| Service Item | Service | Minimum Standard |
|---|---|---|
| Hours of Operation | Monday – Friday 9.00AM – 6.00PM Weekends & Public Holidays | 9.00AM – 6.00PM Emergency Travel Center (24/7) |
| Communication | Email Phone | 15 minutes acknowledgement |
| Fees/Travel Policy | Bookings Fees Travel Policy | As per fees agreement Will offer and book options that comply with the agreed Travel Policy. Including all nominated preferred suppliers (i.e. Marriott Hotels). Changes to travel policy updated immediately. |
| Booking Requests Best Fare of the DayAirline Credit Management | Point to point domestic & International requests Complex and multi-stop itineraries All Airfares Unused tickets and airlines credits | Maximum of 2 hours Same day / within 24 hours Provide best fare at time of request within travel policy Airlines credits will be tracked and proactively offered when applicable |
| Invoicing and Statements Document Delivery Refunds | All travel services Booking confirmations Procedure | Invoices sent as per client request Supplied by email same day / within 24 hours Lodged within 48 hours of receipt of unused ticket(s) Follow up refunds with the airline within 6 weeks of initial refund application. |
| Visas/Passport | Visa/Passport requirements | Travel Manager to advise traveler of Visa/Passport requirements ARYYVE can refer a comprehensive Visa/Passport service |
| Credit Terms | Credit Card Payment | Company card to be kept on file and used for all travel arrangements |
| Relationship Management | Issues Resolution | Immediate acknowledgement 48 hours update until issue resolved |
CLIENT RESPONSIBILITIES
To ensure delivery of the services detailed is possible, you are responsible for ensuring that their staff has current and accurate procedures/instructions in place for the necessary activities associated with the Service Level Agreement. The client will:
| 1. Provide and maintain up-to-date details of the relevant staff contacts for travel related services and traveler profiles. |
| 2. Provide timely notification of errors, omissions or possible problems related to the successful performance of this agreement. |
| 3. Provide prompt notification of other issues that may require action. |
| 4. Notify appropriate contacts within the clients’ company of the details of this agreement. |