Online booking - Frequently asked questions

When booking a place on one of our events, please ensure you have:

  Your own log in credentials – username and password.
  An email address for each delegate you wish to book. If the delegate is one of our members or registered trainers, please use the same email address that is associated with their membership or registration.
  A valid credit or debit card (we cannot accept other methods of payment).

General advice:

If your computer freezes when you have selected the type of booking, click the 'compatibility' button to the right of your address bar (1) - which looks like a torn piece of paper). If you've not got this button, select 'Tools' on and 'Compatible View' (2).

1) FAQs Events screen shot 1 

2) FAQs Events Screen shot 2 


▼ Top three asked questions 

I am a member / trainer. Why am I receiving the non-member/non-registered trainer rate?

Our booking system recognises your membership or trainer status by your email address, so please ensure you use the same email address as your membership or trainer registration. If you think you are using the correct email address, get in touch as your membership or trainer registration may have expired.

*Please note that as of 1st January 2017 event discounts will not apply to Associate Members. 

Can I pay by invoice?

Payment for our events must be by credit or debit card at the time of booking. For more information, visit our delegate fee/payment section.

How do I cancel my place and get a refund?

A full refund or transfer is available if a written cancellation or a request to transfer is received 20 working days before the start date of the event. Please email events@cieh.org or see our terms and conditions for more on cancellations and refunds.

 
▼ Individual booking for myself 

  Booking 
  Logging in 
  Event availability 
  Delegate fee / payment 
  Cancellation and refunds 
  Error message 

Booking

Q: What information do I need to make a booking?
A:
Before making a booking, ensure you have the email address of all delegates attending. To receive any membership or trainer discounts, please use the email address which is the delegate’s main contact with us. You will also need a credit or debit card.

Q: What information will I receive upon completion of my booking?
A:
As the booker, you will receive a WorldPay confirmation email and a booking confirmation with a receipt attached.

As a delegate attending an event, you will receive an event confirmation email. You will also receive joining instructions normally two to three weeks prior to the event, with full event details, map and programme.

Logging In

All users will need to log in to the updated online booking system to be able to book themselves and/or others onto our events.

Q: What is a registered user name?
A:
A registered user name refers to the email address which is your main contact for us. If you are a member, a trainer or have attended an event within the last two years, you will have a username.

Q: I have forgotten my password, what do I do?
A:
Click 'Forgotten Password' link, directly underneath the password field on the log in page. You will be asked to enter your email address and then a password reminder will be emailed back to you. This usually takes approximately five minutes.

Q: I do not have a registered user name?
A:
If this is your first time experience with us, please complete the fields on the right hand-side of the log in screen entitled ‘not registered’ once completed you will receive a password via email. You will then be directed back to the log-in screen where you can enter your details as a ‘registered user.’

Event availability

Q: How do I know if places are still available?
A:
Once you have logged in you will be shown the number of remaining places in red text. If an event is full, you will not be able to book onto the event.

Q: The event I wish to attend is full, what can I do?
A:
Please email events@cieh.org to register your interest and you will be placed on a waiting list. Alternatively, you could book a different event date.

Q: There are no further dates listed for the event that I'm interested in, what can I do?
A:
Please email events@cieh.org to register your interest and we will notify you of any new event dates if they are announced.

Q: I am interested in attending a particular event but I am not available on the date(s) listed, what can I do?
A:
Please email events@cieh.org to register your interest and we will notify you of any new event dates if they are announced.

Delegate fee / payment

Q: I am a member, why am I only being offered the non member rate?
A:
There are a few possible answers to this question. Contact us at events@cieh.org, providing your name and membership number along with your query. We will get back to you within two days.

Q: Is my payment secure?
A:
Yes. WorldPay is committed to protecting the security of your data. They use a variety of security technologies and procedures to help protect your personal information from unauthorised access, use or disclosure. For example, they store the personal information you provide in computer servers with limited access that are located in controlled facilities. We do not hold this data. See our terms and conditions for cancellations and refunds.

Q: I don't have access to a company credit card, how do I pay?
A:
Credit or debit card payments are the only way to make an event booking. Speak to your finance team or use a personal credit or debit card and claim back from your employer. A receipt will be provided.

Q: My credit card isn't working?
A:
Your credit card may not be working for a number of reasons. We accept Visa Credit, Visa Debit, Maestro or MasterCard. If your card has not expired and it is still not working, please contact your card provider.

Q: Will I receive a receipt?
A:
Yes, the booker will. The person who books the event will receive a receipt attached to their booking confirmation email.

Cancellation and refunds

Q: How do I cancel my attendance on an event?
A:
Cancellations must be made in writing to events@cieh.org, with your name, event name and date. If the event was not booked by the person cancelling, we shall contact the card holder to confirm. See our terms and conditions for cancellations and refunds.

Q: Do I get a full refund if I cancel my event attendance?
A:
A full refund will be provided or you can transfer to another date only if a written cancellation or a request to transfer is received 20 working days prior to the start date of the event. See our terms and conditions for cancellations and refunds.

Q: Can a colleague attend in my place?
A:
Yes. To confirm a name change email events@cieh.org with your name and event title with event date and the name and email address of the new delegate you wish to take your place. However, the replacement must have the same status as the person whose place they are taking, e.g. if the replacing delegate is a non member / non registered trainer, they cannot replace a member/registered trainer without paying the rate differential.

Q: Is there an administration fee for a name change?
A:
No, unless they have a different status.

Q: What happens if you cancel an event which I have paid for?
A:
If we cancel an event you have the choice of a full refund or to transfer to another event date. Any refund will be made to the original credit or debit card from which payment was taken.

Error message

Q: An error page appeared whilst I was booking a place on an event. What should I do?
A:
Please email events@cieh.org and we will help as soon as possible. If possible, please send a screen shot of any error message.

 
▼ Group booking, including myself 

  Booking 
  Logging in 
  Event availability 
  Delegate fee / payment 
  Cancellation and refunds 
  Error message 

Booking

Q: Can I make multiple bookings?
A:
Yes, our booking system allows you to book as many places as you wish provided they are available. Simply log in and select the booking you wish to make and the number of places you wish to book. You then have three minutes to complete your booking.

Q: I want to book a place for myself and someone else?
A:
You will need to log in with your own details. Once logged in, select booking for ‘myself and others’, and enter the number of places you wish to book. You will then be viewed by the booking system as a booker and a delegate. Please ensure you have all the delegates email addresses.

Q: What if a delegate is not registered with us?
A:
Log in to our booking system. When adding a delegate we don't know, you will need the following information about them:

  Full name
  Job title
  Email address
  Dietary requirements

Q: What information do I need to make a booking?
A: 
Before making a booking, you will need the email address of all delegates attending. To receive any member or trainer discounts, you will need to use the delegate email address of our contact. You will also need a credit or debit card.

Q: What information will I receive upon completion of my booking?
A:
As the booker, you will receive a confirmation email from WorldPay and a booking confirmation for us, with a receipt attached.

As a delegate attending an event, you will receive an event confirmation email. You will also receive joining instructions normally two to three weeks before the event with full details, a map and event programme.

Logging in

All users will need to log in to our booking system to book themselves and / or others onto our events.

Q: What is a registered user name?
A:
A registered user name refers to the email address which is your main contact for us. If you are a member, a trainer or have attended an event within the last two years, you will have a user name.

Q: I have forgotten my password, what do I do?
A:
Click 'Forgotten Password' link, which is located directly underneath the password field on the log in page. You will be asked to enter your email address and then a password reminder will be emailed back to you. This takes approximately five minutes but could be longer or shorter.

Q: I do not have a registered user name?
A:
If this is your first time experience with us, please complete the fields on the right hand-side of the log in screen entitled ‘not registered’ once completed you will receive a password via email. You will then be directed back to the log-in screen where you can enter your details as a ‘registered user.’

Event availability

Q: How do I know if places are still available?
A:
Once you have logged in you will be shown the number of remaining places in red text. If an event is full, you will not be able to book onto the event.

Q: The event I wish to attend is full, what can I do?
A:
Please email events@cieh.org to register your interest and you will be placed on a waiting list. Alternatively, you could book a different event date.

Q: There are no further dates listed for the event that I'm interested in, what can I do?
A:
Please email events@cieh.org to register your interest and we will notify you of any new event dates if they are announced.

Q: I am interested in attending a particular event but I am not available on the date(s) listed, what can I do?
A:
Please email events@cieh.org to register your interest and we will notify you of any new event dates if they are announced.

Delegate fee/payment

Q: I am on of your members, why am I only being offered the non member rate?
A:
There are a few possible answers to this question. Contact us at events@cieh.org, with your name and membership number along with your query. We will be in touch within two days.

Q: Is my payment secure?
A:
Yes. Our payment parthner, WorldPay, is committed to protecting the security of your data. They use a variety of security technologies and procedures to help protect your personal information from unauthorised access, use or disclosure. For example, they store the personal information you provide in computer servers with limited access that are located in controlled facilities. We do not hold this data. Click here to see our terms and conditions for cancellations and refunds.

Q: I don't have access to a company credit card, how do I pay?
A:
We only accept credit or debit card payments for event bookings. Try speaking to your finance team or use a personal credit or debit card and claim back from your employer. A receipt will be provided.

Q: My debit / credit card isn't working?
A:
Your debit / credit card may not be working for a number of reasons. We accept Visa Credit, Visa Debit, Maestro or MasterCard. If your card has not expired, please contact your card provider.

Q: Will I receive a receipt?
A:
Yes, the booker will. The person who books the event will receive a receipt attached to their booking confirmation email.

Cancellation and refunds

Q: How do I cancel my attendance on an event?
A:
Cancellations must be made in writing to events@cieh.org, with your name, event name and date. If the event was not booked by the person cancelling, we will contact the card holder to confirm. See our terms and conditions for cancellations and refunds.

Q: Do I get a full refund if I cancel my event attendance?
A:
A full refund will be provided or you can transfer to another date only if a written cancellation or a request to transfer is received 20 working days prior to the start date of the event. See our terms and conditions for cancellations and refunds.

Q: Can a colleague attend in my place?
A:
Yes. To confirm a name change, email events@cieh.org with your name and event title with event date and the name and email address of the new delegate you wish to take your place. However, the replacement person must have the same status as the person whose place they are taking, e.g. if the replacing delegate is a non member/non registered trainer, they cannot replace a member or registered trainer without paying the rate differential.

Q: Is there an administration fee for a name change?
A:
No, unless they have a different status.

Q: What happens if you cancel an event which I have paid for?
A:
If we cancel an event you have the choice of a full refund or to transfer to another event date. Any refund will be made to the original credit or debit card from which payment was taken.

Error message

Q: An error page appeared whilst I was booking a place on an event. What should I do?
A:
Please email events@cieh.org with more details and we will help as soon as possible. If possible, please send a screenshot of the error message.

 

 
▼ Third party booking 

  Booking 
  Logging in 
  Event availability 
  Delegate fee / payment 
  Cancellation and refunds 
  Error message 

Booking

Q: I want to book a place for someone else?
A:
You will need to log in with your own details. Once logged in select booking for ‘one or more other people’, and enter the number of places you wish to book. You will then be viewed by the booking system as a booker and not a delegate. Please be sure to have all the delegates email address.

Q: Can I make multiple bookings?
A:
Yes, our updated system allows you to book as many places as you wish provided they are available. Simply log in and select the type of booking you wish to make and the number of places you wish to book, and they shall be reserved for approximately three minutes per booking.

Q: What if a delegate, I am booking, is not registered with CIEH?
A:
First of all log in to the booking system. When adding a delegate who is not known by us you, will need the following information about them:

  Full name
  Job title
  Email address
  Dietary requirements

Q: What information do I need to make a booking?
A: 
To make a booking, you will need the email address of all delegates attending. To receive any membership or trainer discounts, please be sure to use the email address which is the delegate’s main CIEH contact. You will also need a credit or debit card.

Q: What information will I receive upon completion of my booking?
A:
As the booker, you will receive a WorldPay confirmation email and a booking confirmation with a receipt attached.

As a delegate attending an event, you will receive an event confirmation email. You will also receive joining instructions normally two to three weeks prior to the event with event details, map and event programme.

Logging in

All users will need to log in to the updated online booking system to be able to book themselves and/or others onto a CIEH event.

Q: What is a CIEH registered user name?
A:
A registered user name refers to the email address which is your main contact for CIEH. If you are a member, a trainer or have attended an event within the last two years, you will have a user name.

Q: I have forgotten my password, what do I do?
A:
Click 'Forgotten Password' link, which is located directly underneath the password field on the log in page. You will be asked to enter your email address and then a password reminder will be emailed back to you. This takes approximately five minutes.

Q: I do not have a registered user name?
A:
If this is your first time experience with CIEH, please complete the fields on the right hand-side of the log in screen entitled ‘not registered’ once completed you will receive a password via email. You will then be directed back to the log-in screen where you can enter your details as a ‘CIEH registered user.’

Event availability

Q: How do I know if places are still available?
A:
Once you have logged in you will be shown the number of remaining places in red text. If an event is full, you will not be able to book onto the event.

Q: The event I wish to attend is full, what can I do?
A:
Please email events@cieh.org to register your interest and you will be placed on a waiting list. Alternatively, you could book a different event date.

Q: There are no further dates listed for the event that I'm interested in, what can I do?
A:
Please email events@cieh.org to register your interest and we will notify you of any new event dates if they are announced.

Q: I am interested in attending a particular event but I am not available on the date(s) listed, what can I do?
A:
Please email events@cieh.org to register your interest and we will notify you of any new event dates if they are announced.

Delegate fee / payment


Q: Why am I only being offered the non member rate, when the delegate is a CIEH member?
A:
There are a few possible answers to this question. Contact the events team at events@cieh.org, providing your name and membership number along with your query. We will be in touch within 48 hours.

Q: Is my payment secure?
A:
Yes. WorldPay is committed to protecting the security of your data. They use a variety of security technologies and procedures to help protect your personal information from unauthorised access, use or disclosure. For example, they store the personal information you provide in computer servers with limited access that are located in controlled facilities. CIEH does not hold this data. Please be assured that our cancellation policy remains the same. See our terms and conditions for cancellations and refunds.

Q: I don't have access to a company credit card, how do I pay?
A:
Credit or debit card payments are the only method of payment for event bookings. Speak to your finance department or use a personal credit or debit card and claim back from your employer. A receipt will be provided.

Q: My credit card isn't working?
A:
Your credit card may not be working for a number of reasons. We accept Visa Credit, Visa Debit, Maestro or MasterCard. If your card has not expired and it is still not working please contact your card provider.

Q: Will I receive a receipt?
A:
Yes, the booker will. The person who books the event will receive a receipt attached to their booking confirmation email. You will also receive a WorldPay confirmation email, once payment is taken.

Q: Why can I no longer be invoiced?
A:
We changed our processes to make it quicker and easier for you. We are constantly working to improve our online experience for our customers, which is why we took the decision to implement a secure online payment facility. This allows us to better track event availability while giving you peace of mind that your payment is completely secure. You will now be able to book on to an event right up until the day itself (subject to availability).

Cancellation and refunds

Q: How do I cancel my attendance on an event?
A:
Cancellations must be made in writing to events@cieh.org, with the delegate’s name, event name and date. If the event was not booked by the person cancelling, we shall contact the card holder to confirm. See our terms and conditions for cancellations and refunds.

Q: Do I get a full refund if I cancel my event attendance?
A:
A full refund will be provided or you can transfer to another date only if a written cancellation or a request to transfer is received 20 working days prior to the start date of the event. See our terms and conditions for cancellations and refunds.

Q: Can a colleague attend in my place?
A:
Yes. To confirm a name change email events@cieh.org with your name and event title with event date and the name and email address of the new delegate you wish to take your place. However, the replacement must have the same status as the person whose place they are taking, e.g. if the replacing delegate is a non member / non registered trainer, they cannot replace a member/registered trainer without paying the rate differential.

Q: Is there an administration fee for a name change?
A:
No, unless they have a different status.

Q: What happens if CIEH cancel an event which I have paid for?
A:
If we cancel an event you have the choice of a full refund or to transfer to another event date. Any refund will be made to the original credit or debit card from which payment was taken.

Error message

Q: An error page appeared whilst I was booking a place on an event. What should I do?
A:
Please email events@cieh.org about the error and we will help as soon as possible. If possible, please send a screen shot of any error message.

 
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