What’s the new process? 

Travelers (and guests) must now work directly with Travel Inc. to complete their airfare reservations. After a department submits the ServiceNow Single Trip Direct Bill Airfare Form, the traveler will be prompted via email to contact Travel Inc. to collect the necessary travel details and finalize the booking. 

Who does this apply to? 

This requirement applies to all single-trip travel, including travel for guests, such as distinguished visitors or one-time travelers. 

Why is this change happening? 

Booking airfare requires sensitive personal information, such as a traveler’s legal name, date of birth, and sometimes passport details. In the past, this information may have been shared through multiple people or via email, which increases the risk of exposure. 

The new process improves security by: 

• Limiting who has access to personal information 

• Ensuring sensitive details are shared directly and securely with the booking agent 

• Reducing the risk of data being exposed through email or third parties 

Personal identifying information should not be entered in the “Notes for Agent” section of the form or shared by someone else on the traveler’s behalf. 

What is the department’s role now? 

Although departments no longer book airfare directly, they still play an important role in coordinating travel. Departments are responsible for: 

• Submitting a complete and accurate request using the ServiceNow Single Trip Direct Bill Airfare Form 

• Planning travel details in advance 

• Providing relevant information in the “Notes to the Agent” field, such as: 

• Budget guidelines 

• Scheduling needs 

• Travel preferences or special considerations 

For more information, visit the Single Trip Direct Bill Airfare Form knowledge article or submit additional questions or concerns to ServiceNow-Expenses.