HomeMy WebLinkAboutRESPONSE - RFP - P687 TRAVEL MANAGEMENT SERVICESI -I I WU
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CORPORATE TRAVEL
MANAGEMENT PROPOSAL
FOR
CITY OF FORT COLLINS
Submitted by:
CHOICE TRAVEL 8t CRUISE, INC.
A TRAVEL MANAGEMENT
COMPANY
SINCE 1966
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CORPORATE SERVICES
COMPUTER STORED CLIENT PROFILE
Each traveler will complete a personal preference sheet providing Choice Travel & Cruise,
Inc. with travel related information. Information is then stored in a computer reservation
system called a client profile. Each file is permanent and is integrated into the traveler's
reservation. Profiles are reviewed and updated on a quarterly basis or as needed
to ensure quality personal service to travelers.
COMPUTER RESERVATION SYSTEM
Choice Travel & Cruise, Inc. is equipped with the Amadeus Computer Systems.
Through the use of these systems, our professionals are able to search and find the lowest
available airfares at the time of booking. Our system provides instant availability and
confirmation on over 6,700 airline, 20 car rental companies with over 5,000 locations, more
than 15,000 hotel properties and Amtrak.
WORKSTATIONS
Each state -of -the are workstation enables your Personal Travel Consultant to store
information regarding the City of Fort Collins policies and procedures, as well as personal
traveler information. Corporate billing numbers, frequent flyer numbers, airplane seating
and meal preferences, are already in the system at the time of the reservation. These
workstations are equiped to fax directly to your offices the itinerary and details of travel for
your personal review prior to the issuing of the tickets. With these workstations, your
Personal Travel Consultant can get straight to the point - Your business needs.
TRAMS INTERFACE WITH THE CRS
Choice Travel & Cruise, Inc. utilizes the Trams Airline Accounting Program located in the
office for a direct interface with the Computer Reservation System to capture all accounting
elements necessary for producing passenger reports and summary data.
CHOICE TRAVEL & CRUISE, INC.
CORPORATE SERVICES
REPORTING CAPABILITY
Choice Travel & Cruise, Inc. will provide your company with detailed management reports
custom designed to your requests and specific needs. Each report can be issued at your
convenience: monthly, semimonthly, quarterly, semiannualy or annually. In addition to the
specified minimum reports in your proposal request of:
a. Itemized, monthly, travel reports for City representatives including:
(1) The Travel Authorization number for the travel documented.
(II) The full name of each traveler, ticket number, travel dates, and transportation
charges by mode of travel.
(III) Lodging and rental vehicle charges.
(IV) Exceptions to policy, rates, carriers, and lodging refused by traveler.
Official transportation services reserved or purchased with the City's credit card account
must be included, to the extent possible, in management information data reports required
under contract. The contractors must reconcile credit card billing and contractors's billing.
c. Annual usage reports containg a summary of the monthly reporting
Below are brief descriptions of reports also available, but the City of Fort Collins is not limited
to these reports only:
Dollar Savings Report: This report indicates the difference between actual fare purchased and
the regular fare. Other information includes traveler name, date of ticket issue, travel dates and
reason for discount fare or extra expense.
Car Rental Analysis: This report provides the traveler with information regarding frequently
used rental agencies. Car size, rental rate, traveler name, dates of rental and location are
reported.
Hotel Analysis: This report provides the traveler with information regarding hotels used. Hotel
rate, number of nights stayed, dates of stay, traveler name, hotel location and confirmation
number are all reported.
Air Travel Analysis: This report describes the fare paid and the restrictions that applied at the
time of booking. Also reported are cities of travel, carrier used and traveler name.
With the rising cost of airfare, hotel rooms and car rentals, a reporting system is necessary in
tracking the use of cost effective travel management services. By utilizingour reporting system
to set up policies, enforce current procedures and track spending and common travel patterns,
expenses are much easier controlled and reduced.
CHOICE TRAVEL & CRUISE, 114C
INTERNATIONAL SERVICES
INTERNATIONAL TRAVEL
International travel requires expertise in pricing, geography, routing and numerous other
skills. To ensure professional, accurate and efficient service for our international clients,
Choice Travel & Cruise, Inc. has designed exclusive International Desks.
After tracking international travel patterns and examining the number of trips taken over-
seas, Choice Travel & Cruise, Inc. will negotiate discounted fares on behalf of our clients,
if volume permits. Also, consolidators may be used in purchasing discount airline tickets.
INTERNATIONAL RATE DESK
To ensure we procure the lowest available international fares, Choice Travel & Cruise, Inc.
utilizes the industry's most sophisticated quality control resource, the Corp -net International
Rate Desk (IRD).
RATE QUOTE
Our specialist will examine your fixed itinerary and give you the best fare applicable for your
special needs, provide you with researched alternate routes to save the City of Fort Collins
time and money. It is crucial that complex international itineraries allow for proper rest,
accommodations and flexibility to ensure peak performance in important meetings.
PASSPORTS/VISAS
Choice Travel & Cruise, Inc. will assist your travelers in obtaining passports and visas for
international travel. A passport camera is on premises, along with passport applications
and visa applications to speed the application process. There is no charge to the city for
the pictures when the traveler is arranging their international travel with our office. There
also is no charge for our consultants to make special arrangements for expediting the
documentation other than the postoffice normal charges.
CHOICE TRAVEL & CRUISE, INC.
CORPORATE SERVICES
HOTEL DISCOUNTS
Choice Travel & Cruise, Inc. has access to the lowest hotel rates of any travel management
firm. Through our affiliations, we can offer a special hotel rate program to our clinets. They
are between 20% and 50% below rack rates and 10% to 20% below the standard
corporate rates. This adds up to big savings if this program is actively used by the travelers.
Our agents know to look for these special hotel locations and make you aware of them. We
will provide as many pocket hotel guides as your company requires. This Special Hotel Rate
Program is another tool used by Choice Travel & Cruise, Inc. to manage travel costs. As an
authorized travel provider for the State of Colorado, our office also has access to the
government rates should they prove to be more economical than our own hotel rate program.
RENTAL CAR DISCOUNTS
Through our Corp -Net affiliation and negotiations, Choice Travel & Cruise' clients receive
discounts with Dollar Rent a Car and National Car Rental. Choice Travel & Cruise will
negotiate rates on the City of Fort Collins' behalf with any car rental agency they feel would
better suit their needs.
Rental CARS AND LODGING AT GOVERNMENT RATES
Choice Travel & Cruise, Inc. is authorized to provide services to the State of Colorado and a
copy of the authorization follows this page. As such authorization is provided our agency is
able and willing to provide rental vehicles and lodging at discounted government rates should
they prove more economical than our above listed rates.
Y2K Compliance
Choice Travel & Cruise, Inc. has assessed the Y2K compliance status of the three vendors
who supply them with the systems now in use in the office at 3501 South Shields. All three
vendors have assured Choice Travel & Cruise, Inc. of their progress toward the Y2K
compliance and the upgrades which will be forthcoming prior to the end of the year 1999.
STATE OF COLORADO
GENERAL SUPPORT SERVICES
DIVISION OF CENTRAL SERVICES
225 East 16th Avenue, Suite 800
Denver, Colorado 80203
Phone: (303)866.3970
Fax:(303) 894.2375
Roy Romer
June 29, 1998
Governor
Department of Personnel
Andre N. Pettigrew
Executive Director
Attn: JAMES V. MUCKLOW
Richard Malinowski
CHOICE TRAVEL & CRUISE
Division Director
3501 S SHIELDS AVE
FORT COLLINS, CO 80526
Dear JAMES V. MUCKLOW,
The Statewide Travel Management Program has authorized your travel agency for services to the State of
Colorado and its agencies and institutions of higher education. I have included your travel agency information
as it will appear in our travel agency listing. Please carefully review the information concerning your travel
agency and make sure everything is correct. Please do so immediately. If you would like for us to include a toll -
free number or would like to provide additional information concerning special features your agency offers,
please add them to the information below and return them so we can add them to our directory update. We do
not intend to include your ARC number in our final listing. Here is your travel agency information:
FEIN: 84-1188874 t:FlU1GC I KAVCL 6 UKUISC
ARCH` 06818055 JAMES V. MUCKLOW
Main office: Y 3501 S SHIELDS AVE, CO 80526
Fax: 970-225-5509 small business
Tol lhee: 800-283-6080
E-mail:
INFOOCHOICETRAVELSYSTE
Above agency provides: You have up to 240 characters (including spaces) to describe your distinctive services... _
---------------------------------------------------------------
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Please remember that we do not guarantee any additional business to State -authorized travel agencies.
Marketing your travel agency to State agencies and institutions of higher education is your responsibility. Prior
to issuing tickets for official State travel, an agency must notify our office in writing that it wishes to use your
services. My office will then instruct Diners Club to issue a ghost card number for your travel agency to use for
that particular State agency. Each ghost card number is unique to one travel agency and to one State agency.
One of the RFQ requirements is that newly -authorized travel agencies must receive training prior to the issuance
of Diners Club ghost card accounts. We will soon notify you concerning opportunities for training and marketing
to State agencies. We look forward to working with your agency.
Sincerely,
7&%M ZUi:laaa
Norm Wilson c:ltakfsI98y.doc
Supporting The Business of Colorado State Government
CORPORATE SERVICES
EMPLOYEE SELECTION
Choice Travel & Cruise, Inc. hires Travel Consultants with no less than two years
experience in an IATA approved office with "hands on" experience on a CRS. They are
hired on a three month probationary period to demonstrate their ability and expertise in
providing the service we expect and need. Persons hired with no experience and/or travel
training only are not considered 'Travel Consultants'. They are hired on a three month
probationary period and a two year internship under the guidance of one of our
professional Consultants. Their basic duties at that point will be answering and directing
phone calls, taking messages, delivering tickets, filing travel related matter, and going
through a rigorous training procedure. Basic and advanced training on the computers is
obtained at a training center in Texas which they must agree to attend at various periods
during the first two years.
CONTINUING EDUCATION
Choice Travel & Cruise, Inc. Travel Consultants are encouraged and expected to attend
classes and seminars throughout each year to develop and improve their skills and
knowledge of both the technology and the locations with which they must work. In part,
these are provided by the Amadeus training sessions lasting from one to five days, ASTA's
CompUSA programs and CTC courses held locally and throughout the world where they can
work on credits to obtain their CTC Certification.
Funds are set aside each year to assist in the Internees and Travel Consultants further
education in the travel industry. The accomplishments and time spent by the individual is
noted during the employee evaluation conferences.
CHOICE TRAVEL & CRUISE, INC.
CORPORATE SERVICES
TICKETING FEES
As stipulated in the City of Fort Collins Travel Management Services Request for Proposal,
Choice Travel & Cruise, Inc. shall not charge additional ticketing fees or charges over and
above the cost of the tickets providing the airlines remain at the 8 percent capped
commission to travel agencies. If commissions decline, Choice Travel & Cruise, Inc. will
assess a ticketing fee of $3.00 per percentage of decline. In other words, at 7% commission
the ticketing fee would be $3.00 per ticket, at 6% commission the ticketing fee would be $6
per ticket and so on.
Ticket exchanges requested by the traveler will carry a $10 ticketing fee.
Coupons or credits from the airlines applicable toward reducing the fare of the traveler
require additional procedures by the ticketing agent and will carry a $10 ticketing fee.
If the traveler makes three telephone calls after the reservation is completed for any particular
trip to change or inquire about changes or reconfirmation of arrangements, there will be a $3
fee for the third call and any thereafter.
CHOICE TRAVEL & CRUISE, INC.
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PROPOSAL NO. P-687
Signature below verifies vendor response to proposal
and acknowledgement of ADDENDUM No. 1
Vendor: NEW HORIZONS TRAVEL
1025 East Swallow Rd
Fort Collins, Co. 80525
Telephone: 223-7400 Fax: 225-0538
By: DALE CLARKEN A6(?i oe-�
Title: President
TABLE OF CONTENTS
Part I. Agency Background..................................................... 1
A. Personnel Qualifications & Responsibilities ......................... 2
B. Staff Backup & Support ................................................ 4
C. Professional Affiliation and Consortia ............................... 5
D. Equipment.......................................................... 5
Part II.
Services & Transportation
A.
Airlines Services .....................................................
7
B.
Car Services..........................................................
8
C.
Hotel Service..........................................................
9
D.
Management Reporting ..............................................
9
E.
24 Hour Travel Helpline.............................................
10
F.
Education..............................................................10
G.
Meeting and Incentive Planning ....................................
11
H.
Leisure Travel Assistance ...........................................
11
Part III.
A. Implementation........................................................ 12
B. Quality Assurance..................................................... 12
C. Volume & Service Experience ....................................... 14
D. Ticket Delivery .................................................... 14
E. Value Added Options ................................................ 15
Part IV.
A. Summary .............................................................. 15
PART I
I. AGENCY BACKGROUND
New Horizons Travel is an 18-year-old Colorado corporation with offices in Denver,
Fort Collins, Greeley, and Loveland. We are one of the largest locally owned travel agencies in
Colorado. New Horizons is a commercially oriented travel management company currently
servicing accounts in several different states.
We were ranked 162nd in revenue for Colorado based private companies in the
September 1997 issue of Colorado Business Magazine. In addition, New Horizons Travel
ranked as the 15th largest Denver area travel agency in the February, 1996 issue of the Denver
Business Journal. We are the largest privately owned travel agency in Northern Colorado as
ranked by The Northern Colorado Business Report in their May, 1996 issue.
While New Horizons Travel is a high volume agency, our agency's primary objective is
to furnish our customers with the best possible service at the best possible price. We take pride
in our name, and the fine reputation we maintain with our clients. Some of the benefits of using
our services are:
Ouality Control - We have dedicated quality control personnel and automated quality control
procedures.
Airline Service - New Horizons has the ability and the experience to negotiate corporate
discounts and to upgrade travelers. Lowest airfare is guarantee on all reservations, based on
your travel policy guidelines. We have a priority status with most major airlines.
Car Rental Service - We have the ability to negotiate domestic and international corporate rates.
Hotel Corporate Rate Directory - Low hotel rates at over 11,000 properties worldwide.
24 Hour Travel Helpline - 24 hour, 7 days a week, 365 days a year after hours travel service.
1
James B. O'Neill II, CPPO
Director of Purchasing & Risk Management
City of Fort Collins
256 W. Mountain Avenue
Fort Collins, CO 80522-0580
Thank you for the opportunity to reintroduce Choice Travel & Cruise, Inc and our Travel
Management Services. Over the past 31 years, Choice Travel & Cruise, Inc. has grown
to be a strong, reputable force in the travel industry.
With offices in Fort Collins and over 350 affiliated offices nationwide, we have the experience
and technology needed to provide our clients with the best in travel management services.
Ranked in the top travel management firms in the Front Range, Choice Travel & Cruise,lnc.
knows what it takes to be successful in this competitive industry.
Choice Travel & Cruise will take every step possible in making certain that the needs of your
travelers are met and we will help you manage your travel expenses by constantly finding ways
to save your company money.
Again, thank you for your time. If you or any of your associates have questins regarding the
information in this proposal, please do not hesitate to call me. We would look forward to
serving you and your travel needs.
Sincerely,
v
)almesV Mucklow
President
Worldview Information Service - Worldview TripPlan is a custom, time sensitive travel
document that makes corporate travel more efficient and cost-effective. Worldview covers over
150 destinations and offers over 140 categories of interest.
Travel Management Reports - We can produce reports in both summary and detail by Division,
Department, Cost Center, Project Number, and Traveler tailored specifically to meet your
needs. We can provide this information not only on standard report paper, but also on computer
diskette.
A. Personnel Qualifications & Responsibilities
New Horizons Travel has assembled a group of highly qualified personnel. All are
experienced in handling high volume corporate travel. The following is an overview of the
personnel involved in this contract:
President: Dale Clarken, the owner of New Horizons Travel, has ei t years of experience
in managing corporate travel. Dale is a graduate of Colorado State University with a degree in
Industrial Construction Management. Since entering the travel industry, he has continued his
education as a Certified Travel Consultant.
Vice President: Jill Burge, manager of New Horizons, is a graduate of the University of
Nebraska with a degree in Business Administration. Jill has also continued her education by
attending various travel seminars in order to keep pace with this ever -changing industry. She
has been with New Horizons Travel for seventeen years.
Jill will act as the Account Manager and her duties will be as follows:
1. Shall work closely with your Accounting Manager and travel planners.
2. Shall compile and submit the management reports required by this contract.
3. Shall oversee all educational programs for your travelers.
4. Shall supervise the senior corporate travel agent, quality control agent, and account
controller to insure that quality, professional travel services are being given.
5. Shall oversee the overall quality performance of this contract.
2
Site Supervisor/Senior Corporate Travel Agent: Kelly Weaver has had extensive experience as
a corporate travel agent and is currently a corporate supervisor for our organization. Kelly has
over seventeen years of experience in the travel industry. She has been with our company for
thirteen years. Under this contract her duties would be:
1. She will be the main contact for your travel managers.
2. Shall implement and supervise all programs as directed by the account manager.
3. Kelly will assist in making travel arrangements and in issuing travel documents.
4. Shall supervise the staffing of onsite travel agents.
5. Shall manage all meeting and incentive programs.
Quality Control Agent: Andrea Pendolino has over ten years of experience in the travel
industry. She has been a corporate travel agent handling large corporate accounts for 7 years.
Andrea shall oversee the quality control plan.
Corporate Travel Agent: Mary Birdsell has handled corporate travel for ten years. She also
has completed various domestic and international training programs. She will be one of the
contacts for your travelers and her duties will be as follows:
1. Mary shall make travel arrangements, providing prompt, friendly accurate service at the
lowest possible rate.
2. Shall prepare for issuance of travel documents, including tickets, itineraries and other
necessary items.
3. Shall input necessary information for management reports.
Account Controller: Maxine Hall has sixteen years of invaluable experience in travel agency
accounting. Ms. Hall's formal training was at Rocky Mountain Business College. Maxine will
be responsible for:
1. Shall prepare invoices and statements.
2. Shall assemble data necessary to provide you with the required management reports.
3
Please note that at the time of preparing this proposal, the previously mentioned
individuals are available to service this contract. Changes can occur to job descriptions and
functions prior to starting this contract.
B. Staff Backup & Support
New Horizons has on staff in Colorado, 23 travel agent personnel that will be available
to cover for illness, vacation or any other emergency. Replacement staffing can be covered
with less than an hours notice. You will have the right to approve which agents are used for
backup staffing.
Even after our regular business hours, you will still have access to the professional,
courteous service you expect. Highly trained reservation agents provide service that is available
toll -free from countries around the world. We provide toll -free telephone numbers that you can
call at any time; night or day to change your travel plans or make new reservations. On each
travel itinerary will be a toll free phone number to contact us during business hours and another
one to contact our Helpline after business hours. Cards with the Helpline phone numbers will
also be provided to your travelers. All the traveler has to do when calling is to give their name
and the travel agency. The Helpline agent will have access to your itinerary and profile. The
agent will be able to make any changes that are necessary, immediately.
We also have 24-hour emergency service locally via our Corporate Emergency Message
Center with an agent on call at all times. You must give your name, phone number and a brief
message; then an agent will get back to you within 15 minutes.
2
C. Professional Affiliation and Consortia:
New Horizons Travel is a member of Travelsavers. Travelsavers is the largest network
of independent travel agencies in the United States with over 2000 members and a combined
sales volume of $5.5 billion. They have a strong central organization staffed by travel
professionals who support, train, and coordinate programs for our agency. They make available
a 24-hour travel helpline, a corporate rate hotel directory, car rental discounts and the
centralized purchasing power of a network.
We are also a member of the Worldwide Independent Network. WIN is an association
of over 6000 independent travel agencies located throughout Canada, Europe and the United
States. WIN agents have banded together to provide their clients the finest international service
and products available in the market place.
As a member of ASTA (American Society of Travel Agents), we are sworn to a code of
ethics that requires us to keep our professional standards very high.
Additionally we are a member of the Bell Travel Systems (over 700 offices nation wide
giving us preferred status with over 50 industry vendors), C.L.I.A. (Cruise Lines International
Association) and a STAR agency for American Airlines & Outstanding Sales Agency with
United Airlines.
D. Equipment
New Horizons Travel's reservation system is capable of providing advance seat
assignments and issue boarding passes on all major airlines. With SABRE computer
reservation system, you are getting the world's most powerful and largest commercial real-time
system anywhere in the business world. But perhaps even a greater importance is the
knowledge that, no matter how complex or unique your travel needs may be; we have the
ability to help meet each and every need.
SABRE is constantly looking for new tools, technology and services that makes us more
efficient and productive. We have instant access to up -to -the -second schedules and rate
information on travel suppliers in nearly every country in the world. More than 700 airlines,
27,000 hotel properties, and over 60 car rental companies support our system, therefore helping
us maintain a competitive edge in this ever changing world of travel technology.
5
SABRE is one of the leaders in the industry that developed the Direct Connect to all
major airlines. Thus last seat availability can be obtained on all these major airlines.
II. SERVICES & TRANSPORTATION
New Horizons Travel shall furnish full travel agency services including but not limited
to making reservations for all commercial modes of transportation, lodging, rental vehicles, and
meeting planning services. All such services shall be accomplished in conformance with the
City's travel policy.
Through its electronic filing capability, SABRE allows us to store information about
your company and each traveler and his or her preferences. We can store full details of seat and
special meal requests, preferred cars and hotels, frequent flyer, frequent quest and frequent
renter membership numbers and other information in a unique traveler profile. When making a
reservation we automatically use this profile, saving you time and ensuring completeness and
attention to details.
You will have the ability to fax reservations, electronic mail reservations, or to simply
call the corporate travel agent. Reservation forms will be provided for faxing reservation and
templates for electronic mail. One corporate travel agent will be assigned as the primary
contact person. Average response time to your travel request is 30 minutes.
All travel itineraries will be processed by our Quality Control department, which will
verify every domestic and international air rate.
New Horizons will process all changes and/or refunds for the City with charges as
follows:
Exchanges $10.00 per ticket
Refunds $15.00 per ticket
Travel documents will be delivered once a day, or whenever an emergency situation
occurs. Electronic tickets will be utilized when ever possible.
G
A. Airline Services
1. For many companies, travel and entertainment represents the third largest controllable cost
of doing business. As travel professionals, we understand that providing the best value for the
City's travel dollar is one of our most important responsibilities. It's also one of the reasons we
guarantee the lowest available and applicable airfare.
We have access to highly automated tools that locate the lowest applicable fare for your
specific travel agenda. These include pricing features that save you money by securing the
lowest fare available at the time we book your itinerary, as well as features that can suggest
alternatives to your itinerary that would result in a lower fare (Bargain Finder Plus). There's
even a feature that automatically checks for a lower fare right up to the time you travel
(ReCheck). All travelers will be given alternative flight schedule options, such as lowest price
or most direct routing. Exceptions will be noted when the lowest applicable airfare is not
accepted.
2. We will provide advance seat assignments, boarding passes, and last seat availability on all
major airlines. Since we know exactly what type of airplane is scheduled to be operated for the
flight, we can view seat maps showing the cabin layout, to help you choose the seat that best
meets your needs. Direct Connect gives a direct, on-line link with many of the airline's own
computer systems. This means that instead of working from information that was accurate
when the system was last updated, we can enter the airline's own computer system to secure you
a seat.
If a seat assignment is not available to be confirmed at the time of booking the reservation,
the airlines do release seats 24 hours prior to departure, and can be obtained at this time. If the
seat still cannot be confirmed at this time, we advise the traveler to check -in a minimum of 1 to
1 1/2 hours in advance of the scheduled departure. The seats are entirely under airport control
and the airlines usually have 10% of the assignable seats released at this time. If the airline will
not release a seat at this time, we advise you to demand a seat since you do have a confirmed
reservation, and it is the airline's responsibility to ask for volunteers to give up seats for
compensation. Any ticket we issue will guarantee a seat on the particular reservation as long as
the traveler checks in for the flight in the required amount of time.
7
3. There will be frequent verification of fare rates before traveler's departure date for all tickets
issued. In the event an airline reduces fare rates, New Horizons Travel shall reissue tickets at the
lower fare. See our quality control section for details.
4. Lost Luggage Control will assist in finding your travelers loss luggage. Each traveler could
be given custom-made luggage tags that instructs the finder to call a toll -free number.
5. When ever possible New Horizons will negotiate city pair discounts and/or corporate volume
discounts with all interested airlines.
B. Car Services
With access to over 60 car rental companies throughout the world, offering more than 500
car types, we can book and confirm a rental car that meets your needs and budget. Whether
your need is for a minivan or an off -road vehicle, our reservation system enables us to compare
rates, mileage charges, service options, locations, and pickup/return times to find the car that's
right for you. The system provides up-to-the-minute availability information, as well as
comprehensive rate information, including corporate, convention, City, association and
promotional rates. Our system is linked on-line to the central reservation computers of the
leading car rental companies. This allows us last -car availability. The following are special
features made available to the City:
1. New Horizons will use the City discount rates negotiated if they exist. To compliment your
exiting programs, we will offer free Hertz Gold upgrades on Hertz, free Emerald Aisle
upgrades on National, and Rapid Action accounts with Budget. Special corporate discounts can
be obtained from any major car rental company.
With your approval, we will evaluate other rental car proposals from time to time to insure
you are receiving the best service and rates.
L;
C. Hotel Service
Our reservation system has direct access to the central reservation computers of a large and
growing list of hotel chains and general sales agents. This means that were able to confirm
your reservations and/or special room requests immediately and provide you with a
confirmation number. For comparison shopping, the system will display the lowest available
rate, as well as the type of room, distance from the nearest airport and other information you'll
need to make your decision. Special corporate or negotiated rates with certain hotel properties
are automatically applied when a reservation is made.
We will utilize City negotiated rates or New Horizons negotiated rates, which ever is the
lowest. We will supplement these rates with the following:
1. With the Worldwide Independent Network Corporate Rate Hotel Directory we can offer you
corporate and preferred discounts to nearly 10,000 hotels located throughout the world. See
enclosed booklet.
2. We will negotiate special rates not covered by the directory or where you utilize a particular
hotel frequently.
D. Management Reporting
New Horizons views management reports as information from previous bookings that
identify future savings opportunities. These management reports should be viewed as ways to
cut travel costs. All reports have the flexibility to be formatted to your specifications. The
reports are generated monthly in a timely manner. The account manager then reviews them
before being delivered to you. The account manager is available at anytime to help analyze the
reports with you.
We are also able to provide the complete data on diskette; enabling you to download it
into your computer. This saves you many man-hours key punching in the data manually and
insures greater accuracy in the data transfer.
E
New Horizons will provide all management reports as required in the proposal plus the
following reports:
1. A monthly narrative report identifying problems, recommending solutions, and suggestions
to enhance service.
2. A monthly sales summary report.
3. A monthly hotel and car report.
E. 24 Hour Travel Helpline
Even after our regular business hours, you will still have access to the professional,
courteous service you expect. Highly trained reservation agents provide service that is available
toll -free from countries around the world. We provide toll -free telephone numbers that you can
call at any time; night or day to change your travel plans or make new reservations. On each
travel itinerary will be a toll free phone number to contact us during business hours and another
one to contact our Helpline after business hours. Cards with the Helpline phone numbers will
also be provided to your travelers. All the traveler has to do when calling is to give their name
and the travel agency. The Helpline agent will have access to your itinerary and profile. The
agent will be able to make any changes that are necessary, immediately.
We also have 24-hour emergency service locally via our Corporate Emergency Message
Center with an agent on call at all times. You must give your name, phone number and a brief
message; then an agent will get back to you within 15 minutes.
F. Education
Continuous educational support will be provided to keep your travelers up to date. The
following areas of education will be offered:
1. Educational seminar for all personnel who are not familiar with travel.
2. An educational seminar for all international travelers covering such topics as passport & visa
requirements, travel advisories, custom limitations, and airport layout & location.
3. A bi-monthly business newsletter covering, trends, forecasts and topics of interest to
business travelers.
10
G. Meeting and Incentive Planning
New Horizons recognizes the special requirements of meeting and incentive travel. We
have people on staff having experience in arranging groups of 10 to 500 people. Since meeting
and incentive planning has some unique needs, the following is a partial list of the special items
we provide:
• Site selection assistance
* Cost surveys for destination evaluation
* Air travel & hotel reservations
• Arrival and departure list preparation
* Local transportation (car rental, limo)
• New Horizons onsite assistance
• Pre and post tour arrangements
• Rooming list preparation
* Catering services (meals, breaks, and receptions)
* Arrange entertainment, theme parties, and gala events
• Meeting room preparation including audio-visual arrangements
* Reports for all accounting and reconciliation
H. Leisure Travel Assistance
With the clout of our Preferred Supplier Program, we will provide discounts on travel
packages. Some of the many services our leisure staff can provide include:
* Specialty travel packages and tours (discounts when available)
• Cruises ($100 to $600 discounts)
• Discount airline coupons (subject to availability)
• Worldview information on destination
* Lowest possible price on air/car/hotel
* Frequent notification of last minute specials
11
Acknowledgment of receipt of Addendum No. 1 by Choice Travel &
Cruise, Inc.
Signed,
)ames
i�..�
PART III
A. Implementation
New Horizons' dedicated Account Manager will be in charge of the overall
implementation. The first step of implementation will involve meeting with the appropriate
City personnel to address the scope of work as indicated in this proposal. Preliminary elements
are as follows:
The first phase of implementation will involve meeting with appropriate City personnel
to address all the preliminary work required in setting up the travel program.
1. Confirm the City's objectives, policies and desired operational configuration.
2. Identify the key individuals who will initiate and manage the contract.
3. Reconfirm the schedule of subsequent implementation events.
4. Review the City's travel policy
5. Determine what booking procedures will be utilized.
B. Quality Assurance
New Horizons Travel has an established quality control program that is utilized for all
our commercial accounts. The program insures that all services are high quality, expedient, and
conform to the travel policy or contract of each account. Our program is supervised by our
quality control agent, Andrea Pendolino, who has over ten years of experience as a travel agent.
She will be responsible for the final check systems of each transaction.
First, we will make sure that all personnel involved with this contract become familiar
with your travel policy and contract requirements. Next, your travel policy is entered into the
Corporate Travel Policy Guidelines. This is a special interfaced software program that will read
each record to make sure the travel agent has not overlooked any items of your travel policy.
The travel agent will have to note any exceptions to override the program.
12
The travel agents will look for the lowest fares by using ReCheck. This is a Sabre
enhancement that automatically rechecks existing itineraries for lower fares. ReCheck will
continually check for the lowest fare right up until your traveler departs. The automatic rebook
option allows us to quickly take advantage of the less expensive seats when they open up.
In todays airfare changing environment there are too many possible combinations for an
agent to evaluate within an acceptable response time. This is where Bargain Finder Plus
comes in. It can, within 3 to 10 seconds, evaluate over 900 possible itinerary options for the
City. Bargain Finder Plus, audits previously created itineraries for new lower fares and
permits the agent to double check their efforts in determining if there are lower fares. This is
why we can guarantee the lowest applicable rate at time of travel.
In addition to the repeated checks for lower fares, the itinerary is checked three times by
the agents prior to delivery of the documents. Twice by the travel agent and once by the quality
control agent. These checks are to insure the accuracy and completeness of the itinerary before
delivery.
Another step of our quality control program involves a quality control questionnaire
form in every ticket jacket with the travel documents. This self -mailer can be completed by
your traveler and mailed to our office. These will be reviewed by the quality control agent and
account manager. If needed, we will correct any deficiencies found in the quality of service.
13
C. Volume & Service Experience
New Horizons Travel has extensive experience in handling high volume commercial travel
for major corporate clients. Our agency's air volume for 1997 was in excess of $8.9 million.
Our total gross travel sales for 1997 were over $12.8 million. We have had corporate accounts
whose annual volumes exceed $1 million. The following is a listing of some corporate
accounts:
Contact
Annual
Start
Account
Telephone
Sales
Date
Colorado State University
Bev Meyers
650,000
1981
970491-1446
Air Resource Specialist
David Dietrich
81,000
1986
907-484-7941
Atrix Laboratories
Leslie Simmons
320,000
1995
970482-5868
Hawkeye Information
Rick Burcham
96,500
1994
970-498-9000
Ayres & Assoicates
Diane
84,000
1997
970-223-5556
D. Ticket Delivery
Ticket delivery will be accomplished by courier to each City agency. Electronic
ticketing will be used when ever possible.
14
E. Value Added Options
Worldview Information Service - We at New Horizons Travel believe that the better a traveler
is educated and informed, a better traveler you will have. This equates into cost savings for your
company if a traveler can make more informed decisions on the road. With Worldview TripPlan
you will have information on airports, taxis, climate, foreign protocol, translation services and
more for your business traveler.
Airport parking - discount parking at Premier Parking near DIA
Baggage tags - laminated baggage tags to all travelers
Bi-monthly business traveler newsletter for each traveler
Lost luggage control - tags with phone number to call when luggage is found
Internet E-Mail - allows easy contact for your travelers
PART IV
A. Summary
First and foremost, New Horizons Travel's interest lies in earning your business by being
your partner in travel management services and to ensure you receive the best fares, the most
practical times & routings, and the highest expertise in the business. Our goal is to provide you
with consistently high levels of service. Having the staff we have on board, makes us
extremely proud of the work we perform. It is this dedication that sets us apart from our
competition.
We know that your success depends on the ability to satisfy your customer and keep control
of the increasing costs of doing business. That's why we're constantly working towards better
negotiated rates, and technology & services to make New Horizons Travel more efficient.
Because when you succeed, we succeed.
15
REFERENCES
CBW Automation -Contact: Dave Carson 229-9500
3939 Automation Way
Ft Collins CO 80525
Optimus Corporation -Contact: Eric Ringkjob 226-3466
155 East Boardwalk Drive, Suite 300
Ft Collins CO 80525
Colorado State University -Contact: Jackie or Laine 491-6242
Various Addresses on Campus
Innovative GIS-Contact: Frank Schriener or David Buckley 490-5900
Bankone Building
2000 South College, Suite 300
Ft Collins CO 80525
SEACOR-Contact: Janez 226-4040
4700 McMurry Drive, Suite 101
Ft Collins CO 80525
Engineering Data Management, Inc. -Contact: Barb Victor 204-4007
4001 Automation Way
Ft Collins CO 80525
AFFILIATIONS
Corp -Net International
International Association of Travel Agents (IATA)
Cruise Line International Association (CLIA)
Pacific Area Travel Association (PATA)
American Society of Travel Agents (ASTA)
Better Business Bureau
Fort Collins Chamber of Commerce
African Travel Bureau
Fort Collins Visitor and Convention Bureau
CHOICE TRAVEL & CRUISE, INC.
CORP-NET INTERNATIONAL
WORLDWIDE AFFILIATES
Choice Travel.& Cruise, Inc. is a stockholder in CORP-NET INTERNATIONAL.
Throught CORP-NET, we share a close association with over 50 other travel
management companies in over 300 locations around the globe who uphold the
same consistent standards. our clients can centralize bookings locally, yet have
their tickets delivered in over 70 cities. The City of Fort Collins may purchase or
change tickets at any of our affiliates throughout the world.
DISCOUNTS
CORP-NET INTERNATIONAL does a volume of more than $1.5 billion dollars in
travel every year. This creates tremendous negotiating strength with airline, hotel
and car vendors. For example, clients receive hotel discounts of up to 50% below
the normal rates and receive preferred treatment.
MEMBERSHIP
In order to be a Corp -net member, a travel management firm must be locally
owned and have a caliber of professionalism, service and financial strength that
sets it apart from all competitors. Our clients are receiving the best in professional
service while receiving the lowest fares and rates through Choice Travel & Cruise,
Inc. and their affiliates all over the world.
CHOICE TRAVEL & CRUISE, INC.
CORPORATE SERVICES
TRAVEL COORDINATOR FOR CITY OF FORT COLLINS
James Mucklow, President, Choice Travel & Cruise, Inc.
Founder in 1966 of the 'Rocky Mountain Travel King' agencies known as Denver Travel King,
Loveland Travel King, Greeley Travel King, Glenwood Springs Travel King and Boulder Travel
King. Founder in 1983 of Choice Travel Systems in Colorado with locations in Ft Collins,
Loveland, Boulder, Colorado Springs, Downtown Denver, South Denver at 1-25 and 225 and
Steamboat Springs.
1966-1998 Travel consultant -emphasis on corporate group travel incentives and group travel
all over the world.
Jim is available to see that all facets of the travelers for the City of Fort Collins are coordinated
and run smoothly.
TRAVEL CONSULTANTS ASSIGNED TO THE CITY OF FORT COLLINS
Roberta 'Jean' Miller
1986-1989 Travel Consultant at International Tours, Ft Collins CO, doing general corporate
and leisure travel.
1989-Present Travel Consultant at Choice Travel and Cruise, Inc. specializing in Corporate
travel, presently general manager of the agency. With twelve years of experience and nine
working in corporate travel, Jean's individual skills are exceeded by none in Ft Collins. Jean
currently averages between 80,000 and 90,000 in booked travel per month. Her accuracy
with details is the example we have used in setting our standards for our quality control.
Carol Jordan
1984 Attended Travel School preparatory to beginning a new career.
1984-1991 Travel Consultant at Rocky Mountain Travel King, Ft Collins CO
1991-Present Travel Consultant at Choice Travel & Cruise, Inc. Fourteen years as a Travel
Consultant in the city of Ft Collins have provided Carol with the expertise to book any mode
of travel requested by a traveler. Although Carol has the aptitude to book both leisure and
corporate travel, she much prefers to work with the corporate client. Carol's close attention
to details involved in completing her traveler's itineraries has enabled her to work closely
with Jean Miller in developing the quality control used for all travelers.
Jennie Baird
1987-1993 Reservationist at Continental Airlines, Denver Co.
1993-1995 Travel Consultant at Loveland Travel King, Loveland CO
1995-Present Travel Consultant at Choice Travel & Cruise, Inc. With eleven years",
reservations computer Jennie's speed at booking reservations and accessing vitakition
in the computer is amazing. Jennie could easily handle the entire City of Ft Collins travelers
each month by herself. Jennie is constantly alert for courses or schools which will enhance
her capability in reservations and a quick learner with great adaptability at the lessons to which
she is exposed
CHOICE TRAVEL & CRUISE, INC.
CORPORATE SERVICES
HOURS OF SERVICE
Choice Travel & Cruise, Inc. provides reqular hours of service from 8:00 a.m. to 5:30 p.m.,
Monday through Friday, and 9:00 a.m. to 1:00 p.m. on Saturday. Emergency services out-
side working hours and on holidays are covered by a 24-hour, toll -free telephone number of
a service which has access to our reservations and profiles to accommodate the client with
what ever request they make. This service makes notes of the name of caller, their request
and what was accomplished or not accomplished, and queues it into our office with the record
to be reviewed by our office on the next working day.
TICKET DELIVERY
Choice Travel & Cruise, Inc. guarantees ticket delivery upon request with a 30 minute rush
guarantee throughout a four mile radius of our office. If no rush delivery is necessary, tickets
will be delivered at your request per bid instructions, not later than 2 days nor more than 5
days in advance of scheduled travel date unless the traveler requests otherwise. Choice
Travel & Cruise, Inc. ticket deliveries go out to the travelers on a regular daily basis. Electronic
tickets for airport pickup are available on a number of the certificated carriers.
OVERNIGHT DELIVERY
Many times, overnight delivery is necessary, and some of our clients rely solely on over-
night delivery of tickets to office locations in cities other than where we have offices. Choice
Travel & Cruise, Inc. will send overnight ticket deliveries for the City of Fort Collins and have
the cost billed directly to the City of Fort Collins billing number.
ELECTRONIC TICKETING
Choice Travel & Cruise, Inc. has the ability with most major certificated airlines to book your
traveler's reservations and have the ticket waiting for them at the airport, eliminating the
need for ticket deliveries or misplaced tickets. This cabability is also necessary for changes
made while the traveler is already in another city or if the City of Fort Collins is flying some-
one in for business.
CHOICE TRAVEL & CRUISE, INC.
CORPORATE SERVICES
ERROR FREE SERVICE
As part of Choice Travel & Cruise, Inc.'s continual effort to provide our corporate clients
with professional, efficient and error free service, we have developed a 7 - step quality
control program to ensure our service standards are maintained. We find integrating
manual quality control procedures with our automated quality control applications is
essential in any effort to provide error free service.
MANUAL CHECKS
Our Manual Quality Control entails cross-referencing your computer reservations against
each printed ticket and itinerary to check for errors in flight, hotel or car segments before
the documents leave our office for delivery. The following are the minimum checks
performed for each ticket:
*Date continuity
*Car and hotel Confirmation numbers
*Correct seat assignment
*Traveler profile requests
*Special meal requests
*Proper international documentation
AUTOMATED CHECKS
*Accurate accounting infromation
*Waitlist information for lower fares
*Correct form of payment
*Frequent flyer numbers
*Notification of drop charges
*Boarding passes(when permitted -
many major airlines no longer allow
boarding passes prior to check in for
for security reasons.)
Choice Travel & Cruise, Inc. frequently uses FareScan to enhance our manual quality
control staff with difficult or cumbersome records. Automated quality control is an
effective tool in monitoring the following:
*Seat assignments
*Travel policy compliance
*Department or project numbers
*Employee identification numbers
CHOICE TRAVEL & CRUISE, INC.
*Waitlist clearance for lower fares,
other flights and better seat
selection.
*Itinerary continuity
CORPORATE SERVICES
FARESCAN
A third party auditor, not represented by any airline, automatically audits queued fares
24 hours a day to guarantee the lowest fare at the time of ticketing. Once a reservation
is held in the computer, FareScan "tracks" the fare for different charges. If a lower fare
is located, FareScan automatically books a reservation on that different flight or fare and
alerts our travel consultants that a lower fare is available.
FareScan also checks other carriers and connections within the traveler's parameters,
providing practical alternatives. Finally, FareScan will automatically clear waitlist
passengers by tracking the availability of open seats. FareScan enhances Choice Travel
& Cruise's Quality Control Program by checking every detail for consistency on each
reservation.
PERSONAL TRAVEL CONSULTANT
Roberta "Jean" Miller will be assigned to serve the City of Fort Collins travelers as their
Personal Travel Consultant. Carol Jordan and Jennie Baird will also be assigned as
backup consultants for busy times or in case your PTC is not available. Each of these
consultants have years of corporate travel experience and are easily able to book over
$90,000 volume in one month. Their resumes are enclosed.
Upon agreement, Mr Mucklow will arrange a "One on One" meeting between your travel
coordinator, the travelers and your assigned PTC, Jean Miller. This meeting will give the
travelers of the City of Fort Collins the opportunity to specify needs, discuss administrative or
accounting requirements of your office and to generally acquaint all parties involved in travel
planning. This meeting is another of Choice Travel & Cruise' ways of ensuring the best
personal and professional service possible. Getting to know each other and having a better
understanding of your travelers' needs from the beginning is very important in ensuring that
your travelers are taken care of in the manner they expect and deserve.
GUARANTEED RESPONSE TIME
Business travel is often urgent, and time is of the essence. Choice Travel & Cruise, Inc.
enforces a guaranteed response time policy. In the event your PTC is not available
at the time of your call, a 30-minute response time is guaranteed. Your PTC or one of
the backup consultants for your account will return the call within 30 minutes. The
same response time limit is enforced for fax or E Mail reservations and any other
situation demanding a response, unless otherwise agreed upon between your PTC and
your travel coordinator.
CHOICE TRAVEL & CRUISE, INC.