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TRAVEL MANAGEMENT SOLUTIONS. experience higher business performance. higher business performance. Your State Team . Michael Fairchild, State of Louisiana Account Manager. Kathy Higginbotham, Operations Manager – Baton Rouge. Lisa Goins, Operations Manager – LSUHSC Shreveport.

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experience higher business performance

higher business performance

Your state team
Your State Team

Michael Fairchild, State of Louisiana Account Manager

Kathy Higginbotham, Operations Manager – Baton Rouge

Lisa Goins, Operations Manager – LSUHSC Shreveport

Liz Gaiennie, National Account Manager

Lou Poore, Vice President Operations

Who we are
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

Unique global provider
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

  • Goals for the state of louisiana
    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.

    Service delivery
    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.

    Operations overview
    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.

    Various types of fares

    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);

    Fare types continued

    Fare Types, continued...

    • Web/Internet Fares

    • Fares normally associated with the Internet and usually obtained from 3rd partywebsites, 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).

    Non refundable fares
    Non-Refundable Fares

    • Represent significant potential cost savings;

    • Rules of the Non-Refundable Ticket:

      • Must be purchased either immediately or within 24 hours of initial booking;

      • May require a minimum stay;

      • Airline charge to make changes will range from from $50.00 to $100.00;

      • If exchanged, any difference in the old fare and the new fare must be collected;

      • Non-Transferable (No name changes).

    Non refundable fares continued
    Non-Refundable Fares, continued...

    • Tips on how to get the Best Fares:

      • Advance Purchase;

      • Be flexible with travel dates;

      • Try alternate airports.

    Itineraries vs receipts
    Itineraries Vs. Receipts

    • Itinerary Information Includes:

      • Restrictions and requirements;

      • Your detailed airline flight schedule;

      • Detailed rental car information;

      • Detailed hotel information.


    • Receipts

      • Shows Airline Ticket Information

        • Reservation Code

        • Ticket Number

        • Date of Issue

        • Invoice number

        • Total Airfare

        • Total Service Fee

        • Total for Airfare & Service Fee


    Cutting-edge technology

    to ensure


    End to end travel management
    End to End Travel Management

    Best practice methodology & expertise to achieve maximum performance

    Management reporting solutions


    Global Web-based management reporting system;


    Exclusive digital dashboard technology;


    Transactional search application;


    Travel policy reinforcement through e-mail and reporting;


    Global traveler security and education;

    Online Booking Tools

    Customized web-based booking tool.

    Management Reporting Solutions

    On line booking solutions
    On-line Booking Solutions

    • Customized

    • Reduced costs

    • Experienced E-Commerce Team

    • On-going support

      • Communication

      • Training

      • Adoption Consultation and Maximization

    Focus and commitment
    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!