| E-Gov Travel Service Transaction
Fees
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Contract Definitions
Self Service Transaction – one in which travel reservations and fulfillment
are initiated and completed online; i.e. without direct contact between the
traveler or travel arranger with a customer support agent for the explicit
purpose of making and/or fulfilling travel arrangements.
Non-Self Service Transaction – one in which the services of a customer
support agent are used explicitly for making and/or fulfilling travel
arrangements. The use of eTS customer support services for technical
support or assistance in completing self service actions shall not
constitute a non-self service transaction.
1. Scenario A – Traveler books online but inserts a note in the eTS booking
engine for an agent to complete the hotel or non-air reservation. A
customer service agent must intervene to complete the online transaction
but does not need to have direct contact with the traveler to do so. Is
this a self service or non-self service transaction?
Response: This scenario requires the services of a customer support agent
for the explicit purpose of making and/or fulfilling travel arrangements
(completion of the hotel or non-air reservations) and therefore the
transaction is a non-self service transaction.
2. Scenario B – Traveler books online but the reservation for some reason
(availability, etc) cannot be completed online. Traveler emails customer
support agent to complete reservation. Is this a self-service or non-self
service transaction?
Response: By emailing the customer support agent to complete the
transaction, the traveler has transferred responsibility of making the
reservation to the customer support agent and the transaction now becomes a
non-self service transaction. However, if the email is requesting technical
support for determining the next step in making a reservation and the
traveler has not transferred responsibility for making the reservation to
the customer support agent, the transaction remains a self service
transaction.
3. Scenario C – Traveler books online but the reservation for some reason
cannot be completed online and the reservation is queued to customer
support agent for follow-up. Customer support agent calls traveler to
complete reservation. Is this a self service transaction or non-self
service?
Response: If the customer support agent notifies the traveler that the
reservation was not completed online and the traveler transfers
responsibility for completing the reservation to the customer support
agent, the transaction now becomes a non-self service transaction. However,
if the traveler is informed that the reservation was not completed online
and why and the traveler maintains responsibility for completing the
transaction, then the transaction remains a self service transaction.
In an attempt to prevent travelers from being surprised (and potentially
dissatisfied) in situations where a customer support agent informs them
that higher costs will be incurred when the agent books the reservation,
eTS contractors and customer agencies should ensure their travelers are
properly trained. Travelers should understand before this situation occurs
that transferring the responsibility for a reservation to a customer
support agent triggers a higher transaction fee.
4. Scenario D – Traveler completes a hotel reservation online
(self-service) but the online booking engine does not have a place to
request a non-smoking room. If the traveler inserts a note requesting that
a non-smoking room be confirmed, does this action transition the
transaction to non-self service?
Response: If the online booking engine enables the traveler to request a
non-smoking room, and/or the non-smoking preference is in the travelers
profile and included in the reservation request transmitted to the hotel,
then the traveler has done everything the customer support agent can do to
complete the reservation. If the traveler wants additional reassurance that
the non-smoking room request has been received, the traveler may call the
hotel direct. If the traveler requests the customer support agent to
perform additional services to complete the reservation, the non-self
service fee will apply.
eTS contractors and customer agencies should train travelers in whether
their profile information contains smoking/non-smoking preference or
whether their eTS solution allows for the traveler to indicate this
preference in some other mode online. If either of these circumstances
exists, the traveler’s preference information is transmitted during the
reservation to the hotel and there is no need to insert a message to the
customer service agent.
5. Scenario E – Traveler completes a flight reservation online
(self-service) but finds that no aisle seats are available. If the traveler
inserts a note requesting that an agent attempt to get the traveler an
aisle seat on the reserved flight, does this action transition the
transaction to non-self service?
Response: If the online booking engine enables the traveler to access live
seat maps to make seat selection, then the traveler has done everything
that the customer support agent can do to select her/his preferred seat
selection. If the traveler did not receive the desired seat, the traveler
may call the airline direct or periodically check her/his reservation using
the online booking engine to see if better seats are available. If the
traveler transfers the responsibility for completing the reservation to the
customer support agent, the non-self service fee applies.
eTS contractors and customer agencies should train travelers that, if an
airline allows for advanced seat assignments, the eTS solution allows the
traveler to select a seat assignment online. Travelers should understand
that the seating availability a traveler sees online is the same
information available to a TMC. It is therefore recommended, in these
situations, that travelers routinely check the online eTS themselves to
make a change as seats become available or call the airline direct to check
on seat availability. Sending a message to the customer support agent will
not generate any activity that the traveler may not perform themselves
online.
6. Scenario F – Traveler completes a flight reservation online
(self-service). If the traveler inserts a note requesting that ticketing be
accomplished early, does this action transition the transaction to non-self
service?
Response: The online booking engine has been configured to support the
agency’s business rules on ticket issuance. If the online booking engine
enables the traveler to make an automated request to change the ticketing
date, the transaction remains self-service. If the change requires the
traveler to communicate to a customer support agent via phone, email or
message, the traveler has transferred fulfillment responsibilities to the
customer support agent.
eTS vendors should clearly communicate the ability of their online booking
engine to automate this request so that the transaction can remain self
service. Customer agencies should train travelers on benefits of the
agency’s business rules for ticket issuance and on the benefits of eTS
automated processing and the use of eTickets.
7. Scenario G. The traveler requests a hotel through the online booking
engine but, the hotel reservation system did not accept the reservation.
The customer support agent has to call the hotel or the traveler to
complete the reservation.
Response: The traveler believes he/she has completed that reservation
online and reasonably expects to be notified if the transaction was
unsuccessful. If the traveler requests technical support for determining
the next step in making a reservation, the transaction will remain
self-service. If the traveler asks a customer support agent to make the
reservation, it becomes a non-self service transaction.
8. Question: Why does the eTravel Service Master Contract not address lite-touch
transactions?
Response: Market research consistently reveals that there is neither a
common industry standard for ‘lite touch’ or assisted transactions nor a
common standard for the price differentials between touchless, assisted and
full service transactions. To simplify pricing, eTS bidders were instructed
to factor the resources required for assisted transactions into their
self-service and non-self service transactions. The Master Contract allows
the traveler to seek customer assistance from the eTravel Service customer
support agent and still be charged self-service fees as long as the
traveler or travel arranger retains the responsibility for booking the
reservation. Only if the traveler transfers responsibility for booking the
reservation to the eTravel Service customer support agent, will the
traveler be assessed non-self service transaction fees.
Fees for Transaction A – Air and/or Rail
Ticket with or without Lodging and/or Car Rental Reservations
Contract Definition
Transaction A fee applies for all arrangements and reservations related to
one itinerary for which an air or rail ticket is issued. The fee includes
making and changing arrangements (air/rail, lodging, and/or car rental) for
one or multiple locations. The fee may only be charged at time of ticket
issuance and is not required to be refunded if the travel is subsequently
cancelled. The transaction fee covers the processing of refunds or credits
for unused tickets. An additional transaction fee may be incurred if
changes in the itinerary require the issuance of a new ticket. The
contractor shall not charge a fee for cancellations made prior to issuance
of tickets. Activities that do not result in the issuance of a ticket
(e.g., research of travel arrangements, changes to existing arrangements
prior to ticket issuance, air and/or rail reservations for which tickets
are not issued, etc) shall not be considered Type A transactions.
1. Scenario A: If the TMC must issue multiple tickets to complete an
itinerary, can the TMC charge multiple "Transaction A" fees?
Response: No. By definition, the fee applies for all arrangements and
reservations related to one itinerary for which an air or rail ticket is
issued. The fee includes making and changing arrangements (air/rail,
lodging, and/or car rental) for one or multiple locations prior to issuance
of tickets.
2. Scenario B: When a traveler originally performs a self service
reservation and then changes the lodging or rental car reservations (using
the online booking engine (OBE)) AFTER tickets are issued (but does not
change air/rail itinerary), can the traveler be assessed an additional fee?
Response: No. The traveler is using the same mechanism (OBE) to change the
lodging/rental car reservations as when making the original reservations.
The original Transaction A self service fee already includes changing
arrangements (air/rail, lodging, and/or car rental) for one or multiple
locations.
3. Scenario C: When a traveler originally phones the Travel Management
Center (TMC) for a non-self service reservation and then requests that the
TMC change the lodging or rental car reservations AFTER tickets are issued
(but does not change air/rail itinerary), can the traveler be assessed an
additional fee?
Response: No. The traveler is using the same mechanism (TMC) to change the
lodging/rental car reservations as when making the original reservations.
The original Transaction A non-self service fee already includes changing
arrangements (air/rail, lodging, and/or car rental) for one or multiple
locations.
4. Scenario D: When a traveler originally performs a self service
reservation and then changes the lodging or rental car reservations by
phone through the TMC AFTER tickets are issued (but does not change
air/rail itinerary), can the traveler be assessed an additional fee?
Response: First the eTS contractor/TMC should remind the traveler that the
original transaction was self-booked and that to use the TMC to change the
reservations will entail a higher fee. If the traveler wants to proceed,
the contractor retains the Self-Service fee that has already been charged
and the contractor is entitled to charge the "Non-Self Service Domestic or
International Travel without Air and/or Rail (Lodging and/or Rental Car
Only)" fee e.g., CLIN 0002AE.
In an attempt to prevent travelers from being surprised (and potentially
dissatisfied) in these situations, eTS contractors and customer agencies
should ensure travelers are aware of the repercussions associated with
contacting a TMC to change a self-service reservation after ticket
issuance.
5. Question: Can the eTS contractor charge Transaction A fees at the time
the traveler makes reservation?
Response: No. The fee may only be charged at the time of ticket issuance.
6. Question: Is there any time when an eTS contractor may charge me an
additional full Transaction A fee after I have been issued my tickets?
Response: Yes. An additional Transaction A fee may be incurred if changes
in the itinerary require the issuance of a new ticket.
7. Question: Can the eTS contractor charge the traveler a fee if the
traveler cancels the reservation prior to issuance of tickets?
Response: No. The contractor shall not charge a fee for cancellations made
prior to issuance of tickets.
Fees for Transaction B – Lodging and/or Car
Rental Reservations
Contract Definition
Transaction B fee applies for all arrangements and reservations related to
one itinerary for which an air or rail ticket is not issued. The fee
includes making and changing lodging and/or car rental arrangements for one
or multiple locations when air or rail transportation is not included in
the itinerary. Research of travel arrangements and activities that result
in changes to or cancellation of lodging and/or car rental reservations
prior to the check-in or pickup date shall not be considered Type B
transactions.
1. Scenario A: The traveler requires a change in hotel reservation prior to
check-in at the hotel. Is the eTS contractor allowed to charge an
additional Transaction B fee for the change in hotel reservation?
Response: No.
2. Scenario B: The traveler cancels the hotel reservation prior to check-in
at the hotel. Is the eTS contractor allowed to charge a Transaction B fee
in this scenario?
Response: No, the eTS contractor is not allowed to charge a Transaction B
fee in this scenario if the traveler cancels the reservation via the Online
Booking Engine or via the TMC. If the traveler does not notify the eTS
contractor and/or designee of the cancellation, the eTS contractor is
entitled to the Transaction B fee.
3. Scenario C: The traveler changes rental car reservations prior to the
pickup date. Is the eTS contractor allowed to charge an additional
Transaction B fee for the change in rental car reservation?
Response: No.
4. Scenario D: The traveler cancels the reservation for a rental car prior
to the pickup date. Is the eTS contractor allowed to charge a Transaction B
fee in this scenario?
Response: No, the eTS contractor is not allowed to charge a Transaction B
fee in this scenario if the traveler cancels the reservation via the Online
Booking Engine or via the TMC. If the traveler does not notify the eTS
contractor and/or designee of the cancellation, the eTS contractor is
entitled to the Transaction B fee.
Aggregated Fees
1. Scenario A: The eTS contractor aggregated CLIN 0002
(reservation/fulfillment) and CLIN 0003 (authorization/voucher) fees and
charged the traveler at the time that tickets are issued. Is this
allowable?
Response: No. Performance must have occurred prior to fee assessment. In
this scenario, the contractor is entitled to CLIN 0002 fees but not CLIN
0003 fees because travel has not yet occurred and no voucher has been
approved for payment. In this scenario it is possible for the traveler to
cancel the trip, in which case the eTS Reservation and Fulfillment fee
would apply. However, the traveler may not be required to file a voucher
(e.g., tickets and fees are central billed) so, the Authorization and
Voucher fee would not apply.
2. Scenario B: The eTS contractor aggregated CLIN 0002 and CLIN 0003 fees
and charged the traveler at the time of authorization approval. Is this
allowable?
Response: No. Performance must have occurred prior to fee assessment. In
this scenario, the contractor is not entitled to CLIN 0002 or CLIN 0003
fees. CLIN 0002 fees may only be assessed at time of ticket issuance and
CLIN 0003 fees may be assessed only after the voucher has been approved for
payment. In this scenario, the trip may never be approved so neither the
eTS Reservation and Fulfillment fee nor the Authorization and Voucher fee
would apply.
Voucher Fees
Contract Definitions
Travel Voucher: A digitally signed claim for reimbursement of expenses
incurred in the performance of official travel. For the purposes of
pricing, the travel voucher includes travel planning authorization, travel
advance, and travel voucher functionalities described in this contract.
Temporary Duty (TDY) Travel Voucher: Claim for expenses incurred in
connection with travel away from an employee’s official duty station, where
the employee is authorized to travel.
Local Travel Voucher: Claim for expenses, including taxi and mass transit
fares, privately owned vehicle (POV) mileage, and other miscellaneous
expenses incurred while performing official business within the vicinity of
an employee’s designated post of duty, not connected with TDY travel.
Amended Voucher: An amended voucher is a revised version of a voucher
already prepared and/or submitted, but not yet paid. The amended voucher is
substituted for the original voucher and only the amount claimed on the
amended voucher, if proper and correct, is paid.
1. Scenario A: The traveler completes a travel voucher and submits it for
approval. Prior to the travel voucher being approved through all levels of
the routing chain, the traveler amends the voucher which subsequently
receives final approval and is ultimately paid. May the eTS contractor bill
the agency two voucher fees, once for the original travel voucher and again
for the amended voucher?
Response: No. By definition, an amended voucher is substituted for the
original voucher, not in addition to the original voucher. The voucher is
not considered to be a “claim for expenses” until such time as it has
received approval through all levels of the agency’s routing chain.
2. Scenario B: The traveler completes a travel voucher which receives
approval from all levels of the agency’s routing chain and is paid. The
traveler then notices an error which requires another voucher for
additional expenses be submitted. May the eTS contractor bill the agency an
additional voucher fee for the additional expenses?
Response: Yes. By definition, an amended voucher is one where the original
travel voucher has not been paid. In this scenario, the original voucher
was paid and the traveler is submitting a new voucher for additional
expenses. Therefore, the eTS contractor is entitled to another voucher fee.
Miscellaneous Scenario
1. The traveler inadvertently deletes his itinerary/invoice e-mail and
requests that it be sent again.
Response: If the traveler has a self-service transaction, the traveler
should be instructed to print the itinerary from the eTravel Service. If
the traveler has a non-self service transaction, no additional fee applies. |
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