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HomeMy WebLinkAboutRESPONSE - RFP - P687 TRAVEL MANAGEMENT SERVICESI -I I WU N91SIA10 ONisrwaynd CORPORATE TRAVEL MANAGEMENT PROPOSAL FOR CITY OF FORT COLLINS Submitted by: CHOICE TRAVEL 8t CRUISE, INC. A TRAVEL MANAGEMENT COMPANY SINCE 1966 (0o90 2 � �SoR zzf�� 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... _ --------------------------------------------------------------- --------------------------------------------------------------- --------------------------------------------------------------- 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. C� r unm!= 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.