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HomeMy WebLinkAboutRESPONSE - RFP - P687 TRAVEL MANAGEMENT SERVICESAGGIE INTERNATIONAL Boulder/Fort Collins/Greeley August 10, 1998 James B. O'Neill II, CPPO City of Fort Collins Purchasing Division 256 West Mountain Fort Collins, CO 80521 Dear Mr. O'Neill, 307 South College Avenue Fort Collins, Colorado 80524 970/482-1235 970/484-6997 FAX Thank you for considering the enclosed proposal for Aggie TravelPOINTS (ATPI) to serve as the primary vendor to provide travel management services for the City of Fort Collins. ATPI appreciates the opportunity the City of Fort Collins has extended to us and we are offering the City our travel management services as outlined in the proposal materials. I believe ATPI offers four significant benefits to the City of Fort Collins now and in the future: ■ ATPI has a dedicated corporate department and personnel to handle your account. ■ ATPI has knowledgeable, experienced corporate travel agents. ■ ATPI has 40 years experience in providing travel services to corporate customers. ■ ATPI has negotiated pricing concessions and can offer exclusive airfare pricing to major U.S. cities. ATPI has a long history of providing unparalleled travel management services to the City of Fort Collins and we pledge to continue offering the best service possible. If you have any questions or need further information, please feel free to contact me at 482-1235. Sincerely, Ann M. James Owner/Manager 1745 15th Street 1350 College Avenue 1112 Oakridge, Suite 113 3632 B West 101h Street P.O. Box 2160 Boulder, Colorado 80302 Fort Collins. Colorado 80525 Bittersweet Plaza Boulder, Colorado 80306 303/443-2021 970/223-7999 Greeley Colorado 80634 303/442-2340 303/442-6246 FAX 970/223-1241 FAX 970/356-5080 303/442-2743 FAX 970/356-0844 FAX TWA Domestic Airfares Discount Program ■ 25% discount on all TWA Flights F25/C25/Y25 except non -stops to/from St. Louis. 15% discount on all other TWA published fares. ■ 10% discount on all non -stops to/from St. Louis TWA International Business Class Airfare Agreement From Denver to: one way MILAN $1725 LONDON $1925 BARCELONA $1600 MADRID $1600 PARIS $1600 LISBON $1600 ROME $1735 TWA Economy Class TWA International Discounts 20% discount on any published TWA international airfare TWA Negotiated Domestic Bulk Airfares ATPI has negotiated a domestic bulk airfare agreement with TWA for zones within the Continental U.S. Please see Attachment A for fares and rules. Continental Airlines Domestic Bulk Airfares ATPI has negotiated domestic bulk airfare agreements with Continental Airlines for tickets issued from Denver or Colorado Springs to destinations within the Continental U.S. A separate agreement has also been negotiated for bulk airfares into Central and South American on Continental. Please see Attachment B for fares and rules. Frontier Airlines Corporate One -Way Fares Frontier Airlines one-way corporate discount program. ATPI is authorized by the Statewide Travel Management Program to provide services to the state of Colorado and its agencies and institutions of higher education. (Please see attached contract). ATPI's volume travel clients include Colorado State University, the City of Fort Collins, Larimer County government, National Pet Care, Baker Instruments, Lobar, Busch Agricultural Research Institute, and Electrical Systems Consultants. 3.2. (Ib) Describe your company's ability to provide cost savings to the City with regard to routing options, travel incentives, and departure dates and times. Include additional enhancements and value-added services contractor will deliver to the City. ATPI searches for the lowest available airfare based on the travelers itinerary. Our travel agents will look for alternative times of the day, alternative cities to connect through, and suggest alternative modes when appropriate. Off-line carriers such as Vanguard and Southwest are given as options when a traveler is traveling into select markets. Off-line carriers are not listed in the major CRS systems and require our agents to call them directly for availability and airfares. ATPI will compare the published airfare prices to the negotiated corporate agreements ATPI has in place. If the negotiated rates are less, our agent will suggest the lower rate to the travelers. If the travelers decline to accept the lowest possible rate, then the PNR (Passenger Name Record) is appended with a remark the traveler declined to accept the lowest rate at the time of booking. ATPI also uses a low fare checking program called "Fare Assurance." Fare Assurance is a low fare checking product system that performs an extensive, policy based fare audit search for the lowest available airfare and company travel policy compliance. Once the lowest fare has been found, Fare Assurance appends the audit results to the passenger's record. Fare Assurances improves our ability to confirm the lowest available fare. 3.2. (Ic) Outline your quality control plan for assurance for lowest available fares. Include demonstrated ability to negotiated fares, lodging rates, and vehicle rental rates. ATPI is committed to customer service. We are working toward error free performance within our company. ATPI's company motto is C.R.E.W.S.: Customer Relations Evolve With Satisfaction. Our mission is to provide our clients with devoted, dedicated, and consistent service. ATPI will dedicate the following team of travel agents to handle the City's account: ■ A primary experienced corporate travel consultant on -site. • A primary back up experienced corporate travel consultant. ■ Back up travel consultants located in our Boulder office to handle overflow of travel arrangements. ■ Quality Control agent and ticketing desk to review all records for lowest possible airfare and overall accuracy, correct departments and name I.D. fields, corporate hotel and car preferred program. In addition, the following assurances will be made: ■ All calls will be returned within the hour. ■ A minimum of 3 airfare options will be presented with the lowest airfare offered for a travelers particular itinerary. ■ ATPI will keep a separate file for non-refundable tickets. ATPI uses several quality control functions to accommodate traveler's requests. ■ Accurate Traveler Prordes - Traveler Profiles are built according to the quality control parameters of the company's travel policies. The profiles are built to include information such as travel account number, travel authorization numbers, cost -saving codes, travel arranger(s) name, segment mileage, and any other information that is necessary in the reservation record to complete an error -free travel reservation and management information. ■ Automated Quality Assurance Plus - After a reservation has been completed it is prompted to go through an automated quality control process. The quality control 7 process compares the company's travel policies standards to the traveler's reservation booked. Seat Assurance is an automated system to secure desired seats on a carrier's seat map. Seat Assurance continually rechecks for availability of preferred airline seat. Waidist Assurance is a complete automated advisory re -booking service monitoring waitlisting segments. 2. Transportation 3.2 (2a). Explain the process used to reserve, issue, and deliver transportation tickets to the City. Describe your company's ability to provide emergency ticket delivery. Include applicable timelines. When airline reservations are requested by a traveler, our agents will verify the information received from the traveler. Our agent will recap the requested information and confirm the price along with the restrictions and penalties associated with fare booked. The agent will then issue the airline ticket according to the rules of the airfare booked. If the airline ticket rules require ticketing within 24 hours after the reservation has been confirmed, the agent will issue the ticket. The agent will issue either a paper or E-ticket (Electronic ticket). E-Tickets or Ticketless travel is a very efficient method of distributing airlines tickets to passengers originating in another city. Distribution costs are reduced and lost tickets in the mail are eliminated. All the major carriers support a Ticketless environment in the domestic U.S. International passengers still require a printed ticket. Exchanges on tickets issued for travelers are easier to process because the travel agency does not need the coupons of the ticket to process the exchange. Emergency tickets will be distributed via E-Tickets when available. Ticket delivery of paper tickets can be delivered on the same day the reservation is booked during normal business hours, Monday through Friday, 8:00 a.m. to 5:00 p.m. Emergency ticket requirements for Saturday and Sunday or after-hours will be via E-Tickets or Pre -Pre -paid tickets directly to the airport. 3.2 ON Describe your company's process and fees associated with such changes. Changes to airline tickets with penalties or restrictions are imposed by the Airline. ATPI will charge an additional $10.00 fee along with the imposed airline fee associated with the change or exchange of an airline ticket. 3.2 (2c) Describe your company's emergency services including emergency itinerary changes and notification of airport closings and delayed flights. Include the company's procedures for providing after-hours service and emergency 24-hour toll free number. Open 7 days a Week - ATPI will provide travel reservation access 7 days a week: ATPI normal business hours: Monday - Friday, 8:00 a.m. to 5:00 p.m. ATPI after-hours reservations: Monday - Friday, 5:00 p.m. to 8:00 p.m., Saturday & Sunday, 9:00 a.m. to 5:00 p.m. 24 Hour Toll Free Reservations - A toll free 800 line is available to ATPI preferred corporate accounts for travelers to change existing or make new reservations during periods when ATPI is normally closed. Travelers may call to make airline hotel and car reservations 7 days a week, 365 days a year through an unmatched after-hours reservation program provided by Hickory Travel Systems. The toll free number is 1-800-343-0309. 3.2 (2d) Describe your company's method of arranging for rental vehicles, including availability of government rental rates. Car rentals are reserved and booked either directly through our computer reservations system or via the phone. Car rental rates are listed according to city of arrival. Government car rental rates are available provided the City of Fort Collins has an appropriate CDPID number with a specific car rental agency. Aggie Preferred Hertz Rent -a -Car Program 1998 Economy $40 Compact $41 Mid -size $42 Full size $44 Luxury Premium $46 Corporate rentals included unlimited mileage as long as the vehicle is returned to the same renting city. 3. International Travel 3.2 (3a) List additional services offered to assist City travelers with information on international health requirements, climate conditions, and regionally based customs and currency exchange rates. ATPI subscribes to a software program call "WORLD VIEW," which is updated monthly. Information can be accessed about any particular country or city, including sightseeing, accommodations, restaurants, shopping, business centers, etc. ATPI has available other vendors that provide information about health, climate conditions, and currency exchange rates. 3.2 (3b) Detail services provided to the Cityfor obtaining passports and visas for foreign travel. ATPI works with preferred Visas services to obtain visas for international travel. Passport and Visas applications are available within our office. 4. Lodging 3.2 (4a) Describe your company's lodging reservation process. Include details of government and other discount rates which would be available to the City. Hotel reservations are booked either directly through our computer reservation system or via the phone. Hotel rates are listed according to corporate, government, and preferred rate programs. ATPI has a preferred hotel program through Hickory Travel Systems. Preferred Hotel Program ATPI, in association with Hickory Travel System, has negotiated preferred rates at all the major hotels across the world. ATPI will honor the discount program specified. Enclosed is a copy of our Worldwide Preferred Hotel Program. Features of the program include: ■ Preferred Blocked Space Program: - Through our blocked space program, we can confirm rooms in sold -out cities. (Booking fee of $6.00 per/room night for confirmed room reservations) ■ Preferred Hotel Rate Program: - We stand behind our rates by offering you a money -back guarantee if any of your travelers fail to get the confirmed Preferred Hotel rate. ■ Preferred Value -Added Amenities: - Complementary amenities, such as breakfast, airport transfers, and local phone calls, are available with many of the hotels in our program. ■ No -Excuses Guarantee: - The Preferred Hotel program for 1997 offers you something no other program does: A full money -back guarantee. If your travelers fail to receive the Hickory Preferred rate, valued -added amenities, or blocked space room confirmed by ATPI, we will reimburse our client for the hotel stay. 5. Traveler's Itineraries ATPI will comply with items a. through g. 6. Management Records 3.2 (6a) Detail report types offered by your company and methods used in providing management and billing reports. ATPI will provide the following standardized management reports: ■ Travel Cost Summary Report - List of tickets issued, invoice number, Travel Authorization number, amount, and date. 10 ■ Travel Hotel & Car Summary Report - List of the average hotel & car rental rate. ■ Dollar Savings and Cost Containment Report - List of the information combinations, including a detailed listing of the lowest fare, amount paid, regular fare, savings, potential savings, and lost savings. • City Pair Analysis - This report lists the top 10 cities traveled to and the cost per segment per carrier. ■ Airline Market Share Analysis - This report identifies frequently traveled city pairs by carrier, the number of segments flown in each city pair, and in which class of service clients fly for validating and non validating carriers. ■ Account Summary Report - Lists the traveler, total ticket purchase, average ticket cost, average hotel cost, and average car rental cost. ATPI recommends the use of a credit card vendor for payment of all air travel. Diner's and American Express offer two options for a low cost billing system for business travel: • Ghost Account: A credit card number is issued to McDATA and given to ATPI for all air ticket purchases. Air purchases are the only permissible charges on this account. • Direct Billing: ATPI will set up a billing account on a bi-weekly basis for charges that cannot be put onto a credit card (visa/consular fee) and for those persons who do not have access to a credit card for air travel purchases. However, because the Airline Reporting Corporation (ARC) drafts the ATPI bank account on a weekly basis for all airline tickets written, billing must not exceed 15% of the total of all airline charges. Payment is expected within ten days of the invoice date. 11 ATTACHMENT A ATPI / CONTINENTAL AIRLINES 'Domestic Bulk Airfare Confidential Traffic Selling Sheet' EFFECTIVE : June 01, 1998 Rogue Wave Software Weekday Weekend Frowt Xwver or Colmpk,� 1 \/11 F I 1 Zone # 2 CITIFS- HOU DFW $333 $365 AUS HRL BRO IND CRP JAN Zone # 3 CTTTFS CLE LAN $331 $365 BPT LCH BTR LFT CLL LIT CMH LRD CVG MAF DAY MSY ESF TOL GPT VCT GRR ZONE # 4 CITIFS. SDF $399 $439 EWR DTT AIY, GSO STL ALB, HAR SYR ATL, ITH WAS(DCA/IAH) BDL, ORF BGM, PIT BUF, PVD BWI, RIC CHS, ROC ZONE # 5 S BOS, FLL, ORR PWM $447 $492 BNA, GSP, ORL RDU BRG, JAX PBI TPA BTV, NM PHL ELF, MIA PNS ' Friday or Saturday Night required ' Non -Refundable / Non -Changeable ` Minimum 2 day advance purchase ` No open Jaws/ No circle Trips ' Fares include all taxes, surcharges, and PFCS ' Blackout May 22,23,25; Jun 01 - Aug. 31; Sep 7; Nov 25,28-30; Dec 23,27-28,30,1998 " Hou fares valid: IAH/HOU/EFD, WAS fares valid to DCA/IAD ' Tickets & Travel Must be issued on/after Jun. 01, 1998 - Dec. 31, 1998 ' Minimum 2 night stay/maximum 30 day stay " Valid from Denver or Colorado Springs departures only ' Effective Jun 01 - Dec. 31, 1998 ' All tickets are non-refundable after issued with no changes allowed. • Standby not allowed. GENERAL SUPPORT SERVICES DIVISION OF CENTRAL SERVICES 225 East 16th Avenue, Suite eoo Denver, Colorado 60203 Phone! (303) 866.3970 Fax! (303) 894.2375 June 29, 1998 Attn: ANN JAMES AGGIE TRAVEL POINTS 307 S COLLEGE AVE FORT COLLINS, CO 80524-2801 Dear ANN JAMES, STATE OF COLORADO Roy Romer Governor Department of Personnel Andre N. Pettigrew Executive O.'Mor Richard M,IiviwaMi Dwiaion Director 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. 1 have included your travel agency information as it will appear in our travel agency listing. Please carefully review the information conceming 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: FEN: 0e-0N2100 I AGGIE TRAVEL POINTS AI1CS: ON02444 ANN JAMES Main ofte: y 307 3 COLLEGE AVE, CO 00p244e01 Fax: 970.494.9997 I PRO bud mw TGIMrea: $00-231.2229 Please remember that we do not guarantee any additional business to State -authorized travel agences. Marketing your travel agency to State agencies and institutions of higher education iz your roapon ncies. 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 than 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 RFO requirements is that newly -authorized travel agencies must receive training prior to the issuance of Ciners 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, I sK tr *44" Norm Wilson Supporting The Bufiness of Glorado Statt Government C.VGVS 1y.dpC TO 39VJ �3i'�C:31 3I��E�7 ;'E5q"t'OLE yO:LT °E,ET!90!f0 TrfN ave6MT IS r�Y E�98 EFFECTIVE, DECEMBER 16 1997 - DECEMBER I5, 1996 WAIL ZONE: 7 VN A tiUL11 5&1 Htt�r r:rxc 5&2 o: 5&3 5&4 2&2 2&3 2&4 2&6 1&1 1 & 2 1 & 3 1&4 T $ 409 $ 385 $ 385 $ 361 205 337 $ 361 $ 409 $ 205 $ 205 $337 $361 V $ 481 $457 $ 409 $ 433 277 409 $ 433 $ 481 $ 277 $ 277 $409 $433 )NES: 1& G 3& 3 3& 4 3& G 4& 4 4& 6 JFK/MSY JFK/CLE JFK/IND Jt:KIORD J K D T V $433 $505 $301 $373 $313 $.385 $361 $433 $301 $373 $385 $A,57 $301 -T $301 -T $217 -T $217 -T $217 -T $217 -7 $217 -T $217 -T $ 217 T- $ 217 -T ZONE: 5&1 5& 3 &4 2 &2&6 1 2 1&3 T 76 356 35 $5 3 0$ 7 0s6 26 $3 V 416 $ 37 $ 3, 96 266 76 $ 396 436 $ 266 $266 $37616 I ONES J5UTASY JFKJZ is JFK/IND JF1</ORD JFKJDTWT r3-36 $396 $456 $286 $346 $296 $356 $336 $396 $286 $346 $356 $416 $286 $286 $216V 1 $216 IL) DEN-COS-ABQ-HDN-LAS-PHX-SLC ;ONE 5: ,ONE I: ALB-BDL-BOS-EP.'R-N1'C-PHL-PIT BWl-CLT-ORF-RDU-RIC-IL AS —__— !ONE 3: STL ATL-AUS-BNA-Ciil-CID-CLE•CN11i CVG-DAY-DAY-DFW-DSNI-DTW-FSD-IIOU-ICT-IND-JAN-I,:I I-\t, NIU-NIKL- MLI-NI SP-M SY-OSC-OMA-SAT-SDP-SGF-SI I V-STL-TI.IL-TYS +ONE 4: ALO-BHNI-BNll-BRL-CGI-C\41-COU-DEC-EVV-FSNI-PWA-F1'V-GRR-JLN-LES-11ENI-MSN-NI\\'A-P,,H-PIA-St'N S"I- SUX- TBN-UIN 70Nr G LAX-ONT-PDX-RN0-SA.N-SEA-SIO-S)C-^1fF-SNA IMINIMUM STAY: I Sattvadav_ Night — u l.;av -------- Add S60 RT to all Zones Nov. 25/29, 1999 N1AXIMUM STAY': SURCHARGES Advance Purchase: Reservations made within 30 days requires tickets to be issue within 72 lows of Looking. AIITickets must be issued at least 7 days prior to departure. CHANGES: Once ticketed and before travel has commenced: 165.00 reissue i revalidation fee applies in c:, h duaetion. All changes are subject to availability once ticket has commenced. Retum date and / or Bight numbers may be chan_red for a Sb:i:j revalidation fee providedd origin and destination do not change. minimum / maximum stay requirements are met. and Race in appropriate bookingdais is available. F:\RL BASIS: TDOM / VDONI '11C1:["f DESIGNATOR IIU Q9 - ___.......,---- I.— _.--_,. -...— ir" "rmROOKED- T.CLASS _ r.0 Er." .. .._- ___I_ ___.. Company History & Experience in Travel Management Services Aggie TravelPOINTS (ATPI) ATPI was formed in 1957: ■ Privately held corporation ■ Owners: Don James, Andy James, Ann James, Becky Joyce, and D'ann Duft ■ 70 Employees ■ Fiscal 1997 sales of $25 million ■ Corporate travel accounts for over 60% of our total business. ■ Continually grown through new business along the front range of Colorado. Service Locations: James TravelPoints 1745 15th Street Boulder PH: 442-2340 James TravelPOINTS 1350 College Boulder PH: 443-2021 ATPI 307 So. College Ft. Collins PH: 482-1235 ATPI 1112 Oakridge Ft. Collins PH: 223-7999 TravelPOINTS Bittersweet Plaza Greeley PH: 356-5080 ATPI is a member of Hickory Travel Systems: ■ $4 billion company ■ 500 offices worldwide ■ 24-hour toll -free emergency service ■ Most renowned international rate desk in the industry ■ Hotel program with negotiated rates and block space program ■ Hickory affiliated office locations: More than 60 affiliated full service agencies within all regions in the United States. We have 11 internationally affiliated agencies with 500 worldwide offices. ATPI is committed to customer service. We are working toward error free performance within our company. ATPI's company motto is C.R.E.W.S.: Customer Relations Evolve With Satisfaction. Our mission is to provide our clients with devoted, dedicated, and consistent service. ATPI Vision: ■ Focus on Corporate travel needs and services required by corporate travelers. ■ Strive to be state-of-the-art with products, services, and technologies for our customers' benefit. ■ Strive to be one of the top five independent travel companies in Colorado in terms of sales and products. ■ Encourage and support involvement in community affairs. ATPI offers to its customers: ■ Exclusive Business Travel Department - A separate corporate travel department allows businesses to call our agent direct. Our top agents work with our preferred customers handling only corporate travel arrangements. Our agents build a business relationship with our clients to know their travel needs and wants. Dedicated Travel Agents - Our corporate travel agents have a minimum of 10 years of experience in dealing with domestic and international travel for business. Agent accessibility for our travelers calling in is our priority. ATPI will assign three corporate travel consultants (Ana Romer, Janella Marin, Dawn Gehring) as the City's primary travel agents. If any of the three are not available, ATPI has other leisure travel agents as back-up for holidays and sick days. ■ Customer Support - ATPI will support, monitor, and maintain any travel policy in place to maintain the goals and objectives of cost containment. ATPI will help negotiate airfare programs with the major airlines and monitor and support any preferred hotel and car programs in place. a Open 7 days a Week - ATPI will provide travel reservation access 7 days a week: ATPI normal business hours: Monday -Friday, 8:00 a.m. to 5:00 p.m. ATPI after-hours reservations: Monday - Friday, 5:00 p.m. to 8:00 p.m., Saturday & Sunday, 9:00 a.m. to 5:00 p.m. 24 Hour Toll Free Reservations - A toll free 800 line is available to ATPI preferred corporate accounts for travelers to change existing or make new reservations during periods when ATPI is normally closed. Travelers may call to make airline hotel and car reservations 7 days a week, 365 days a year through an unmatched after-hours reservation program provided by Hickory Travel Systems. The toll free number is 1-800-343-0309. ■ Ticket Delivery - Delivery of ticket/travel documents on a daily basis, Monday through Friday. a Time Savings - Our experienced agents will search all the airlines, hotels, car rental companies, and any other travel related request for the schedule and pricing option that fits your needs. ■ Personalized Travel Arrangements - Our agents know your travel needs by maintaining profiles of your travel preferences (credit card numbers, seat requests, frequent flyer, special meals, fax numbers, etc.) ■ Timely Information - Our agents will return calls within a timely manner with information and options that best fit your travel needs so you can make an informed decision. ■ Unbiased Source of Information - As our customer, we will provide you with more in-depth information about airlines, hotels, resorts, car rentals, destination information, travel restrictions, travel promotions, and special vacation get -a -ways. ■ International Travel - Our agents have access to and knowledge about the major carriers and consolidators for international pricing options. ■ No Pressure to Buy - Our agents will hold and monitor your reservations for a minimum of 24 hours so you can confirm your appointments and dates if needed or make additional changes before buying the airline ticket. ■ Exchanges - Our agents can exchange non-refundable tickets toward the purchase of a new ticket, instead of your travelers having to go to the airport to exchange tickets. ■ Problems - Our travel agents help find solutions to any problems that may occur. 2 References Aggie TravelPOINTS (ATPI) ATPI is proud of the service it offers to corporate customers, including: National Pet Care 4 years of service 736 Whalers Way, Bldg. F Fort Collins, CO 80525 (970)226-6632 Contact: Gary Burge Baker Instruments I I years of service 4812 McMurray Ave Fort Collins, CO 80525 (970)282-1200 Contact: Dave Schump Lobar (major Fort Collins construction firm) 16 years of service 313 Lincoln Court Fort Collins, CO 80522 (970)493-9085 Contact: William McCullough BARI (Busch Agricultural Research Institute) 7 years of service 3515 E. County Road 52 Fort Collins, CO 80524 (970)221-5622 Contact: Les Wright ESC (Electrical Systems Consultants) 8 years of service 212 W. Mulberry Street Fort Collins, CO 80524 (970)224-9100 Contact: Jerry Hager 3.1 Contractor Requirements 3.1(la) Describe your company's demonstrated ability to provide automated reservation and ticketing services. Provide your company's average response time to requests placed via telephone, fax, and electronic mail. Detail the company's system interface and reporting capabilities. Aggie TraveIPOINTS (ATPI) management reporting and automation needs are provided by SystemOne -Amadeus. SystemOne Amadeus, the largest central reservation system in the world, provides the process to make airline reservations, car rental and hotel reservations, fare complex itineraries for domestic and international travel, and last minute seat availability. ATPI average response time is 30 minutes. Travelers or travel coordinators will be able to contact ATPI directly from 8:00 a.m. to 5:00 p.m., Monday through Friday. A traveler may request a reservation by calling, faxing, or e-mailing ATPI Corporate Department. ATPI is able to secure the lowest fares available for the traveler's itinerary booked. Once the traveler's reservation has been ticketed, the ticket is delivered as a paper ticket or E-Ticket (Electronic paperless ticket) to the traveler's office. The traveler's information is then transferred into MAX, for future reference and reporting needs. Our back room accounting system, MAX, supports an integrated accounting system that maintains accurate data for monitoring business activity and a company's travel activities. MAX provides comprehensive travel industry accounting, including ARC reporting, automated ARC refunds, financial and custom reports, commission tracking, multi -company general ledgers, and magnetic tape reconciliation. MAX corporate reports show where travelers go, how much they spend, and where they spend it. The information collected from the traveler's itinerary interfaced into MAX contains the invoices for the selected employee, account number, airline segments, fares, form of payment, travel agent, fare basis codes, ticket number, authorization number, date issued, and travel dates. ATPI is able to provide the following standardized reports: ■ Travel Cost Summary Report - List of tickets issued, invoice number, Travel Authorization number, the amount, and date. ■ Travel Hotel & Car Summary Report - List of the average hotel & car rental rate. ■ Dollar Savings & Cost Containment Report - List of the information combinations, including a detailed listing of the lowest fare, amount paid, regular fare, savings, potential savings, and lost savings. ■ City Pair Analysis - This report list the top 10 cities traveled to and the cost per segment per carrier. • Airline Market Share Analysis - This report identifies frequently traveled city pairs by carrier, the number of segments flown in each city pair, and in which class of service customers fly for validating and non validating carriers. ■ Account Summary Report - List of the traveler, total ticket purchase, average ticket cost, average hotel cost, and average car rental cost. 3.1 (2a) Provide resumes of three or more employees designated for potential assignment to the City. Describe the professional and personal qualifications in the delivery of volume travel services. Include professional membership designations and certification achievements. Outline employee selection process, company training programs, and continuing education opportunities. ATPI has an exclusive corporate travel department to handle City of Fort Collins business travel needs for domestic and international reservations. ATPI also has dedicated management to assist the City of Fort Collins with its particular travel needs. Our team is accessible and available to you. Ms. Ana Romero, Corporate Travel Agent: 1983-present, Corporate Travel Agent, ATPI. Ana has worked for ATPI for the past 15 years. She is a very efficient and error free agent with extensive knowledge in international and domestic travel arrangement. She is the top producing agent in our office. Her yearly sales have exceeded 1 million. She has her Certified Travel Consultant Certification and speaks fluent Spanish. Ms. Janella Marin, Corporate Travel Agent. 1991-present, Corporate Travel Agent for ATPI. Janella has been with ATPI for over 7 years. She is highly regarded for her knowledge with corporate planning and customer service skills. She has arranged travel for many corporate groups. She coordinated 3 groups with 70 passengers per group last year. She has a photographic memory and her computer skills are beyond reproach. Ms. Dawn Gehring, Corporate Travel Agent: 1992-present, Corporate Travel Agent, ATPI. Dawn has a very loyal client base that she has built over the many years that she has worked in the travel industry. Dawn has extensive knowledge in domestic and international faring . Dawn is a very efficient and capable corporate travel agent who has worked for ATPI for over 6 years and sold travel for over 20 years. Ms. Ann James, Manager/Owner: 20 years with ATPI. • Provide leadership and management to two comprehensive travel agencies, including personnel and training. ■ Maintain a network of industry contacts cross the United States and around the world to ensure quality and dependability for leisure travel. • Update and incorporate into daily business practices the latest information and advancements in travel and travel technology. ■ Manage a $7,000,000 budget. ■ Provide leadership in marketing ATPI's comprehensive travel services throughout northern Colorado. ■ Solicit new corporate and individual accounts. ■ Member, Fort Collins Chamber of Commerce (1978-present) ■ Member, Better Business Bureau (1988-present) ■ Volunteer, Poudre School District ■ Volunteer, Poudre Hospital Foundation (1988-present) • Sponsor, Lincoln Center Travelogue Series (1997-present) 2 ■ Member, Downtown Business Association (1987-present) ■ Board of Directors, Downtown Business Association (1998-present) ■ Member, Breakfast Rotary (1994-present) ■ Board of Directors, Breakfast Rotary (1998-present) ATPI encourages ongoing training and education for its employees through the following: ■ Weekly Sales Meeting - Each week ATPI holds a sales meeting to review new products and or procedures within the office. Agents are informed of new updates, computer enhancements, or destination updates. ■ CRS Training - Amadeus has semi-annual or quarterly in-house CRS (Computer Reservation System) training. An Amadeus trainer visits our office for enhanced training on select areas. Agents have the opportunity to review international pricing; new hotel and car formats; updated links with new airlines, car rental companies, and hotel firms; new quality control features; and updates on traveler profile management. ■ Monthly Destination Training - ATPI hosts a monthly destination information meeting. Preferred tour and cruise vendors educate staff on a specific destination and points of interest a client may ask about. ■ C.T.C. (Certified Travel Consultant) - ATPI encourages its travel agents to complete the C.T.C. program after 3 years of full-time employment with ATPI. C.T.C. is a 2-year comprehensive travel agent training program. 3.1 (3a) Submit your company's plan for managing the delivery of the travel services. Describe how you plan to ensure sufficient staffing and project resources for the timely delivery of travel services. ATPI Vision: • Focus on Corporate travel needs and services required by corporate travelers. ■ Strive to be state-of-the-art with products, services, and technologies for our customers' benefit. ■ Strive to be one of the top five independent travel companies in Colorado in terms of sales and products. ■ Encourage and support involvement in community affairs. Over the past several years, there have been a number of significant changes in the way travel agencies are compensated for their services. These changes have forced some agencies to choose between (1) reducing the number and quality of services an agency offers its clients, and (2) continuing to provide and expand the quality services that offer needed and valuable benefits to our travelers. Beginning October 1, 1997 ATPI took a major step toward improved customer service and made a long-term commitment to helping its customers fulfill and exceed their travel objectives at the optimum value possible. In order to continue providing the highest level of service and value, ATPI instituted the following transaction fees on just few of the many services we offer: • Transaction Handling Fee per ticket: $10.00 (Reservations with multiple passengers, maximum charge $20.00) ■ Ticket Exchange: $10.00 ■ Airline Coupon Redemption fee: $20.00 ■ Visas processing fee: $25.00 ■ Passport Photos: $10.00 ■ Lost Ticket Application: $20.00 In return, ATPI continues to offer to its customers: ■ Exclusive Business Travel Department - A separate corporate travel department allows businesses to call our agent direct. Our top agents work with our preferred customers handling only corporate travel arrangements. Our agents build a business relationship with our clients to know their travel needs and wants. ■ Dedicated Travel Agents - Our corporate travel agents have a minimum of 10 years of experience in dealing with domestic and international travel for business. Agent accessibility for our travelers calling in is our priority. ATPI will assign three corporate travel consultants (Ana Romer, Janella Marin, Dawn Gehring) as the City's primary travel agents. If any of the three are not available, ATPI has other leisure travel agents as back-up for holidays and sick days. • Customer Support - ATPI will support, monitor, and maintain any travel policy in place to maintain the goals and objectives of cost containment. ATPI will help negotiate airfare programs with the major airlines and monitor and support any preferred hotel and car programs in place. ■ Open 7 days a Week - ATPI will provide travel reservation access 7 days a week: ATPI normal business hours: Monday - Friday, 8:00 a.m. to 5:00 p.m. ATPI after-hours reservations: Monday -Friday, 5:00 p.m. to 8:00 p.m., Saturday & Sunday, 9:00 a.m. to 5:00 p.m. • 24 Hour Toll Free Reservations - A toll free 800 line is available to ATPI preferred corporate accounts for travelers to change existing or make new reservations during periods when ATPI is normally closed. Travelers may call to make airline hotel and car reservations 7 days a week, 365 days a year through an unmatched after-hours reservation program provided by Hickory Travel Systems. The toll free number is 1-800-343-0309. ■ Ticket Delivery - Delivery of ticket/travel documents on a daily basis, Monday through Friday. ■ Time Savings - Our experienced agents will search all the airlines, hotels, car rental companies, and any other travel related request for the schedule and pricing option that fits your needs. ■ Personalized Travel Arrangements - Our agents know your travel needs by maintaining profiles of your travel preferences (credit card numbers, seat requests, frequent flyer, special meals, fax numbers, etc.) ■ Timely Information - Our agents will return calls within a timely manner with information and options that best fit your travel needs so you can make an informed decision. • Unbiased Source of Information - As our customer, we will provide you with more in-depth information about airlines, hotels, resorts, car rentals, destination information, travel restrictions, travel promotions, and special vacation get -a -ways. 0 ■ International Travel - Our agents have access to and knowledge about the major carriers and consolidators for international pricing options. ■ No Pressure to Buy - Our agents will hold and monitor your reservations for a minimum of 24 hours so you can confirm your appointments and dates if needed or make additional changes before buying the airline ticket. ■ Exchanges - Our agents can exchange non-refundable tickets toward the purchase of a new ticket, instead of your travelers having to go to the airport to exchange tickets. ■ Problems - Our travel agents help find solutions to any problems that may occur. 3.2 Services to be Provided by Contractors 1. Fares 3.2. (la) Describe your company's background in volume travel service delivery, listing current and past contracts for all modes of travel, lodging, and car rental, and your experience in negotiating advantageous rates in all designations. ATPI was formed in 1957: ■ Privately held corporation ■ Owners: Don James, Andy James, Ann James, Becky Joyce, and D'ann Dull ■ 70 Employees ■ Fiscal 1997 sales of $25 million ■ Corporate travel accounts for over 60% of our total business. ■ Continually grown through new business along the front range of Colorado. Service Locations: James TravelPoints 1745 15th Street Boulder PH: 442-2340 James TraveiPOINTS 1350 College Boulder PH: 443-2021 ATPI 307 So. College Ft. Collins PH: 482-1235 ATPI 1112 Oakridge Ft. Collins PH: 223-7999 TIavelPOINTS Bittersweet Plaza Greeley PH: 356-5080 ATPI is a member of Hickory Travel Systems: ■ $4 billion company ■ 500 offices worldwide ■ 24-hour toll -free emergency service • Most renowned international rate desk in the industry ■ Hotel program with negotiated rates and block space program • Hickory affiliated office locations: More than 60 affiliated full service agencies within all regions in the United States. We have 11 internationally affiliated agencies with 500 worldwide offices. ATPI has airline ticketing agreements with all the major airlines for domestic and international travel, cruise and tour companies, hotel and car rental agencies. ATPI also has negotiated airline discount programs for our specific use and needs with specific carriers. Listed below are the corporate discount programs available to our clients.