Provision of Travel Management Services To UN Tender - 4393210

Procurement Summary

Country: Angola

Summary: Provision of Travel Management Services To UN Agencies in Angola on Long Term Agreement Basis

Deadline: 03 Dec 2015

Posting Date: 24 Nov 2015

Other Information

Notice Type: Tender

TOT Ref.No.: 4393210

Document Ref. No.: 26849, RFP/02/TRAVEL/UN AGENCIES/AGO/2015

Competition: ICB

Financier: United Nations Secretariat

Purchaser Ownership: -

Tender Value: Refer Document

CPV Classification

63516000 - Travel management services

Purchaser's Detail

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Tender Details

Proposals for Provision of Travel Management Services

To UN Agencies in Angola on Long Term Agreement Basis
These services include, but are not be limited to, the following:

Ticket issuance for official international and domestic travel using commercial flight (individual and group);

Transportation and airport transfers;

Staff personal travel requirements.
The annual value of combined value of UN Agencies production for 2012 and 2014 amounts to approximately USD 1, 235, 231.00 (One Million, two hundred-thirty five thousand, two hundred and thirty one US Dollars) and the volume is expected to be in the same range for the next three years.
Scope of Services, Expected Outputs and Performance Standards
The successful Travel Agencies shall provide full, prompt, accurate and expert international travel products and services to staff of the UN Agencies from 08:00 to 18:00 during working days. The travel agencies shall be able to provide from their offices, a team dedicated for services provided to the UN in Angola, equipment, and facilities, with the least operational disruption, and with practically no lead time for UN and other agencies, from the time of signing of the contract. In addition the Travel Agency shall provide for 24 hours emergency service, as well as for services during weekends and official holidays where emergency travel service is required (this can originate from remote locations). At least one of the Travel Agency’s employees shall always be reachable by phone. The products and services include, but are not limited to, the following:
Mandatory Services Requirement
1) Reservation and Ticketing

For every request, the Travel Agency shall immediately make offers and prepare appropriate itineraries and formal quotation based on the most economical fare available including restricted and non-refundable fares on the most direct and convenient routing;

In the event that required travel arrangement cannot be confirmed, the Travel Agency shall notify the UN Agency representative of the problem and present minimum three (3) alternative routings/quotations for consideration;

For wait-listed bookings, the Travel Agency shall provide regular daily feedback on status of the flight;

The Travel Agency shall reconfirm and revalidate airline tickets, re-issue tickets which are returned as a result of changed routing or fare structures and printed itineraries, as per conditions enforced by airline carriers;

The Travel Agency shall promptly issue e-tickets and detailed itineraries, showing the accurate status of the airline on all segments of the journey;

The Travel Agency shall accurately advise UN/UNDP of ticketing deadlines and other relevant information every time reservations are made, in order to avoid cancellations of bookings;

The Travel Agency shall provide information on airline tickets schedules.
2) Airfares and Airlines Routings/Itineraries

The Travel Agency shall propose fares/airline routings and guarantee that it shall obtain the lowest available airfare for the journey concerned. Such journeys shall be the most direct and economic routing, unless travel time exceeds nine (9) hours in duration with a maximum two (2) hours break between flight segments;

The Travel Agency shall ensure that tickets issued are in accordance with entitlements prescribed in UN/UNDP Travel Authorization;

The Travel Agency shall assist UN/UNDP representatives in negotiating with airlines on preferred fare conditions for UN Agencies, such as ticketing deadlines to be as flexible as possible (i.e. until the date of commencement of particular travel);

The Travel Agency shall advise market practices and trends that could result in further savings for UN Agencies, including the use of corporate travel booking tools with automated travel policy compliance and enforcement, and travel management reporting;

The Travel Agency shall propose fares/airline routings in accordance with the latest UN Airline Safety List;

The Travel Agency shall provide all official travelers with last seat availability, advance seat assignments and advance boarding passes, wherever possible on all airlines for which the Travel Agent can offer these services. The Travel Agency is expected to expand these services, as they become available on additional carriers.
3) Travel Information / Advisories

The Travel Agency shall provide quick reference for requested destinations;

The Travel Agency shall provide travelers with a complete automated itinerary document to include carrier(s), flight numbers, departure and arrival times for each segment of the trip etc.;

The Travel Agency shall inform travelers, upon booking confirmation, of flight/ticket restrictions, involuntary stop-overs, and other inconveniences of the itinerary and provide required documentation for travels;

The Travel Agency shall provide travelers on request with online and offline relevant information on official destinations, i.e. visa requirements, security procedures, airport transfers/land transportation facilities, local points of interest, currency restrictions/ regulations, health precautions, weather conditions, etc., as per Global Distribution System guides;

The Travel Agency shall promptly notify travelers of airport closures, delayed or cancelled flights, as well as other changes that might affect or will require preparations from travelers, sufficiently before departure time, and as soon as it becomes available.
4) Flight Cancellation / Rebooking and Refunds

The Travel Agency shall process duly authorized flight changes /cancellations when and as required;

The Travel Agency shall immediately process airline refunds for cancelled travel requirements unutilized pre-paid tickets and credit these to the respective UN Agency as expeditiously as possible;

The Travel Agency shall refund tickets within one (1) week only;

The Travel Agency shall limit refund charges at airline rate only, i.e. no additional charges will accrue to the Travel Agency;

The Travel Agency shall absorb cancellation and/or change reservation date charges which are due to no fault of the UN Agency or the traveler;

The Travel Agency shall report back to the respective UN Agency on the status of ticket refunds.
5) Supplier Relations

The Travel Agency shall not favour any particular air carrier when making reservations;

The Travel Agency shall maintain excellent relations with all air carriers for the benefit of the UN Agencies in Angola.
6) Services Quality Control and continuous improvements

The Travel Agency shall establish a mechanism to monitor on a regular and continuous basis the quality of travel products and services provided to the UN Agencies in Angola ;

These procedures shall include a self-inspection system covering all the services to be performed under the Contract and shall include a method for monitoring, identifying and correcting deficiencies in the quality of service furnished to the UN Agencies in Angola ;

The UN Agencies in Angola shall be notified of any deficiencies found and corrective action taken;

The Travel Agency warrants that the personnel assigned to handle the UN Agencies’ travel arrangements shall constantly be trained to be kept up to date with international standards and practices.

Measurements of improvements to the service will be part of the Service Level Agreement between the parties.
7) Availability of Other Products and Services as May Be Requested

a) Travel Documents

b) Preferred Seating Arrangements/Upgrades

c) Privileged Check-In Services/Use of Airline Lounge Facilities

d) Excess Baggage/Lost Baggage

e) Travel Insurance

f) Car hire services – if required, assist in booking or providing Car hire services to and from the airports in Angola and overseas

g) Medical advice

The Travel Management Agency will provide medical advice and information on health requirements (yellow card etc)at all times for international travelers. The traveler profiles will include details of inoculations, wherever applicable.
i) Emergency Services, e.g., sickness, injury, etc.

At all other times a comprehensive 24 hour Emergency Service shall be available 365 days per year for assistance both in Angola and overseas to all travelers and members of UN Agencies’ staff who may need access to an emergency service.

The emergency service will also provide assistance in obtaining emergency medical help for staff on official travel, assistance in obtaining lost baggage, and emergency repatriation travel of UN staff. During emergencies the Travel Agency will be expected to be operational during holidays and weekends.
j) Meet and Assist Facilities & Airport Assistance

The Travel Management Agency will provide assistance service at airports as and when required

At the time of departure: Assist passenger with issuance of boarding pass and check-in facilities at the airlines counter. Guide them to Immigration counter and security check.

At the time of Arrival: Help them in custom clearance of luggage and guide them to vehicle parking area.

Meet & Assist: Services rendered by travel Agents staff to a passenger at the time of arrival and departure with boarding, embarkation or during connections.
8) Reporting

The Travel Management Agency shall provide a regular report providing updated information pertinent to UN travelers. This will incorporate information regarding relevant promotional fares and rates, changes to the Travel Management Agency personnel and general travel information.
9) Providing an Interface with major Airlines and Hotels to get the best corporate deals:

Ability to facilitate meetings with senior personnel from Airlines to get the best corporate deals for UN.

Documents

 Tender Notice