Provision of Services Related to Travel Management for the EIB Group

Description

Lot 1: There are key activities under the responsibility of the service provider, with service requirements including but not limited to: • dedicated service team, provided through explant configuration with guaranteed backup provision; • key personnel proposed to be fluent in English and French (B2 level or equivalent); • general servicing hours 8.30 to 18.30 Monday to Friday; • handling of all information requests by the EIB Group (flight schedule, hotel location, etc.); • VIP service dedicated to top management of EIB Group, handled by a specific team of two travel agents including backup; • dedicated full-time ‘Account Manager’; • coordination of all the travel activities under the service provider’s responsibility including among others: air and rail bookings and ticket issuance, hotels bookings and car rental bookings; • provision of an online booking tool for use by EIB Group staff; • fulfilment of online bookings, initiated through the Service Provider’s online booking tool; • handling of visas; • provision of travel applications; • delivery of travel reports; • delivery of traveller tracking reports; • Emergency Service 24/7: the service provider must guarantee an emergency hotline service for queries from EIB Group staff arising outside the normal working hours. This service must be available in English on a 24/7 basis. This emergency hotline must be available from any place in the world. The Emergency Service 24/7 is required to comply fully with the client’s travel policy and must be delivered under the same quality standard as with the regular team; • crisis management – EIB Group has an agreement with another contractor (SOS International) which provides up to date information though an online platform available 24/7, on security issues as well as bespoke and tailored documentation to travellers. The Service Provider will be required to transfer all booking information to this security platform or to any other platform which may be sourced by the EIB. Any related costs must be included In the Financial Proposal worksheet; • requirement for three fare quotes for all transcontinental booking requests (where three options are applicable/available). • provision of a travel portal, to be used as the single entry access point for all travel related information – including OBT, traveller profiles etc. • group air tickets/meetings and events services; • automated unused ticket tracking/ e-ticket refunds; • ensure whilst booking that full content is guaranteed for air/rail/hotel and car rental (i.e. Low Cost Carrier (LCC), New Distribution Capability (NDC)).