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Get help with travel related issues

Dedicated support team

If you have last-minute changes while traveling, and your company has contracted dedicated support from CWT, please use the contact details which were provided to you by your corporate travel manager. These details normally appear on your itinerary email.

24-hour support

If you have trouble accessing your itinerary, or you don't get a response from the phone that is on your itinerary, you can call one of our 24-hour service centers. ​ ​

Military & Government Travelers

If your travel office is open, call them— this will be fastest.

You can find the number of your travel office in the CWTSatotravel website . Your call will route to our emergency center outside of office hours.

All other travelers

+44 203 353 0952

Middle East & Africa:

+44 203 353 0954

US & Canada:

1-866-361-5078 (This number does not support Military and Government Travel. Please refer to CWTSatotravel website for your dedicated team contact details.)

Latin America

Argentina: +54 11 5128 8495

Brazil: +55 11 3491 2600

Chile: +56 22 374 7730

Colombia: +57 601 323 9729

Mexico:  Contact your service center to be transferred to the after-hours support team

Peru: +51 16 10 1621 ​ ​

Asia Pacific

Australia, New Zealand, Singapore, Hong Kong: +63 2 459 5828

China: 400 887 7076 (within China) / +86 10 5929 3999 (call from overseas)

India: 1800 4190 120 (within India) / 0124 474 7475 (call from overseas)

Indonesia: +62 21 2954 5635

Malaysia: +63 2 459 5832

Philippines: +63 2 8459 5831

Thailand: +44 (0) 203 353 0957 

* A call to the 24-Hour Service Center may result in additional cost; please verify this with your travel manager. ​ ** If you experience technical issues, please contact our technical support center

Select your preferred language

• Deutsch English English (Australia) English (China) English (India)
• English (United Kingdom) Español (Latinoamérica) Español (España) Français Italiano
• Português (Brasil) Suomi Svenska 中文

Terms and conditions pertaining to travel documents

Last updated 2019

Terms Travel Documents English

1.1 To confirm your travel arrangements, CWT may send you two types of documents by email:

• The  itinerary  document is sent right after you make your travel reservation. The itinerary lists your travel requests and informs you that CWT has transmitted the details of your reservation to the relevant travel supplier(s).
• The  e-ticket  (or invoice receipt) document is sent once all components of your travel plans have been confirmed by the travel supplier(s). The e-ticket contains your final trip arrangements and is to be used as a proof of booking when traveling.

1.2 IMPORTANT INFORMATION

Verify : When you receive your itinerary and/or e-ticket, please verify it immediately. If you have any questions, contact your Service Center.

Print : A printed version of your e-ticket may be required by the authorities to access check-in areas.

Check all travel and destination requirements : Please verify that you:

• Have all necessary  entry documents  (passport or other photo identification, visa, vaccination, or other requirements) for each destination
• Meet all  safety and security conditions  for your destinations during the length your travel
• Are familiar with  local rules  related to transportation and travel, including passenger and baggage inspection procedures.

1.3 DISCLOSURE REGARDING TRAVEL SUPPLIERS

Your CWT agency ("Agent") is acting as an agent for third party travel suppliers named on your travel documents ("Suppliers") in selling travel related services, or in accepting reservations or bookings for services that are not directly supplied by Agent (such as air and ground transportation, hotel accommodations, meals, tours, cruises, etc.). Agent, therefore shall not be responsible for breach of contract or any intentional or careless actions or omissions on part of Suppliers that result in any loss, damage, delay, or injury to you, your companions or group members. Unless the term "guaranteed" is specifically stated in writing on ticket, invoice receipt, or reservation, Agent does not guarantee any Suppliers' rates, bookings, reservations, connections, scheduling, or handling of personal effects. Agent shall not be responsible for any injuries, damages, or losses cause to any traveler in connection with terrorist activities, social or labor unrest, mechanical or construction failures or difficulties, diseases, local laws, climatic conditions, abnormal conditions or developments, or any other actions, omissions, or conditions outside the Agent's control. By embarking upon his/her travel, the traveler voluntarily assumes all risks involved in such travel, whether expected or unexpected. Agent is not responsible for cancellation of any service/s and/or refunds from any Supplier or carrier that may cease operations. Traveler is hereby warned of the above risks as well as possible travel industry bankruptcies and medical and climatic disruptions, and is advised to obtain appropriate insurance against them. Traveler's retention of tickets, reservations, or bookings after issuance shall constitute a consent of the above and an agreement on his/her part to convey the contents hereto to his/her travel companions or group members.

1.4 Changes or cancellations : To change or cancel your flight itinerary, call your travel agency. If canceling, return the unused tickets to us for possible credit or refund where applicable. If you don't board your flight for any reason, you must call your Service Center or the airline immediately. This is very important for refund purposes. Most special, excursion, and discount tickets have various travel restrictions and actually carry a significant penalty for change or cancellation. Many are nonrefundable; where penalties apply, they can usually exceed the (remaining) value of the ticket. Be sure you understand these restrictions. If you change your plans en route, try to work with your agency so that our database and reporting tools are updated with all changes. If you must work with the airline, ask them to apply the value of your unused ticket toward the purchase of a new ticket. If a refund is due, obtain a receipt from the airline. If you are holding guaranteed reservations that you may wish to change or cancel, notify the Supplier as soon as possible. Deposits and prepayments are subject to the Supplier's cancellation policy.

1.5 Contact Information: Certain airlines require your contact details (email address or mobile phone number) to be made available to them so that you can be contacted directly in the event of flight irregularity/disruption. Please ensure your CWT profile information is up to date in order for us to transmit this information to the airlines . If you decline to provide your contact details or if it is not available to the airlines, the airline may refuse to reimburse you for costs/compensation payments or accept any liability for claims as a result of your refusal to provide contact information

1.6 Insurance : Airline and other Suppliers' insurance for baggage may have limited coverage. Your personal insurance may not adequately cover losses incurred by cancellation, accident, illness, or stolen or damaged property. We strongly urge you to consider purchasing additional insurance to cover such risks.

1.7 AIR RESERVATIONS

Reconfirmations : We recommend that you reconfirm all flights with the airlines prior to departure and at each point of stopover. This will give the airline opportunity to keep you advised of any changes that may have occurred in your flight. You should reconfirm continuing or return reservations at each point of stopover or your reservations may be cancelled (that may vary by airline):

• Domestic  – at least 24 hours prior to your flight
• International  - at least 72 hours prior to your flight

1.9 Photo ID : Increased airport security regulations now require that all passengers present positive photo identification (such as an identification card, a driver's license or passport) before boarding an aircraft.

1.10 Check-in : Minimum time for check-in and security procedures varies according to airlines, airports and destinations. We suggest the following check-in times (that may vary according to the airline):

• Domestic  – 1 hour prior to departure
• International  - 3 hours prior to departure

Note: Check-in later than these times could result in denied boarding.

1.11 Baggage fees : Airlines may apply and change baggage fees. More detailed fee information

1.12 Overbooking : Airline flights may be overbooked. A person denied boarding on a flight may be entitled to compensatory payment. The rules for denied boarding compensation are available at all ticket counters and vary from country to country.

1.13 Prepaid tickets : If your travel arrangements involve a request for prepaid airline tickets, picked up by the passenger at an airline counter, please note that most airlines charge a mandatory non-refundable service fee.

1.14 Lost tickets : Lost, stolen, or destroyed paper tickets must be paid for until refund is obtained from the issuing airline, subject to an airline imposed service charge.

MONTREAL AND WARSAW CONVENTION REGIME FOR INTERNATIONAL AIR TRANSPORT

The itinerary and receipt constitute the "passenger ticket" for the purposes of the Montreal and Warsaw Convention Regime (“Convention”), except where the airline delivers to the passenger another document complying with the requirements. If the passenger's journey involves an ultimate destination or stop in a country other than the country of departure, the Convention may be applicable and the Convention governs and in most cases limits the liability of airlines for death or personal injury and in respect of loss of or damage to baggage. See also other notices regarding the limitation of liability for passengers and baggage.

Please note that the security laws of many countries (such as the U.S. and Canada) require airlines to give security, customs and immigration authorities access to passenger data. Should you be traveling to one of these countries, this means that your personal data and your travel arrangements may be disclosed to the relevant authorities in these countries.

NOTICE OF INCORPORATED TERMS FOR AIR TRANSPORT BETWEEN POINTS IN THE U.S.

U.S. law requires airlines to inform their passengers of certain rules regarding liability, claim handling, etc. As your travel agent, CWT includes the following terms for information purposes only:

Air transportation to be provided between points in the United States of America ("U.S." including overseas territories and possessions) is subject to the individual terms of the transporting airlines, which are herein incorporated by reference and made part of the contract of carriage. Incorporated terms may include, but are not restricted to:

1. Limits on liability   for personal injury  or death of passengers. 2. Limits on liability for baggage , including fragile or perishable goods, and availability of excess evaluation coverage.  3. Claims restrictions , including time periods in which passengers must file a claim or bring an action against the airline. 4. Rights of the airline  to change terms of the contract of carriage. 5. Rules on reservations , reconfirmation of reservations, check-in times, and refusal to carry. 6. Rights of the airline  and limitations concerning the liability for delay or failure to perform service, including schedule changes, substitution of alternate airline or aircraft and rerouting

You can obtain additional information on items 1 through 6 above at any U.S. location where the transporting airline's tickets are sold. You have the right to inspect the full text of each transporting airline's terms at its airport and city ticket offices. You also have the right, upon request, to receive free of charge the full text of the applicable terms incorporated by reference from each of the transporting airlines. Information on ordering the full text of each airline's terms is available at any U.S. location where the airline's tickets are sold. Foreign air transportation is governed by applicable tariffs on file with the U.S. and other governments.

CWTSato To Go 4+

• 3.9 • 1.3K Ratings

iPhone Screenshots

Description.

Save time and avoid travel surprises with CWTSato To Go™: The smart app for U.S. government travel. Available for CWTSatoTravel U.S. government travelers. Register using your official email address, and check with your organization’s travel management team regarding auto-trip synchronization. Trips will only sync automatically if your government agency has approved this feature Whether you are a road warrior or an occasional traveler, CWTSato To Go keeps you organized, connected and informed while on the move. The app, powered by WorldMate, puts you in control of your travel plans with problem-solving tools and vital services, including itineraries, flight alerts and mobile check-in. Available exclusively to military and civilian government travelers of CWTSatoTravel clients worldwide, including E2 Solutions customers, CWTSato To Go is the only travel app you need. Save time and money with complimentary premium services and features: • Flight notifications, including delays, cancellations and gate changes, are pushed to your device automatically. • Real-time flight status integrates into your trip. • Check in with more than 250 airlines worldwide. • Sync your trips with your calendar. • Search for alternative flight schedules. • Input and save your local CWTSatoTravel office phone number for one-click access to an experienced government travel counselor. • Search the flight status of colleagues arriving on different flights. View all your travel plans in one place: • Trips booked through CWTSatoTravel display and sync automatically. • Forward travel confirmation emails to [email protected] to integrate itineraries and trips made through other channels. • Add meeting information. • Personalize your trip name. Advanced share functions: • Share individual components of your trip or your entire itinerary with your family, friends or co-workers. • Manually type in an email address or select one from your contacts. • Add a personal message to your email before sharing your trip. Access practical tools and destination information: • View maps and driving directions to places in your trips, such as your hotel or car rental return. • Five-day weather forecast for your home city and upcoming trip destination. • Currency converter with daily exchange rate updates. Your data is secure with CWTSato To Go: • CWTSato To Go received an approved mobile security assessment on October 13, 2015 by the U.S. General Services Administration. • Our security program for CWTSato To Go adheres to the Privacy Act, follows FIPS 200, Minimum Security Requirements for Federal Information and Information Systems, and the security controls documented in NIST Special Publication 800-53, Rev.3, Recommended Security Controls for Federal Information Systems and Organizations. Notes: • AVAILABLE EXCLUSIVELY to travelers whose agencies or organizations use CWTSatoTravel as their designated travel management company. • To use this app, you must register with an official government or company email address, and your organization must be a CWTSatoTravel customer. • For a copy of the Voluntary Product Accessibility Template, please email us at [email protected]. • To access a list of frequently asked questions (FAQs), please visit: https://www.cwtsatotogo.com.

Version 2.4.4

Ratings and Reviews

1.3K Ratings

OVERALL A GREAT IMPROVEMENT FOR GOVERNMENT TRAVEL

The use of this app is overall very helpful. It needs work, though. The password issue is significant, especially you log in while in transit because you flight has been delayed or canceled, to find a prompt to update your password. This is the last thing anyone should have to deal with while in transit. If my connection has been canceled, please allow me the option to pick my alternate flight. Not just automatically re-route to nearest airport. This caused so many more issues. Last, just an opinion. Personnel on official travel are on uncle sam’s dime. Uncle Sam being the American tax payer. We’re always scrutinizing how to appropriately allocate every dime. But it’s absolutely ok to strand 20 active duty personnel in Chicago (for example). Lodging rate $218 a day. Per diem $75 a day, or combined $293 a person per day. That’s over $5800 a day being wasted. There has to be a way of coding personnel on official travel as priority. Oh, and as a closing statement, to benefit of the government. Maybe review airports and figure which ones have issues, like Chicago O’Hare (ORD) and avoid those airports as much as possible. To answer you question, Yes, I’ve been stuck in Chicago more than once for several hours. This most recent adventure, all of our connecting flights were canceled. Now stranded in Chicago for day 2.

Very helpful, except frequent auto log out

Overall the app is great and very helpful. The improvements are very noticeable. The links to the websites are very helpful. The airport maps are useful. The only issue I have with the app is how frequently it logs you out and then you have to go through the whole process of logging back in. When I need to access stuff quickly it’s annoying and doesn’t help when you have bags in your hands trying to juggle the phone and get logged in again just because you close the screen. A feature to add tickets to your digital wallet would be helpful for checking in.

Complete waste of time

I just spent 30 minutes logging in. 30 minutes! I have an account, but forgot the password. So I changed it using the process. It didn’t work. It said it took the new password, but the new password would not work. I believe I tried to change it to one of my past 10 passwords ( HELLO! I’m changing the password because I forgot it, so how am I supposed to know my last 10 passwords in order to choose something different?). It said the password was changed successfully, but it was not. When I finally tried something completely different, it worked right away. At which point I found out that my CWT account is actually under an old email, because the account says I have no travel. So I repeat the process for the old email address. After all this, the app just directs me to the airline’s web site to make a flight change. I needed to change airlines. Thanks for nothing CWTSato. I will be using the individual airline apps from here on out.

App Privacy

The developer, CWTSATO , indicated that the app’s privacy practices may include handling of data as described below. For more information, see the developer’s privacy policy .

Data Linked to You

The following data may be collected and linked to your identity:

• Financial Info
• Contact Info
• Search History

Data Not Linked to You

The following data may be collected but it is not linked to your identity:

Privacy practices may vary, for example, based on the features you use or your age. Learn More

Information

• Developer Website
• App Support
• Privacy Policy

Get all of your passes, tickets, cards, and more in one place.

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CWTSato To Go

About this app

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• Login to DTS
• Frequently Asked Questions
• Local Level Travel Assistance
• Travel Assistance Center
• Recruit Travel Assistance
• Travel Management Company Assistance
• Travel Disruptions

Manage Your Travel Card Online

Login to CitiManager to obtain balance and payment information, replace a lost or stolen card, set up a PIN, check the status of an application, or set up alerts.

Have an issue or question about official travel? You have options.

Try Self-Service Options

For the fastest solution:

• Login to TraX to find answers to more than 800 frequently asked questions in our Knowledge Center.
• Search training by keyword, topic, role, or series for step-by-step instruction on common processes and policies.
• Watch tutorials on YouTube .

For DTS assistance contact your Local Level Help Desk

Look up your local level help desk for direction on local business rules governing travel for your organization and DTS issues.

Contact the Travel Assistance Center (TAC)

If you still need help, it's time to contact the TAC.

• Check to see if your issue can be handled by Live Chat . Chat is available Monday - Friday, 8AM-6PM ET.
• Login to TraX and click Travel Assistance to create a help ticket or check the status of an existing ticket.
• Call 1-888-HELP1GO (1-888-435-7146) for 24-hour travel assistance.

Remember, the TAC cannot make, change, or ticket reservations.

Need Help with Something Else?

• For policy questions and clarifications,  submit a question to PDTATAC staff
• For reservation changes, contact your Travel Management Company
• For recruit travel assistance, Live Chat with a recruit travel assistance analyst
• To report rental car accidents or overcharges, use the Rental Vehicle Assistance Tool
• Leave feedback on a rental car experience
• Share feedback on DTMO’s website
• I am a MyTravel Travel Manager and I need to retrieve MyTravel data [PDF, 7 pages]  (MyTravel users should contact their Travel Manager to retrieve trip or expense information)

Government Travel Charge Card Support Options

• Citi Customer Service | Traveler Line | 1-800-200-7056 or 1-757-852-9076 (toll-free)
• Citi Client Services | Agency Program Coordinator Line | 1-866-670-6462
• DoD Travel Program Forms & Resources [citibank.com]

serving the world's most important customer

Making Travel Easier for Government & Military clients

For over 70 years, CWTSatoTravel has served as the nation’s leading provider of travel management fulfillment services to federal government and military travelers. We issue more than 6.5 million transactions annually to U.S. military and government travelers and handle nearly $3 billion in annual sales. 

Our 700+ experienced travel counselors service at almost 190 locations worldwide have expert experience in helping military and government travelers navigate through a complex and ever-changing travel landscape, including new challenges during the COVID-19 pandemic. And we do all this while ensuring travelers are compliant with their agency’s policies and procedures and also meet their specific mission requirements.

CWTSatoTravel was also awarded two special awards and designations in 2023. First, we were awarded the 2023 Military Times Best for Vets: Employee Rankings. We are proud to be included in this prestigious ranking as we strive to be an amazing place for veterans to continue their careers beyond their military service. We work hard to recruit, retain, and support current and former service members, military spouses, and caregivers. We were also awarded the 2024 Military Friendly Awards ®  Silver Designation. The Military Friendly ®  Silver Designation is awarded to companies who achieve certain veteran hiring and retention rates, have low military employee turnover, have promotion and advancement of military employees, and encourage members to self-identify.

As a division of CWT, we have access to resources and new technology that help our customers travel more efficiently and economically.

Stress Free Travel Experience  

Our team works with your agency to achieve your goals while staying compliant with your travel policies and sticking to your travel budget. We provide workable solutions for your travelers from pre-trip planning to submitting expense reports when they return home. Our goal is to make your travel experience as smooth as possible, whether it’s for work or pleasure.

We can arrange travel by pretty much every mode of transportation, from flights, lodging and car rental to unusual needs like dog sleds, pack mules or camels. We handle group travel that may require special arrangements or need different accommodations for their trip .

Our meeting planning and conference services cover your entire event, including booking the venue providing setup of audio visual equipment, catering, and more. Whatever your meeting requires, we’ll make sure it’s ready to go when you start.

Innovative Technology

We use the latest technologies to serve your travel needs as efficiently as possible. A long history in the travel industry gives our company insight into the current travel trends and best practices. It is also our job to stay informed on the latest government travel policies and help your agency’s travelers adapt to any changes that occur.

We are proud to serve you, our U.S. military and government clients, and to offer you the best travel management services available.

Official websites use .mil

Secure .mil websites use HTTPS

Arranging your official travel

By Michael Simmons Joint Base Charleston Traffic Management officer

SERVING THE WORLD'S MOST IMPORTANT CUSTOMER

with seamless and innovative travel solutions

FIND TRAVEL OFFICE

Please choose your government branch or enter your agency, organization, unit number or duty session name in the form field below. We will direct your inquiry to the correct travel office page for further action.

Office Search Results