State of Alaska

Department of Administration

Division of Finance

Alaska Department of Administration, Division of Finance
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Travel

Turnaround Times

Updated April 1, 2011

E-Travel Online

Email request for assistance

Available 7/7/7 (from 7:00am to 7:00pm seven days a week). USTravel will respond within 30 minutes by method requested in the email.

Email submitted after 5:00pm

USTravel will respond by 9:00am the following business day of receipt of email request.

No agent assistance E-Travel Ticketing

Available 24/7. USTravel will send final itinerary within 30 minutes of submission for purchase.

Agent assistance E-Travel Ticketing

Available 7/7/7 (from 7:00am to 7:00pm seven days a week). USTravel will send final itinerary within 2 hours of purchase request. After 5:00pm final itinerary will be returned by 9:00am the following business day.

E-Travel By Phone

Call USTravel at 500-4292 (in Juneau) or 1-866-762-8728 (outside Juneau) to make reservations

Calls should be answered within 90 seconds. Agent assistance fee will be charged for phone reservations.

Phone reservations without approval

USTravel will send preliminary within 2 hours of phone call allowing USTravel two business hours to complete the itinerary.

Phone reservations with approval

USTravel will send final within 2 hours of phone call allowing USTravel two business hours to complete the itinerary.

Phone reservations between 7:00pm and 7:00am

USTravel will respond as necessary and a final will be sent by 9:00am the following business day.

Phone reservations after 7:00pm for travel more than 24 hours away

USTravel will immediately respond as necessary and the appropriate itinerary whether a preliminary or final itinerary will be sent by 9:00am the following business day.

Emailed Approvals

Approval sent by email with at least two office hours remaining in 24-hour period of the time on the preliminary itinerary being approved

USTravel will send final itinerary within 24 hours of the time on the preliminary itinerary being approved.

Approvals on preliminary itinerary submitted on Friday* by 4:00pm

USTravel will send the final itinerary on Friday* by USTravel close of business.

Approval sent by email more than 22 hours after the time on the preliminary itinerary being approved

USTravel will send the final itinerary within 24 hours of the time on the approval being sent. Fares are not guaranteed until ticketed.

NOTE: Friday* means any day before a holiday will be treated as a Friday.

New Travel Requests (for travel commencing within the next business day)

All travel commencing within the next business day

During business hours call:
Outside Juneau 1-866-762-8728
In Juneau 500-4292

After hours Emergency number:
1-888-423-2434

USTravel will respond immediately. The preliminary itinerary will be sent as soon as the arrangements are completed. The final itinerary will be completed as soon as approval is received and arrangements are finalized. In cases where no preliminary itinerary is required, the final itinerary will be sent as soon as the arrangements are finalized.

Travel commencing within 4 hours

During business hours call:
Outside Juneau 1-866-762-8728
In Juneau 500-4292

After hours Emergency number:
1-888-423-2434

Same as above, except no preliminary itinerary sent. Instead USTravel agent will provide airline, car, or hotel confirmation codes as well as other itinerary information while on the phone with requester.

Emergency rural Alaska travel

During business hours call:
Outside Juneau 1-866-762-8728 Option 1
In Juneau 500-4292 Option 1

USTravel has agents specialized in rural and emergency travel. During normal business hours, pressing Option 1 will forward caller to specialized agents. Arrangements are same as above.

Changes (including cancellations) to preliminary & final itineraries

Preliminary itinerary changes due to USTravel mistakes

USTravel will correct within 30 minutes of notification of mistake by phone or email and send corrected preliminary itinerary. Please flag the email advising of an error as highest priority. This will help identify the emails that must be responded to within 30 minutes.

Preliminary itinerary changes requested by travel desk Monday thru Thursday that are received prior to 5:00pm

USTravel will send changed preliminary itinerary within 2 hours after receipt of emailed change request.

Preliminary itinerary changes requested by travel desk Monday thru Friday that are received after 5:00pm

USTravel will send changed preliminary itinerary by 9:00am the following business day.

Final itinerary changes requested by travel desk before 5:00pm

USTravel will send changed final itinerary within 2 hours.

Final itinerary changes requested by travel desk after 5:00pm

USTravel will send final changed itinerary by 9:00am the following day.

Travel changes when traveler is in travel status or when travel commences within the next business day

During business hours call:
Outside Juneau 1-866-762-8728
In Juneau 500-4292

After hours Emergency number:
1-888-423-2434

USTravel will respond immediately. Traveler will be provided assistance while on the phone with USTravel agent.

NOTE: All itineraries sent to email address or fax number in the profile used.


Please contact the ETMT with any questions regarding these standards.