CTM Customer FAQs
How to contact CTM
What are CTM’s standard business hours?
8am to 6pm.
How do I contact CTM outside of business hours?
Our emergency after hours team can be contacted toll free on:
AU: 1800 663 622
NZ: 0800 801 818
How do I contact CTM for technical support?
Please contact your dedicated CTM Account Manager.
How do I contact CTM for invoice-related support?
Please contact CTM’s finance team on +61 7 3329 7667 or via your dedicated CTM Account Manager.
Booking Support
How do I make a travel booking?
Depending on your company’s travel policy and preferred configuration, travel bookings may be made online via your online booking tool (OBT) or CTM’s Scout chatbot (accessible within the CTM Portal). For travellers on the move, bookings can be made via the CTM Mobile app. Alternatively, bookings can be made offline via your dedicated CTM travel consultant.
How do I change a booking?
In Lightning via Manage My Bookings, or via your dedicated CTM travel consultant.
How do I cancel a booking?
You can instantly cancel a booking within the CTM Portal using CTM Scout, our AI-powered assistant. Alternatively, you can cancel a trip via your dedicated CTM travel consultant.
What is CTM Scout?
Scout is CTM’s chatbot, providing customers with a chat interaction channel to complete common travel requests, including travel bookings and cancellations. Scout provides customers with fast, personalised and policy compliant travel support via your most convenient channel: CTM Portal. Scout can make your travel bookings (flights, hotels and car rental), perform booking cancellations (flights, hotels and car rental), and assist with a range of other common travel-related enquiries.
How do I access invoices and itineraries for bookings?
Itineraries and invoices can be accessed via the Invoice app within the CTM Portal. Additionally, itineraries for both online and offline bookings can also be accessed via Traveller Trips in the CTM Portal.
You can also access your live travel itinerary via Manage My Bookings in Lightning.
How do I stay informed of itinerary changes?
You will receive notification of itinerary updates via email. Alternatively, use the CTM Mobile app to stay informed of all itinerary updates, including reschedules, gate changes and more.
CTM Portal
Accessing the CTM Portal
How do I access the CTM Portal?
The CTM Portal can be accessed at www.ctmsmart.com.au
How do I log-in to the CTM Portal?
Portal users will receive a ‘Welcome’ email to their nominated email address upon registration, which contains instructions to activate their account and create a password. A user’s Portal username is their email address.
How do I reset my Portal password / the ‘Welcome’ email link has expired / I deleted the ‘Welcome’ email, how do I sign in?
- Navigate to www.ctmsmart.com.au
- Click Sign-in
- Click Password Reset and enter your email address
This will send you a new activation email.
Please Note: Your password should be a minimum of 14 characters, including at least 1 uppercase and 1 lowercase alphabetic character, 1 numeric character, and 1 symbol (i.e., $, @ etc.)
How often do passwords need to be reset?
Password reset happens automatically every 90 days.
Does the CTM Portal time out?
Yes. The CTM Portal times out after 2 hours of inactivity.
Can I access CTM Portal outside of my work network?
Yes. If you are a user that uses a CTM Portal User ID and password, you can log in at www.ctmsmart.com.au. If you utilise SSO, you will need to be signed into your network first.
CTM Portal Tools
How do I update my frequent flyer or loyalty membership cards?
You can add or edit your loyalty programs within the CTM Portal via the Profiles tile, or offline via your dedicated CTM travel consultant.
How can I see where all my travellers are located?
You can view your travellers’ location within the CTM Portal via Traveller Tracker or via Traveller Trips dashboard.
How can I communicate with my travellers in an emergency?
You can locate and communicate with your travellers via SMS and email using the CTM Portal’s Traveller Tracker.
How can I communicate travel updates with members of my team/organisation?
You can share itinerary updates via SMS and email using the CTM Portal’s Traveller Tracker tool, upload news to your CTM Portal Newsfeed, and leverage the CTM Risk Alerts solution to send automated risk notifications to impacted travellers during their travel.
Training
How can I learn more about the CTM Portal?
A library of on-demand training videos can be accessed via the Links tab in the CTM Portal.
System Requirements
What systems requirements are needed to access CTM Portal and other travel tools?
To access and utilise CTM’s travel tools, users must use one of the following supported browsers.
Supported browsers and browser versions:
• Chrome version 40+
• Firefox version 40+
• Microsoft Edge
• Safari version 5.0+
Please note: Internet Explorer 11+ is no longer supported.
For the CTM Portal, the required internet bandwidth is 256Kbps internet connection with 200ms maximum latency to endpoint. Bandwidth outside of these recommended values may still operate but is not recommended.
(Page updated 30/03/2023)