Passenger Transportation Services and Unused Ticket Refund Procedures
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Passenger Transportation Services and Unused Ticket Refund Procedures. Peggie Poss and Corinne Bachiller Senior Program Analysts. GSA Training Conference & Expo May 4-6, 2010, Orlando, FL. What we will cover. Arranging Passenger Transportation Lowest Cost Air Travel

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Passenger Transportation Services and Unused Ticket Refund Procedures

Peggie Poss and Corinne BachillerSenior Program Analysts

GSA Training Conference & ExpoMay 4-6, 2010, Orlando, FL


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What we will cover Procedures

  • Arranging Passenger Transportation

  • Lowest Cost Air Travel

  • Airport Arrival Times/Baggage Allowance/Check-in

  • Possible Airline Compensation

  • Service Delays/Flight Cancellations/Tarmac Delays

  • Frequent Traveler Benefits

  • Excess, Lost/Delayed Baggage

  • Preparation of GTRs

  • Unused Ticket Refund Procedures


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Arranging passenger transportation Procedures

  • As designated by your agency

    • E-Gov Travel Service (ETS) Contractors

    • Travel Management Service (TMS)

    • Defense Travel System (DTS)


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Arranging passenger transportation (Con’d) Procedures

  • E-Gov Travel Service (ETS) when fully deployed by agency to include:

    • Government-contracted, end-to-end travel management web-based service to include travel authorization and expense reimbursement

    • Online self-service travel planning and booking tool

      • Reservations for transportation (air, rail, and car rental)

      • Reservations for Lodging


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GSA ETS Contractors Procedures

  • CW Government Travel (CWGT) – E2 Solutions

  • Electronic Data Systems (EDS) – FedTraveler

  • Northrop Grumman Mission System (NGMS) - GovTrip


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Arranging passenger transportation (Cont’d) Procedures

  • Travel Management Service (TMS)

    • Travel Management Centers (TMCs) (GSA Contracts)

    • Travel Agent Services under Travel Services

    • Solutions (TSS) Schedule 599 (GSA Contracts)

    • Commercial Travel Offices (CTOs) (DoD Contracts)

    • Other Federal Agency Contracts

  • Defense Travel System (DTS)


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    Some Available fares Procedures

    • Government Contract Fares (YCA & _CA Dual Fare)

    • Group Fare

    • Discounted One-way Coach Fare

    • Round Trip Discounted Coach Fare

    • Full Coach Fare


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    Request lowest available fare Procedures

    • Contract Airlines City Pair Fares - Mandatory

    • Combination City Pair Fares (No city pair - destination)

    • Combination City Pair Fare(s) and Other Fare(s)

      With Prior Approval

    • Other Fares Without Restrictions With

      Prior Approval

    • Restricted Fares Upon Request With

      Prior Approval


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    Use of Non-contract Airline FTR §301-10.108 Procedures

    • Before purchasing non-contract fare, you must meet one of the exceptions; and

    • If non-contract fare is non-refundable/restricted, you must reasonably anticipate, based on the planned trip, that you will use the ticket; and

    • Management must determine that the proposed non-contract transportation is practical and cost effective for the Government.

      Note: Ticket/Flight Change fee - up to $150.


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    GSA Airline City Pair Program Websites Procedures

    • Airfares (City Pair Program) www.gsa.gov/citypairs

    • Airfares (City Pair Search) www.gsa.gov/citypairsearch

    • Domestic fares include taxes, but not fees such as passenger facility charges, fuel surcharges, segment fees, and passenger security fees

    • Airfares FAQs and Fact Sheets www.gsa.gov/citypairs Select FAQ or Fact Sheets on the left


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    Airport Choices Procedures

    Baggage allowance

    Booking engines

    Business class

    Change fee

    Code share

    Contractors

    Dual fares

    Fuel surcharge

    Groups

    Paper tickets

    Payment

    Refunds for partially or unused tickets

    Reservists;

    Seat choice; and

    Secure Flight

    Airfares (City Pair) Fact Sheets (Topics Include)


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    Airline Reservations Procedures

    • When requesting seat assignment – Should choose only those seats that are available without an additional fee (e.g., bulkhead, exit row, aisle seat)

    • Any cost due to seat choice preference – not reimbursable


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    Airport arrival times Procedures

    Transportation Security Administration (TSA) information and requirements (www.tsa.gov)

    • Security wait times different at each airport

    • Follow TSA guidelines for going thru TSA checkpoint

    • TSA set carry-on restrictions about liquids/gels

    • See “For Travelers” tab at top to access “Liquid Rules:

      3-1-1 for Carry-Ons” & “What To Know Before You Go”

      for current restrictions


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    Airline Baggage Allowance - Domestic Procedures

    • Airlines may charge a fee for checked bags – $15/$20/$23 –

      1st bag and $25/$30/$32 – 2nd bag

    • Most Airlines have additional surcharge fee ($5/$2/$3)

      per checked bag ~~

      May avoid surcharge fee (up to 2 bags) by checking in

      on-line within 24 hours of departure

    • 1st checked bag and $5/$2 fees – reimbursable with

      overnight stay or on one day with preapproval

    • 2nd checked bag and $5/$3 fees – reimbursable with

      preapproval


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    Airline required check-in deadlines Procedures

    • Set by each airline at each airport for baggage check-in

      and gate arrival – Check your airline’s/airport’s web site

    • Baggage check-in time – If not met, you must have

      carry-on bag(s) only or your reservation may be

      canceled and you may be scheduled for next available

      flight

    • Airport Gate arrival time must be met to qualify for any

      compensation, if involuntarily bumped

    • Allow extra time for arrival at airport


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    Voluntary vacating airline seat Procedures

    • Airline overbooks/oversells flight

    • Before denying boarding to anyone, Airline shall request

      volunteers to give up seats in exchange for compensation

    • Any voluntary action should not interfere with performing

    • official duties (FTR 41 CFR §301-10.117)

    • COMPENSATION: Whatever compensation

      offered by airline

    • Any compensation received is retained and

      used by employee


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    Airline denied boarding compensation Procedures

    • Compensation only required for oversold flights

    • Insufficient number of volunteers vacate their seats

    • Passenger “Bumped” Against Will

    • Airline must provide written explanation of denied boarding

      compensation and boarding priorities

    • Any Compensation received by Government traveler

      must be given to Government and, if monetary, must

      be by check


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    Service Delays and Flight Cancellations Procedures

    • Airlines are not required to compensate passengers due to bad weather, air traffic delays, mechanical repairs, etc.

    • Large Airlines, depending on cause/length of delay, MayProvide (most often only upon request of traveler):

      • Free telephone call

      • Free meal(s) voucher(s)

      • Free ground transportation

      • Free overnight lodging


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    Tarmac Delays – Domestic Flights Procedures

    • Holding of aircraft on ground with no opportunity to deplane

    • Maximum - No more than 3 hours

      • Exceptions

        • Safety or security

        • Returning to terminal would disrupt airport operations

    • Provide adequate food/potable drinking water within 2 hours

    • Must maintain operable lavatories

    • Must provide adequate medical attention, if necessary


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    Frequent traveler benefits Procedures

    • Includes benefits from airlines/hotels/rental cars

    • Benefits earned may be used for/during

      • Future official trips

      • Personal use, including upgrading to a higher class of service


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    Excess baggage Procedures

    For domestic travel, most airlines:

    • Charge additional fee for overweight bags

      (over 50 pounds) (in addition to fees for checked

      bags)

    • Should obtain authorization to check more than one bag

      or if excessive/overweight bag is anticipated consider

      second bag (with approval) or shipping gov’t material via

      FedEx, UPS, etc.

    • Use travel card for payment to airline


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    Domestic baggage liability Procedures

    • For provable direct or consequential damages resulting

      from loss of, damage to, or delay in delivery of baggage

      • $3,300 – Ceiling per passenger (depreciated value basis)

      • Report loss of, or damage to, bags before leaving airport

      • Obtain receipt

      • Obtain a phone number, IF POSSIBLE,

      • direct to the airline baggage office


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    Limited use of Government Transportation Procedures

    Requests (GTRs)

    • Use of GTRs (SF 1169) for air travel very limited – generally

      for international air travel

    • Use travel cards (individually and centrally billed accounts)

      to purchase passenger transportation



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    Importance of proper preparation of GTR Procedures

    • Individual GTR

      • Fiscal Data

      • Bill Charges To Address

      • Date And Place of Issue

      • Actual Travel Date

      • Any Special Accommodations


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    Preparation of GTR (Cont’d) Procedures

    • Number of Passengers

    • List each City/Airport (Segment/Leg) of Trip

    • List Airline with Fare Basis for each Segment,

      if Different

    • Enter “Lowest Coach”



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    Time limitation on collection of unused tickets Procedures

    • Pursuant to American Airlines, Inc. v. Austin, 75 F.3d 1535 (Fed Cir 1996) refunds for unused tickets may be recovered by GSA up to ten (10) years from the date of purchase.


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    Agency’s responsibility Procedures

    • Establish (and provide to employees) agency procedures for collecting unused, partially used, downgraded and exchanged tickets, and denied boarding compensation

      (see FTR 41 CFR §301-72.101)

    • Promptly process all unused tickets


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    REMEMBER Procedures

    • Promptly return all unused or partially used paper tickets as directed by your agency for processing

    • Under no circumstances should paper tickets be filed, destroyed, or thrown away!

    • Alert agency when all or a portion has not been used (per agency instructions)


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    Unused tickets have monetary value !! Procedures

    • Examples:

      • Tickets that haven’t been used

      • Travel is terminated short of the authorized destination

      • Return portion not used


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    How to identify unused paper tickets Procedures

    • If there is a “coupon number”

    • Looks strange (colored ticket or doesn’t read “passenger receipt”)



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    GTR purchases Procedures

    • Obtain unused ticket or information about nonuse of electronic ticket from traveler

    • Issue SF 1170

    • Return unused ticket with SF 1170 to TMC/CTO or TSP

    • Note: All GTR billings should be prepayment audited


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    SF 1170 (Revised 4/2001) Procedures

    Now on Internet as a fillable form

    http://www.gsa.gov/forms, select “Standard Forms Listing,” select SF 1170




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    Unused electronic ticket(s) Procedures

    • Traveler must notify TMC/CTO immediately when trip or portion of trip will not be made

    • Obtain a receipt

    • Notify agency of unused portion(s)

    • Make sure account was credited or check received


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    Centrally Billed Account (CBA) Procedures

    • Return paper ticket to TMC/CTO that issued ticket

    • Eticket (per agency instructions)

    • Obtain notification from TMC/CTO

      • Receipt

      • TMC/CTO Report

    • Confirm refund credit


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    Employee’s Individually Billed Charge Card Procedures

    • Traveler should return all unused paper tickets to the TMC/CTO or TSP in exchange for a receipt

    • Traveler should keep the receipt and verify credit refund for paper or electronic ticket


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    After 90 calendar days, any refunds that have not been received or a satisfactory explanation as to why no refund was due should be sent to GSA. Agencies must forward SF 1170s along with supporting documents for appropriate action when refunds are not received within 90 calendar days. Documents should be sent to:


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    General Services Administration received or a satisfactory explanation as to why no refund was due should be sent to GSA. Agencies must forward SF 1170s along with supporting documents for appropriate action when refunds are not received within 90 calendar days. Documents should be sent to:

    Attn: Inez Thompson

    Transportation Audits Division (QMCAA)

    2200 Crystal Drive, Suite 300

    Arlington, VA 22202

    703-605-9409

    [email protected]


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    It is your responsibility to follow up on any received or a satisfactory explanation as to why no refund was due should be sent to GSA. Agencies must forward SF 1170s along with supporting documents for appropriate action when refunds are not received within 90 calendar days. Documents should be sent to: information sent to GSA

    • If you have received a refund after you sent documents to GSA, please notify GSA/Inez Thompson with the following information:

      • Date of check

      • Check number

      • Amount of check

      • Name of carrier

      • Traveler/ticket information from SF 1170


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    Bottom line received or a satisfactory explanation as to why no refund was due should be sent to GSA. Agencies must forward SF 1170s along with supporting documents for appropriate action when refunds are not received within 90 calendar days. Documents should be sent to:

    • ACCOUNT FOR ALL UNUSED TICKETS –

      Paper and Electronic

      • Receipt

      • Suspense File

      • TMC/CTO Unused Ticket Report (include in task order)

      • SF 1170

    • MAKE SURE YOU/AGENCY RECEIVE CREDIT/MONEY


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    Transportation Service Provider (TSP) Requirements received or a satisfactory explanation as to why no refund was due should be sent to GSA. Agencies must forward SF 1170s along with supporting documents for appropriate action when refunds are not received within 90 calendar days. Documents should be sent to:

    • TSPs must refund the value of unused tickets (after expiration) even if they do not receive a SF 1170.

    • TSPs are required to make such refunds within 90 days after the expiration date. The value of the unused tickets should be refunded to the GSA, Transportation Audits Division.


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    TSP Requirements received or a satisfactory explanation as to why no refund was due should be sent to GSA. Agencies must forward SF 1170s along with supporting documents for appropriate action when refunds are not received within 90 calendar days. Documents should be sent to:

    • Must provide GTR number (if applicable), ticket number, amount being refunded, and all pertinent information with the refund.

    • Refund checks should be made payable to the U.S. Treasury and sent to:

      General Services Administration

      Federal Acquisition Service

      Transportation Audits Division (QMCA)

      2200 Crystal Drive, Suite 300

      Arlington, VA 22002


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    Where to find information received or a satisfactory explanation as to why no refund was due should be sent to GSA. Agencies must forward SF 1170s along with supporting documents for appropriate action when refunds are not received within 90 calendar days. Documents should be sent to:

    • U.S. Government Passenger Transportation Handbookwww.gsa.gov/transaudits Click on left side for “Handbooks and Regulations”

    • Federal Travel Regulation (FTR) 41 CFR Chapter 301

      • www.gsa.gov/ftr

    • Unused Ticket Refunds Information

      • www.gsa.gov/unusedticket


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    Where to find information (Cont’d) received or a satisfactory explanation as to why no refund was due should be sent to GSA. Agencies must forward SF 1170s along with supporting documents for appropriate action when refunds are not received within 90 calendar days. Documents should be sent to:

    • Handouts:

      • Compensation for Airline Service Deficiencies

      • Summary Sheet – Unused Ticket Refund Procedures

      • Travel and Transportation Web Sites Listing


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    Questions? received or a satisfactory explanation as to why no refund was due should be sent to GSA. Agencies must forward SF 1170s along with supporting documents for appropriate action when refunds are not received within 90 calendar days. Documents should be sent to:

    Corinne Bachiller

    Senior Program Analyst

    Transportation Audits Div. (QMCA)

    GSA - Arlington, VA

    703-605-2872

    [email protected]

    Peggie Poss

    Senior Program Analyst

    Strategic Business Management Div. (QMCB)

    GSA - Atlanta, GA

    404-331-0559

    [email protected]

    Office of Travel and Transportation Services

    [email protected]


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