Reservations Confirmations of bookings (air, 100% of all bookings Monthly/Quarterly 15.3.3(f), (j) Communication accommodation, car rental, etc) must be Review 15.3.4(e ) communicated to the traveller via SMS 15.3.5(b),(c) and/or email. Air Travel All cancelled and/or unused tickets must 80% Quarterly 15.3.3 (h) Cancelled and Unused be refunded automatically within 3 tickets/ months of date of issue Air Travel; Process to confirm best fare for 95% Monthly/Quarterly 15.3.3(c ) Quality Control international tickets with more than 6 Review sectors Accommodation Accommodation bookings that were not Number Monthly/Quarterly 15.3.4(a),(b), within the Maximum allowable rates and Review (d),(f), reasons. Number Monthly/Quarterly 15.3.4(g) Cancellations and no-shows Review Car Rental & Shuttle Car Rental bookings that were not in line Number Monthly/Quarterly 15.3.5(a) Services with the travel policy and cost Review containment measures and reasons AFTER HOURS & EMERGENCY SERVICES After hours & Emergency After hours and emergency services 100% Monthly/Quarterly 15.3.6(c ) Services operates 365 days per year Review Contact numbers correct on itineraries 100% Monthly/Quarterly 15.3.6(d) and client SMS notifications Review Emergency and after hours calls to be 80% of all Monthly/Quarterly 15.3.6 (d) resolved within 1 hour to limit emergency and Review inconvenience to traveller afterhours requests Authorisation and order processing of 100% of all bookings Monthly/Quarterly 15.3.6(e ) afterhours and emergency travel to be authorised Review requests to be done within 24 hours within 24 hours
Reservations Communication Confirmations of bookings (air, accommodation, car rental, etc) must be communicated to the traveller via SMS and/or email. 100% of all bookings Monthly/Quarterly Review 15.3.3(f), (j) 15.3.4(e ) 15.3.5(b),(c) Air Travel Cancelled and Unused tickets/ All cancelled and/or unused tickets must be refunded automatically within 3 months of date of issue 80% Quarterly 15.3.3 (h) Air Travel; Quality Control Process to confirm best fare for international tickets with more than 6 sectors 95% Monthly/Quarterly Review 15.3.3(c ) Accommodation Accommodation bookings that were not within the Maximum allowable rates and reasons. Number Monthly/Quarterly Review 15.3.4(a),(b), (d),(f), Cancellations and no-shows Number Monthly/Quarterly Review 15.3.4(g) Car Rental & Shuttle Services Car Rental bookings that were not in line with the travel policy and cost containment measures and reasons Number Monthly/Quarterly Review 15.3.5(a) AFTER HOURS & EMERGENCY SERVICES After hours & Emergency Services After hours and emergency services operates 365 days per year 100% Monthly/Quarterly Review 15.3.6(c ) Contact numbers correct on itineraries and client SMS notifications 100% Monthly/Quarterly Review 15.3.6(d) Emergency and after hours calls to be resolved within 1 hour to limit inconvenience to traveller 80% of all emergency and afterhours requests Monthly/Quarterly Review 15.3.6 (d) Authorisation and order processing of afterhours and emergency travel requests to be done within 24 hours 100% of all bookings to be authorised within 24 hours Monthly/Quarterly Review 15.3.6(e )
A4.%20Service%20Level%20Indicators%20(17022017).docx