked to use it?”
Many of us are predisposed to shopping online for personal travel. Concur emulates that online, self-service shopping experience, with the additional advantage of guaranteeing the University airline, hotel, and car rental discounts. Use of Concur is a cost-conscious, best practice among the majority of Ivy Plus and Big Ten Universities. With some practice, many report that the tool saves them time. A “Quick Start User Guide” can be found here: https://s3-us-west-2.amazonaws.com/files.reports.foxworldtravel.com/conc...
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10. Why should I use Fox rather than go online and book whatever I need wherever I want?
Reservations directed to Fox will qualify for the University’s airline, hotel and car rental discounts and waivers of some restrictions not available elsewhere. Fox will also assist Risk Management in the event of an emergency, offering potentially life-saving support not offered elsewhere. Finally, Fox will also provide support for resolving customer service issues, accountability not readily offered at online travel websites.
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11. How do I reach someone at Fox to help on weekends, holidays, and after hours?
Fox provides emergency services, after hours, weekends, holidays, 24/7. Please note a $20 service fee per call applies. Since a supplemental fee applies, this after-hours service is intended for urgent or emergency needs.
By phone: (888)-209-7881, (773)-693-7881
By E-mail: uchicago@foxworldtravel.com
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12. Can I book at southwest.com or united.com or orbitz.com or hotels.com, etc. to make my reservations and receive the University discounts?
No. You will pay the full retail market price if you book at any website or travel agency other than Fox.
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13. If I book through Fox, do I lose my airline frequent flier miles, or hotel or car rental rewards and privileges?
No, those rewards are yours to keep and enjoy. In fact, Fox technology will assist you in accruing benefits. Just enter your reward membership numbers into your Concur profile, and Fox will be automatically communicate your membership number to each eligible supplier on every reservation you make with them so that you can accrue benefits. ^ back to top

14. Sometimes all I need is a hotel or car rental reservation. Should I use Fox to book these? Isn’t there a service fee for that?
Please book car rental and hotel through Fox. The only exception is hotel conference block space. There is no service fee for either a hotel or car rental booking through Fox and you’ll receive the University’s discounts with preferred suppliers.
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15. I’ve heard that the travel agency charges a service fee for every call I make. Is that true?
No, we do not pay a fee per call weekdays between 7:00am-7:30pm CT. Online airline or train reservations booked in Concur Travel are charged a fee of $7.00 per ticket. Agent assisted airline or train reservations are $23.00 per ticket. Hotel and car rental reservations are FREE. After hours service incurs an additional fee of $20.00 per call and should be utilized for emergency support.
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16. How do I pay for travel? Will Fox accept my JPMorgan Chase GEMS Credit Card for payment?
Airlines require payment in full upon purchase. The most convenient, and best payment practice is to enter either your GEMS JPMorgan Chase Card or another credit card in your Concur Profile to serve as automated form of payment. Fox will gladly accept the GEMS credit card, in fact, it is the preferred means for paying for University business travel expenses. If you’re an employee, a frequent business traveler, and your manager approves your request, you may apply for a GEMS card at: https://gems.uchicago.edu/apply.
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17. Sometimes I can find a cheaper price outside of the Agency. Why is this? Shouldn’t I just book the reservation wherever I find the lowest price?
The price of air fares and hotel accommodations “float” in the marketplace and are constantly adjusted upward and downward by sophisticated programs which monitor supply and demand. No one single travel agency, no one single travel website, can guarantee the lowest possible price on all bookings all of the time.
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18. What should I do if I can find a lower price outside of Fox?
Contact Fox, (888)-209-7881 or (773)-693-1908, and ask them to match the fare. Fox offers a “lowest fare guarantee.” If you book an itinerary with Fox, and can find the exact same itinerary, same airline, same flights, same seats, same restrictions, same dates, then call Fox, who will match the fare and refund the difference.” Finally, Fox reservations are audited by an independent third party to confirm the frequency by which the lowest fare was ticketed and has achieved results greater than 98%.
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RESERVATIONS SERVICES

19. When should I make reservations by phone?
The best practice is to call a travel counselor, 888-209-7881, to assist with all new international, and complex, multi-leg journeys, or to make changes to existing reservations. Use the Concur online reservations tool for all other new reservations.
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20. When should I make reservations online via Concur Travel?
The best practice is to use Concur for all simple, point-to-point airline reservations and all car rental and hotel reservation unless you are attending an event or conference where rooms have been blocked.
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21. I like using my mobile phone to make reservations, check-in for flights, get directions at my destination, explore places to eat, etc. Does Fox have a mobile app which integrates with my GEMS/Concur reservations and profile?
Yes, it’s called “My Fox World Mobile App” and it’s free. It also includes a function which allows you to “Chat” with a travel counselor. For more information click here: https://www.foxworldtravel.com/myfoxworld-app/
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22. What steps must I take to arrange travel for others?
Your Concur profile, and that of your traveler, documents the authority delegated to you. No action should be required. If, however, you are new to the University, or if a new traveler wishes to authorize you to arrange travel on their behalf, click below for a brief tutorial for how to authorize delegation, or call Fox for assistance at (888)-209-7881 or (773-693-1908). https://my.foxworldtravel.com/training/concur/selecting-a-travel-arranger-or-primary-assistant/
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23. Can Fox help me recover some of the value of unused non-refundable tickets?
Yes, you can recover the residual value of many non-refundable tickets, less any airline-imposed fees, provided that you made the reservation through Fox. In most cases they can also transfer the residual value of the unused United or Southwest ticket to a different person within your department. Reservations made outside of the Fox are protected as personal and confidential to you. Therefore, Fox is unable to access or intervene in reservations they did not make. 
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24. I’m responsible for hosting large meetings and need assistance sourcing and negotiating a contract for a block of hotel rooms and sometimes a discount on group air travel. Can Fox assist?
Yes. Fox has a dedicated Groups/Events/Meetings Department. Call Monday through Friday between 7:00 am-7:30 pm at (888)-209-7881, (773)-693-1908.
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25. Can Fox help me change reservations made elsewhere, i.e. another travel agency, or at united.com, southwest.com, travelocity.com, hotels.com, etc.?
No. Reservations made outside of the Fox are protected as personal and confidential to you. Therefore, Fox is unable to access or intervene in reservations they did not make. You would need to rebook these reservations on your own. To avoid this inconvenience, you are encouraged to direct all new reservations to Fox, with the exception of conference hotel block space.
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26. Can I make one reservation in Concur which includes two or more people traveling together?
No. However, this kind of reservation can be made with the assistance of a travel agent. Please contact Fox at (888)-209-7881 or (773)-693-1908.
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CONCUR HELP

27. Where can I find on line tutorials, lessons I can take at my convenience?
Comprehensive, on-line, self-paced training is available 24/7. For an outline of all mini courses click here:
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28. Is “live” training available?
Yes. Twice each month, Fox will host a one-hour Concur training webinar. To register go to https://register.gotowebinar.com/register/5899756584232627202
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29. Is a Concur “Quick Start” User Guide available?
Yes. A “Quick Start” user guide is available. Go to: https://s3-us-west-2.amazonaws.com/files.reports.foxworldtravel.com/concur-training-documents/Concur+Travel+Quick+Start+Guide.pdf
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30. Are FAQs available for Concur Travel?
Yes. Click below: https://s3.amazonaws.com/files.old-fwt-archive.foxworldtravel.com/traini...
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ADDITIONAL HELP

 31. How do I reach University “Shared Services” for help by phone? What are their hours of operation?
Contact “Shared Services” by telephone, 773-702-5800, Weekdays, 8:00 am-5:00 pm
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32. How do I reach someone at Fox to help on weekends, holidays, and after hours?
Fox provides emergency services, after hours, weekends, holidays, 24/7. Please note a $20 service fee per call applies. Since a supplemental fee applies, this after-hours service is intended for urgent or emergency needs. By phone: (888)-209-7881, (773)-693-7881 By E-mail: uchicago@foxworldtravel.com
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33. How do I reach University “Shared Services” online?
Open a “Service Now” ticket via email: https://uchicago.service-now.com/sso
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34. Where should I call for help with Concur Travel, i.e. navigational support, password reset, etc.?
For help using Concur Travel, i.e. navigational support, password reset, etc., call Fox, (888)-209-7881 or (773)-693-1908
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35. Where should I call to make changes to a reservation booked by Fox?
To make changes to a reservation booked by Fox, call Fox, (888)-209-7881 or (773)-693-1908.
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36. Where should I call to make changes to a reservation booked outside of Fox?
To make changes to a reservation booked outside of Fox, contact that travel agency or online travel site where you booked the reservation for support. Protected by privacy, Fox cannot intervene in bookings it did not make.  
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37. Where can I learn more about the University’s travel program, policy and preferred suppliers?
Visit: https://finserv.uchicago.edu/purchasing/travel/index.shtml, or contact the UChicago Travel Manager, Steve Mitleider at smitleider@uchicago.edu or (773) 834-4447.
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