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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!