travel management solutions experience higher business performance higher business performance
TRANSCRIPT
TRAVEL
MANAGEMENT
SOLUTIONS
experience higher business performance
higher business performance
higher business performance
Your State Team
Kathy Higginbotham, Operations Manager – Baton RougeKathy Higginbotham, Operations Manager – Baton Rouge
Michael Fairchild, State of Louisiana Account ManagerMichael Fairchild, State of Louisiana Account Manager
Liz Gaiennie, National Account ManagerLiz Gaiennie, National Account Manager
Lisa Goins, Operations Manager – LSUHSC ShreveportLisa Goins, Operations Manager – LSUHSC Shreveport
Lou Poore, Vice President OperationsLou Poore, Vice President Operations
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Who we are
Founded 1924
Headquartered in Hanover, Germany
Over 80,000 employees
$22B in revenue
A top 30 DAX company
World’s leading tourism and services group
Founded 1979
Headquartered in Denver, Colorado
Over 4,000 employees
$4.7B in sales
Publicly traded on NASDAQ
2nd largest TMC company in North America
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Unique Global Provider
► World’s 3rd largest TMC– Multi-national capabilities
► 2nd largest TMC in North America► Over $11 billion annual sales
– Exceptional negotiating leverage and clout
► 1,600+ locations in over 80 countries – Reservation Centers, on-sites, off-sites,
Call Centers, Airport Offices, European Service Center
► More than 13,000 employees– Dedicated to customer service
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Global Coverage
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Client-Partners
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Goals for the State of Louisiana
► Implement a cost effective, user-friendly online booking tool accomplishing high adoption rate;
► Consolidate and deliver a consistent best in class global travel program;
► Identify opportunities for cost savings and controls;
► Deliver a high level of customer satisfaction;
► Research and incorporate best practices in travel services;
► Maximize use of technology to improve the delivery of service;
► Provide a communication platform with dynamic content for travel population.
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Service Delivery
Customized for State of Louisiana► Regional Reservation Service Centers in Baton
Rouge, Shreveport and New Orleans
> Teams of agents thoroughly trained in State of Louisiana’s travel policy;
> Dedicated International, Group, and Special Services desks;
> State-of-the-art telecommunications and e-mail systems to link all three State Service Centers.
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Operations Overview
► Service Goals> Returned calls/messages within 30 minutes;
► Fees and how they will be applied> Fees are no longer refundable;> Full Service - $22 per ticket;> Agent-assisted - $17 per ticket;> Touchless (OBT) - $12 per ticket;
– Down to $10 based on adoption rate> Groups – Ranging from $21 to $10 based upon the number of
travelers;> No hotel/car only fees.
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Various Types of Fares
•State Contract Fares
For Fiscal 2005-2006, the only airlines offering State contract fares are American and United;
•Negotiated Fares
Currently, the only carrier in this category is Continental, but we are working with several other airlines at this time;
•Published Fares
Standard fares – both refundable and non-refundable -- offered to the general public and available via our Sabre reservations system (GDS);
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Fare Types, continued...
•Web/Internet Fares
Fares normally associated with the Internet and usually obtained from 3rd party websites, including airline-specific sites;
•DCA3 Fares
Web/Internet fares that are contractually available to us via our GDS. With very few exceptions, the same fares as above.
To access those exceptions, our agents go directly to such sites as SWABIZ (Southwest), CompanyBlue (JetBlue), and A2B (AirTran).
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Non-Refundable Fares
► Represent significant potential cost savings;
► Rules of the Non-Refundable Ticket:
1. Must be purchased either immediately or within 24 hours of initial booking;
2. May require a minimum stay;3. Airline charge to make changes will range from from $50.00
to $100.00;4. If exchanged, any difference in the old fare and the new
fare must be collected;5. Non-Transferable (No name changes).
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Non-Refundable Fares, continued...
► Tips on how to get the Best Fares:
1. Advance Purchase;
2. Be flexible with travel dates;
3. Try alternate airports.
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Itineraries Vs. Receipts
► Itinerary Information Includes:
> Restrictions and requirements;
> Your detailed airline flight schedule;
> Detailed rental car information;
> Detailed hotel information.
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Sample Unrestricted Itinerary Remarks
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Sample Non-Refundable Itinerary Remarks
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Sample Air Itinerary Information
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Sample Rental Car Itinerary Information
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Sample Hotel Itinerary Information
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Receipts
► Receipts> Shows Airline Ticket Information
– Reservation Code– Ticket Number– Date of Issue– Invoice number– Total Airfare– Total Service Fee– Total for Airfare & Service Fee
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Sample Receipt Remarks
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Technology
Cutting-edge technology
to ensure
HIGHERBUSINESSPERFORMANCE
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End to End Travel Management
Best practice methodology & expertise to achieve maximum performance
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Travel Savings Solutions
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Management Reporting Solutions
ReportFLYR™ > Global Web-based management reporting system;
AlertFLYR™> Exclusive digital dashboard technology;
InvoiceFLYR™> Transactional search application;
PolicyFLYR™
> Travel policy reinforcement through e-mail and reporting;
SecureFLYR™> Global traveler security and education;
Online Booking Tools> Customized web-based booking tool.
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InvoiceFlyr
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InvoiceFlyr
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InvoiceFlyr
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InvoiceFlyr
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InvoiceFlyr
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On-line Booking Solutions
► Customized
► Reduced costs
► Experienced E-Commerce Team ► On-going support
> Communication> Training > Adoption Consultation and Maximization
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higher business performance
higher business performance
higher business performance
higher business performance
higher business performance
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Focus and Commitment
► Build on current travel program achievements► Continue to partner with State of Louisiana;
> Validate current processes> Challenge status quo> Recommend improvements> Reduce travel program costs> Position State of Louisiana for the future
► Set short and long-term program objectives;► Establish mutually defined goals;
Produce Powerful Results!
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Continuing to build the foundation for a
strong, lasting partnership
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