Annex A Expectations of the Travel Agency 1. The Travel Agent is expected to work out the best pricing and convenient arrangement especially for trips covering several destinations. 2 When discounted or promotional airfares are offered by air carriers, the Travel Agent shall offer to the government agency such airfares highlighting any restrictions and conditions. The government agencies’ written confirmation (GeBIZ Purchase Order or other travel authorization form) must be obtained for the issuance of such tickets with the exception of officers on the Self Booking Tool. Government agencies should confirm the final prices of the air-tickets with the respective travel agent before cutting these Purchase Orders due to the volatility of the prices. Guidelines on Choice of Airlines 3 The Travel Agent shall recommend the “Lowest Logical Fare” (LLF) to the government agency. LLF is defined as the lowest available fare for the journey that offers the traveler the convenience and flexibility he / she requires to complete the business purpose effectively. 4 The final choice of carriers shall be made in accordance with the preferences of the government agencies. Travel Insurance 5 For each official travel, the Travel Agent shall recommend a travel insurance with the following benefits as a guideline : a) Personal Accident Coverage (i) Up to $500,000 for Death (ii) From $250,000 to $500,000 for Disablement b) Medical Insurance Coverage (i) Up to $300,000 for Medical and Dental Expenses c) Emergency Medical Evacuation (i) All medical emergency evacuation expenses (ii) All repatriation expenses The decision whether to buy the recommended travel insurance rest with the government agencies. Billings and Payment Arrangements 6. The Contractor shall bill individual Customers. The credit period can be shortened to 14 days from 30 days (as stipulated in the standard tender terms and conditions). Government agencies would try to pay within the 14 days upon receipt of the Contractor’s invoice. 7. The cost of officer’s personal trips enroute are to be settled separately between the Travel Agent and the officer, and shall not be reflected in the official invoice to the Customer. To ensure that the trips are official and not personal, the Travel Agent is advised to obtain a copy of the GeBIZ Purchase Order (especially for purchases above $3,000) or other travel authorization form from the Customer. The POs and tickets can be issued / cut simultaneously.
Optional Services In-house service / Travel Implant 8. The Travel Agent shall provide in-house services where the Travel Agent’s staff shall be stationed at the government agency’s premises to service the Customer’s requirements, if the government agency chooses not to use off-site services. The implant should have at least 5 years of relevant experience. 9. The operational hours for the travel implant will generally be the government agency’s normal working hours (As a guide, Mon to Fri : 8.30 to 6 pm) 10. The Travel Agent shall assign another experienced employee to replace the in-house staff if the latter is on sick leave, annual leave, off duty or for any reason whatsoever, is not available for deployment at the designated premises. 11. The cost of such in-house service, if required by individual government agencies, shall be charged to the respective government agency.
Service Level Agreements Performance Measure Expertise and Accuracy Provide accurate travel arrangements Measurement Tool Measured by : - Annual client stakeholder survey Friendly and Helpful Advice - Annual client Frontline customer service team is expected to be stakeholder survey helpful, efficient and courteous at all times to travelers, bookers and admin staff Provision of a dedicated team of consultants - Annual client The provision of a dedicated team of consultants to stakeholder survey operate the MOF account on a daily basis Emergency and after hours support - Annual client 24 hour booking service provided 365 days of the stakeholder survey year. Authorisation procedures to be complied with. Ticket and Voucher Delivery - Random audit • To issue e-tickets where applicable, - Annual client especially where there is savings in issuing e- stakeholder survey tickets. • Where e-tickets cannot be provided, paper tickets and copy of final itinerary are to be delivered to the agency free of charge by courier at least 1 day before departure Account Management - Annual client The nominated Account Manager is to provide liason stakeholder survey and ongoing account management including : • Regular reporting • Liaison with Departmental Account Manager • General customer service and support • Management of VIP requirements Minimum KPI Required level 85% accuracy satisfaction or better Required level 85% accuracy satisfaction or better Required level 85% accuracy satisfaction or better Required level 85% accuracy satisfaction or better Required level 85% accuracy satisfaction or better
Required level 85% accuracy satisfaction or better
Detailed price proposals from the 3 awarded Travel Agents
Pacific Arena To issue a ticket for all $25 classes (based on nett airfare) Revalidation of FOC airticket1, if tickets are bought through agency Other amendments requiring new tickets2 Capture & redemption of frequent flyer mileage Refunds / cancellation of unused ticket Refunds of partially unused ticket No show fee Travel Insurance: (i) per trip $15 (Under AIG) Complimentary $1m flight insurance is confined to personal accident sustained during flight or while travelling on public transport. $390 (based on superior plan and worldwide coverage) $10 $25 $3000 (for 1 travel implant) $5800 (for 2) $12 (Under AIG) Complimentary $500,000 insurance is solely for personal accident and while travelling on public transport Upon request $5.50 (Under AIG) $25 $25 Global Travel $15 (East / W Malaysia) $25 (International travel) FOC Holiday Tours $25
$10
FOC $25
$15 $100 (capture & redemption) $50 (redemption only) $25 on top of penalty fees by airlines $25 on top of penalty fees by airlines Charged by airlines
$25 on top of penalty fees by airlines $25 on top of penalty fees by airlines Charged by airlines
$20 on top of penalty fees by airlines $20 on top of penalty fees by airlines $150 (charged by airlines)
(ii) per annum
$290-$410 depending on places of coverage $10 $25 Option 1 : $35 per ticket issued. Only 1 staff will be stationed there. Option 2 : $2500 per implant For annual volumes above S$3m, the cost for siting 1 and 2 implants are $2500 and $4500 respectively. $10 (normal) $20 (urgent) No charge on booking
Self booking tool (SBT): Low touch fee SBT : High touch fee Optional services In-house services. Additional cost of having a travel implant at the government agency (per month)
$15 $25 $3000 (for 1 implant) $6000 (for 2)
Visa handling fees Hotel reservation
$10 $10
$10 Nil for Global’s pre-paid rate $5+ cost (customer hotel’s rates)
1 2
Subject to airlines’ charges (if any) Subject to airlines’ charges (if any)
Pacific Arena Car Transfers Liaison person $30 Ms Lilian Looi Lilian.looi@pacificarena. com 637172844
Global Travel $5 + cost Mr Richard Ng Richard@globaltravel.co m.sg 62262866
Holiday Tours At cost Ms Pauline Chian pchian@holidaytours.net 62382770
For the full list of travel contact officers from the 3 travel agents, please view it on the Airfare Intranet website portal : http://intranet.mof.gov.sg/airfare/index.html.