MAG 15 03 Travel - Supplier Offer Questionnaire
Travel Services
SECTION 1 – BOOKING PROCESS
(25% weighting of Quality Section)
1.1
Name of organisation:
1.2
If appointed, would there be a single account manager and a dedicated team / and or
primary agent for your contract with MAG:
1.3
Please provide a copy of an organogram for the Team MAG will be dealing with,
including the route of escalation of any issues
1.4
Please identify the skills/experience of the team that will be dealing with MAG, including
any relevant qualifications held?
1.5
What are your standard opening hours? MAG operates between the hours of 9am5.30pm Mon-Fri; however, preference will be given to supplier who can offer their
regular service on phone and email up to 6pm UK Time Monday to Friday.
1.6
Do you offer a 24 hour emergency service and if so would there be charge to MAG for
accessing this service? If so, please detail the charges applicable and please identify if
this is outsourced or an in-house managed service?
1.7
Do you have a separate department for changes and cancellations or are all agents
trained to deal with these requirements? Please detail
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MAG 15 03 Travel - Supplier Offer Questionnaire
Travel Services
1.8
Are all your agents able to book all services you offer i.e. One agent able to book flights,
hotels, rail or do MAG have to deal with separate departments?
MAG would prefer one point of contact.
1.9
Do you take bookings by telephone, email and online? Where you have an online
booking service, please provide a demonstration link and log in for MAG to assess the
service. Please outline any key features or advantages where relevant. Please include
where MAG can add travel policy rules into the booking tools.
Note – MAG primarily use telephone and email to make bookings at the present time.
1.10
MAG manages travel costs by holding flights for as long as possible before confirming
airline tickets, minimising changes and cancellations. Please can you outline how you will
support MAG with this initiative?
1.11
What are your Key Performance Indicators for the following
Number of Working
response times to MAG requests:
Hours:
Response time to New Requests
Response time to changes and cancellations of existing tickets
Response to requests for information
SECTION 2 SERVICES – FLIGHTS
(20% weighting of Quality Section)
2.1
Please detail all the charity fares you can offer including carriers. Can they offer long
deadlines, excess baggage and increased flexibility? What charity fares can you offer and
on which carriers?
2.2
Can you book low cost carriers both in the UK and abroad? Please detail.
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MAG 15 03 Travel - Supplier Offer Questionnaire
Travel Services
2.3
Would you liaise directly with airlines on our behalf for ad-hoc requests such as excess
baggage, lost baggage and refunds where applicable?
2.4
Would you manage corporate frequent flier accounts on our behalf i.e. automatically link
bookings to any corporate frequent flier numbers?
2.5
Do you issue auto notification emails when held bookings are due to expire? Note, this is
an important service to MAG.
2.6
Do you highlight when a charity letter (or any extra documents) are required for the
flight?
2.7
Do you have a tool that MAG can view traveller profiles online? If so, please provide a
demo link or screen shots of the service if a link is not available.
2.8
Are you able to make standardised messages on some bookings (when MAG instructs) to
appear on the Itinerary if necessary?
SECTION 3 SERVICES – HOTELS
(10% weighting of Quality Section)
3.1
Do you have direct contracts with hotels worldwide or do you book through other hotel
providers? Please detail.
3.2
If a specific hotel is unavailable through your usual channels are you prepared to contact
the hotel directly and pre-pay the reservation on MAG’s behalf?
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MAG 15 03 Travel - Supplier Offer Questionnaire
Travel Services
3.3
Can you offer flexible –terms on hotels (cancellable/changeable)? Please detail.
3.4
Do you outsource the booking of the hotel service, if yes, please give the details of your
partners?
3.5
Do you have an online tool for booking hotels? If so, please provide a demo link or screen
shots of the service if a link is not available.
3.6
How do you ensure the quality of the hotels you offer to MAG?
SECTION 4 SERVICES – VISAS
(5% weighting of Quality Section)
4.1
Do you have a dedicated visa department and where is it located?
4.2
Where national authorities permit, can you lodge a visa on our behalf, so the traveller
does not need to present in person?
4.3
Will your visa department provide assistance and updates at all stages of the visa
process? Please detail
4.4
Do you provide a reviewing/checking service of visa documentation to ensure that all the
necessary information has been provided and the correct documentation is available
prior to lodging with the relevant visa authority?
4.5
Do you outsource the visa service, if yes, please give the details of the subcontractor?
4.6
Do you have an online Visa database detailing visa requirements for different
destinations? If so, please provide a link to the website.
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MAG 15 03 Travel - Supplier Offer Questionnaire
Travel Services
4.7
MAG currently operates in the following locations. Please identify the visa arrangements
for the following countries / nationalities.
Country
UK
Non-UK Residents
Advisory Services
Residents
(please list the Nationalities you
available?
Y/N
can process if available)
Angola
Cambodia
Chad
Democratic
Republic of
Congo
Northern
Iraq
Lao PDR
Lebanon
Mali
Myanmar
Senegal
Somalia
Burkina Faso
Mauritania
Libya
Sri Lanka
South Sudan
Vietnam
SECTION 5 SERVICES - TRAINS
(5% weighting of Quality Section)
5.1
Do you provide an online train booking tool? If so, please provide a demo link and a log
in to view the site.
5.2
Will train tickets be delivered to our offices or will travellers have to pick them up from
the station?
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MAG 15 03 Travel - Supplier Offer Questionnaire
Travel Services
If you can provide a delivery service, please detail how this will work.
If tickets must be collected at the station, what will the traveller need to be able to
collect the tickets and can they be collected by someone else on behalf of the traveller?
SECTION 6 – Quotation Procedure
(5% weighting of Quality Section)
6.1
Please provide quotes with multiple options (where practical) for the following requests.
MAG will assess the quotations for ease of reading and format as well as the details
provided. Please note, we would expect the below information to be included as
standard in all quotes:
- Total Cost
- Change/cancellation fees applicable
- Baggage allowance
- Fare Type
- Visa requirements (if applicable)
- Duration of time the quote can be held before confirming
- Air Line
Quote One:
Passenger: Mr Jean Bernard (French National)
 NTE - MAN on 16/04/2015 (afternoon/evening)
 MAN - BKO 19/04/2015
 BKO – NTE 30/07/2015 (Flexible ticket as return is likely to change)
 The passenger will be carrying 40Kgs of baggage for the duration of the journey
Please provide a full quotation as an annex including a sample copies of all documents
that would be provided during the booking process:
6.2
Quote Two:
Passenger: Mr Mark Thomas (British National)
 MAN – GVA on 27/4/2015 (morning arrival)
 GVA – Man 30/4/2015 (afternoon/evening departure)
 Hotel near United Nations Office at Geneva (Palais des Nations, 1211 Genève)
 Please provide charity fare option
Please provide a full quotation as an annex including a sample copies of all documents
that would be provided during the booking process:
SECTION 7 –FINANCIAL PROPOSAL
(15% weighting of Quality Section)
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MAG 15 03 Travel - Supplier Offer Questionnaire
Travel Services
7.1
Will you offer any rebate to MAG over the agreement period? If so, please detail how the
arrangement would work, including volume / spend target, value of rebate, payment
schedule and if the rebate will be applied to all years of the agreement.
7.2
Are you able to record MAG internal finance codes against each booking when a booking
is made? This is for ease of invoice processing and reporting at MAG?
7.3
Are you able provide consolidated invoices on a fortnightly basis? Please provide a
sample format of your invoice. MAG would prefer MS Excel format for the booking
details.
SECTION 8 – MANAGEMENT INFORMATION
(10% weighting of Quality Section)
8.1
Are you able to provide a variety of reports such as the below to help MAG manage our
travel spend more effectively?
Below are the types of report that MAG currently require.
 Monthly reports showing the number of transactions and the total expenditure
for flights/visa/hotel/rail.
 Monthly reports split by country of operation including the number of
transactions and the total expenditure for flights/visa/hotel/rail.
 Monthly reports showing total spend by airline/spend by fare type/top
destinations and passenger numbers by airline.
 Monthly fare savings report highlighting instances where a cheaper fare was
offered but a more expensive option was chosen for the same route.
 Monthly report showing change/cancellation fees incurred.
 Monthly C02 emissions report for air and rail.
 Quarterly data on the number of transactions and expenditure split by HQ and
overseas bookings for the current business year compared to the same quarter
the previous business year.
Please detail if you able to provide the above reporting, including how MAG will be able
to access or will be sent the information?
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MAG 15 03 Travel - Supplier Offer Questionnaire
Travel Services
8.2
Please provide a sample copy of any reports that you would be happy to provide MAG
with on a monthly basis.
SECTION 9 - OTHER BENEFITS
(5% weighting of Quality Section)
9.1
Please outline any other benefits or value added services you feel your organisation can
offer to MAG which have not been covered above.
ENCLOSURES
Please list all additional information/documents provided.
Name of Document Enclosed
DECLARATION
I declare that to the best of my knowledge the answers submitted in this questionnaire (and any
supporting documentation) are correct.
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MAG 15 03 Travel - Supplier Offer Questionnaire
Travel Services
I understand that the information will be used in the evaluation process to assess my
organisation’s suitability to be included on MAG’s select list of suppliers for the categories
indicated.
Form Completed by
Organisation Name
Name
Position
E-mail
Signature
Date
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