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Cardholder “Program” Questions and Answers
Q: How will I earn
ScoreCard Reward Points?
A: Simply use your GPO Federal Credit
Union Debit Card and/or Visa Platinum Credit Card for all your purchases! You
will earn ScoreCard Reward Points for net purchases (sales minus returns).
GPO Visa Credit Card
purchases will earn you 1-Point for every $1.00 in net Visa Credit Card
Purchases.
GPO Debit Card Purchases
will earn you 1-Point for ever $3.00 in net Debit Card Purchases when you sign
your name. Pin transactions are not reward. But, please note when using your
debit card, you must choose the ‘credit’ option, as pin-based transactions are
not rewarded.
Q: How will I be
notified of the number of Reward Points that I have accumulated?
A: You may view your ScoreCard Reward
Points by following the link on our website,
www.gpoconnect.com
Q: If I don’t have
enough Reward Points for the award I want, can I buy the extra Reward Points I
need?
A: No. A sufficient number
of Reward Points must be available in your account to redeem for an award you
may select. Reward Points are not available for purchase.
Q: When can I order
awards?
A: You may order awards
anytime during the program as long as your account is in good standing (not
delinquent, canceled or closed) and you have enough Reward Points to redeem for
the requested award.
Q: How do I order
awards?
A: You can order your awards online by
following the link at www.gpoconnect.com. For merchandise awards you can also
print an order form from the website or use the form from your award catalog.
Simply complete the form including all information requested and mail to the
address printed on the form.
Hotel and car rental
certificates may be redeemed by completing the order form found online or in
your catalogs. Please allow 4-6 weeks for delivery of car rental/hotel
certificates. Certificates can be express mailed for a fee.
Travel awards, airline
tickets, vacation packages, and cruises may be ordered by calling 1-800-842-3006
and speaking with a ScoreCard Travel counselor. You may also use the ScoreCard
online travel-booking site to redeem for select Universal Ticket awards. In
addition, you may purchase airline tickets and purchase car/hotel reservations
online. If you prefer, ScoreCard Travel counselors can assist with booking both
purchased as well as redeemed travel items.
Cardholder
Merchandise-Related Questions
Q: If I order more than
one item, will they ship together?
A: We cannot guarantee that items will ship
together. You may receive several shipments to complete your order.
Q: What if the item I order is not
available?
A: Sometimes ordered items are on
backorder with the manufacturer. If the backorder is no more than a couple of
weeks then we will notify you of your backorder status and then ship the item
once it is available. If the backorder status is going to be more than a few
weeks then we may ship you an alternate item of equal or greater value or,
contact you to select an alternate award.
Q: For merchandise redemptions, how long after I place my order should I
expect to receive the ordered items?
A: Generally, awards will be shipped
from the Award Headquarters via a parcel delivery service or by the U.S. Postal
Service and should arrive no more than 4-6 weeks after your order is received.
Some items may be shipped directly from the manufacturer. You will be notified
if there is a delay in filling your order. If the item is no longer available, a
substitute of equal or greater value will be shipped. Occasionally, a similar
substitute may not be available. In that instance, you will be contacted and
assisted with making another award selection or your may elect to have Reward
Points added back to your account.
Q: What happens if my merchandise awards arrive damaged?
A: Please check your packages closely
for any apparent damage before signing to accept any packages. If there is
damage, please write a note on the delivery receipt before signing to accept the
package. If after you open the package you find the award is damaged, please
follow the directions on your packing slip included with your shipment and
notify ScoreCard Award Headquarters. You will be given instructions and a return
authorization number to return the award for replacement.
Q: Where can I get a complete list of available merchandise awards?
A: Simply follow the link at
www.gpoconnect.com.
Cardholder
Travel-Related Questions
Q: How do I know how
many points I have?
A: Reward Point balances are always
available online by following the link at
www.gpoconnect.com, or you may call customer service at 1-800-854-0790 to
verify your balance.
Q: Can I purchase a ticket for a companion?
A: Yes you may. One out of two
cardholders purchases an extra ticket when they redeem a ticket. You’ll be
rewarded with double points on all companion ticket purchases made using your
ScoreCard.
Q: Is the Federally imposed Security fee included with my airline Ticket?
A: No, like other airline frequent flyer
ticket awards, you are responsible for that fee, unless redeeming for the
Universal All Inclusive Ticket. The fee will be collected at the time of
booking. The fee is $2.50 per segment flown not to exceed $5.00 per one-way or
$10.00 per round trip.
Q: How many airline award options do I have?
A: There are several options to
accommodate most travelers’ needs. Follow the link at
www.gpoconnect.com and log in to
view full award descriptions.
Q: Are there black out
periods for travel?
A: No, however, unless otherwise
specified, seats are based on advance category award space availability. We
recommend you plan in advance for best availability.
Q: Will every ScoreCard participant that calls to book a Universal ticket
within the 48 contiguous states always be able to get a ticket?
A: Airlines are experiencing record high
fuel and operating costs. To compensate, many airlines have reduced the number
of available seats on domestic flights by shrinking their fleets and, in some
cases, using smaller aircraft. While this means less fuel burned and reduced
operating expense, it also means that all flights may be completely full. With
many flights near full capacity you will see fewer open seats when you travel.
This means no matter how you reserve your travel booking there are fewer
available flights making advance booking essential for air travel. This applies
to ScoreCard travel redemption as well as any personal or business air travel.
ScoreCard travel
redemption is subject to the same ticket availability that impacts any direct
consumer purchases. In a few cases, it has been difficult to fulfill certain
travel accommodation requests.
ScoreCard is aware of this
situation and is working hard to find travel routes/accommodations that will
best meet everyone’s needs. On a few occasions your choices will not be
available. Please be patient and plan your travel requests with as much advance
notice as possible to maximize your travel options.
Q: If there are no available seats for my desired travel dates, what are my
options?
A: If the advance fare category award
space is not available, you may select the Everyday Award. This type of ticket
will cost you 10,000 points more than the Universal Ticket. The Everyday fare
guarantees the next available seat. The alternative to using 10,000 more points
would be the Full Option Ticket. With the Full Option ticket, you can book with
no set advance term requirements, fly in any class of service on any airline and
are not required to have a Saturday night stay. For the same number of points as
the Universal ticket you earn $325 toward the cost of any ticket. You pay a $25
fee plus any difference between $325 and the cost of the ticket. For
international travel there is an international Full Option ticket. You pay a $25
fee plus any difference between $825 and the cost of the ticket.
Q: What is an “advanced category award space” ticket?
A: Airlines use various pricing models
based on when and how a ticket is purchased. For example last minute fares,
Internet fares, and 14-day fares are just a few fare categories used by the
airlines. Based on program guidelines, ScoreCard utilizes space in both the 21
and 30-day advance fare categories for most awards. If a 21 or 30-day advance
fare seat is required for an award, a seat must be available in these categories
in order to qualify for the award.
Q: The rules say I must fly on single airlines. Does that mean I cannot
transfer?
A: Most of the smaller commuter airlines
have an agreement with a regional airline or a national carrier to “code share”.
That means that Sky west 101 is also listed as Aero Mexico 204 or United 111.
You could have purchased your ticket from any of the three airlines but it’s not
transferable to another airline. You can fly anywhere a single code share
partner flies but cannot transfer to another airline. So if the commuter flight
you fly on is a code share ticket with United then you can fly wherever United
flies but not to a city not served by United
Q: What’s the purpose of the point saver ticket and how does it work?
A: The Point Saver Ticket
requires only 60% of the Universal Ticket points and with $200 charged to your
card you can get the same ticket as would be purchased for a full priced
Universal 48 contiguous state ticket.
Q: How do I make an airline reservation?
A: Select airline
reservations may be redeemed online, by following the link at www.gpoconnect.com.
All travel awards may be redeemed by calling the ScoreCard Travel toll free
phone number, 1- 800-842-3006. A voice message will ask for your card number,
authenticate your access to the program and route you to a travel counselor.
After additional authentication, the travel counselor will certify that you have
enough points for the award you seek and will assist you in making your
reservation. Travel counselors can also book reservations for your companions,
which can be paid for with your ScoreCard. You can also book cruises on this
number as well as vacation packages, rental cars and hotels. Any purchase
amounts or reservations made with your ScoreCard credit or debit card account
earns points.
Q: Why does the ticket cost less on the airline web site than what ScoreCard
is charging for a full option ticket?
A: The airlines hold
discount fares exclusively for Internet purchase. These are not available for
travel agents to sell because they are not published fares in the travel
reservation systems.
Q: What is a Full-Option ticket?
A: A Full-Option ticket
provides you with the alternate choice to have a credit applied toward the
purchase of an airline ticket to any destination, class of service and most
major airlines with no restrictions. An international Full Option ticket is for
international travel originating from the US. Both the Full Option ticket and
International Full-Option ticket require an additional $25 service fee and any
additional monies owed, up to the full value of the ticket selected.
Q: Can I change or return my airline ticket if my plans change after the
ticket is issued?
A: You may not return a
ticket to ScoreCard Award Headquarters but you may contact an airline directly
for changes. Any change is subject to the rules and regulations of the
particular airline and is subject to change fees and penalties they may impose,
if any.
Q: Can I purchase airline tickets or other travel items from ScoreCard travel
services or do I have to only use Reward Points?
A: ScoreCard travel
services can assist in booking purchased travel. You can make travel
arrangements for Cruises, Airfare, Vacation Packages and Hotel and Car
reservations. The travel services department is a full service travel agency so
they can accommodate all of your travel needs.
Q: Can I book my travel online?
A: Yes! You can book
select Universal tickets awards online by following the link at
www.gpoconnect.com. In addition, you can purchase airline tickets and car and
hotel reservations!
Q: What is the order process for a Hotel or Car Travel certificate?
A: Prior to redeeming, we encourage you
to contact the hotel or car rental location you plan to visit for purposes of
confirming they will accept the award. Once confirmed, complete the award order
form located in the brochure or online at www.scorecardrewards.com. Mail the
award form to the address listed on the form. Awards are usually shipped within
4-6 weeks of processing your order. Upon receipt of your certificate, make your
advance reservation by calling the number listed on the certificate and inform
the reservation agent of award certificate. ADVANCE RESERVATIONS ARE REQUIRED IN
ORDER TO USE YOUR CERTIFICATE. At time of check in, present your award
certificate with your method of payment for any additional fees.
Q: What are some travel tips to make sure I have the best possible travel
experience?
A: Today’s travel industry can be hectic
and overwhelming. In an effort to minimize travel related issues, utilize some
of these suggestions:
• Book as far in advance as possible and if you can, be flexible with your
dates.
• Whether purchasing or redeeming airline tickets, continue to check with
ScoreCard travel services for your desired travel dates. Airlines open seat
availability throughout the day.
• Have several ticket options available – your primary choice is the Universal
Ticket. If this is not available there are other ticket options to choose from.
• When possible, travel during “off-peak” times – seasonal as well as day of the
week.
• Check in early utilizing “online check-in” when possible
• Arrive early to the airport
• Understand the airline’s cancellation policy in the event you should have to
cancel a trip. ScoreCard offers non-refundable tickets. Any canceled trips are
subject to the individual airline’s cancellation policy.
• Visit the Transportation Security Administration (www.tsa.gov) website for
up-to-date travel information and restrictions.
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