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CWT To Go support

Help with your CWT mobile app

Following are answers to some frequently asked questions that might help you as you navigate through CWT To Go. Please select a category:

Q. Is CWT To Go available on my device? 

A. CWT To Go is available in English on these device platforms:

  • Android.
    • All smartphone devices with OS 2.2 (Froyo) or above.
    • Tablets are not supported.
  • BlackBerry.
    • All devices with OS 5.0 or above.
    • Excludes BlackBerry Style 9670, BlackBerry Pearl 9100/9105 and all devices running on the BlackBerry 10 platform, including BlackBerry Z10 and BlackBerry Q10.
  • iPhone, iPod Touch and iPad.
    • All devices with iOS 5.0 or above.
  • Windows Phone.

Q. How do I get the app? 

A. Click on one of the following links to go directly to that app store: 
Android | BlackBerry | iPhone/iPad | Windows Phone
You must have data enabled on your smart device and a valid account with your respective app store to download the app. 

Q. Is CWT To Go available in my preferred language? 

A. CWT To Go is available in English, French, German, Italian and Spanish for Android smartphones, iPhone, iPod Touch, and iPad. The app is offered in English only for BlackBerry smartphones and Windows Phone. 

Q. How do I get CWT To Go in my preferred language? 

A. There is a single CWT To Go app per platform (iOS and Android). Users are not required to download separate applications for each language; however, you must make sure you are using version 5.1. 

Once you have installed CWT To Go version 5.1, the app will use the language configured for your device to determine the display language. If the app is not available in the same language as your device's configuration, it will display in English. 

Q. How do I check in for my flight and get my paperless boarding pass?

A. Based on your itinerary information, CWT To Go determines whether online check-in and paperless boarding passes are available. When you click to check in, the app connects you to your airline's mobile website to complete your check-in. Paperless boarding passes are available only for certain airlines and airports. For more information about paperless boarding pass programs, check with your country's governing agency—for example,TSA's website in the U.S. 

The mobile check-in feature is available on Android, iPhone and Windows Phone smartphones and on iPad tablets.

Q. Who provides the local search service? Are there any device or country limitations?

A. The local search service is based on Yelp and is available for BlackBerry, iPhone and iPad. The countries covered are: Australia, Austria, Belgium, Canada, France, Germany, Ireland, Italy, the Netherlands, Spain, Sweden, Switzerland, the U.K. and U.S. 

Q. Who supplies the information for the travel alerts?

A. FlightStats, a leading provider of day-of-travel data services to the travel industry and traveling public, supplies all flight-data information for the travel alerts that are pushed to your smart device. CWT encourages travelers to continue to check with their airline carrier for updated information. 

Q. Flight notifications are enabled. Why am I not receiving alerts?

A. If flight data is missing or late, it is probably due to one of the following reasons: 

  • Airlines occasionally provide data on their respective websites but not to the flight-tracking industry.
  • Some airlines do not provide actual gate departure or arrival times.
  • Some airlines share no data.
  • Budget and charter airlines tend not to share data or only share limited data, so the flight may not be listed until near the departure time.
  • Some airlines—particularly carriers outside the U.S.—do not share any gate data with the flight-tracking industry.
  • Gates and terminals often are not provided until approximately 60 minutes prior to departure.
  • If you encounter longer delays or inaccurate information, please email us and include the following:
    • Airline, flight number and departure date.
    • The information that you expected to see.
    • The information that the app displayed.

 

Q. How do I access the CWT To Go app? 

A. After downloading the CWT To Go app from your device's corresponding app store, use your CWT account information to log in. 

Q. What is a CWT account?

A. For those users who already access CWT Portal with an email address as their user ID and a password, their CWT Portal credentials are also their CWT account credentials. With a CWT account, users now use the same login details to access CWT To Go and CWT Portal, making it easier to manage their travel. 

Q. What if I don't have a CWT account?

A. If you do not have CWT account credentials established, you will follow a simple self-registration process within the app to establish your CWT account. Simply enter your work email address, and the new app will walk you through the steps. 

Q. I used CWT To Go prior to May 6, 2013. Can I use the same login/password?

A. To protect your security, passwords were not transferred to the new CWT To Go app that was originally launched on May 6, 2013. You will need to sign in with your CWT account credentials or follow a simple self-registration process to establish your CWT account. 

 

Q. How long will it take for a newly booked CWT reservation to populate in CWT To Go?

A. Your trip information may take up to 30 minutes to sync to the app. 

Q. My trips are not appearing within CWT To Go. How do I get them to display?

A. On Android or iPhone devices, initiate a manual sync on your device by tapping the sync button at the top right in the "My Trips" menu of the application. (The sync button is represented by two arrows in a circle on Android devices and one circular arrow on iPhone.) On iPad, drag down the "My Trips" menu to sync. On BlackBerry, press the device's menu button and select "Synchronize Trips." 

Q. I booked a trip through my company's online booking tool or CWT travel counselor. Will my reservation sync with CWT To Go?

A. Yes, your trip details (air, hotel, rental car, etc.) will automatically sync withCWT To Go and be able to be viewed and managed as one master trip, whether you book online using your online booking tool or offline through your CWT travel counselor. 

Q. Are rail trips available in the app?

A. Yes, rail trips are available in the app. Depending on the way the rail booking is processed, it may or may not sync automatically. If your rail trip did not sync automatically with the CWT To Go app, email your confirmation to plans@cwttogo.com to have it added. You may also add the details manually on Android, BlackBerry and iOS devices.

Q. How do I add my non-CWT booked reservations/itineraries to my CWT To Go app? 

A. On all devices, you can forward your non-CWT itinerary from the same email address that you use to access CWT To Go to plans@cwttogo.com. If you email your information, make sure to forward it from the same email address that you use to access CWT To Go. Your trip reservation(s) will be automatically loaded into your app, and you will receive an email confirmation upon successful upload of the information. Android, BlackBerry and iPhone/iPad users also have the option of adding trip details to the app manually.

Q. How do I know if my non-CWT booked itinerary can be accepted by email? 

A. Go to http://www.worldmate.com/supported_providers.php for a list of the more than 200 supported suppliers. 

Q. I sent my non-CWT booked itinerary to plans@cwttogo.com, but it does not appear in my CWT To Go app. Why? 

A. You must send your itinerary confirmation from the same email address you use to access CWT To Go. In addition, the travel confirmation must be from a supported travel provider

Q. My travel provider is supported, but the confirmation email is being rejected. Why?

A. Please make sure:

  • You forward the confirmation email as is. Do not alter it in any way.
  • The subject and content of the email are in its original format.
  • If your email program automatically adds the "FW" prefix in the subject line, it is okay.
  • If the mailing program allows it, forward the email in HTML format, rather than plain text.
  • Make sure the text of the original email is in the body of the forwarded email and is not sent as an attachment.


Q. In my list of upcoming trips, why does the trip name differ from my destination city?

A. The "Trip to" name comes from the city where the traveler stays the longest, which typically corresponds to the address of the traveler's hotel. That said, Android, BlackBerry, iPhone and iPad users easily can change the "Trip to" name using the app's edit trip feature.

Q. Why is my completed trip still showing in the upcoming trips section of the app?

A. A trip moves to the past trips section approximately one full day after the last day of the trip. For example, if your trip ended on June 20, it will move to past trips on June 22. 

Q. What is the current iPhone/iPad/iPod Touch version of CWT To Go?

A. Version 5.1.2. 

Q. How do I turn on the calendar sync feature of CWT To Go

A. Within the CWT To Go app, please do the following:

  • Go to Tools > Settings.
  • Scroll down and tap "calendar sync."
  • Turn on "sync trips to calendar."
  • Select a calendar to sync the trips to from the list displayed.


Q. Why did I receive a message requesting permission for CWT To Go to access my calendar?

A. Apple introduced a new feature in iOS version 6 to provide users control over apps accessing private information, such as calendars. After enabling calendar sync for the first time, you will receive a pop-up message to grant the CWT To Go app permission to access your calendar. You can change your permission setting on the device by going to Settings > Privacy > Calendars. 

Q. Calendar sync is on. Why didn't my CWT To Go trip details immediately populate in my calendar?

A. When a trip is added to CWT To Go, there may be a delay seeing the details in your calendar. This is due to the sync settings on your device, which differ for each device type and user. 

Q. How do I change the temperature display between Celsius and Fahrenheit? 

A. Within the CWT To Go app, please do the following:

  • Go to: Tools > Settings.
  • Scroll down and click on Celsius or Fahrenheit.


Q. Why didn't I receive my flight notification?

A. Flight update notifications start 48 hours before the flight's departure time. Please ensure notifications are turned on within the app: 

  • Go to Settings > Notifications > locate CWT To Go and tap on it.
  • Enable and set all of the following to on:
    • Notifications center.
    • Alert style (select banners or alerts).
    • Badge app icon.
    • Sounds.
    • View in lock screen.


Q. Why doesn't CWT To Go recognize my current location?

A. On iOS devices (iPhone/iPad), there are three requirements for CWT To Goto be able to identify your current location:

  • The location service on your device has to be on.
    • Home screen > Settings > Location Services > (Location Services).
  • The CWT To Goapp on your device has to be allowed access to the location service.
    • Home Screen > Settings > Location Services > (CWT To Go).
  • Your device must be connected to the Internet.
    • Home Screen > Settings > General > Network > (Enable either Wi-Fi or cellular data).

 

Q. What is the current Android version of CWT To Go?

A. Version 5.1.1. 

Q. How do I turn on the calendar sync feature of CWT To Go

A. Within the CWT To Go app, please do the following:

  • Push the menu button on your phone, and select "settings." (Or, go to the "General" screen and tap "settings.")
  • Tap "calendar sync."
  • Tap the box next to "sync trips to calendar" to check it.
  • Select a calendar to sync the trips to from the list displayed.


Q. Calendar sync is on. Why didn't my CWT To Go trip details immediately populate in my calendar?

A. When a trip is added to CWT To Go, there may be a delay seeing the details in your calendar. This is due to the sync settings on your device, which differ for each device type and user. 

Q. How do I change the temperature display between Celsius and Fahrenheit? 

A. Within the CWT To Go app, please do the following:

  • Push the menu button on your phone, and select "settings." (Or, go to the "General" screen and tap "settings.")
  • Click on "temperature format" and choose Celsius or Fahrenheit.


Q. How do I activate/deactivate voice notifications on my Android device?

A. To activate or deactivate the weather narration, go to the "General" screen of the CWT To Go app (flick from right to left). Tap "travel notifications" and verify the following settings:
Under the evening notification heading:

  • Tap on "notification display."
    • Choose "every day" or "only while traveling" to enable voice notifications.
    • Choose "never" to disable voice notifications.
  • Tap on "weather narration."
    • Choose "on" to enable.
    • Choose "off" to disable.
  • Under the morning notification heading:
    • Tap on "notification display."
    • Choose "every day" or "only while traveling" to enable voice notifications.
    • Choose "never" to disable voice notifications.


Q. How do I add the CWT To Go widget to my Android device?

A. First, ensure that the CWT To Go app is installed to your phone's internal memory and not to your micro SD card. To add the widget, press and hold an empty space on one of your Android home screens and select "widgets." Choose CWT To Go from the list of widgets. Alternatively, you can press the menu button on your phone (far left), click on "add" and select "widgets" from the menu. Choose CWT To Go from the list of widgets to add it to your home screen. 

Q. Why doesn't the CWT To Go widget appear in the list of widgets?

A. CWT To Go will not appear in the widgets list if the app is not installed to your phone's internal memory (i.e., it is installed on an external memory/micro SD card). To install the app on the device, go to Settings > Applications > Manage applications > (Select) CWT To Go > (Click) Move to phone. Power cycle your device to apply the changes. You will see the widget in the widgets list and can add it to your Android's home screen. 

Q. Why didn't I receive my flight notification?

A. Flight update notifications start 48 hours before the flight's departure time. Please ensure notifications are turned on within the app: 

  • To enable flight notifications, tap "Travel Notifications" from the "General" screen of the CWT To Go app. (Flick/swipe right to left to move one screen to the right.)
  • Verify the following settings under the "Flight Notification" heading:
    • Notification display: Enabled.
    • Time before flight: Choose number of hours before flight.
    • Notification sound: On.
  • To receive an audio alert:
    • Verify that the box next to "Audio flight alert" is checked.
    • If the box is empty, tap on it one time to check the box.

 

Q. What is the current BlackBerry version of CWT To Go?

A. Version 5.0.2. 

Q. How do I turn on the calendar sync feature of CWT To Go?

A. Within the CWT To Go app, please do the following:

  • Go to Menu > Settings > Calendar sync settings.
  • Select "open."
  • Change "sync your calendar with CWT To Go" to "yes."
  • Select "yes" for each travel type you would like to sync.


Q. Calendar sync is on. Why didn't my CWT To Go trip details immediately populate in my calendar?

A. When a trip is added to CWT To Go, there may be a delay seeing the details in your calendar. This is due to the sync settings on your device, which differ for each device type and user. 

Q. How do I change the temperature display between Celsius and Fahrenheit? 

A. Within the CWT To Go app, please do the following:

  • Go to: Menu > Settings.
  • Choose the appropriate temperature format from the drop-down menu.


Q. What is the TripCatch feature? 

A. TripCatch automatically identifies non-CWT travel confirmation emails and synchronizes them with CWT To Go without needing to manually forward the confirmations. Simply put, TripCatch knows a certain email is a travel confirmation email and automatically takes care of it for you. With TripCatch, you decide the level of automation you want. You can choose to have TripCatch alert you whenever a travel confirmation email is detected—at which point, you can decide if you want to integrate that booking into your itinerary or not. Or, you can have a fully automated process by allowing TripCatch to integrate all the travel bookings it detects. 

Q. How do I reset the application permission settings?

A. Depending on which BlackBerry smartphone you have, follow one of these three paths:
Menu > Options > Advanced Options > Applications.
Menu > Options > Device > Application Management.
Menu > Options > Applications.

  • Scroll down the list of applications until you find CWT To Go.
  • Highlight CWT To Go and press the menu button on your device.
  • Select "edit permissions" from the menu.
    • Make sure that all three options on top (connections, interactions and user data) are set to "allow" or "custom."
    • Press the menu button and select "save."
  • Launch CWT To Go and access the "connection setup" screen:
    • Menu > Settings > Connection.
  • Select "automatically configure connection," and the application will detect your connection.
    • Please follow the recommended options.
    • If the automatic detection fails, please choose "manual configuration," and select your carrier from the list.
    • If your carrier is not in the list, you will need to add a new operator manually. Please contact your carrier, and request the following settings details: APN address, port number and IP address.


Q. Why didn't I receive my flight notification?

A. Flight update notifications start 48 hours before the flight's departure time. Please ensure notifications are turned on within the app: 

  • Go to Menu > Settings.
    • Select flight reminder time.
    • Turn trip reminder to on.
    • Turn notification to on.

 

Travel profile integration

View and, where available, update key travel profile information, including your loyalty program numbers. 
Watch how-to video


Hotel booking

Search, view and book your company's negotiated rates at preferred hotels—fast. 
Watch how-to video


Calendar sync

Know where you need to be and when. Your calendar updates automatically with your trip information. 
Watch how-to video


Check in on more than 250 airlines worldwide

Checking in for your flight has never been so convenient. 
Watch how-to video


Advanced share functionality

Share delayed flight information and all or part of your trip itinerary with your family, friends or co-workers. 
Watch how-to video


Capture all your trip details

CWT-booked reservations automatically sync. Add train and non-CWT itineraries to keep all your business and personal trips in one place. Designate in the app whether a reservation or an entire trip is leisure to exclude it from company reporting. 
Watch how-to video

 

Travel arranger trip monitor

Travel arrangers and executive assistants, get a consolidated view of your travelers’ trips and flight changes so you can be proactive anytime, anywhere. The CWT To Go™ app gives you one place to manage up to 25 travelers’ itineraries and book their hotels - right at your fingertips, while keeping your own travel plans separate. 
Watch how-to video

Important Note: This list contains suggested answers to commonly asked questions. If these answers do not apply to your situation, or if you need further assistance, please contact your Technical Service Center or your travel team

Last updated: February 2015

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