| Our Services |
|
- Global Network
- Air Tickets/Hotel Accommodation/Transfer & Car Rental/ Rail & Ferry
Ticket Purchase
- Meeting/Exhibition/Conference & Incentive Travel Arrangements
- Comprehensive Cruises/Leisure Travel Arrangement
- Sporting & Special Event Tickets
- Aircraft Charter
- Travel Insurance
- Passport/Visa Advice and application Service
- Online Tools
- Kuoni Travel (China) Limited News updated on a regular basis
- Business Travel Management Consultancy
- Customize Cost Savings Solutions
- Negotiating Service with Supplier
- Travel Policy & Procedures Development and Maintenance
- Individually Assigned Agent(s)
- Management Reports
- Pre-Trip Reports
|
| Our Service Benchmarkings
|
| 1. TELEPHONE / E-MAIL RESPONSE
TIME |
| Response Time |
All telephone calls
should be answered within 3 rings. |
| Call Back |
Message on return calls
should be replied within 15 minutes.
Return e-mail answered within 2 hours maximum during working hours. |
| 2. FARE QUOTATION |
| Response |
Simple fare quotations
should be given within one hour.
Itineraries should be faxed to the CLIENT within 15 minutes after the instructions
given.
Alternative fares (where applicable) must be given either verbally or in written
format. |
| 3. TICKET DELIVERY |
| Time Limit |
Tickets are delivered
not less than 24 hours prior to departure unless booking occurs within that period. |
| Delivery |
Tickets are dispatched
at least once per business day. |
| Emergency request |
At CLIENTS request with
a reasonable time period. |
| 4. REFUND PROCESSING |
| Time Standard |
All returned documents
will report to airlines within 2 working days of receipt. |
| Follow up |
Follow up the refund
with account department and contact CLIENT regarding the refund status. |
|
|
| 5. CUSTOMER PROBLEM SOLVTINS |
| Process |
All compliants will
be handled by management. |
| 6. CUSTOMER SURVEYS |
| Frequency |
Annual distribution
of a general survey to Travellers and Travel Managers/Arrangers. |
| Customized CLIENT |
Marketing & Sales
team will develop customized Traveller surveys upon CLIENTS surveys. |
| 7. CUSTOMER DOCUMENTATION |
| Itinerary |
Travel itinerary issued with all tickets (subject to country system capabilities)
Itinerary to contain following details:
|
•
|
All air segments |
|
•
|
Terms and conditions |
|
•
|
Deadline for issuing ticket |
|
•
|
Hotel booking information |
|
•
|
Car booking information |
|
•
|
Contact name and telephone number |
|
•
|
Details of available ground transportation at destination
and approximate cost if available |
|
|
|
| 8. QUALITY CONTROL |
| Department Briefing |
Fare briefing will be
conducted frequently to meet market changes. |
| Team Meeting |
Meeting will be held
at least twice a month for product update and service enhancement. |
| Clients Meeting |
Regular meeting with
CLIENTS for service review. Marketing and Sales team will report to Management
in the same week.
Encourage any feedback from team leader. |
| Travel News |
Update travel information
by e-mail regularly. |
| Orientation Seminars |
Marketing & Sales
team will organize the orientation seminars with the travellers and travel arrangers
periodically. |
| 9. HOURS OF OPERATION |
| Office Hours |
|
Monday to Friday
|
0900-1800
|
|
Saturday
|
0900-1230
|
|
Sunday or public holidays
|
Closed
|
|
| After Office Hours Service |
Emergency Hotlines servicing hours
|
Monday — Friday
|
1800-2200
|
|
Saturday
|
1230-2200
|
|
Sunday or public holidays
|
0900-2200
|
|
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|
