Travel Booker’s Guide generic reservations handbook
Table of Contents Page Welcome to Flightline Travel Management Ltd ...... 4 Guide to Business Travel ...... 4 Contact Information - Flight, Rail, Car, Passport Visa ...... 5 Flightline Travel Management Ltd ...... 5 General Reservations - (Air, Rail, Eurostar & Car) ...... 5 Out of Hours Service...... 5 Reservations Team ...... 5 Account Manager ...... 5 Contact Information – Hotels (Only if utilising our online self-booking tool) ...... 6 Hotel-line ...... 6 General Reservations - Hotels ...... 6 Out of Hours Service - Hotels ...... 6 Reservations Team ...... 6 Account Manager ...... 6 Generic Services ...... 7 Added Value ...... 8 Operation – Flight, Rail, and Car Hire ...... 9 Flight Ticket Delivery ...... 9 Out of Hours Emergency Service – Flight, Rail, and Car Hire ...... 9 Out of Hours Emergency Service Procedure – Flight, Rail, and Car Hire ...... 10 Personal Traveller Profile - Flights ...... 10 Passport and Visa Applications ...... 10 Operation – Hotels (Only if utilising our online hotel self-booking tool) ...... 11 Out of Hours Hotel Emergency Service ...... 11 Out of Hours Hotel Emergency Service Procedure – Hotels (Only if using our online self-booking tool otherwise call Emergency service as detailed on page 5) ...... 11 Air Reservations Offline ...... 12 Making a Reservation ...... 12 Making a Change to an Airline Reservation ...... 13 To Cancel an Airline Reservation ...... 13 Advanced Passenger Information (APIS) ...... 13 Air Reservations On-line ...... 14
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What Type of Ticket Should You Use ...... 14 Flightline Wholesale /Consolidated or Contracted Net Tickets ...... 15 Unused Tickets ...... 15 Alternative Fare Type Names ...... 16 Traveller Health/Inoculations ...... 18 Chauffeur Drive ...... 18 Airport Parking ...... 18 Air Charter ...... 18 Conference & Group Travel ...... 19 Car Hire Services ...... 20 Ferry Services ...... 20 Rail Services ...... 21 Domestic Rail ...... 21 UK Rail Ticket Types...... 21 European and Worldwide Rail ...... 22 Eurostar and Euro Tunnel ...... 22 Hotel Reservations Online & Offline ...... 23 Customer Service ...... 24 Glossary of Terms for Air Travel ...... 25 Appendix - Offline Forms ...... 27 APIS - Advanced Passenger Information Form ...... 28 Traveller Personal Profile Form (Confidential) ...... 29 Offline - Hotel Booking Form ...... 30
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Welcome to Flightline Travel Management Ltd
We welcome you as a customer of Flightline Travel Management and would like to take this opportunity to say how pleased we are to have been appointed to service your travel account.
The key to our success lies in our ability to understand and interpret each of our clients’ needs individually.
Guide to Business Travel This handbook is designed to assist travellers and travel bookers when organising travel. The handbook offers an insight into the rules and regulations involved when booking travel and specific information relating to the servicing of your travel account by Flightline Travel Management.
Flightline Travel Management understand the key objectives for managing your travel services and are able to provide efficient and effective service and value for money. We also understand that due to the nature of your business, your travel arrangements are very confidential.
Over the past years, the travel industry has seen many changes. The introduction of low cost airlines and new technologies has had a major impact on the way air tickets are bought and sold. Customers’ needs have also changed with air travellers demanding greater choice and better value for money.
Flightline Travel Management will constantly provide updates and information on the future changes within the travel industry and provide choice and a clear understanding of the opportunities available to you. Periodically, Flightline travel will distribute travel alerts; these will keep you informed on disruptions, strike action etc.
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Contact Information - Flight, Rail, Car, Passport Visa
Flightline Travel Management Ltd
Parkway House | 14 Haddenham Business Park | Haddenham | Buckinghamshire | HP17 8LJ
General Reservations - (Air, Rail, Eurostar & Car) Out of Hours Service
Telephone: 0844 332 0174 Telephone (within UK): 01908 009 978
Fax: 0844 332 0175 Telephone (International): +44 1908 009 978
Email: [email protected]
9:00 am to 5:30 pm Monday to Friday Emergency use only as this is a chargeable service
Reservations Team
Debbie White
Operational Director
Kirsty Newton Janet Lewis
[email protected] [email protected]
Emily Colson Emma Talbot
[email protected] [email protected]
Kathryn Lambourne Sally Cooper
[email protected] [email protected]
Account Manager
Tony McDaid
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Contact Information – Hotels (Only if utilising our online self-booking tool)
Hotel-line
Parkway House | 14 Haddenham Business Park | Haddenham | Buckinghamshire | HP17 8LJ
General Reservations - Hotels Out of Hours Service - Hotels
Telephone: 01844 299776 Telephone (within UK): 07008 900 900
Fax: 0844 332 0175 Telephone (International): +44 (0) 7008 900 900
Email: [email protected]
Monday to Friday - 9:00 am to 5:30 pm Emergency use only as this is a chargeable service
Reservations Team
Kat Shirley Shelley Sudborough
Beth Lucas Emily Colson
Account Manager
Tony McDaid
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Generic Services
Airline tickets and itinerary planning
Direct sell airlines
UK & international hotel reservations
UK Rail
Continental/Eurostar/European Rail Tickets
Euro-tunnel
Car hire reservations
This facility extends to all your chauffer drive requests
Ferry reservations
Passport & Visas
Interact Events – International conference, meetings and incentive travel
Out of hours / Emergency Service (24 hours / 365 days)
Flight and hotel packages
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Added Value
Account Management
Airport meet and assist
Airport parking
Cost saving initiatives
Management information reports
Senior Management Support
On-line Self-Booking Tool training and seminars
Travel policy development
Technology – websites
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Operation – Flight, Rail, and Car Hire
Your dedicated travel team is outlined on page five of this guide together with all other staff members who are responsible for the efficient running of your account.
Any of our staff members are available to contact: [email protected]
OR alternatively by utilising the general reservations e-mail address: [email protected].
Full contact details are outlined on page five of this guide.
Flight Ticket Delivery Ticket delivery can take place as follows:
E-tickets (Electronic ticketing at airports)
Dispatched / First Class post daily.
Special post guaranteed to arrive by 12:00 hours the next day.
Pre-paid ticket on departure (Note: Some airlines charge a ticketing fee.)
Courier
Flightline Travel Management Ltd will require a 17:00 hour cut off time for next day delivery.
Out of Hours Emergency Service – Flight, Rail, and Car Hire When our office closes at 17.30 hours, all calls of an urgent nature are directed to our 24-hour emergency booking service. This is manned at weekends, Bank Holidays and from 17.30 hours to 09.00 hours each weekday night.
It should be used for genuine last minute and emergency needs only as this service is a chargeable facility to your organisation, so please ensure you do not use it for reconfirming a flight or to obtain general schedule information. Flightline Travel Management Ltd in conjunction with Allseven24 Helpline Emergency Service has a dedicated team based in the UK who has direct access into our reservation systems and traveller profiles and will deal with the calls immediately. The traveller will be accountable for any non- compliance with your company travel policy and a detailed description of any amendment will be advised to Flightline Travel the following day.
NB: Please note if your company does not use our on-line hotel self-booking tool then please use this service for hotels as well.
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Out of Hours Emergency Service Procedure – Flight, Rail, and Car Hire
1. Contact the applicable telephone number detailed below:
For calls made within UK 01908 009978
For calls made from outside the UK +44 1908 009978
2. Choose one of the two options depending on your date of travel.
3. Telephone will be answered as Flightline Travel.
4. Quote your full name and flight details, alternatively you’re booking reference, which is located on the top right hand side of your itinerary.
5. Advise what your amendment requirements are.
6. Traveller to settle ticket costs direct via credit card.
NB: Please note if your company does not use our on-line hotel self-booking tool then please use this service for hotels as well. Personal Traveller Profile - Flights All frequent travellers will be asked to complete a ‘Travel Profile Form’. Information from this form will be entered into our computer system, allowing us to store all pertinent information that is required each time a booking is made and assists greatly in speeding up processing time on each enquiry.
Information such as the travellers phone number, secretary’s name, seating preference, special meals, and hotel preferred cards etc. is important to our travel consultants in accommodating each traveller’s personal preferences within your company’s travel policy.
Any changes in information contained in the profile form should be submitted in writing immediately so that we are able to update our computer system. All information is held in strict confidence. The ‘Personal Traveller Profile Form’ can be found on page 29/ appendix 2 of this document or can be e-mailed in electronic form if requested.
Passport and Visa Applications Please ensure we are aware of any traveller who is NOT holding a British Citizens passport, as their visa requirements can be different, even in Europe.
Using a specialist agency based in London, Flightline Travel will process and obtain Passport applications, renewals and Visas. We will advise you on requirements such as invitation telex, business letter, number of photographs, application forms etc. by means of an electronic visa pack. On very rare occasions an embassy may insist on interviewing the applicant personally. This is the only time we cannot intervene for you.
It is quicker for you to forward documentation direct to our Passport and Visa supplier by Special post or a collection service from your London office maybe more beneficial. In these instances please ensure you advise a member of our staff as they will need to make arrangements for billing etc. Where possible allow plenty of time to obtain visas.
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Operation – Hotels (Only if utilising our online hotel self-booking tool)
Your dedicated team is outlined on page six of this guide together with all other staff members who are responsible for the efficient running of your account.
Our members of staff are available to contact on e-mail address: [email protected]
OR alternatively, via contact telephone number: 01844 299776.
Hotel booking confirmations will be e-mailed or sent via SMS text message.
Full contact details are outlined on page six of this guide.
Out of Hours Hotel Emergency Service When our office closes at 17.30 hours, should you require urgent assistance regarding your hotel reservation please contact our emergency service as detailed below. This service is manned at weekends, Bank Holidays and from 17.30 hours to 09.00 hours each weekday night.
It should be used for genuine last minute and or emergency needs only as this service is a chargeable facility to your organisation, so please ensure you do not use it to obtain general hotel information.
Hotel-line in conjunction with Hotelzon provides this service via UK based staff, which have direct access to our hotel reservation system and traveller profiles and will be able to assist with your enquiry. The traveller will be accountable for any non-compliance with your company travel policy and a detailed description of any amendment will be advised to Hotel-line the following day.
Out of Hours Hotel Emergency Service Procedure – Hotels (Only if using our online self-booking tool otherwise call Emergency service as detailed on page 5)
1. Contact the applicable telephone number detailed below:
For calls made within UK 07008 900 900
For calls made from outside the UK +44 (0) 7008 900 900
2. When calling please state your company name and quote your applicable reservations number which can be found on your e-mail confirmation. (If you are asked to leave a message please leave your name, telephone number and if your enquiry is urgent a brief description of your request).
3. Travellers will be asked to provide their credit card details to pay for any additional hotel cost.
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Air Reservations Offline
Contact Flightline Travel via telephone to make a general enquiry or a firm arrangement or alternatively via e-mailing [email protected].
To provide a more efficient and personal service your designated team of consultants will assist you with your enquiries. Please ensure all your travellers have a completed a ‘Traveller Profile Form’ (see appendix 2 /page 29) which provides us with all their personal preferences, this form is located at the back of this document.
Making a Reservation Please supply the following information:
Your name and office location, traveller e-mail address.
The name of the passenger (which must match the name as detailed on their passport).
Whether it is a change or a new reservation.
Date of outbound departure & route, the time of departure or the time of landing.
The date of return travel and the time & any preference of departure airport.
Class of travel, i.e. mid cabin, economy class or the cheapest.
Additional services required – car hire, hotel, etc.
Ticket delivery address (if not an electronic ticket)
To confirm a booking, Flightline must receive an e-mail confirmation from you along with any mandatory cost centre information.
Remember – We can reserve a provisional seat for the traveller for 24 – 48 hours, with the majority of airlines, this option is not offered by the no frills airlines and some Internet bookings. We will then e-mail the flights held with price alternatives and brief fare regulations. It is the Travel Booker’s responsibility to check and ensure all details are correct. Once we receive an e-mail confirmation from your designated travel booker we will issue your tickets or arrange tickets at the airport, as agreed.
In all cases fares are only guaranteed on day of booking.
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Making a Change to an Airline Reservation
Call or e-mail Flightline with the passengers surname and date of travel advising the changes required. Our staff will advise if any additional cost is involved. Amendments will be made and reconfirmed by e-mail. If additional charges apply, we will require cost center information, if applicable.
To Cancel an Airline Reservation Telephone and advice the Flightline team that you wish to cancel a reservation by providing traveller name and date of travel. Flightline staff will advise you if there are any cancellation charges involved. The request to cancel the booking needs to be confirmed by e-mail to the Flightline team member you have been dealing with before the booking is cancelled. Advanced Passenger Information (APIS) Due to security issues around the world, Governments have stipulated that advanced passenger information must be collected and put in each booking prior to the passenger being allowed to fly. This requirement only applies to certain countries but is becoming more widespread. Therefore, we have listed the so-called APIS-Form which outlines all the information we require at time of booking. The APIS Form can be found on page28/ appendix 1.
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Air Reservations On-line
Flightline Travel can provide your company with an on-line air self-booking tool, which is utilised by trained bookers who can make reservations for UK and European flights plus Eurostar. Please note for long-haul bookings please contact Flight-line to make the booking offline. If the travel booker requires any assistance whilst utilising the air self-booking tool, please call us on telephone number 01844 299 780 and our experienced staff will be able to assist you.
Flightline Air Self-Booking Tool URL: TBA
Login Name: (This is your first initial and surname, no spaces all in lower case).
Password: (As advised in separate e-mail.) What Type of Ticket Should You Use Life would be easy if the decision merely boiled down to four options. First, Business, Mid Cabin and Economy Class. However, fierce competition amongst the airlines and the advancement of yield management software means passengers can choose from a highly complex myriad of fares all governed by different rules and conditions. They may include anything from no change of reservation to minimum stay requirements and / or cancellation penalties. Equally, some fare types (for example, BA’s World Offer Fares) are only applicable on certain flights and on a limited basis. It is quite possible, therefore, that the traveller may find themselves sitting beside someone who has paid a higher or lower fare for an identical journey.
The number of different fare types runs, literally, into the tens of thousands and it is the experience and training of our consultants, in conjunction with the sophistication of our Amadeus reservation system that ensures you get the best fare for your traveller. Having said this, fares to European cities can be categorised in a way that will help you choose the right fare type for the journey being taken.
Economy Class
Brand names, BA – Euro or World Traveller.
Mid Cabins
BA’s World Traveller Plus, Virgin’s Premium Economy and United Airlines Economy Plus (Virgin and British Airways have separate cabin for the traveller, but with United Airlines the larger seat pitches are located in the Economy cabin, but all seats provide extra leg room)
Business Class
Often referred to by brand names, e.g. BA – Club World
United Airlines – Connoisseur Class
Etihad – Pearl Zone
Virgin Atlantic – Upper Class
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First Class
Often referred to as ‘First Class’ or other airlines may use different brand names.
In today’s market place, there are many opportunities to reduce annual travel expenditure. The potential and actual savings are dependent upon the collaboration of a good travel management company and the objectives of the corporate.
Standard Airline Tickets Flightline Travel Management Ltd will always search for the lowest available fare for your destination and offer alternatives for you to choose what best suits your schedule
Flightline Wholesale /Consolidated or Contracted Net Tickets Flightline Travel Management is part of one of the largest UK purchasing consortiums, generation over 3 Billion in sales and we utilise our purchasing power to obtain specially negotiated air fares for our clients. Currently we have over 10 million special fares which will produce large cost saving for your organisation. These types of tickets can in some instances still allow you to have a flexible refundable ticket, but which, has been discounted up front.
Your travel consultant will ascertain the level of flexibility required as the time of booking. The travel consultant will then search for the best fare to suit the requirements of the trip and respond by quoting the consolidated fare compared with the standard published fare. These fares will vary in cost and generally have limited availability, therefore it is advisable to book as early as possible or hold a provisional booking.
Unused Tickets Before we can issue any refund, Flightline Travel will have to have received notification prior to departure to cancel the reservation and then we need to request electronically via the airline system a refund. If it is a straightforward refund calculation we can process it in-house, which will result in a credit being forwarded to your organisation. If, on the other hand, the ticket included several flights, it is necessary for us to request that the airline calculate and process the refund authority. This process can take several weeks and, as a travel management company, we cannot issue a credit note to our customer without first obtaining the necessary authorisation from the airline. Reasons for a delay could involve any of the following factors:
Fare re-calculations on multi sector itineraries where one sector has not been used.
Tickets issued at foreign airports, which were not used.
Other airlines need to be consulted before the refunded amount can be determined.
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Alternative Fare Type Names C2 Fares
This is a promotional Business Class fare, available with certain airlines on selected routes.
It undercuts the full Business Class fare.
Only valid when travel is on a return basis with the same carrier.
Fully refundable and changeable.
PEX Fares
This stands for Passenger Excursion Fares. These are available for return journeys at little more than the single fare. Limited capacity restricted to certain designated flights only. Minimum and maximum stay requirements apply. Restricted changes and refunds apply.
APEX Fares
Minimum and maximum stay requirements apply.
Advance purchase required depending on destination 10 to 60 days before departure.
One-way fares available to some destinations.
In most cases re-routing and revalidation of ticket not permitted.
No stopovers allowed. Cancellation fees apply.
Point to Point
Available for first, business, MID cabin and economy class travel on specific routes, mainly Transatlantic, Far East and Australia. These fares offer a discount on normal rates in return for passengers sacrificing their rights to make a stopover(s).
Round the World ‘Round the World’ fares enable travellers to plan a complex business trip, perhaps taking in several regional offices in one swoop.
Certain restrictions apply:
Booking must normally be confirmed 14 days prior to departure.
Travel must be in 1 direction.
Minimum number of breaks.
Always operated in conjunction with several other carriers, but can be in Economy, Business or First Class.
Although these sound like serious restrictions, they can in fact offer enormous choice and flexibility particularly for the leisure traveller.
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Stopover Packages
These packages can be used for Business or Leisure and allow travellers to stay at some of the world’s finest hotels at substantially reduced cost. Generally speaking an airline will offer its best deal as its home base. Major players in the stopover market are Cathay Pacific, Philippine Airlines, Singapore Airlines, British Airways, Qantas, KLM and Emirates etc. The best savings are to 4 or 5 star hotels in the Gulf, Far East and Australia. Naturally the traveller is tied to the airline and must be sure of his plans in advance. Hefty penalties can apply for cancellation.
Many packages include:
Return airport / hotel transfers/Free sightseeing tours.
Car rental / shopping discounts.
Late checkout option.
Air Passes
In the main, Air Passes are aimed at passengers planning to travel extensively, particularly within the Mainland US and or Canada. Deals range from unlimited flight passes on a standby basis to simple one and two coupons offering to theme passes and to multi passes. All airlines have different rules, or multi coupon passes but a summary of US Air Passes is as follows:
Must fly to and from the USA.
Some require advance booking before arrival in the States.
Some require each sector to be purchased 7 days in advance.
Some prohibit travel at peak times.
Some tied to specific gateways.
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Traveller Health/Inoculations Flightline Travel will advise at time of reservation the compulsory health and inoculation requirements, as applicable. However, we advise that the traveller obtains immunisation through their local GP who will be more aware of the full medical background.
Chauffeur Drive If you don’t want to drive yourself you can pay someone to do it for you! Many self-drive rental companies also provide a chauffeur-drive service. This can really help out if you have an important overseas visitor or client who needs to get around but you don’t have the time to drive him yourself. It certainly creates a favourable impression to provide a chauffeur at their disposal.
Airport Parking Flightline Travel Management Ltd has preferred car-parking rates throughout the UK with Purple Parking and BCP Parking. They provide 24 hour surveillance, car parking and valet service.
Two types of parking are available; Chauffeur parking where the traveller is met by a Chauffeur outside the airport terminal, the car is parked and the return flight monitored so the car is ready outside the terminal on the travellers return. Alternatively, Leisure parking where the car is parked in a secure car park and a transfer bus is provided to the terminal.
Air Charter Hiring a private aircraft is often perceived as an extravagant and unnecessary expense. However, this need not be the case and, in certain circumstances, it can be a very economic and convenient means of travel.
Air charter gives the traveller choice and flexibility and removes the normal travel headaches of check-in, airport parking, adherence to timetables, etc.
Flightline Travel Management can help you by arranging to charter an aircraft or helicopter on your behalf. These “executive jets” can usually take-off and land at the smaller airfields around the country and you set the timetable, not the airline.
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Conference & Group Travel
Flightline Travel can arrange Conference and Group travel throughout the World. A group size is normally considered ten or more travellers and special rates can be negotiated depending on group size.
Please find detailed below the following services:
Location selection and pricing options.
Group airfare, hotel and ground arrangement negotiations.
Meeting style and set up requirements to include Audio-visual equipment etc.
Meal and beverage requirements.
Special events and incentive packages.
Airline reservations and ticketing.
For more information please contact your designated team at Flightline.
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Car Hire Services
Please contact your business travel consultants if you have a requirement for this service.
Renting a self-drive car is often a very flexible and economic way of getting about especially if your business includes meetings several miles apart. There are car rental desks in almost all the airports worldwide, including most towns and city centres. We have special arrangements with the world’s top car rental companies and your consultant can provide you with details regarding rates, vehicle types and locations from their Amadeus reservation system.
In order for us to arrange this we need:
Rentals pick up and drop off locations.
Duration of rental.
Car size and model.
Any car rental company membership number.
Any special requests, e.g. child seats, snow chains, etc.
Please note there may be a minimum age requirement when renting a car or an International driving licence requirement, this will depend on the destination and the car rental policy. A clean driver’s license must normally be presented to obtain a rental and a credit card (debit cards are not permitted). Travellers will be asked to settle payment for the car hire direct, via their credit card. Ferry Services
We can make arrangements and provide ferry tickets. Please contact your business travel consultants if you have a requirement for this service.
Please supply the following information:
Routing.
Name and number of passengers.
Type and size of vehicle.
License number.
Dates / times.
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Rail Services
Domestic Rail Rail-line is Flightline Travels specialist division for UK rail, we can provide your organisation with an on-line self-booking tool whereby reservations can be made along with seat requests and printed to either a desk top ticket printer which can be located in your office, please note this facility depends on the volume of rail generated by your organisation or alternatively we can print the ticket in our office and post it to you or arrange a Fast ticket collection at the train station. Only travel bookers who have received training are able to make reservations via this system, which also provides CO2 and on-line management reports.
The web Rail-line URL is as follows: https://flightline.evolvi.co.uk/logon.aspx
User name: (This will be your e-mail address)
Password: (This is unique to you)
However, If the travel booker requires any assistance whilst utilising Rail-lines self-booking tool please call us on telephone number 01844 299 780 and our experienced staff will be able to assist you.
UK Rail Ticket Types UK rail ticket types commonly used for Single and Return fares are split into three fare categories and apply to both Standard and First Class travel:
Advanced (Buy in advance, subject to availability)
These are single (one-way) fares offering great value for money on many long distance journeys. You must book in advance and travel on specific train services.
Off-Peak (Buy any time, travel off-peak)
These are cheaper fares for travelling when it’s less busy, so they have restrictions on when you can travel. Where there is more than one Off-Peak fare for the journey, the cheaper fare with more restrictions will be named Super-Off-Peak.
Anytime (Buy any time, travel any time)
These are the most flexible fares as there are no time restrictions on when you can travel. This option is perfect for people who need complete flexibility.
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European and Worldwide Rail Rail bookings for Continental Europe and beyond can be arranged very simply. It is necessary however, to allow at least 36 hours’ notice in order to supply these tickets, with the exception of Eurostar reservations, which can be ticketed instantly.
For all European or Worldwide rail enquiries please call your assigned travel team.
Please supply the following information:
Departure town.
Arrival town.
Approximate arrival time and date.
Class of travel.
Seating preferences, e.g. smoking or non-smoking, facing or back towards the engine, dining or non-dining (where applicable).
Please note that Flightline Travel Management ltd levies a charge for Continental rail reservations, refund and amendment charges will also apply.
Eurostar and Euro Tunnel Travel by high-speed train non-stop to central Paris or Brussels. Eurostar reservations can be made via Flightline Travels on-line air self-booking tool or alternatively you can place an off-line booking via your designated Flightline team.
Take your car on Le Shuttle. Journey time form Folkestone to Calais – 35 minutes. These booking will have to be placed via your designated Flightline team.
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Hotel Reservations Online & Offline
Hotel-Line, this is a division within Flightline Travel Management Ltd. Hotel-Line can provide an on-line self-booking tool by which your travel bookers can make their own reservations and this online system is also supported by a designated UK help desk. If the travel booker requires any assistance whilst utilising the hotel self-booking tool please call your designated team on telephone number 01844 299 776 and our experienced staff will be able to assist you.
Online Hotel Self-Booking Tool URL: https://ce.hotelzon.com/login.jsp
User ID: (This is your first initial followed by your surname, all in lower case).
Password: (As advised in separate e-mail to the travel booker).
** PLEASE DO NOT CHANGE YOUR PASSWORD **
WHEN YOU LOG-IN FOR THE FIRST TIME PLEASE PUT HZUK IN THE DOMAIN BOX
Please refer to your PDF “Hotel operations Manual”.
Should the hotel you require not be on our online system then please complete the ‘Offline Hotel Booking Form’ located on page 30 / appendix 3 and e-mail your enquiry to [email protected].
During the booking process the travel booker will be required to utilise the traveller’s credit card number to guarantee the hotel reservation for late arrival. On departure the traveller will be required to settle the bill direct via their credit card.
OUT OF HOURS SERVICE DETAILS can be found on page 5, for offline reservations or page 10 for reservations made via the Hotel-line online self-booking tool.
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Customer Service
It would be nice to think that all trips go smoothly but as we know problems do crop up from time to time. To ensure the best results arising from any problems we acknowledge all complaints within 48 hours and progress them until a satisfactory reply has been obtained.
Whatever the nature of your complaint is, WE WANT TO KNOW ABOUT IT.
This allows us the best opportunity to deal with the situation and ensure matters are resolved to your satisfaction. It is always best to put your complaint in writing whereupon we will respond within the timescales detailed above.
Should there ever be any serious problems that cannot be dealt with by our consultants, please do not hesitate to contact Debbie White Operations Director or your Account Manager.
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Glossary of Terms for Air Travel
Like all industries, we often speak in jargon and acronyms. This services absolutely no purpose other than to make us seem more intelligent than the average person! For this we apologise, but so our advice and information is clearly understood here is an explanation of the most common jargon terms used:
AMADEUS The airline computer reservation system we use to book your flight, hotels, care hire and rail.
CONNECTING FLIGHT A change of plane required in a designated city. Two coupons are required.
CODESHARE FLIGHT An airline has a seat allocation on another airline’s aircraft. The fares and flight number will differ from those of the ‘host’ airline. This is important for the traveller to be aware of.
DIRECT FLIGHT The same flight number applies to the entire journey although it may touch down en-route. There is no need to disembark.
E-TICKET This is an electronic ticket. In other words, the traveller merely goes to the airport and checks-in themselves using the Self-Service Kiosks. No more waiting for paper tickets.
INVENTORY / CAPACITY This term stipulates the number of seats sold at a particular time. The CONTROLLED number of seats on an aircraft is flexible and is solely determined by the airline. Changes can occur without notice. Hotels have the same concept, limiting the number of rooms sold at a specific rate.
MAXIMUM CONNECTING Four hours is the longest time a passenger may stay at a domestic TIME connecting point (unless the next available flight is beyond the four hour time frame). After four hours, the point becomes a stopover and this may affect the airfare.
MINIMUM CONNECTING A pre-calculated time that allows you to comfortably make your TIME onward flight. Under cutting this time may mean you miss your connection!
MPD Multi-Purpose Document, which we use for PTA’s; TOD’s. You do not physically receive this document.
NON STOP FLIGHT As it sounds – the flight does not touch-down until it reaches the destination airport.
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NO SHOW AIR This occurs when a traveller does not use an outbound ticket coupon resulting in the cancellation of the on-going sectors.
NO SHOW HOTEL CHARGE This occurs when a traveller does not check into a hotel as per the reservation. The traveller will be charged for a one night stay. This only happens when the traveller does not cancel the reservation outside of the cancellation policy as stipulated by the hotel.
PNR Passenger Name Record or unique booking reference on the computer.
PROFILE A computer record of your company details, and your individual traveller’s requirements.
PTA Prepaid Ticket Arrangement – the ticket was paid for in the UK to be issued and collected by the traveller overseas.
SECTOR One flight, e.g. London to New York.
TOD Abbreviation for Ticket On Departure. Where the traveller collects a paid for ticket at the airport.
VISA A stamp on one’s passport allowing entry into a particular country, (required for business and tourism) without which you may be sent straight home. We will advise as required.
WAITLIST The flight is showing full but your passenger is in the ‘queue’ if anyone cancels.
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Appendix - Offline Forms
1 APIS (Advanced Passenger Information) Form
2 Traveller Personal Profile Form (Confidential)
3 Offline - Hotel Booking Form
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APIS - Advanced Passenger Information Form
Due to security issues around the world, Governments have stipulated that advanced passenger information must be collected and put in each booking prior to the passenger being allowed to fly. This requirement only applies to certain countries but is becoming more widespread. Therefore, we have listed below a sample of the information we require at time of booking.
Mandatory Information required by Custom & Border Control
For British Passport Holders
TRAVELLER’s MUST HAVE A MINIMUM OF 6 MONTHS VALIDITY IN THEIR PASSPORT
PASSENGER 1
Passport Number
Citizenship
Date of Birth (ddmmmyy)
Gender Male/Female
Passport Expiry date (ddmmmyy)
Country which issued passport
Surname on passport
First & Middle Name on Passport
Country of Residence
Address of first night stay
First Line of address
City
US State
Zip Code
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Traveller Personal Profile Form (Confidential) (Please complete this form and e-mail [email protected])
Traveller Details Company Name Employee No.
Surname Given Name(s) Title in full to match passport
Position Nationality Passport issue date / /
DOB. Passport No. Expires / /
Credit Card Details (if applicable) C/C company Number Expires /
Payment for Air Ticket Payment for guarantee late arrival at hotel
Airline Preference - Frequent Flyer Membership Airline No. Airline No.
Airline No. Airline No.
Airline No. Airline No.
Seating Preferences Non Smoking Window Additional Request
Smoking Aisle
Right hand side of aircraft Left hand side of aircraft
Special dietary requirements...... (please detail) .
Car hire and Hotel preference Car hire membership Hotel
Company Name or Group
Number Number
Additional request Additional request
Contact details Home address Telephone Mobile
Office direct dial number e-mail address of the traveller
Name of office contact Telephone Ext. when out of office
Cost Centre (only if Fax. remains constant)
Flightline Travel Management Ltd takes full responsibility for ensuring that proper security measures are in place to protect your information. We must pass the information onto the relevant third party suppliers of your travel arrangements, such as reservation systems, airlines, hotels, transport companies, on-line booking companies etc. The information may also be provided to security or credit checking companies, public authorities such as customs/immigration if required by them, or as required by law. By disclosing your personal information to Flightline Travel, you consent to the collection storage and processing of your personal information as detailed above. Please e-mail your completed traveller profile form to [email protected] .
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Offline - Hotel Booking Form Please complete the form and e-mail [email protected] . All sections marked with * are mandatory.
Travel Booker Details* First Name Surname Phone Number
Traveller Details* First Name Surname
Mobile Number (required Email Address for SMS confirmation)
Booking Details* Hotel Preferred City
Postcode Country
Arrival Date / / Number of Nights
Number of Rooms required Number of Travellers per Room
Credit Card Details* (these data are required to guarantee hotel for late arrival) Type of Card Card Number
Card Holder Name (as stated on card) Expiry Date /
Cost Centre 1(if applicable) Cost Centre 2 (if applicable) Cost Centre 3 (if applicable)
Other Cost Centres (if applicable)
Other Requests
E-MAIL the completed form to [email protected]
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