Diversity online FAQs

 

For any queries relating to the Clarity online booking portal please direct your queries to the Travel and fleet team by Email: travel@aber.ac.uk or Telephone 01970 621623.

How do I access the Mobile App?

Upon receiving an e-ticket you will receive a separate email inviting you to download the Diversity Traveler App. Please follow the instructions on the email to download from the App store. The app cannot be downloaded & is only activated once a booking has been made.

For more information on the App and its features please see the below video guide.

Diversity Travel App - https://www.youtube.com/watch?v=29nHppJ13lo

I only book travel for other people. Do I still need to put my passport and mobile number in the Profile section?

No, Diversity only advises staff to create a traveller profile if you are travelling yourself. There is no requirement to upload passport details if you are booking on behalf of others.

Can I make a hotel or travel reservation on behalf of a group of people?

Yes, you can book up to 9 travellers via the Online Booking tool or via the offline reservations team oak@diversitytravel.com .  For any group bookings over 9 Diversity have a dedicated groups team available to support. The team can negotiate group rates discounts with Airlines and Hotel suppliers. Please reach out to Maple@diversitytravel.com for further information.

Can you add preferences and documents for other people if we book on their behalf? Or do they need to add it?

All staff that travel as part of their role are requested to create a traveler profile via their Diversity Travel portal. Once this has been completed you request access to their profile via the traveler profile section of the website, as below.

  • Traveller Profiles
  • View other profiles
  • Add the staff members email address which will send an email requesting access to their documents and preferences
  • Once the recipients confirms (via clicking the link on the email) you will then have the option to book using their details moving forwards

Any questions on this process please reach out to the Account Manager jetchells@diversitytravel.com

How do you book for someone if they don’t have a profile?

You can create the traveler profile via the traveler profile section of the website.

  • Traveller profiles
  • Create a new profile

You will then have access to their documents and preferences to book on behalf of them moving forwards.

Alternatively, you can simply type in the passengers’ details during the booking process each time.

There is no requirement to have a profile set up but by doing so it will ensure that both online and via the reservation’s teams Diversity have access to the correct passengers’ details/preferences.

Any questions on this process please reach out to the Account Manager jetchells@diversitytravel.com

If I’m booking on behalf of someone else, do they need the app to collect train tickets and flight boarding passes etc?

No, the traveler will only require the e-ticket confirmation email for flights/trains and the hotel confirmation email to present to the hotel upon check in.

With a number of airlines there is a requirement to check in online prior to arriving at the airport. Airlines such as RyanAir & Wizz Air will apply a fee if the traveller arrives at the airport without a boarding pass. The passenger can check in via the airline’s website, please check the details for each airline throughout the booking process or reach out to the reservations team if you have any questions oak@diversitytravel.com

Why do I need a purchase order to secure a booking?

In the same way that other booking portals require a purchase order, this is required as part of AU’s financial procedures and Diversity’s internal processes.  This ensures that all AU approvals are in place, and the purchase order number is readily available to be quoted on the invoice.

Are there any booking fees when using the online booking tool?

£3 for each flight ticket

£1.50 for each rail ticket

No fee on hotel bookings

The above fees are included in the price you see on the booking tool & if the process quoted with the offline reservations team oak@diversitytravel.com

Can we get a price match if we find the same flight/hotel/international rail cheaper elsewhere?

Diversity do have a price match policy in place. Please view the supporting document for full details.

What insurance do these bookings have for cancelled rail or flights?

Clarity do not offer/provide insurance.  However, for any form of cancelled flights or rail journeys they will provide all relevant details in terms of the refund process and what costs can be recovered.

For general travel insurance queries our Travel and Fleet team can assist.

I am having trouble accessing my account.

Should you have any issues accessing an existing or new account please contact the Travel and Fleet section.

Can I still make a booking by email or over the phone?

Yes, you can reach out to the offline reservations team who will be more than happy to assist you. They can be contacted on oak@diversitytravel.com or +44 (0)161 235 5414

Can I book International flights on the online booking tool?

Yes, if you find a flight does not appear on the booking tool, please reach out to the offline reservations team on oak@diversitytravel.com or +44 (0)161 235 5414

When placing a booking on Go2Book, why are the titles only set as, Prof, Dr, Mr, Mrs, Ms and Miss?

The only passenger titles we can accept are those universally recognised by all major airlines and other travel providers. Until such a time that all suppliers universally agree a standard non-binary title such as MX, reservations can only be booked using Prof, Dr, Mr, Mrs, Ms and Miss.

Diversity as a member of the BTA (British Travel Association) have and will continue to raise the requirement for a non-binary traveller title and will alter and recognise any changes accordingly once suppliers have universally approved.

Why do I need to select either male or female gender when placing a booking?

The portal will prompt for gender information if the suppliers API (Application Programming Interface) requests these details to finalise the booking. 

Some airlines require the information due to government law and entry to the country.

Airline flight reservations to the USA, are required by homeland security to provide full passport details and their gender details for each passenger. The Secure Flight program checks the reservation information against Government watch lists.  Gender information is included in reservations to eliminate false matches with the same or similar names, not to evaluate a person’s Gender.

What postcodes are considered as part of London when placing a hotel reservation for London?

 E, EC, N, NW, SE, SW, W, WC, CR, SWV1, HA, BR, EN, IG, KT, RM, SM, TW, UB, WD BR, EN, IG, RM, SM, WD, TW, UB, DA

Can you add in rail cards?

Yes, you can add in rail cards.

How do I raise a concern or make a complaint to Clarity?

For any escalations pre travel or during your trip please reach out to the Oak Team Manager Jen. Jen can be contacted on jsnodgrass@diversitytravel.com. Please also include the Account Manager Joe in copy jetchells@diversitytravel.com

For any complaints post trip, regarding delays/cancellations, service received by a suppler etc please reach out to Diversity’s dedicated customer care team via customercare@diversitytravel.com

If you require support in an emergency situation outside of the standard working hours of 08:45-17:30 Monday to Friday, please call the 24/7 team on +44 (0)161 300 8258

Is there a mobile phone app that I can manage my booking/s made on Go2book?

Yes, please reach out to our dedicated Diversity Study Trips Team. They can be contacted on studytrips@diversitytravel.com or +44 (0) 161 235 5418

Can I select to have a train e-ticket or do I have collect a train ticket from the train station?

In most cases, you will be able to select a train e-ticket when completing a booking. However, some train companies only support physical train tickets. You do not have to collect your ticket from the station you are travelling from, you can collect from any station with a ticket machine, allow 20 minutes from the time of booking and it will be ready.

For more information, please contact Travel and Fleet.

I have travel or accommodation funding that needs to be spent by a certain date. If I book my travel or accommodation well in advance, will this ensure I will receive the invoice to pay for the trip before the deadline?

Rail and flight invoices are usually emailed at the point of booking. Hotel and accommodation invoices are emailed once a traveller has completed their stay in full.

If I am booking on behalf of someone else, who receives the email confirmation?

Both the Booker and the traveller will receive the email confirmation and e-ticket.

For flight bookings on budget airlines such as Ryanair and Easyjet, can you book in additional bags?

Yes, please see the below video guide for more information.

How to book low-cost baggage - https://youtu.be/2h4Uxn2Zgzg