| TELEPHONES |
QUALITY STANDARD |
| Speed of Answer |
100% of calls will be answered within 5 rings |
| Correct Answer |
Greeting, company and consultant name |
| Return Calls |
Telephone calls returned without delay and, where a call back is necessary, the information will provided within an agreed time frame. |
|
|
|
| JOURNEY PLANNING |
QUALITY STANDARD |
| Airline reservations |
Flight reservations confirmed at time of booking. If a flight is wait-listed an alternative is automatically offered. Flight enquiries will be passed to our business travel department, who use the latest technology, providing instant confirmation. |
| Airline fares |
At least two alternative fare quotations for each itinerary will be provided. Details of any restrictions, advance booking requirements or cancellation charges, automatically advised at time of booking. |
| "No frills" airlines |
The option of using any of the "no frills" airlines will be offered to client if applicable. This is an area where possible savings can be made for clients flying into the UK and booking in the UK . |
| Hotels |
Preferred corporate or negotiated rate automatically quoted at time of booking. |
| Car Hire |
Preferred corporate or negotiated rate automatically quoted at time of booking. |
| Rail bookings |
Cheapest fare quoted in applicable class of service and to the client's requirements. |
| Coach travel |
Although we do not specialize in coach travel for individual travellers', we do organize travel by coach to UK airports. To accommodate any request for coach travel, we will liase with our account manager at National. |
|
|
|
|
| DOCUMENTATION |
QUALITY STANDARD |
| Airline itineraries |
Information is presented clearly and accurately. Attention is drawn to changes in airports, terminals and time zones. Itineraries are confirmed back to the travel organizer at the time of booking and prior to ticket issuance. |
| Hotel, rail and car rental bookings |
Information is presented clearly and accurately. Details are confirmed back to client at time of booking and prior to voucher issuance. |
| Final Travel Package |
All travel documents, together with any other pertinent information, are double checked for accuracy and last minute schedule changes or amendments prior to despatch. |
| Refunds |
Attended to within seven days. Processed within month of receipt, unless refund has to be made directly to the travel principal. Full refund, less any administration charge will be passed to the client. |
|
|
|
|
