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Organization and Methodology. Dear Sir, Thank you for the opportunity given to us.
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Organization and Methodology Dear Sir, Thank you for the opportunity given to us. After going through the terms of reference given by you, we have found that you are looking for an travel management company, who has following key attributes to provide travel related products and arrangements to your staff members, their families and visitors. RELIABILITY --- EFFICIENCY --- COMMITMENT We are committed to offer you best prices , logical itinerary, terms and conditions of airlines and also assist your passengers in any unforeseen circumstances with rebooking, cancelling and re-planning of flights. With a 24 X 7 service round the clock & Year.
Accomplishments • The only travel management company having self owned and managed offices in • Africa, Asia and South America. Currently we are in more than 60 Countries with 81 self • owned branches . • More than 31 Airline online GSAs and 10 Offline GSAs • 1100 + experienced and well trained staff • Annual turnover of USD 600 million • Experience of 27 years in Travel Industry • Our 55 offices are IATA Affiliated • Holding more than 28% market share in most regions of Africa • Representation of Europe Car in 6 countries in the African continent • Representation of Carlson Wagonlit Travel in 19 countries • Representing VFS Global in 6 countries for 5 Embassy • Dedicated cargo division • ISO 9001:2008 Travel and Cargo company • ONLINE BOOKING ENGINE ( www.toptraveltrip.com)
Geographical and Customer Coverage Geographical Coverage • We are present in nearly 98% of African Continent and soon to be followed by Europe and Asia • Africa – our current branch presence in Africa is 49 countries, and we are expected to grow to 63 countries by 2020 • Asia – We are representing ASIA market with 7 location, however the potential is very high in the market, by 2020 we planned to cover another 8 Countries in Asia covering Far East • Europe – The market options are huge and growth is tremendous and we are planning for more branches and countries to cover more options to new and present customers. Customer Coverage • Corporate travel is our forte and our aim is to cover all major corporate clients in Africa and Middle East. • Online B2C portal www.travelwings.com will further enhance the reach on technology platform , also ensure the company objective to cover all types of customers. • www.toptraveltrip.comhas been designed to cover the Air and Non Air products for B2B customer. • www.satguruholidays.comwe have 185+ live Holiday packages for offering, and over the period of 5 years we are looking for 437+ destinations.
Proposed Services • Flight Tickets – International & Domestic • Hotel Booking – Worldwide • Visa – UAE & Other countries • Travel Insurance • Rent a car • Chauffer Services • Meet & Greet Services • Security & Risk Management Services • MICE • Holiday Packages • After office Hours Support • Key Account Management
` Satguru Clientele
i. Competitive and Special /Lower fares on all carriers :- • Our Online Booking engine is interfaced with all the budget carriers and all major carriers. • Every booking process is first checked online with the lowest fare finder tool and client is provided with all the options starting from the lowest fare along with the budget carriers and the Major carriers. • Every booking made is passed through all the quality checks to make sure that all the discounts and opportunity of savings are passed to the client. • We work with the customer for Client and Passenger profiling for travel. • Comprehensive Financial Reporting • We provide the invoice along with the tickets or as requested by the client/ as agreed. • Client would be provided with the account statement every forth night / Monthly as per the client requirement/ Agreed. • Financial reports are provided in PDF or Excel formats as requested.
Corporate Travel Support We Support Corporate Travel , some mentions as below : • We support our Traveler at all office locations locally, in the 81 cities where our presence is there. • We provide our traveler with complete details of travel documents to make the travel smooth and memorable. • Our 24/7 help desk will assist you to book, rebook, check the flight status etc. . • We can negotiate better corporates deals, to make maximum savings with the airlines or hotels. • We provide our client with MIS reports to have the complete transparency of all the transaction made. • Corporates are provided with Online booking engine if requested for. • Security and Risk Management Systems provided through ISOS(depending upon requirement of the corporate) • We Provide a Key Account Manager for your account exclusively. • Dedicated , Experienced and well trained Sr. Travel Consultant would be assigned for your corporate.
Services Reservation Below is our Reservation process we follow. • Flight Reservation:We will update the client Travel Policy and make the Scripts and PF keys to update the reason, if any travel policy is violated by the Traveler, We will also create the client profiles and all the Traveler data would be fed into the systems accordingly. • Our Online Booking engine: Our In house OTB www.toptraveltrip.comis most user friendly website which functions like any other Airline Websites, it not only gives you access for flight tickets of all full fledge carriers and also 54 Budget carriers but it also provides you with options for hotels worldwide ,Travel Insurance , Options for Leisure travel and travel Information. C. Hotel Booking : We have contracted rates with Most of the Hotels in Africa and other countries where we have our offices in the entire globe. We also have contracts with our Partner and suppliers. Our online website allows us to search the best hotels and best prices with your preferred Hotels.
Quotes submitted We understand your Travel Requirements and we submit our quotes considering the below aspects : • Clients Preferred partner carriers/ If not there Get contract done for the same – Will result in Client can make Savings • Most Direct Route – Traveler can save time ( Logical Routing and options) • As per the Client Policy – Traveler do not violate the policy • Minimum 3 fare options – Traveler can choose the best/Lowest option. • We Provide Alternative options – In case Traveler has requested specific option or if we have more options we do provide them proactively. • Provide Budget carriers options – If travel policy allows. • Minimum Connection Time – Traveler can save transit time • No back Tracking – Traveler can get the most direct route
Pricing and Refunds Pricing • Our Travel Consultant will check all the published fares for that particular market. • Will always provide you with the Lowest available fares at the time of options/ Booking/ Ticketing along with the fare and conditions attached to it. • We can also provide you with the local market fares of that particular market. Refunds • We will provide you the reports for all the unused tickets. • Refunds will be processed the same day as per airlines policy as and when requested for refund processing by the traveler/ Travel Arranger for full fledge airlines or Budget airlines. • All airlines refunds will be processed as and when requested within 24hrs and the and the refunds will reflect in your monthly statement.
Each office have different login ID and Password for tracking purpose. As per your instructions, we can provide the data either 6 months or 12 months. After the confirmation on data we can process the refund of unused tickets. After processing on GDS, our account team will give credit note to you Refunds for Unused Tickets We can check open ticket data through GDS
Timely Delivery We commit to our clients for all the service Level agreed and will provide you with the SLA reports on monthly basis which will clearly show the no. of interaction made and time lines of our response as agreed. After Hours / Emergency Service We provide 24/7 service, after office we provide a dedicated no. to reach our Emergency Desk after 19:00 hours, We will not charge any additional amount for the same to you.
Reporting We would provide you with following reports Monthly / quarterly as agreed : 1. Turn Around Time Report (System Generated ) – Monthly Basis 2. Complete Data Consolidation (System Generated ) – Monthly Basis 3. Suppliers Contracted Report (System Generated ) – Quarterly Basis 4. Cost Saving Reports (System Generated ) – Monthly Basis / Quarterly Basis 5. Policy Adherence Reports (System Generated / Editable ) Monthly Basis 6. Product wise and Region wise spending reports (System Generated ) Quarterly Basis.All the above report are a value add service and we do not charge any amount to them. It is important reports for a corporate and it comes free of cost.
Online Reporting Tool undpsudan
Pre and Post Travel Assistance: • We provide Pre Travel Assistance like Visas, Travel insurance, Information on Vaccination if required and mandatory requirements for particular country. • In case of any mishandling happens during the Travel by the Airline, Hotel or any suppliers, We will assist to follow up and escalate the matter to the highest possible channel on behalf of client and try our best to resolve the same at the earliest. Quality control: • We take regular Quality feedbacks or suggestion from the Travelers and try to improve and cater them with these enhanced improvements. • Our Quality Control Team always make thorough checks before sending the Confirmation vouchers to the clients that all requested services by the client are confirmed and also make sure that all possible cost saving are passed to the client. • Quality Team is equipped with all the systems where they can analyses your travel and generate different type of reports pertaining to Travel pattern which is sent to the MIS team and the Key Account Manager to renegotiate with the suppliers to save additional cost for the client. Escalation Matrix: 1. In case if the Traveler has any feedback or escalation related to services they can certainly write to us or contact us on the email ids or contacts provided on SLA.
Reservation Support: 1.We create Customer Profiles and the Scripts as per the travel policy of the corporate, We make sure all the details of the Traveler are updated in the reservation and Flight options are offered as per the Travel Policy.(Eg: Passport details, Frequent Flier no, Meal Request, Seat Request or any other special request). 2. Enquiry is reverted with the best 3 options available, Taking into consideration the routes, by providing connections with less stopovers, direct Flight options where ever possible. 3. Customers are provided with 24/7 Emergency Contact numbers, for assistance. Online Booking Engine: 1. We can provide online Booking systems, where Customer can check and also Book Flights, Hotels, Travel Insurance etc. Security Alerts: 1. We can provide security Alerts to the Traveler and also the Tracking system in case if they are Travelling to any Risk Countries. Local Region Support in 60 Countries: • We provide local assistance in over 60 countries through our Branches which are self owned and self managed by Satguru travel Group.
Standard Service Level Response. We provide the Standard service level as per the below, depending on the client SLA we provide the benchmark SLA and also provide the reports for the Same. Services Benchmark Achieved
Service Issue Pre Trip Complain or Service issue post Trip In case customer faces any issue Pre Trip and S/he feels need for escalation, S/he can lodge the issue/complain/feedback to customer service feedback page under my account on our OTB or email to us at feedback@satgurutravel.com1. As the traveler submit issues / complain / feedback to us that goes to our Customer Service Helpdesk. Which works on a turnaround time of 02 hours. 2. The Customer service team goes through the issue and comes with the corrective action to the Traveler and Travel Manager. 3. Our Customer service Team comprise of 4 team members, it’s headed by one of the most experienced Operation Manager. Specially Trained on customer service sensitivity and has authority to surpass all the departments with priority in order to resolve the customer grievance within the agreed timelines.
Commitment • Our commitment to travelers and corporate is : • Maintain the highest level of service through regular revision of activities and interactions with the customers. • Propose to have periodical meetings for the same. • Look for opportunities to revise current way of working, introduce new methods/tools etc to make the contract more DYNAMIC AND PRICE EFFECTIVE • We think and hope we have presented ourselves in a way that it responds directly to the rationality of the assignment with the details advised to us.
We know Africabetter!! • With our 25 years of presence across almost entire Africa, we know the business travel needs and challenges in Africa and thus support with real time solutions. • If you travel in Africa, generally you travel from one Satguru location to another. This gives us an opportunity to serve you when you embark and disembark. • Its Africa, You need us, we are there!!
