hess travel 2009

“Customer Satisfaction is our #1 Priority”

Proactive Travel Management Proactive Travel Management

Solutions…Solutions…

Hess Corporate Travel…


Why Choose Hess Corporate Travel?

Our people Customer satisfaction is our #1 priority Responsive to customers needs Stable and competent travel partner One stop solution for all travel needs Creative travel solutions Our technology Proactive account management Cost savings Capture travel spend Smooth implementation


Partnership of two power house business travel organizations in one Hess Corporate Travel & American Express…

Your Business Travel Team…


Travel Professionals…“Our people make the difference!”

• Proactive Account Management• Accurate and timely reporting• Travel management consultation (travel trends, cost savings opportunities, profitability analysis)• Account Reviews (monthly, quarterly, yearly) • Customer Service

• Exceptional Travel Agent Team• 40 + Experienced Travel Professionals (current staff has an average of 17 years)• Customer satisfaction is our number one priority • Continual training, weekly staff meetings and coaching• Emphasis on service levels • Technology Management • Commitment to quality and service• Innovative ideas for potential cost reduction opportunities, vendor program development

and monitoring progress• An investment to building a strong future in an ever changing industry• The assurance that the agents have the most up to date training and technology


Business Partner & Leader in Business Travel Management

• Listed 36th largest Travel Agency by Business Travel News 2009 • Customer Satisfaction is our #1 priority • Impeccable communication • Supportive Account Management• Innovative technology• Continuous improvement of business travel • Creative service configurations


Value Added Business Travel Services…

• American Express Preferred Extras Hotel Program• Preferred rental car rates with all major car rental company’s• Preferred Partner Airline program - allowing “waivers & favors”• Toll Free, 24 hour, 7 days per week in house emergency assistance by Hess Corporate Travel

Agents who are familiar with your account• Automated low fare search, seat re-check up until day of departure• Pro-active account management solutions• Dual Global Distribution Systems (Worldspan and Sabre)• Innovative self-booking tool - Rearden Commerce & Cliqbook• Online reporting tools - Ibank• “Lookin’ for Trouble” Service - an proactive accelerated attention before & during a trip to solve

weather related challenges, mechanical issues, gate changes, seat assignment risk & favorable fare changes with instant traveler communication.

• “Ticket Goalie” Pro active unused ticket tracking & usage reporting• Dedicated Account Management• Dedicated experienced Travel Agents


Innovative Technology…

Reservation Systems:

Online Booking Tools:

Itinerary Communication:

Management Reporting:

Quality Assurance:

Other Technology: Worldspan SecuRate®


iBank Management Reporting…

Pre-Trip Intercept poor purchasing decisionselectronically in real time.

Post-Travel Multiple standard reports to bereviewed and analyzed electronically.

Customized Designed to fit your travelenvironment (i.e., division detail).


iBank Management Reporting…


Other Technology…

• Separate profile database – will communicate to reservation system and online booking tools

• Increases online booking usage• Online access for easy review and modification• Real time update to systems• Traveler has 24/7 access to information• Fast, efficient way to update global credit card charge,

HR data, company information changes• Quick and easy implementation


Hess Corporate Travel measures a travel management program’s success through three key elements:

“Our Approach”

• Identify opportunities for significantly reducing overall travel costs • Assess current travel practices, processes and policies• Make recommendations for high-performance and cost-effective client/travel agency partnership• Partnership reviews provide an opportunity for your Account Manager to validate our commitment.• Review travel trends• Review supplier strategies• Identify financial opportunities• Assess customer satisfaction• Ongoing communications and education• Benchmark against like accounts• Evaluate technology• Reduction in the total cost of travel expenses• Increased satisfaction• Improved employee productivity

Partnership Reviews…



Why T&E Goals are MissedWhy T&E Goals are Missed



Hitting T&E Goals


Pricing Philosophy…

We believe that a pricing plan must deliver a productive and mutually beneficial financial arrangement to our partnership. As your travel management partner, we work aggressively to reduce your total travel costs by:

• Reducing the cost of air, car and hotel expenses. • Offering vendor negotiation assistance.• Reducing the costs of processing travel.• No additional charges for “normal” practices.• Fee-for-service arrangements foster true agency-client partnerships,

eliminating the disincentive to reduce travel costs. Since our compensation comes from client fees rather than vendor payments, this method encourages us to continually strive to lower operating costs, maintaining a win/win relationship.

hess travel 2009

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