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Five9 Travel and Expense Policy

Five9 recognizes that travel can be an essential element for employees to complete job responsibilities and is committed to providing employees with safe travel at minimal personal inconvenience. Five9 is equally committed to ensuring that all business travel is conducted responsibly, ethically, and economically. The policies, procedures, and responsibilities outlined in the following pages are designed to provide an efficient and cost-effective process to attain these goals.

Five9 Travel to Customer Locations

Customers requiring Five9 Professional Services to travel to their location during an implementation engagement will purchase a “PS On-site Surcharge” package to secure these onsite services. Customer will be invoiced on a pre-travel and post-travel basis as follows:


  • A one-time fee of $4000 per trip is necessary to secure the ordered Professional Services resources for onsite travel.”


  • "PS Travel Time" is invoiced based on the actual number of hours required to travel to and from Customer location.  These hours will be recorded in the Five9 time entry application by the Five9 resource traveling to the Customer location.
  • "PS Onsite Travel & Living Expense" is invoiced upon completion of travel to Customer location.  The Five9 resource will submit a Travel and Expense report, to include all trip receipts, which will serve as the documentation for the Five9 travel invoice submitted to Customer for payment.

Five9 Travel Statement

The well-being of our employees, partners, customers, and families is paramount.

  • Five9 employees are responsible for complying with any applicable federal, state, and local public health requirements before their departure, during their visit, and upon their return.
  • Five9 employees will ask for a copy of Customer’s work-related destination COVID-19 safety policies, and review prior to their departure.
  • Five9 cannot control all the known or unknown risks of business travel, and we empower our employees to make the decision that is right for them and those around them. It is their decision regarding whether to proceed with business travel, it is entirely voluntary.

Five9 Travel and Expense Policy

1.0 General:

This policy has been developed to outline the travel policies, payment methods, reimbursement procedures, and responsibilities for all Five9 employees, consultants, contractors, and partners (“Travelers”) traveling on Five9 business and/or incurring other expenses, which require reimbursement. Travelers must be able to substantiate all expenses claimed for reimbursement. Adherence to the Five9 Travel and Expense Policy is required.

1.1 Scope and Responsibility

Travelers are responsible for:

  • Complying with the Five9 travel policies and procedures.
  • Utilizing the approved corporate travel application to facilitate the purchase of airline tickets, booking of hotel rooms and car rentals.
  • Selecting the most cost-efficient option when incurring expense.
  • Ensuring submission of accurate and timely expense reports.
  • Identifying and paying for personal expenses.
  • Submitting expense reports on a timely basis to ensure compliance with “all reimbursable expenses are submitted within 30 days of receipt”.


2.0 Air Travel

2.1 Airline Class of Service

  • All airline tickets will be issued in Coach/Economy Class only.
  • Travelers are required to purchase the lowest fare available that does not put an unreasonable burden on the traveler.
  • Upgrades between ticketed classes of service (i.e.: Coach to Business) are not reimbursable. Travelers may upgrade at their own expense.
  • Travelers may retain frequent flyer program benefits for personal use.
  • The traveler is responsible for the record keeping, redemption and income tax implications of program rewards; Five9 will not intervene to resolve any frequent flyer program concerns, issues, etc.
  • Any membership costs associated with a Frequent Flyer program are not reimbursable.

2.2 Miscellaneous Airline Fees

  • Preferred Seating charges within your ticketed class of service (i.e., extra cabin space, aisle, window, emergency exit, etc.) are reimbursable.
  • Early check-in fees are reimbursable.
  • Baggage fees are reimbursable up to $50 /bag, maximum 2 bags per traveler.
  • Wi-Fi subscriptions during air travel are reimbursable.
  • Travel insurance is not reimbursable.

2.3 In-Flight Meals/Entertainment

  • Meal expenses are reimbursable if purchased as part of the daily meal spending guidelines (see 6.2).
  • In-Flight entertainment expenses are not reimbursable.
  • Charges for alcohol (i.e., wine, beer, hard liquor) are reimbursable, within the daily meal spending guidelines (see 6.2).

2.4 Airport Parking

The maximum allowable reimbursement is $36/day for long-term parking. Travelers are encouraged to use the most economical lot available for parking needs.


3.0 Lodging

3.1 . Hotel Selection and Spending Guidelines

  • Travelers will be reimbursed for room costs (includes taxes and resort fees) up to a maximum of $300/night.
  • Travelers are required to verify the hotel room rate at check-in to avoid being overcharged. Travelers are encouraged to ask about the availability of special promotional rates at time of check-in; these rates are market-driven.
  • It is the traveler’s responsibility to review and dispute any discrepancies on the hotel bill.
  • Consolidated hotel bills that include parking/meals/internet/etc. need to be broken out accordingly on expense report.
  • Minibar, spa/fitness, movie expenses are not reimbursable.

3.2 Hotel Upgrades

Travelers are required to reserve Standard rooms only. Travelers may accept room upgrades to suites or executive floor rooms only if the upgrade is at no additional cost to the Company. Travelers may upgrade at their own expense.

3.3 Hotel Cancellation Procedures

  • Contact the hotel directly to cancel reservation.
  • Any cancellation fees to be reimbursed are subject to manager approval.


4.0 Car Rental

4.1 Rental Car Reservations

Travelers should use standard rental service companies when available (Hertz, Avis, National, Enterprise, etc.). Services like Turo (renting cars from private individuals) should be avoided unless there is no other option. Travelers should rent a vehicle at their destination when:

  • It is less expensive than other transportation modes such as online transportation services (i.e. Uber/Lyft), taxis, limousines and shuttles.
  • Entertaining customers.
  • More than two (2) persons are traveling together.

4.2 Rental Car Size Guidelines

  • Mid-size car (Compact or Intermediate) is the standard for all travelers.
  • A Full-size car is permitted when three (3) or more travelers are riding together.
  • Premium car rental services are not reimbursable.

4.3 Rental Car Insurance

  • US Travel for Standard Rental Companies: The traveler should decline all optional insurance premiums, including Collision Damage Waiver/Loss Damage Waiver. Five9 Corporate Insurance covers all losses/damages when on business related travel.
  • US Travel for Rental from Private Individual (Turo, etc.): The travelers SHOULD purchase the optional insurance.
  • International Travel: For any international car rentals, the traveler should purchase the rental insurance offered by the car rental agency to ensure Five9 is compliant with local insurance requirements.

4.4 Rental Car Fuel Charge

The driver must make a good financial business decision based on the miles expected to be traveled and the cost of the Fuel Service Option (FSO) vs. the cost of refueling prior to returning the vehicle.

4.5 Rental Car Accidents

Should an accident occur while driving a rental car, travelers must immediately contact:

  • Local authorities, as required
  • The rental car company
  • Five9 Human Resources department

The traveler is required to obtain and keep a copy of the accident report. The insurance company and car rental agency require a written accident report and police report; in addition, the insurance company requires the final rental invoice, which includes the costs related to the accident. It is the traveler’s responsibility to obtain these reports.


5.0 Other Transportation

5.1 Reimbursement for Personal Car Usage

Travelers will be reimbursed for business usage of personal cars at the IRS Standard Mileage Rate. Personal mileage reimbursement is intended to cover all costs related to operation of the vehicle.

  • Mileage reimbursement excludes normal round-trip commute to and from work. See Section 6.1 for additional guidance.
  • Under no circumstances will Five9 reimburse a Traveler for any damages resulting from an accident while using a personal vehicle for business purposes.
  • For current rates, see

To be reimbursed for use of a personal car for business, travelers must provide on the expense report:

  • Purpose of the trip
  • Date and location
  • Receipts for tolls and parking
  • Miles traveled using the Expensify Distance Tool to map out trip and provide system generated map/receipt.

5.2 Other Ground Transportation

The most economical mode of transportation must be used to and from airports, bus, and rail terminals when the Traveler is not accompanying a customer.

  • Travelers going to the same location should share ground transportation whenever possible.
  • The use of /taxis or online transportation services (Uber/Lyft) is encouraged for local travel where no other more economical means of transportation is available.
  • Travelers will be reimbursed for personal car mileage to and from the airport less their normal home-to-office commute if the use of a personal vehicle is the most economical.
  • Only the “base level” class of service for online transportation companies (Uber/Lyft) is reimbursable.


6.0 Meals and Entertainment

6.1 Personal Meal Expenses

Personal meals are defined as meal expenses incurred by the individual traveler while traveling on company business.

  • Travelers will not be reimbursed for personal meals when in their home city unless attending a conference or training at offsite facilities.
  • Personal meal expenses will be reimbursed according to actual expense. The receipt must include all items purchased as well as gratuity and tax and date incurred.

6.2 Spending Guidelines and Limits

Travelers will be reimbursed for actual documented meal expenses. These guidelines include beverages, taxes, and gratuities. Meal limits are:

  • Breakfast $15
  • Lunch $25
  • Dinner $50

6.3 Travelers Dining Together

When more than one Traveler is present at a business meal, the most senior Five9 individual is required to pay and expense the bill.

6.4 Business Meal

Business Meals are defined as meals taken with customers or suppliers during which a specific business discussion or meeting takes place.

Travelers will be reimbursed for business meal expenses according to actual and reasonable costs. Business meal expenses will be reimbursed only when the Traveler can demonstrate a clear business purpose.

The expense report must provide:

  • The specific business purpose of the meal.
  • The name(s) and title(s) of all attendees.
  • Name and location where meal/event took place.
  • The company affiliation.
  • Receipt required.