All FAQs

Add Corporate codes to your Engine account to unlock discounted rates for your Travelers. Soon, they’ll also get access to added perks like travel insurance and waived fees—all through Engine.

 

What is a rental car corporate code?

A corporate code is a unique identifier that connects Travelers to pre-negotiated business rates with rental car companies. These codes can unlock:

• Discounted rental rates
  

• Perks like free insurance, waived deposits, or extra drivers at no cost
  

• Automatically applied savings at search or checkout when the code is entered
  

 

Which rental car agencies have supported codes with Engine?

Corporate codes are currently supported for:

• Avis

• Dollar

• Enterprise

• Hertz

• National

• Sixt

 

How do I set up a corporate code?

From the company settings page, you’ll see corporate codes in the left navigation. There, you can add your corporate code for any of the supported rental car agencies. Travelers can also enter a corporate code from the search to apply it to a single booking.

What will the car booking experience look like for Travelers once I add my code?

Once your corporate codes are active, Travelers will see:

• “Corporate rate” labels in search results and at checkout
  

• Any applicable discount amounts
  

• Booking confirmations and emails will reflect the Corporate rate
  
  

Why isn’t the corporate rate showing up?

Here are a few possible reasons:

• The corporate code was entered incorrectly — double-check for typos.
  

• There are no eligible corporate rates available for the selected location or dates.
  

• The rental brand linked to the corporate code doesn't have cars available at that location.

 

If you have any questions about corporate codes, or anything else, please feel free to reach out to us via live chat, at 855-567-4683, or support@engine.com.

Frequently Asked Questions

1. Can I book car rentals from my personal account?
   1. Yes.
2. How many car rentals can I book in one reservation?
   1. You can only book one car rental at a time.
3. Can I earn and redeem Engine travel credits?
   1. Members can redeem Engine travel credits but can’t earn Engine travel credits on car rentals.
      
4. Can I earn and redeem Engine Rewards?
   1. Members can redeem Engine Rewards but can’t earn Engine Rewards on car rentals.
5. What car rental companies are available through Engine?
   1. Currently, we’re working with over 50 car rental brands, including Hertz, Avis, Budget, and more.
6. Do travel confirmations go to the booker and traveler for car rentals?
   1. Yes, as of today, it will go to both the booker and traveler. 
7. Do we need to create new traveler profiles for car rentals?
   1. No. Travelers added for hotels or flights can also work for car rentals. 
8. If I want to upgrade my car after purchase, can I do that on Engine?
   1. Not at this time. Our recommendation is to cancel the reservation and rebook with the desired upgrades. 
9. What kinds of travel policies are available?
   1. Admins can set a price cap on daily rates.
10. Can I book a car rental for a personal guest?
    1. Yes, you can book car rentals for personal guests.
11. Do we cover incidentals for car rentals?
    1. Not at this time. Whoever picks up the car must have a credit card in their name at pickup. 
12. What is the cancelation policy for car rentals?
    1. Depending on the policy and the number of days before pick-up, you might be charged a cancelation fee, or a refund might not be available. Before canceling a trip, we will show the refund amount and the method of the refund. 
13. What car rental loyalty programs are available?
    1. We’re partnering with the major loyal brands. Every car rental company with a loyalty program will have loyalty pass-through on Engine. This is unlike hotels, where some Hilton rooms include loyalty, and some do not.

Q: What kind of insurance is offered? 

A: Engine has partnered with RentalCover to provide Collision Damage Protection. 

 

What’s covered:

 

• Reimbursements up to $50,000 with $0 deductible

• Reimbursements for emergency roadside assistance fees, towing, impound storage, lockouts and more

• Damages from natural disasters, vandalism and theft

 

For more details, see the Add Collision Damage Protection section when booking.

 

Q: How much does insurance cost?

A: Car insurance costs $15 per calendar day.

 

Q: Can I set policy controls around insurance? 

A: Yes! Admins can configure whether they want insurance purchase to be required,optional, or blocked for car rental bookings.

 

Q: Can I cancel my insurance purchase?

A: You can cancel your insurance purchase at any time up to the pick-up time, and there will be no fee. However, you cannot cancel your insurance after the pick-up time. 

 

Q: Who can purchase insurance?

A: The driver must be a U.S. resident with a valid U.S. driver’s license. We currently do not support insurance purchases by members with New York, Hawaii, or non-U.S.driver’s licenses. 

 

Q: Where can I view my insurance policy?
A: Members can view the insurance policy:

• On the Engine platform in their trip itinerary

• In their RentalCover account

• In the Engine booking confirmation email under Collision Damage Protection.

 

Q: Can I use Travel Credits and Engine Rewards points to purchase insurance? 

A: Yes, both are accepted.

 

Q: How do I find my confirmation from RentalCover for the insurance? 

A: Proof of insurance coverage can be found in the Engine booking confirmation email under Collision Damage Protection. 

 

Q: Should I activate the account for RentalCover? 

A: Yes. This will allow you to file claims, view your policy, access further support options, and contact RentalCover. 

 

Q: How do I file a claim?
A: There are two options:

• Go to rentalcover.com/claim. 

• In your Engine account, go to your trip itinerary → Manage policy→File a claim

Q: Why do businesses want to know when their travelers check out?

A: When members check out early from their bookings, businesses still pay for those unused room nights. By gaining insight into which travelers check out early and what kind of trips are prone to early checkouts, travel managers can track patterns and plan future trips more efficiently.

 

Q: How are members alerted?

A: After a member checks out, they are sent an email with a link that sends them to their dashboard. They can also initiate the verification sequence on their trip itinerary.

 

Q: Can businesses get money back for the unused nights?

A: Not at this time. If you would like assistance with any unused nights on your reservation, you will need to reach out to Engine's Member Support team at support@engine.com. Adding Flex to your booking will ensure a refund in Engine Travel Credits for any unused nights. 

 

Q: Is this a free feature?
A: Yes, Checkout Verification is a free feature that Engine Admins can enable or disable as they wish. Checkout Verification is enabled by default.

 

Q: How will checkout verification benefit Engine?

A: We currently can’t gather early checkout data because it often isn’t reported. By gathering the information this way, we have solid data about how often this happens. Armed with these quality metrics, we can continue to develop features that will benefit our members.

 

Q: Why are stay reviews attached to this feature?

A: We don’t like to bother our members too much with emails and other messages. By combining these two requests together, members can get both done quickly!

 

Q: Can an Admin turn this feature off for their entire company?

A: Yes. Admins can enable/disable this feature for all their users, but the feature is enabled by default.

 

Q: Is the checkout email sent to the guest email or the email that was entered at the time of booking?

A: Checkout emails are sent to the guest email (the person listed as the Traveler who actually stayed at the hotel), even if they do not have an Engine account.

 

Q: Does the email go to the guest, regardless if they have a user profile?

A: Verifying the checkout date from the email does not require a login. This is intentional, so even guests who are not users can still verify their checkout date.

 

Q: Can Checkout Verification be used on group bookings?

A: Group bookings are not supported. This will only be available for single-room bookings.

 

Q: How do Admins see reservations that have unused nights?

A: Admins can see every reservation from the Trips page. They can also download the All Bookings report to see what the verified checkout date was. Any reservation in which the verified checkout date is different from the original checkout date indicates unused nights.

 

Q: Will Checkout Verification show on any reporting?

A: Yes. The verified checkout date will appear on the All Bookings Report for each booking.

 

Q: Can Admins turn this off for certain people?

A: No. Checkout Verification is either enabled or disabled for all single-room bookings made on an account and would apply to all users.

General Engine FAQ

How does Engine work?

• We’re glad you asked!
• Hotels, airlines, and car rental companies want to reach business travelers, while companies with traveling workforces want the best rates they can get.
• ‍Our platform brings everyone together to radically simplify trip management and give everyone exactly what they want. By booking with Engine, you and your company will save substantially in both time and money.

 

How is Engine free to use?

• By providing great value to our travel partners, we get great rates. That means we can take a small cut of each booking—enough to cover 24/7 Member Support and continually re-invest in new technology—and still save our members up to 60%. That’s why we can keep Engine free to join and use.
• No membership fees, no contracts, and no minimum spend.

 

How can I register my business?

• We’re thrilled you’re ready to start saving time and money on business lodging management! To register your business for an Engine account, sign up here to give us a little information about you and your company. Then, we’ll take it from there and get you set up. An Engine team member will follow up with you within one business day to confirm your new account.

 

Can I register for Engine as an individual traveler?

• In order to provide the deeply discounted rates we have from our lodging partners, Engine is a private, members-only platform, so you must have a legitimate business email address to obtain an account or be referred by a member. If your workplace registers as a member, they can invite you to join their account.

 

Which hotel chains can I book on Engine?

• We want our members to have plenty of options when booking lodging. Our platform currently offers 750,000+ properties worldwide.
• You'll find just about every hotel in the U.S. on our platform. If you don't see a specific hotel when you search, it's likely because the hotel is fully booked during your dates. In those rare cases, we'll show you nearby comparable properties with availability during your travel dates. After you've found the perfect accommodations, you can also book flights and rental cars through our all-in-one platform.

 

Can I earn rewards points for other hotel brands when I book through Engine?

• Yes! Our platform makes it easy to enter your loyalty information so you can accrue points from 15+ top hotel loyalty programs on select stays, all while continuing to earn Engine Rewards on every booking. Just look for the purple loyalty icon along with the corresponding loyalty program, or filter by hotel loyalty eligibility when searching for a stay.

 

How much does it cost my company to join Engine?

• We’re in the business of radically simplifying trip management for everyone, and we believe great travel rates should be accessible to everyone too.
• That’s why Engine is free to join and use—no contracts, no minimums, no catch.
• Click here to learn more.

 

Can I book outside of the United States and Canada?

• Yes, you absolutely can! We offer exclusive rates at properties of all types—from budget-friendly inns and popular hotel brands to luxury retreats—in over 185 countries worldwide.

 

Do I have to pay for the room immediately?

• We offer our members two ways to pay for their reservations—pay-as-you-go and Direct Bill.
• If you’re not enrolled in our Direct Bill program (approval required), you will need to pay for the room upon booking.
• To learn more about enrolling in Direct Bill, please contact your Engine Account Manager directly or our Sales team at 720-999-9349.

 

Do your totals include taxes and fees?

• We always want to keep the booking process as simple and straightforward as possible for our members, so Engine shows all known taxes and fees upon checkout for each reservation.

 

What is the hotel cancellation policy?

• Individual hotel properties set their own cancellation policies, which are clearly displayed during the booking process (you’ll see whether the room is refundable, and the last date you can cancel and receive your money back). After booking, you can find cancellation policy information in the “Important Information” section of your confirmation page.
• If you need to keep travel plans flexible, there are two great options available.
• ‍You can select the Flex option during the booking process. Flex allows you to cancel any reservation up until noon the day of arrival or cut a trip short mid-stay and get refunded—regardless of the hotel’s cancellation policy.
• ‍If your company signs up for FlexPro, every traveler is fully covered with our highest degree of flexibility. With an annual plan, FlexPro costs $2,999 ($250/mo) covering everyone in your company. If you want to go month-to-month, FlexPro costs $299 - again, covering everyone in your company.

 

How do I cancel my reservation?

• If you’re within the property’s cancellation policy, or if you added Flex coverage, you can cancel your reservation with a few clicks and get funds back. Sign into Engine and click on the Trips tab. Open your Upcoming trips, select the hotel reservation you wish to cancel, and click Cancel Reservation. If you’re within the property’s cancellation policy, you’ll get refunded to your original form of payment. Flex cancellations will be refunded in the form of travel credit.

 

Can I add rooms to my hotel reservation?

• You cannot edit or add rooms to an existing reservation. If you need additional rooms, simply book a new reservation at the same property.

 

How do I modify my hotel reservation?

• If you need to modify an upcoming reservation, there are two places on the site you can request the change:
• On your existing itinerary, scroll to Modify This Reservation or, from the Upcoming trips tab, click the ellipses on the right side of the reservation and click Modify This Reservation.
• You can change guest information, alter dates, and add special requests. Engine will contact the property on your behalf to make the request and we will contact you with the status within one business day.

 

Why can’t I add more than two people to a room?

• Our rates are based on double occupancy and your room is guaranteed to sleep up to two people. Additional adult guests may incur additional charges based on the property’s policies. If you wish to add more people to your reservation, we suggest calling the property directly to make sure you are within their policy guidelines.

 

Who should I contact if I have an issue with my reservation?

• Our Member Support team is here for you through every step of your journey, from booking to check-in and beyond. Chat, call, or email our support team anytime you have questions or need help—they’re available 24/7.
• Visit our Contact page for more information or to reach out.

 

How long will it take to set up my travel program?

• You can start saving on lodging instantly once you’re approved, and you can set up your entire travel program within 15 minutes. (Setup time may vary depending on the size of your organization and the number of restrictions you assign to users.)

 

How do I change my password?

• If you forgot your password, visit here, click Forgot Password, and enter your account email. We will send you an email with instructions to reset your password.
• ‍If you know your password and would simply like to change it, you can do so from our website or mobile app using the following steps.
• From the web:
  • Log into your account.
  • Click the button in the top-right corner of the screen (the one with your initials) and select My Settings from the drop-down menu.
  • You can change your password by clicking Change Password under the My Profile section.
• From the mobile app:
  • Log into your account.
  • Tap the Settings button in the bottom right of your screen.
  • Tap Password & Security under User Settings.
  • Select Change Password and follow the prompts.

 

As a travel manager, will I automatically receive an email confirmation of the traveler’s trip?

• We know that it is important as a travel manager to have transparency into your travelers’ itineraries and schedules. You will always receive an email confirmation of your travelers’ trips as long as they have designated you as an arranger. The traveler will also receive the itinerary.

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Member Support FAQs

 

What types of issues does the Member Support team at Engine handle?

• Our Member Support team can help you navigate a variety of travel issues or questions related to:
  
  • Lodging
  • Flights
  • Car Rentals

 

How quickly will I hear back from Member Support if I have an issue?

• We’re dedicated to resolving any issues you experience as quickly as possible. For immediate help, reach out to Member Support via chat or phone (at 855-567-4683)—we’ll respond right away.

 

Can I contact the Member Support team directly?

• Absolutely. Connect with Member Support 24/7 via chat, phone (our number is 855-567-4683) or by emailing support@engine.com.

 

Can the Member Support team help me cancel my non-refundable hotel reservation?

• Refunds are not guaranteed on non-refundable reservations, unfortunately; exceptions are at the discretion of the individual hotel property. Adding Flex coverage at booking is the only way to guarantee that you’ll be credited for changes to non-refundable reservations.

 

What should I do if I want to check out of my hotel early?

• Prior to leaving your room early or contacting Engine, you’ll need to check out at the front desk. Please note that early departures on non-refundable reservations cannot be refunded; the only way to guarantee that you’ll get credited for changes to non-refundable reservations is to add Flex coverage at booking.

 

Can I ask the Member Support team to extend my hotel reservation?

• When possible, Member Support can help you extend your reservation. However, some reservation types cannot be extended because the hotel is oversold or the property has a policy that prevents it. For these types of reservations, our Member Support team can help create a new reservation so you can extend your trip.

 

Can I change my name or room type in a hotel reservation I’ve already booked?

• Member Support is happy to contact the property about name changes, however, granting name changes is solely up to the discretion of the property.
  
  
  

What is Engine Travel Credit?

Travel credit is awarded to your account and can be used to pay for future bookings on Engine. Travel credits are only valid for one year from the date it was issued.

 

Why did I receive Engine Travel Credit?

Engine issues Travel Credit for a few reasons, such as cancellation refunds or as a reward for referring friends to the platform. Travel credits are also automatically issued on reservations with Flex or FlexPro for early departures and last-minute cancellations. 

 

What is Engine Travel Credit worth?

Use Engine Travel Credits like cash on the Engine platform. One Travel Credit has the same value as $1.

 

How do I use Engine Travel Credit?

When you book a stay on Engine, you’ll have the option to pay for your room with Travel Credit at checkout, under Payment. Select Travel Credit and enter the amount you want to use toward the reservation.

 

Can I use my Engine Travel Credit for another account?

No, Travel Credits in your account are meant for reservations you make on that account.Travel credits cannot be transferred to another account. 

 

Can I transfer my Travel Credits to another user?

No, Travel Credits cannot be transferred from one user to another.

 

When will I receive my Engine Travel Credit?

Engine Travel Credit typically appears in your account as soon as it is issued, however sometimes it may take up to 24 hours for Travel Credit to show up in your account.

 

How long do I have to use my Engine Travel Credit?

Travel credits expire 1 calendar year from the date they were issued.

Q: How does Flex work?

A: When you add Flex to your hotel booking, you can cancel your reservation at any time and receive Travel Credits for unused nights at the point of cancellation. To receive a refund for that day's night, cancellation must be completed by 12:00 PM hotel local time. You can also shorten your trip and receive Travel Credit for unused nights. This benefit is available for any individually booked, multi-night stay and for any room, refundable or non-refundable, up to 8 rooms

 

When you add Flex to your flight booking, you can cancel your reservation up to 2 hours before departure and receive Travel Credit for your unused flight.

 

Q: Is Flex available for non-refundable bookings only?

A: You can use Flex for any individually booked, multi-night stay you make with Engine, up to 8 rooms, for both refundable and non-refundable room options.

 

Q: How do I cancel or shorten a reservation?

A: You can make cancellations by navigating to Trips, selecting your itinerary, then selecting Manage Booking. From here, you can select Modify, Shorten, or Cancel.

 

Q: Do I have to sign up for Flex every time I book, or can I make it an automatic choice?

A: By default, Flex is presented as an option at checkout unless previously blocked in company settings. However, you can go to your Travel Policies and set Flex as Required, Optional, or Blocked. Setting Flex to Required will automatically turn on Flex for every hotel booking. Flex for Flights is a separate add-on at booking. 

 

Q: Can I use Flex for multi-room bookings (2-8 rooms)?

A: Yes. Modifications can be made at an individual room level or applied to all rooms at once. Flex is currently unavailable for Group bookings (9+ rooms).

 

Q: How will I be refunded?

A: Depending on when you cancel your reservation, you may receive either a reimbursement from Engine (based on the property’s cancellation policy) or Engine Travel Credit.​ If you shorten your stay, you’ll be refunded for any unused nights.

 

Q: What is Engine Travel Credit?

A: Travel Credit can be used for future bookings with Engine. It can be used any time you need it for one year from the date it was issued.

 

Q: Is my Engine Travel Credit the same value that I paid for my reservation, dollar per dollar?

A: Yes! Travel Credit is worth the same value as your booking, including taxes and minus any fee you paid for Flex.

 

Q: When will I get my Engine Travel Credit?

A: Your Engine Travel Credit will appear in your account as soon as you cancel or shorten your trip.

 

Q: Can I get cash for my Engine Travel Credit?

A: No, Travel Credit is meant for future property bookings with Engine. You can use it any time you make a reservation on Engine.com for one year from the date it was issued.

 

Q: I made my reservation via Direct Bill. How will I be refunded? 

A: You’ll see your Engine account credited once you cancel nights, per our Direct Bill contract with you. Credit will be in the form of either a reimbursement from Engine or with Travel Credit, depending on when you modified your booking and the cancellation policy of the reservation.​

 

Q: My reservation is fully refundable, and I canceled before the property’s cancellation deadline. How will I be refunded? 

A: Engine will reimburse you for the amount indicated in the property’s cancellation policy, and you’ll receive the refund in your original form of payment. Your Flex fee is nonrefundable.

 

Q: How much does the Flex fee cost? 

A: It varies. The Flex fee is a percentage of the total cost of the booking, including taxes and fees.

 

Q: Why would I use Flex for a refundable room?

A:   Even if your room is refundable up to 72 hours in advance, Flex gives you more flexibility. You can cancel up to 12:00 PM the day of check-in without restrictions and even shorten your trip up to 12:00 p.m. the day you wish to check out. Plus, your Travel Credit refund has no use restrictions and is valid for a full year. Best of all, we handle the cancellation and refund tracking for you—so you don’t have to.

 

Q: Are there any terms for my Flex Travel Credit refund?   

A: You can use your Travel Credit when you book a room using the same account on which the original reservation was made. There are no blackout dates. All Travel Credits will expire one year from the date it was issued.​

 

Q: Can I use Flex for group bookings?          

A: No. However, you can use Flex for multi-room bookings, up to 8 rooms.

 

Q: Can I shorten my trip and still get a refund for the nights I don’t stay?      

A: Yes! We know that plans can change. Your Flex coverage ensures you are refunded with Travel Credit for any unused nights. If you are checking out early, be sure to let the front desk know, then Flex will allow you to shorten your stay through the Engine platform. You will need to shorten your trip in the Engine platform by noon hotel time on the day you wish to check-out. Any unused nights are automatically refunded in Travel Credits or to your original method of payment, depending on the property’s cancellation policy.

 

Q: What time do I need to cancel to get reimbursed for that day?

A: If you need to cancel before your stay begins, you must do so by 12:00 PM local hotel time on the day of check-in to receive Travel Credit. If you need to cancel mid-stay or if you’re reporting unused nights, the cutoff for determining an unused night is 12:00 PM local hotel time. 

 

When you add Flex to your flight booking, you can cancel your reservation up to 2 hours before departure and receive Travel Credit for your unused flight.

 

Q: Can I purchase Flex for a single-night, same-day reservation?

A: You can purchase Flex for a single-night, same day reservation only if you book before 12 PM local hotel time. Any single-night, same day reservations booked after 12:00 PM hotel time will not have the option to add Flex.

 

Q: Can I purchase Flex for a multi-night, same-day reservation?

A: Yes. If you make a same-day reservation for several nights, you will be able to shorten your trip with Flex, and cancel by 12:00 p.m, hotel time if booked before this time.. If you booked after 12:00 p.m. hotel time, you will only be able to shorten your stay and will be reimbursed with Travel Credit for any unused nights.

 

Q: How many times can I shorten my hotel stay and still get refunded?

Flex coverage allows for multiple shortenings per room as long as you shorten your stay before 12:00 PM hotel time on the day you would like to check out. 

 

Q: Can I report unused nights after my trip and still get a refund?

A: You can! As this is outside the Flex policy, any refund would be up to the hotel's discretion and is no longer automatically awarded under your Flex coverage. Just make sure to check out early at the property’s front desk so they have a record of your early departure.

 

Q: Is Flex available for manual contracts?   

A: No, this benefit is for online bookings only.

 

Q: Do all Members have access to Flex? 

A: Yes, unless an Admin or Engine has turned off access.

 

Q: How long does Travel Credit last?

A: Engine Travel Credit expires one year from the date it was issued.​

 

Q: Is Flex available for all product lines? Can you use Flex on flights, rental cars, and hotels? 

A: You can use Flex on flights and hotels. 

Q: Is FlexPro a subscription?

A: Yes! Accounts can pay monthly or annually (at a discount).

 

Q: How does FlexPro work? 

A: An Admin will have the option to sign up for FlexPro in the Engine platform. After signing up, FlexPro will automatically apply Flex to every hotel booking.

 

Q: What do I get when I sign up for the FlexPro subscription?

A: While enrolled in the subscription, every eligible hotel booking on your entire account will automatically receive Flex coverage.

 

Q: Who can enroll in FlexPro?

A: Any Admin on an account that is in good, active standing can enroll in FlexPro.

 

Q: How do I enroll in FlexPro?

A: Any Admin user can enroll their business in the FlexPro subscription by going to More → Settings → FlexPro.

 

Q: When will my subscription become active?

A: FlexPro becomes effective immediately upon enrollment.

 

Q: Will FlexPro apply to my previous bookings?

A: No. Only bookings made after enrollment will receive automatic Flex coverage.

 

Q: How can I cancel my subscription?

A: You can manage your subscription directly from the FlexPro management page. While we don’t offer pro-rated refunds, you’ll continue to enjoy FlexPro benefits until the end of your billing period.

 

Q: What happens to my bookings if I cancel my subscription?

A: If you cancel your subscription, all previously booked, future reservations will lose their Flex coverage after the end of the current billing period.

 

Q: How long does coverage last?

A: All bookings made while subscribed to FlexPro will have Flex automatically applied. These bookings will maintain coverage with Flex as long as the account has an active subscription. However, once an account’s subscription is inactive, they will lose coverage on any booking with a check-in date after the date of their current FlexPro billing period. .  

 

Q: If I don’t sign up for FlexPro can I still purchase Flex coverage for my bookings?

A: Yes! Even if you choose not to sign up for FlexPro, you can always purchase Flex coverage a la carte for eligible bookings at checkout when making your reservation.

 

Q: Is there any difference in the coverage I receive with FlexPro compared to Flex?

A: Nope! You still get our same great Flex coverage but at a deeply discounted rate in a consistent, easily manageable subscription format.

 

Q: Are modifications and cancellations handled differently than Flex?    

A: No. Any modifications or cancellations will require the same process as Flex.

 

Q: Can I shorten my trip and still get a refund for the nights I don’t stay?      

A: Yes! We know that plans can change. Your Flex coverage ensures you are refunded with Travel Credit for any unused nights. If you are checking out early, be sure to let the front desk know, then Flex will allow you to shorten your stay through the Engine platform. You must shorten your trip on the Engine platform by noon on the day you wish to check out. Any unused nights are automatically refunded in Travel Credits or to your original method of payment, depending on the property’s cancellation policy.

 

Q: Can I extend my reservation check-out date?

A: No. Since FlexPro is a subscription that applies Flex to all hotel bookings, the ability to extend check-out dates is not currently supported. With Flex you can create a Self Service Extension, which is a new reservation immediately following your current stay.

 

Q: Can I modify my check-in dates? 

A: No. Since FlexPro is a subscription that applies Flex to all hotel bookings, the ability to extend check-in dates is not currently supported. To modify check-in dates, submit a request through the Engine platform or call Member Support at 855-567-4683.

 

Q: Can I purchase FlexPro for just specific departments or employees?

A: No, FlexPro is a business level subscription and its benefits extend to all users on the account.

 

Q: Where can I go to manage my subscription?

A: View and manage your subscription in your Engine account by going to More → Settings → FlexPro.  

 

Q: How is Flex different from Travel Insurance?

A: Travel Insurance is cumbersome, comes with lengthy requirements on coverage qualifications, and requires you to submit proof of an eligible event to receive coverage benefits. At Engine, we aim to provide a quick, easy and stress free experience, so we built Flex to be different. Adding Flex to your booking allows you to cancel or shorten your trip and immediately be refunded for unused nights without any restrictions on qualification or burden of proof.

Engine Frequently Asked Questions (FAQ)

 

• What is Engine Travel Credit?

  • Engine Travel Credit is stored in your account and can be applied toward future bookings on Engine. 

  • Credits are valid for 1 year from the date issued and work just like cash on our platform. $1 Travel Credit = $1 USD.

• Can I be refunded with Direct Bill?

  • Your refund options depend on your ticket type and the timing of your cancellation:

    • Within 24 hours of booking (and at least 7 days before departure): You’re eligible for a full refund, with no impact on your Direct Bill statement.

    • After 24 hours: Most tickets become nonrefundable. Refundable fares may qualify for a credit memo. Flex for Flights purchases may be refunded as Engine Travel Credit.

  • Note: Direct Bill transactions follow standard airline refund policies. The 24-hour window remains your best opportunity for a full refund.

• Is the booking fee refundable?

  • No. The Engine booking fee is nonrefundable.

• Is my flight eligible for airline rewards?

  • Yes! You can earn airline loyalty points or miles on eligible flights. To ensure this: 

    • Add your loyalty number to your Engine profile before booking, and we’ll automatically include it.

    • If you’ve already booked, contact the airline directly to confirm your loyalty number is attached.

    • Member Support can assist in updating loyalty numbers such as frequent flier numbers and known traveler numbers on flights booked through Engine.

  • For future trips, save your loyalty number in your Engine account so it’s always ready at checkout.

• Why is my flight not appearing in the airline's app?

  • It may take up to 48 hours for your booking confirmation to be reflected in the airlines systems.

• Can I change my flight?

  • Yes! If you booked through Engine, you can change your flight's date, time, or airports — either in the app or by contacting Member Support.

    • Note: Flights on the ultra low-cost carrier Frontier must be changed directly with the airline. All other carriers can be changed through Engine.

 

Airline Specific Information

 

American Airlines

 

• Can I cancel within 24 hours for free?

  • Yes. If you booked your flight at least 7 days before departure, you can cancel within 24 hours for a full refund.

• How can I add a bag to my booking?

  • Every American Airlines fare includes one carry-on and one personal item for free. If you’d like to add checked luggage, you can do so directly with American: https://www.aa.com/i18n/travel-info/baggage/baggage.jsp

• Do I get free carry-on?

  • Yes. All fares include one carry-on bag plus one personal item. You can review size and weight restrictions: https://www.aa.com/i18n/travel-info/baggage/carry-on-baggage.jsp

• How do I change my flight?

  • You can change the date, time, departing or arriving airports for eligible flights directly through Engine.

    • Via the app/on a browser: 

      • Go to your trip and select Modify Flight to make changes directly.

    • Via Member Support: 

      • Contact our Member Support team to handle the change for you one of three ways: 

        • Phone: 855-567-4683

        • E-mail: support@engine.com

        • Chat: Initiate a chat through the app or homepage.

• Note: Change eligibility and any applicable fees depend on your ticket type and the airline's policy.

  • You can change your flight by going to American Airlines through the link below. Once you locate your trip, select the option to Change trip and follow the instructions.

  • Note, there may be fees associated with a change depending on what cabin class you booked.

  • Visit here to change your trip: https://www.aa.com/reservation/view/find-your-reservation

• What is the cancelation policy?

  • Within 24 hours of booking (if booked 7+ days in advance): Full refund, no fee.

  • Refundable tickets: Cancel anytime for a full refund back to your original payment method.

  • Nonrefundable tickets: Eligible for a Trip Credit, minus any cancellation fee.

  • To cancel through Engine, go to your booking, click Manage Trip, then Need to Cancel?.

• Do you have military benefits?

  • Yes. Active duty U.S. military members receive free checked bags (allowance depends on destination).

• How can I add or change my seats?

  • Basic Economy: You can pay to select a seat before check-in. If you don’t, a seat will be automatically assigned at check-in.

  • Other fares: Seat selection is always included, with the option to upgrade to preferred or extra-legroom seats for a fee.

  • You can add or change seats directly with American: https://www.aa.com/reservation/view/find-your-reservation

Delta

 

• Can I cancel within 24 hours for free?

  • Yes. If you booked your flight at least 7 days before departure, you can cancel within 24 hours for a full refund.

• How can I add a bag to my booking

  • You can add checked bags directly with Delta. To review baggage allowances and fees, visit: https://www.delta.com/us/en/baggage/overview

• Do I get free carry-on?

  • Yes, most fares include one free carry-on bag plus one personal item. On some international Basic Economy routes, carry-ons may not be included—check your booking for details.

• How do I change my flight?

  • You can change the date, time, departing or arriving airports for eligible flights directly through Engine.

    • Via the app/on a browser: 

      • Go to your trip and select Modify Flight to make changes directly.

    • Via Member Support: 

      • Contact our Member Support team to handle the change for you one of three ways: 

        • Phone: 855-567-4683

        • E-mail: support@engine.com

        • Chat: Initiate a chat through the app or homepage.

• Can I change flights without fees?

  • Basic Economy: Not eligible for changes, but you may cancel for a partial eCredit with Delta.

  • Other fares: No Change fees

  • To make changes, visit: https://www.delta.com/us/en/change-cancel/change-flight

• What is the cancelation policy?

  • Basic Economy: You can cancel for an eCredit, minus any cancellation fees.

  • Other fares: Eligible for a full refund to your original form of payment.

  • To cancel through Engine, go to your booking, click Manage Trip, then Need to Cancel?.

• Do you have military benefits?

  • Yes. Active duty U.S. military members get free checked bags and early boarding.

• How can I add or change my seats?

  • Basic Economy: You can pay to select a seat before check-in. If you don’t, Delta will assign one at check-in.

  • Other fares: Seat selection is included, with the option to upgrade to preferred or extra-legroom seats for a fee.

  • You can manage seats directly with Delta: https://www.delta.com/my-trips/search

United Airlines

• Can I cancel within 24 hours for free?

  • Yes. If you booked your flight at least 7 days before departure, you can cancel within 24 hours for a full refund.

• How can I add a bag to my booking?

  • You can add checked bags directly with United. For details on baggage allowances and fees, visit: https://www.united.com/en/us/fly/baggage/checked-bags.html

• Do I get free carry-on?

  • Basic Economy (domestic): Includes one personal item only. Carry-on bags are not included.

  • Other fares: Include one free carry-on and one personal item.

• How do I change my flight?

  • You can change the date, time, departing or arriving airports for eligible flights directly through Engine.

    • Via the app/on a browser: 

      • Go to your trip and select Modify Flight to make changes directly.

    • Via Member Support: 

      • Contact our Member Support team to handle the change for you one of three ways: 

        • Phone: 855-567-4683

        • E-mail: support@engine.com

        • Chat: Initiate a chat through the app or homepage.

• Can I change flights without fees?

  • Basic Economy: Changes require a fee.

  • Other fares: No change fees apply.

  • You can review options and make changes on United, visit: https://www.united.com/en/us/fly/travel/trip-planning/flight-change.html

• What is the cancelation policy?

  • Basic Economy: Cancel for a travel credit, minus any cancellation fees.

  • Nonrefundable tickets: Cancel for a United travel credit to use on a future trip.

  • Refundable tickets: Cancel anytime for a full refund back to your original form of payment.

  • To cancel through Engine, go to your booking, click Manage Trip, then Need to Cancel?.

• Do you have military benefits?

  • Yes. Active duty U.S. military members receive up to 3 free checked bags.

• How can I add or change my seats?

  • Basic Economy: You can pay to select a seat before check-in. If not selected, a seat will be automatically assigned at check-in.

  • Other fares: Seat selection is included, with the option to upgrade to preferred or extra-legroom seats for a fee.

  • You can manage your seats directly with United, visit: https://www.united.com/en/us/manageres/mytrips

Southwest

• Can I cancel within 24 hours for free?

  • Yes. If you booked your flight at least 7 days before departure, you can cancel within 24 hours for a full refund.

• How can I add a bag to my booking?

  • Every Southwest fare includes 2 free checked bags, plus one carry-on and one personal item. You can review baggage rules here: https://support.southwest.com/helpcenter/s/article/checked-baggage-policy

• Do I get free carry-on?

  • Yes. All fares include one carry-on bag and one personal item. You can check size and weight limits here: https://support.southwest.com/helpcenter/s/article/carryon-baggage-policy

• How do I change my flight?

  • You can change the date, time, departing or arriving airports for eligible flights directly through Engine.

    • Via the app/on a browser: 

      • Go to your trip and select Modify Flight to make changes directly.

    • Via Member Support: 

      • Contact our Member Support team to handle the change for you one of three ways: 

        • Phone: 855-567-4683

        • E-mail: support@engine.com

        • Chat: Initiate a chat through the app or homepage.

• Can I change flights without fees?

  • If you booked a Basic Economy Fare, you will need to upgrade the fare to Choice, Choice Preferred, or Choice Extra Fare to be able to change your flight.

  • For all other fares, you are able to change your flight without fees. To change your flight, visit: https://www.southwest.com/air/change/index.html

• What is the cancelation policy?

  • For Basic Economy fares, cancellations will result in Flight Credit with Southwest for the value of the ticket which you can use at a later date.

  • For all other fares, canceling your flight will result in a full refund to your original form of payment.

  • To cancel through Engine, go to your booking, click Manage Trip, then Need to Cancel?.

• Do you have military benefits?

  • Yes. Active duty U.S. military members receive free checked bags.

• How can I add or change my seats?

  • Basic Economy fares are eligible to pay for seat selection prior to check-in for a fee. If no seat is selected, your seat selection will be assigned automatically at check-in.

  • For all other fares, you will have the opportunity to always select a seat with the ability to upgrade to more preferred seats for a fee.

  • To add or change seats for your booking, visit: https://www.united.com/en/us/manageres/mytrips

Frontier

• Can I cancel within 24 hours for free?

  • Yes. If you booked your flight at least 7 days before departure, you can cancel within 24 hours for a full refund.

• How can I add a bag to my booking?

  • All tickets include one free personal item. Checked bags and carry-ons can be added at any time through Frontier’s Manage Trip page. Bag prices increase closer to departure, so it’s best to purchase early. To add bags, visit: https://www.flyfrontier.com/travel/my-trips/manage-trip

• How do I change my flight?

  • Frontier requires all changes to flights booked through them to be made directly on their site at www.flyfrontier.com.

• Do I get free carry-on?

  • Basic Fare: Includes only a personal item. A carry-on can be purchased.

  • Other fares (e.g., Perks, Works bundles): Include one carry-on at no extra charge.

  • You can manage baggage through Manage Trip on Frontier's site: https://www.flyfrontier.com/travel/my-trips/manage-trip

• Can I change flights without fees?

  • Basic Fare: Free to change if done 60+ days before departure. After that, change fees apply.

  • Other fares: Changes are free.

  • To make changes to your booking, visit: https://www.flyfrontier.com/travel/my-trips/manage-trip/

• What is the cancelation policy?

  • Basic Fare: Cancel for a fee, with the balance returned as Frontier flight credit.

  • Other fares: Cancellations are free, with the value returned as Frontier flight credit.

  • To cancel through Engine, go to your booking, click Manage Trip, then Need to Cancel?.

• Do you have military benefits?

  • Yes. Active duty U.S. military travelers receive 1 free carry-on and 2 free checked bags.

• How can I add or change my seats?

  • Basic Fare: You can pay to select a seat before check-in. If you don’t, one will be automatically assigned at check-in.

  • Other fares: Seat selection is included, with the option to upgrade to stretch or preferred seats for a fee.

  • To add or change seats for your booking, visit: https://www.flyfrontier.com/travel/my-trips/manage-trip

Hawaiian

• Can I cancel within 24 hours for free?

  • Yes. If you booked your flight at least 7 days before departure, you can cancel within 24 hours for a full refund.

• How can I add a bag to my booking?

  • All fares include 1 personal item and 1 carry-on bag. Checked bags can be purchased for a fee.

  • First Class tickets include 2 free checked bags.

  • To add bags to your booking, visit: https://mytrips.hawaiianairlines.com/find-my-trip

• How do I change my flight?

  • You can change the date, time, departing or arriving airports for eligible flights directly through Engine.

    • Via the app/on a browser: 

      • Go to your trip and select Modify Flight to make changes directly.

    • Via Member Support: 

      • Contact our Member Support team to handle the change for you one of three ways: 

        • Phone: 855-567-4683

        • E-mail: support@engine.com

        • Chat: Initiate a chat through the app or homepage.

• Do I get free carry-on?

  • Yes. Every fare includes one personal item and one carry-on bag at no extra cost.

• Can I change flights without fees?

  • Main Cabin Basic: Changes may require a fee.

  • All other fares: No change fees.

  • To make changes, visit: https://mytrips.hawaiianairlines.com/find-my-trip

• What is the cancelation policy?

  • Refundable fares: Cancel anytime for a full refund to your original payment method.

  • Nonrefundable fares: Policies vary depending on your route and ticket type. You may be eligible for credit toward a future flight.

  • To cancel through Engine, go to your booking, click Manage Trip, then Need to Cancel?.

• Do you have military benefits?

  • Yes. Active duty U.S. military members receive 2 free checked bags.

• How can I add or change my seats?

  • Main Cabin Basic: You can pay to select a seat before check-in. If you don’t, one will be automatically assigned.

  • Other fares: Seat selection is included, with the option to upgrade to preferred or extra-legroom seats for a fee.

  • To add or change seats for your booking, visit: https://www.hawaiianairlines.com/my-account/my-trips/manage-trip-itinerary

Air Canada

• Can I cancel within 24 hours for free?

  • Yes. If you booked your flight at least 7 days before departure, you can cancel within 24 hours for a full refund.

• How can I add a bag to my booking?

  • For Economy Basic fares, only 1 personal item is included and a carry-on and checked bags can be added for an additional fee.

  • For all other fares, 1 personal item, 1 carry-on, and 1 checked bag are included.

• How do I change my flight?

  • You can change the date, time, departing or arriving airports for eligible flights directly through Engine.

    • Via the app/on a browser: 

      • Go to your trip and select Modify Flight to make changes directly.

    • Via Member Support: 

      • Contact our Member Support team to handle the change for you one of three ways: 

        • Phone: 855-567-4683

        • E-mail: support@engine.com

        • Chat: Initiate a chat through the app or homepage.

• Do I get free carry-on?

  • For Economy Basic fares, only 1 personal item is included and a carry-on can be added for an additional fee.

  • For all other fares, 1 personal item and 1 carry-on are included.

• Can I change flights without fees?

  • For Economy Basic fares, your booking can be changed for a fee.

  • For all other fares, your booking can be changed for free.

  • To change your flight, visit: aircanada.com/us/en/aco/home/book/manage-bookings.html

• What is the cancelation policy?

  • For Economy Basic fares, your booking is refundable for a fee and will be refunded as a Travel Credit to be used in the future.

  • For Economy Flex, your booking is fully refundable as a Travel Credit to be used in the future.

  • For all other fares, your booking is fully refundable back to the original form of payment.

  • To cancel through Engine, go to your booking, click Manage Trip, then Need to Cancel?.

• Do you have military benefits?

  • Active duty Canadian and US Military receive up to 3 pieces of checked luggage for free.

• How can I add or change my seats?

  • Basic fares are eligible to pay for seat selection prior to check-in for a fee. If no seat is selected, your seat selection will be assigned automatically at check-in.

  • For Standard fares, seat selection may require a fee depending on the itineraries.

  • For Latitude, Comfort, and Flex fares, you will have the opportunity to always select a seat with the ability to upgrade to more preferred seats for a fee.

  • To add or change seats for your booking, visit: https://www.aircanada.com/us/en/aco/home/book/manage-bookings.html#/

Alaska

• Can I cancel within 24 hours for free?

  • Yes. If you booked your flight at least 7 days before departure, you can cancel within 24 hours for a full refund.

• How can I add a bag to my booking?

  • Economy Basic: Includes only 1 personal item. Carry-on and checked bags can be added for a fee.

  • All other fares: Include 1 personal item, 1 carry-on, and 1 checked bag.

  • You can add bags by visiting: https://reservations.alaskaair.com/reservation

• How do I change my flight?

  • You can change the date, time, departing or arriving airports for eligible flights directly through Engine.

    • Via the app/on a browser: 

      • Go to your trip and select Modify Flight to make changes directly.

    • Via Member Support: 

      • Contact our Member Support team to handle the change for you one of three ways: 

        • Phone: 855-567-4683

        • E-mail: support@engine.com

        • Chat: Initiate a chat through the app or homepage.

• Do I get free carry-on?

  • Economy Basic: Includes only a personal item; carry-on must be purchased separately.

  • All other fares: Include both a personal item and 1 carry-on bag.

  • For size restrictions, visit: https://www.alaskaair.com/content/travel-info/baggage/carry-on-luggage

• Can I change flights without fees?

  • Economy Basic: Changes allowed with a fee.

  • All other fares: No change fees.

  • To change your booking, visit: https://reservations.alaskaair.com/reservation

• What is the cancelation policy?

  • For Saver fare tickets, flights can be canceled at least 14 days in advance for 50% credit with Alaska Airlines. For changes sooner than 14 days in advance, no refund will be issued.

  • For non-refundable fare tickets, a travel credit may be issued with Alaska Airlines.

  • For refundable fare tickets, your booking if fully refundable back to your original form of payment.

  • To cancel through Engine, go to your booking, click Manage Trip, then Need to Cancel?.

• Do you have military benefits?

  • Yes. Active duty members of the Canadian and U.S. military receive up to 3 free checked bags.

  • To view additional Active Duty Military benefits, visit: https://www.alaskaair.com/content/about-us/social-responsibility/salute-to-service

• How can I add or change my seats?

  • Saver fares: Seat selection is available for a fee. If you don’t choose, a seat will be assigned automatically at check-in.

  • Main, Premium, and First class: Seat selection is included, with the option to upgrade to preferred or extra-legroom seats for a fee.

  • To add or change seats for your booking, visit: https://reservations.alaskaair.com/reservation

JetBlue

 

• Can I cancel within 24 hours for free?

  • Yes. If you booked your flight at least 7 days before departure, you can cancel within 24 hours for a full refund.

• How can I add a bag to my booking?

  • Every fare includes one personal item and one carry-on bag. To add checked bags, visit: https://www.jetblue.com/manage-trips

• How do I change my flight?

  • You can change the date, time, departing or arriving airports for eligible flights directly through Engine.

    • Via the app/on a browser: 

      • Go to your trip and select Modify Flight to make changes directly.

    • Via Member Support: 

      • Contact our Member Support team to handle the change for you one of three ways: 

        • Phone: 855-567-4683

        • E-mail: support@engine.com

        • Chat: Initiate a chat through the app or homepage.

• Do I get free carry-on?

  • Yes. All fares include 1 personal item and 1 carry-on bag. For size restrictions, visit: https://www.jetblue.com/at-the-airport/baggage-information

• Can I change flights without fees?

  • Blue Basic: Not eligible for changes. Tickets can be canceled for a $200 fee per passenger.

  • All other fares: No change fees (fare difference may apply).

  • To modify your flight, visit: https://www.jetblue.com/manage-trips

• What is the cancelation policy?

  • Nonrefundable fares: Canceled flights receive JetBlue Travel Credit, minus applicable fees.

  • Refundable fares: Can be canceled free of charge for a full refund to your original payment method.

  • To cancel through Engine, go to your booking, click Manage Trip, then Need to Cancel?.

• Do you have military benefits?

  • Yes. Active duty U.S. military travelers receive up to 2 free checked bags. To view additional Active Duty Military benefits, visit: https://www.jetblue.com/flying-with-us/military-customers

• How can I add or change my seats?

  • Blue Basic: Seat selection is available for a fee before check-in. If you don’t choose, JetBlue will assign a seat automatically at check-in.

  • All other fares: Standard seat selection is included. Preferred or extra-legroom seats may be available for a fee.

To add or change seats for your booking, visit: https://www.jetblue.com/manage-trips

What is a Corporate loyalty code?

Corporate loyalty codes allow a business to earn loyalty points with an airline through a business-specific program (e.g. Delta’s SkyMiles for Business). These points can be used directly with the airline. Companies typically enroll in these programs through the airline’s website or a sales rep.

 

Which airlines have supported codes with Engine?

Corporate loyalty codes are currently supported for:

 

• Air France

 

• American Airlines

 

• Delta Airlines

 

• KLM Royal Dutch Airlines

 

• Southwest Airlines

 

• United Airlines

 

How do I set up corporate loyalty codes in Engine?

From the company settings page, you’ll see corporate codes in the left navigation. There, you should see a message asking if you have a corporate loyalty code.

 

What will Travelers' flight booking experience look like once I add my code?

If you add a corporate loyalty code, this will not be visible to Travelers booking flights.

I added my corporate loyalty code. Why isn’t it applying to my flight booking?

There could be several possible reasons why your rates aren’t showing up in Engine:

 

• The corporate code was entered incorrectly — double-check for typos.
  
  

• The code has not been configured yet.

 

I have a negotiated rate code. Can I add that in Engine?

Soon, we will add the ability to add your negotiated rate codes in Engine. You’ll see that option in the same place as where you add your corporate loyalty code today (Company Settings > Corporate Codes). 

 

If you have any questions about corporate loyalty codes or anything else, please feel free to reach out to us via live chat, at 855-567-4683, or support@engine.com.

What's the difference between corporate loyalty and corporate negotiated rates?

Corporate loyalty programs let your travelers earn points or miles with an airline under your company's business account (for example, Delta SkyMiles for Business). Enrollment is handled directly with the airline, and points are used through the airline - not through Engine.

Corporate negotiated rates are private, discounted fares your company has negotiated directly with an airline. These require a setup step with Engine's team before they'll appear when your travelers search for flights. Once configured, eligible fares are automatically surfaced to your travelers with a "Corporate rate" label - no extra steps needed at booking.

Which airlines support corporate negotiated rates in Engine?

Corporate negotiated rates are currently supported for the following airlines:

• Air France

• Alaska Airlines

• American Airlines

• British Airways

• Delta Airlines

• KLM

• Qantas Airways

• Southwest Airlines

• United Airlines

• WestJet

How do I set it up?

Setting up corporate negotiated rates is just a quick email with your Account Manager. Provide the following information:

1. Your corporate program name (for example, "Southwest Rapid Rewards Business")

2. Optional but helpful: 1–2 priority routes you'd like tested once rates are live

Engine handles all coordination with the airline on the backend - no need for you to contact the airline.

What does the setup process look like?

Once you share the above details, Engine files your negotiated discount against Engine's credentials. Timeline varies by airline and program - you should hear from your Account Manager a few business days from when the airline confirms filing.

How will corporate negotiated rates appear when my travelers search?

Once your rates are active, travelers on your account will see a "Corporate rate" label on eligible fares in search results. The label carries through into the checkout flow so travelers can confirm they're booking a negotiated fare before completing their trip.

I set up my corporate negotiated rates. Why aren't they showing up?

A few common reasons rates may not appear:

• The route or dates aren't covered. Negotiated rates often apply to specific routes, fare brands, or travel windows. Searching outside those parameters returns public fares - this is expected, not an error.

• The selected fare class isn't eligible. Some programs only apply to certain cabin classes. Try the same route on a different fare type.

• Setup is still in progress. Filing takes time after your Account Manager confirms. If it's been more than a few business days, contact your Account Manager.

• The program may have lapsed. Corporate programs occasionally expire or require re-filing. Confirm with your airline Account Manager that the program is still active, then let Engine support know to refile.

If you have any questions about corporate negotiated rates or anything else, reach out to Engine support via live chat, at 855-567-4683, or support@engine.com.

Q: What is Groups?

A: Engine Groups is an end-to-end service for lodging that requires nine or more rooms, extended stays of 28 nights or more, or bookings with unique requirements that benefit from a personal touch. Our Groups team will search for hotels that fit your needs, negotiate the best rates, and manage changes to your group through check-out day.

 

To get started, simply fill out a trip request form and provide as much detail as possible so our team can start sourcing hotels. We’ll send proposals as we negotiate, and once you accept a proposal, you'll sign any required agreements and get ready for your upcoming trip. 

 

Q: Why should I book a group trip or extended stay with Engine?

A: Booking hotel room blocks and extended stays with Engine Groups ensures you receive the best possible rates and terms for your group trip. Our free platform allows you to browse properties, compare rates, and book your stay—all in one place. 

 

You’ll save hours of time because we simplify every aspect of the booking process for large groups. We handle rate negotiation, book the rooms, gather signatures, and even reconcile charges after your checkout.

 

Q: Do I save money by booking a large group trip or an extended stay with Engine?

A: Our team utilizes local and brand partnerships to negotiate the best rate for your stay. On average, we save groups 22% off the best available online rates.

 

Q: How can I manage my trip request?

A: Log into your account to track the progress on your trip request. You can review hotel proposals sent from your trip manager, accept or decline hotel options, and manage upcoming confirmed trips.

 

Q: Do I have to communicate with the hotel myself?

A: Nope. Our team secures the best rates and terms by negotiating with hotels on your behalf. If you have questions, contact your trip manager via groups@engine.com. 

 

The only time you’ll only communicate with the hotel is if you choose to have individuals pay the hotel directly for their rooms. This is managed through the hotel’s group booking link.

 

Otherwise, our team handles all changes and requests and communicates with the hotel for you. 

 

Q: How long does it take to get a hotel proposal?

A: On average, hotel quotes are delivered via the Engine platform in 4 business hours (and sometimes as fast as 10 minutes). Your trip manager will send you hotel proposals as they are received. Please check your dashboard and email regularly.

 

Q: How many hotel proposals will I get?

A: The number of hotel proposals you receive per trip request can vary based on time of year, size, or length of trip. You will receive a minimum of two hotel proposals so that you can compare based on your needs.

 

Q: Can I request preferred amenities and price?

A: Yes, you can indicate your preferred amenities, desired budget, and any other details in the trip request form.

 

Q: How do I pay for my trip?

A: There are three ways you can pay for your trip: Engine Direct Bill, one credit card payment in advance to Engine for all rooms, or guests can pay individually at the hotel upon check-in.

 

Q: Can I make modifications or cancel an upcoming trip?

A: We understand that plans can change at the last minute. If you need to modify or cancel an upcoming trip, please contact your dedicated trip manager.

 

Q: Can I submit more than one trip request at a time to the Groups team?

A: Yes, you can submit as many trip request forms as you like. Our team will get to work as soon as they receive a completed form.

Q: How do I input my hotel loyalty program information in the Engine platform?
A: Navigate to your Personal Settings by clicking on your initials in the upper right corner of your account, and then click Settings.  From Your Profile, click on the Hotel Loyalty Program tab. Here you can add, edit,  and remove hotel loyalty program numbers. Please note: Engine cannot verify that account numbers have been input accurately–we only save what has been entered.Your hotel loyalty numbers will display automatically when you select a hotel that is supported by a saved program.

Q: Does adding my loyalty reward number to a booking decrease the amount of Engine Reward points I can receive?
A: No. You can earn points from both programs! You will receive the same amount of Engine Reward points you would usually receive for a booking while earning points for your eligible hotel loyalty program.

Q: How many hotel loyalty programs can I save on the Hotel Engine platform?
You can save up to 16 hotel loyalty programs within your Engine account.

Which Hotel Loyalty Programs does Engine support?

Engine supports the following hotel loyalty programs: Accor Live Limitless, Best Western Rewards, Choice Privileges, Drury Rewards, Extended Perks, Hello Rewards, Hilton Honors, IHG Rewards Club, Marriott Bonvoy, M Life Rewards, My Place Stay Rewarded, Radisson Rewards, Redi Rewards, Select Guest Loyalty (Omni), Sonesta Travel Pass, Virgin Red, World of Hyatt, and Wyndham Rewards

How do I see which hotel options are hotel loyalty eligible?
Hotel loyalty programs will appear on hotel cards within your search results. The programs are identified with a purple badge. You can also use the search filters to sort by loyalty-eligible to only see only those results. Note that not every hotel room is loyalty-eligible. Look for the purple badge under the room type.

How do I make sure I am earning loyalty points for other programs once I complete a stay?
Once the booking is complete, we will pass your loyalty program numbers to the hotel. We cannot confirm that a hotel will receive and apply the loyalty number, so it’s best practice to confirm with the hotel that they received your loyalty number when you check in.

Can I see my rewards point balance for other loyalty programs on the Engine platform?
No. You will need to go to your hotel loyalty program's account. You can only view your Engine Rewards balance in your profile in Engine.

How much does this cost?
$0. This option is free for Engine users.

As an Admin, can I limit the users who have access to the loyalty point pass-through feature?
Admins can switch on/off the ability for your Members to upload their loyalty program numbers when creating Travel Policies.

Sync Process

Q: How does the sync work? Do changes made in Engine update the connected HRIS?
A: Engine uses our partner Merge to securely connect to 50+ HRIS platforms. The integration is a one-way sync to ensure your HRIS remains the single source of truth. Changes in your HRIS will update employee information in Engine, but nothing from Engine will be sent back to your HRIS. Updates to Engine-only fields (like travel policies) will not be affected by the HRIS sync.

Q: Does using an HRIS integration mean all employees get invitations to join Engine?
A: By default all synced employees will receive invitation emails during the first sync and all new employees will be invited with each subsequent daily sync. Admins can turn the auto-invite on/off at any time to maintain control rollout.

Q: What happens during the first sync vs. ongoing updates?
A: During the first sync, new accounts are created for all employees, or selected groups, in your HR platform. For existing Engine users, the sync checks for matching email addresses and updates any differences with current HRIS data. Ongoing updates run daily and only modify mapped fields when changes are detected.

Q: How much does Engine charge for this feature?
A: Nothing! This is free for all accounts. Some HR platforms may have associated fees, contact your HR platform provider to learn more. 

Employee Management

Q: If I make changes to an employee in Engine, what happens during the next sync?
A: There are a few common situations where a member’s information is changed:

1. An existing member is moved to a department that is not included in selective sync. 

   1. This user will no longer be updated by the integration. Move them back to a synced department in Engine to resume syncing. 

2. A member’s role, travel policy, or other personal details not mapped during the sync are changed. 

   1. These will remain as-is and will not be updated during a sync. 

   2. Fields like name, email, and employment status will be updated daily to match your HR platform. 

Q: When an employee is terminated, what happens to their Engine account?
A: Engine automatically archives terminated employees' accounts during the next sync. This follows the same process as manual archiving to ensure platform security. Archived accounts lose all access to Engine immediately.

Q: What if a terminated employee has upcoming travel booked?
A: Admins should track down and cancel any existing reservations for terminated employees, as this is not handled automatically by the sync process.

Q: What happens to Travel Credits for terminated employees?
A: Travel Credits assigned to individual users are lost when their account is archived (same as manual archiving today). If Travel Credits are pooled at the company level, your business retains access to the balance.

Q: Can rehired employees get their Engine account back?
A: Yes, Engine can automatically restore accounts for rehired employees. During the next sync after an employee becomes active again, Engine will restore their previous account if the email address matches exactly and other key information (first name, last name, employee ID) matches the original account data. If Engine cannot match the records, a new account may be created or you can contact support for assistance.

Customization & Control

Q: Can I select or restrict which employees are included in the sync?
A: Yes, selective sync allows you to choose specific employee groups (by department, cost center, division, or other organizational groups) rather than syncing all employees. Some HR platforms also offer SFTP as a method for employee selection.

Q: Can I add additional fields like KTN, passport number, or custom fields?
A: Not at this time. Engine only maps the standard fields listed in the Data Mapping section above. Admins, Department Managers, and Travelers can edit these details on each user's personal details or via a bulk upload. 

Q: Can I assign specific travel policies when employees are synced?
A: No, travel policies must still be managed manually by admins in Engine. All new employees are assigned the default travel policy when their account is created, though this can be changed afterward. 

Technical Questions

Q: What if my company changes HR platforms?
A: Changing HRIS platforms requires setting up a new integration, which will be treated as a complete restart. However, your existing Engine users shouldn't see any changes to their accounts.

Q: Will employees with personal email addresses sync over?
A: Employees will sync if their email address uses an approved domain. If an employee's email address changes in your HRIS, Engine will automatically update it during the next sync.

Q: Can I manually add employees who aren't in our HRIS?
A: Yes, admins can still add members directly in Engine (such as contractors not in your HR platform). Members added manually in Engine who aren't found in your HRIS (via email match) will not be affected by the sync process.

Q: How do personal accounts work?
A: A personal account gives you the opportunity to book rooms for your personal travel with no restrictions. You pay for your trips with your own payment methods and have separate account dashboards. Everything is kept completely private from your company. 

 

Q: How do I get my $25 Travel Credit for my personal account?
A: When you claim your personal account and verify your email address, your personal account will automatically receive $25 in Travel Credit. You can view your Travel Credit balance at https://members.engine.com/travel-credits.

Q: Does my $25 Travel Credit expire?
A: Yes, your $25 Travel Credit expires 30 days after you set up your personal account. 

Q: Do I get the same low rates that I get with my business account?
A: Yes! Because you are a vetted Engine Member, you will receive the same great rates as you do with your business bookings.

Q: Can my business see my personal account activity?
A: Your personal account is totally private to you; your Admin cannot see your personal activity. Your bookings will also not factor into your company’s trends or billing data, or anything else.

Q: Are there Travel Policies, restrictions, or spending caps, like with my business account? 
A: There are no travel restrictions with your personal account. You can book any room you would like. With over 700,000 properties on Engine, you’ll have plenty to choose from.

Q: Can I keep my account if I leave my business?
A: Yes. You claim your account with a personal email address, so your personal account will stick with you, even if your business account login is deleted.

Q: Do I need a different login for my personal account?
A: Yes and no. While your personal account is associated with your personal email address (and therefore accessible to you even if you leave your company), you only have to log into it once. Once you’ve claimed your personal account and logged in, you’ll be able to toggle back and forth between your personal and business accounts right on your dashboard, without going through all the login steps.  

Q: Can I see my personal trips on my business dashboard?
A: Because your personal account is completely separate from your business account, your trip itineraries are also completely separate. But to view all of your trips, it’s as simple as toggling back and forth between accounts on one dashboard. 

Q: Can I refer a friend or business from my personal account?
A: Yes! Referring is easy—and you’ll earn Travel Credits as a thank-you. If you refer a business, you’ll  Earn 1% of their total travel bookings in Travel Credits for their first year with Engine. If you refer a friend, you’ll get $25 in Travel Credits after they complete their first trip booked with Engine.

How to refer a friend or business:

• Log into your personal account.

• Click on the personal settings menu (your initials in the upper right corner).

• Select Refer a Friend.

• Choose whether you’re referring a business (using their business email) or a friend (using their personal email).

Q: Where on Engine do I make a trip extension?

A: You can start booking your trip extension directly from your itinerary. Go to Trips, click the stay you’d like to extend, and scroll down to Manage trip. A box will appear – click on Extend Reservation. You’ll choose which rooms to extend and enter the new check out date. 

 

Q: How do I know if my extension is confirmed?

A:  If your room is confirmed, you will see a confirmation notification on your browser. You will also receive a confirmation email and see your new trip on the My Trips tab.

 

Q: Is this an extension of my existing trip or is it a new reservation?

A:  It’s actually a new reservation, so it will appear with a separate itinerary in My Trips. Your company Admin or Department Manager will also see it as two separate trips.

 

Q: Will my extension show up in my current itinerary?

A: No. You will receive a new itinerary for your extension.

 

Q: Will I need to switch rooms?

A: We can’t guarantee you will stay in the same room for the additional nights. You will receive an email from Engine as to whether or not you are staying in the same room. Please check with the property’s front desk--the property manager might be able to accommodate your request

 

Q: What happens if my hotel doesn’t have rooms to book?

A: If the property doesn’t have available rooms for the nights requested, we will help you find a room in a property located in the area of your initial reservation.

 

Q: Will I pay the same nightly rate for my extension?

A: Properties set room prices based on demand, so you could see a higher or lower rate for the additional nights. Please be aware that rates change on the extension; they don’t affect the initial reservation.

 

Q: Why can’t I book a trip extension?

A: Please check if you or your company’s Admin or your Department Manager already booked an extension for this trip. We support trip extensions until checkout day. If you are trying to book an extension after checkout day, please create a new booking. Note that you can only make one modification to a trip through the Engine platform – any additional modifications must go through our Member Support team. 

Here's what you can expect from Support Center's Case Tracking:

• Centralized Case Management: Say goodbye to scattered communication and information gaps. Support Center provides a centralized platform to track and view your support cases, ensuring nothing falls through the cracks.

• Real-Time Updates: Stay in the loop with real-time updates on case statuses and progress. You'll have a clear view of your case's status, eliminating the need for additional emails or calls to check in with Member Support.

We've designed the Support Center's Case Tracking with simplicity and efficiency in mind. It empowers you to stay informed and streamline your support experience.

 

Q. How do I access the Support Center?
A. To access the Support Center, navigate to your profile and click on More → Support.

 

Q. What cases am I able to see in the support center?
A. Currently, you can see the following cases you have with our support team:

• Billing Inquiry regarding a trip

• Cancellations

• Date change

• Name change

• Special requests

If you have other case types open with our support team, you will not be able to view those in the support center.

 

Q. How do I view the details of a specific case?
A. In your Support Center, click on the case you want to view. A pop up will appear from the right of the screen.

 

Q. What do I do if I have a question about a case or need to talk to an agent?
A. You may respond to the email the Member Support team sent you regarding this case, call Member Support directly at 855-567-4683, or chat with us via live chat.

Q. Can I customize the view in the Support Center?
A. Yes, you can customize the view in the Support Center. You can use filters to show different views, such as All, Active (default selection), and Closed. Additionally, a search bar allows you to search using identifiers like case IDs and contract numbers, as well as the following fields: status, case type, primary guest, and location.

Q: What are Traveler Permissions?
A: Admins can give their Travelers specific permissions, while Department Managers can do this for Travelers in their department. Sometimes, you may set Travelers to have View-Only permissions. View-Only Travelers can see trips booked for them and chat with Member Support, but they won't be able to book trips or use credit lines.

Q: What can a View-Only Traveler do?
A: View-Only Travelers can:

• View trips booked for them

• Share and print folios

• Request a late check-in

• Chat with Member Support

• Access Support Center

• Adjust their user settings like Hotel Loyalty Programs

• Download the mobile app

They cannot:

• Book trips

• Search for trips

• Access any company settings

• Modify trips booked for them

• Access most other functionality

Q: What’s the difference between Personal Guests and View-Only Travelers?
A: View-Only Travelers have access to their own Engine account with a login. Personal Guests do not have access to Engine but others can book trips on their behalf. All Admins, Department Managers, and Coordinators on an account will have access to the same employees they book for by adding them as View-only Travelers, while Personal Guests are only connected to individual Members and cannot be shared across the company's account.

Q: Who controls whether a Traveler is View-Only or not?
A: Admins can toggle whether a Traveler is View-Only or not by managing the Traveler’s details in the Members Tab, while Department Managers can do this for Travelers in their department. The toggle named “Allow member to book for their own travel” can be found under the Membership section for every Member on the account. Note: Department Managers 

By default, new Travelers can book their own travel, so it’s up to the Admin or Department Managers to set Travelers to View-Only if they desire.

Q: Is View-Only a permanent permission?
A: No. Admins and Department Managers can edit this permission at any time.

Q: Can Admins or Department Managers migrate Personal Guests or Full-Permission Travelers to View-Only Travelers?
A: Yes, however, they will need to put in a request with their Account Manager.

Q: What can my Trends page do for me?

A: Your account's Trends page can help you make informed decisions about how your Members book and use reservations on Engine. It’s also a great place to view your company's overall travel activity and tally up your savings.

 

Q: Can I download or schedule these reports?

A: The Trends page is the best place to download a report for your CFO. You can use the Generate Reports button in the upper right-hand corner of your screen to get started. You can run reports on bookings and rewards usage and even schedule a report that will be delivered to your inbox on a daily, weekly or monthly basis. 

 

Q: How do I customize my report dates?

A: You can easily customize report dates by using the date filter at the top of the screen or  by clicking the Generate Reports button in the upper right corner. Add the dates you’d like to analyze and the type of report you’d like to receive, then click Request Report.

 

Q: How does the Spend section get calculated?

A: Spend is the total amount of bookings you’ve made on Engine during the filtered date range, and user type shown on the dashboard. 

 

Q: How are Savings calculated?

A: Savings are calculated by comparing the best available rate (BAR) to the Engine Exclusive rate booked. The total amount of savings here reflects the amount accumulated during the filtered date range shown on the dashboard.

 

Q: What is Engine Benefits measuring?

A: The Engine Benefits section shows the monetary value of all earned Engine Rewards points, Flex savings, and Travel Credits. 

 

Q: In Stays, what does the Average Nightly Rate mean?

A: This metric shows your business’s average spend per night on lodging within the filtered date range and user type at the top of the page. 

 

Q: In Stays, what does Total Stays Booked show?

A: Total Stays Booked reflects the number of individual hotel rooms booked within the filtered date range and user type at the top of the page. 

 

Q: What does Top Locations Visited show?

A: This report shows the cities your workforce frequented most within the filtered date range and user type at the top of the page. 

 

Q: What does Most Active Bookers show?

A: These Travelers booked the most stays, flights, or cars with Engine within the filtered date range and user type at the top of the page.