AIR TRAVEL MANAGEMENT SERVICES

1. SCOPE OF WORK

This Scope of Work (SOW) describes the requirement for:

Founded in 1956, the Danish Refugee Council (DRC) is Denmark’s largest, and a leading international NGO, supporting conflict-affected populations- refugees, internally displaced people (IDPs) and host communities in 40 countries around the world. The DRC East Africa and Great Lakes (EAGL) Regional office wishes to engage interested company/firm for Air Travel management services

The successful travel agent shall provide prompt, and accurate international and domestic travel products and services to staff of DRC, other traveller’s authorized/accredited under the DRC, in accordance with the DRC Policies, Procedures and Guidelines. The products and services required by DRC shall basically include, but not be limited to, the following:

1. Scope of work

The specific objectives are:

i. Travel information and advisory services

ii. Reservation and ticketing services

iii. Airfares and airline routing /itineraries

iv. Flight Cancellations/Rebooking and Refunds

v. Management Reporting System

vi. Transfer services

The Travel Managing Company shall carry out the activities listed here below:

1.1 Travel information and advisory services

The travel agency shall:**

1.1.1 Inform DRC upon booking confirmation, any flight/ticket restrictions, involuntary stopovers, hidden stops, and other possible inconveniences of the itinerary;

1.1.2 Provide DRC with on-line and offline relevant information on official destination (e.g. airport transfers, local points of interest, currency, restrictions/regulations, health advisories, security advisories, weather conditions, etc);

1.1.3 Provide 24 hours seven days’ availability through telephone, fax and e-mail services to facilitate communications in case of emergency inside Greece or from abroad,

1.1.4 Notify travellers of airport closures, delayed or cancelled flights, security procedures, health precautions, as well as other changes that will affect or will require preparations from the travellers, sufficiently before departure time

1.2 Reservation and ticketing services

1.2.1 As a general policy, the travel agency shall, at the request of DRC immediately make bookings of the most direct and convenient routing and the most economical fare.

1.2.2 If the required travel arrangements cannot be confirmed, the travel agency shall notify the requestor for any such problem and present alternative routings/quotations for considerations

1.2.3 the requesting party of any such problem and present alternative routings/quotations for the traveller’s consideration;

1.2.4 For wait-listed bookings, the travel agency shall provide regular feedback on status of flight and continuously endeavour to secure confirmation;

1.2.5 Prior to issuing the tickets, the travel agency shall promptly send the detailed electronic itineraries, showing the following:

1.2.6 Ticketing deadlines, to avoid cancellations of bookings,

1.2.7 Accurate status of the airline on all segments of the journey

1.2.8 The fare type,

1.2.9 For restricted air tickets, the travel agency should provide the fare restrictions (validity, booking charges, routability, re-fundability etc.)

1.2.10 Tickets should be issued immediately upon receipt of the Travel authorization/Booking/Confirmation/Ticket PO. This might also include the delivery of travel related documents during conferences to participants.

1.3 Airfares and airline routing /itineraries

The travel agency shall:

1.3.1 Propose airline routings and guarantee that it shall obtain the lowest available airfare/ticket for the journey. Such journeys shall be the most direct and economical routing,

1.3.2 Ensure that tickets issued are in accordance with entitlements as per DRC standard travel security policies, and as may be prescribed in the Travel Authorization/Ticket Purchase Order,

1.3.3 Advise DRC on market practices and trends that result in further savings for DRC, including the use of corporate travel booking tools with automated travel policy compliance and enforcement, and travel management reporting,

1.3.4 Guarantee that prices offered are the best and refund in price if proven otherwise,

1.3.5 Provide DRC with 100% of the discounts granted by airlines to travel agents,

1.3.6 Include proposals for cost savings by earlier departure from origin or later departure from destination or using alternative close airports of destination/departure airports, in case this could lead to substantial saving amounts.

1.4 Flight Cancellations/Rebooking and Refunds

The travel agency shall:

1.4.1 Process duly authorized flight changes/cancellations when and as required and tacking care that in such cases, cancellation fees and charges imposed by the airlines are avoided,

1.4.2 Immediately process airline refunds for cancelled travel requirements/unutilized pre-paid tickets and credit these to DRC as expeditiously as possible and,

1.4.3 Limit refund charges at airline rates only, i.e. no additional charges will accrue to travel agency.

1.5 Management Reporting System

The travel agency shall develop a simple data base and shall, monthly or upon request, make the following information available via e-mail to an authorized DRC user:

1.5.1 Daily/Weekly/Monthly production statistics (by individual DRC office and in a consolidated format) with comparative figures if applicable (month-to-month, year-by-year)

1.5.2 Monthly itemized passenger listing which shall, as a minimum, include the following items/elements:

i. The full name of each official traveller, carrier, fare basis, booking class, and original and destination points,

ii. Any travel authorization/ticket PO number, ticket number, trip dates as required by DRC,

iii. A full accounting statement of financial transaction and any outstanding amounts for the reporting period.

1.5.3 Quarterly Bank Statement Plan indicating what was paid by the travel agency to the airlines/service providers,

1.5.4 Changes and updates on airline rates, promotions, policy changes, etc.

1.5.5 Complaint analysis; and within a week of receiving the complaint prepare a brief written report to DRC on what corrective action that was taken.

1.5.6 When invoicing, DRC Offices shall require the travel agency to attach the agent’s e-ticket and travel authorization/ticket PO to the traveller as attachment to the statement of invoice (separate invoice per traveller and mission

2. APPLICABLE DOCUMENT

The following document shall be Applicable to the work to an extent specified herein

2.1. Certificate of Registration of the business, including Articles of Incorporation, or equivalent document if Bidder is not a corporation

2.2. Local Government permit to locate and operate in the current location of office or Quality Certificate (e.g., ISO, etc.) and/or other similar certificates, accreditations, awards and citations received by the Bidder, if any,

2.3. Latest Audited Financial Statement (Income Statement and Balance Sheet) including Auditor’s Report for the past 2 years

2.4. Statement of Satisfactory Performance from the Top 3 Clients in terms of Contract Value the past 2 years

2.5. Other documents that may be Submitted to Establish Eligibility

2.1 Company profile

2.2 Registration Certificate

2.3 Audit Certificate

2.4 VAT registration

2.5 References from three clients

2.6 Tax Compliance

In the event of conflict between the documents listed above and the content of this specification, the content of this specification shall take precedence to extent of the conflict.

3. DEFINITION, ACRONYMS AND ABBREVIATIONS.

Definition, Acronym and abbreviation shall apply throughout this SOW unless defined otherwise in here after.

SOW: Scope of Works

DRC: Danish Refugee Council

TOR: Terms of References

ISO: International Standard Organization**

VAT: Value Added Tax**

PO: Purchase Order

4. REQUIREMENTS

The awarded supply shall carry out the activities listed here below and provide the deliverables specified.

Qualifications and mandatory eligibility requirements:

The evaluation of the offers is influenced by the following qualification and mandatory requirements

The travel agent shall have in its current office all the necessary equipment and facilities, and shall employ a sufficient number of experienced and professionally trained Travel personnel to handle the minimum requirements of DRC RO business. The successful service provider who will be contracted to serve the needs of DRC shall

have the following minimum qualifications:

4.1 Accredited IATA Travel Agent duly licensed in the country location of Works

4.2 Maintains a good track record in serving International Organizations, Embassies, Missions and Medium to Large Multinational Corporations,

4.3 Employs competent and experienced travel consultants, especially in ticketing and fare computations, and with adequate knowledge to make decisions for the timely resolution of a problem;

4.4 Audited books of Accounts for the Past 2 years (2015/2016)

4.5 Currently maintains facilities of on-line booking/airline reservations, international ticketing and ticket printing facilities;

4.6 Willing and able to guarantee the delivery of products and services in accordance with performance standards required in this TOR.

4.7 Maintains facilities of the on-line booking/airline reservation systems, in-plant domestic and international ticketing and ticket printing facilities/satellite ticketing printer;

4.8 The successful travel agent shall also be required to demonstrate providing a dedicated service to the travel needs of DRC throughout the year. Regardless of any kind of leave of the travel agent’s personnel, the minimum attendance scheme should be maintained through back-up personnel properly informed about procedures and processes of the DRC.

4.9 In addition, the agent should be able to provide service in all countries and to travellers of any nationality.

4.10 All such personnel shall be required not only to have outstanding technical qualifications, but also, possess excellent client-service orientation skills.

5. DELIVERABLES DATA ITEMS

The bidder shall deliver the following data items:

The Travel Managing Company shall deliver the following data items:

5.1 Monthly billing of services

5.2 Details of each service showing separately the third parties fees and the Travel Manager

fees