protravel international travel handbook
TRANSCRIPT
PROTRAVEL INTERNATIONAL
Travel Handbook
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TABLE OF CONTENTS
INTRODUCTION - - - - - - - - - 4 PROTRAVEL INTERNATIONAL QUICK REFERENCE SHEET- - - - 5 PROTRAVEL INTERNATIONAL SAMPLE INTRO LETTER - - - 6 PROTRAVEL INTERNATIONAL SERVICE FEES - - - - - 9 TRAVEL PROFILES - - - - - - - - - 10 CLIENT REQUESTS AND COMMENTS - - - - - - - 11 EMERGENCY ASSISTANCE - - - - - - - - 12 WORLD SERVICE - - - - - - - - - 13 EMERGENCY VS. NON-EMERGENCY DEFINITION - - - - - 14 RESERVATIONS: AIR, CAR, HOTEL - - - - - - - 15 HERTZ GOLD MEMBER APPLICATION - - - - - - 16 PROTRAVEL INTERNATIONAL RESFAX/RESMAIL - - - - - 18 ITINERARY INVOICES, VIRTUALLY THERE - - - - - - 19 SEAT ASSIGNMENT - - - - - - - - - 20 UPGRADES - - - - - - - - - - 21 CAR RENTALS - - - - - - - - - - 23 LIMOUSINES AND TOWN CARS - - - - - - - 23 HOTEL RESERVATIONS - - - - - - - - 24 PROTRAVEL GLOBAL HOTEL PROGRAM - - - - - - 26 DELIVERIES - - - - - - - - - - 28 CHANGES - - - - - - - - - - 29 REFUNDS AND CANCELLATIONS - - - - - - - 30 UNUSED AND LOST AIRLINE TICKETS - - - - - - 31 E-TICKETS AND PREPAID TICKETS - - - - - - - 32 AIRPORT CHECK-IN - - - - - - - - - 33
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VACATION AND PERSONAL TRAVEL - - - - - - - 34 VACATION DEPARTMENT PROFESSIONAL FEES - - - - - 35 PASSPORTS - - - - - - - - - - 36 VISAS - - - - - - - - - - - 37 AIRLINE CLUBS - - - - - - - - - 38 FREQUENT FLYER BONUS PROGRAMS - - - - - - 39 GLOSSARY OF TRAVEL INDUSTRY TERMINOLOGY - - - - - 40 10 TIPS FOR SMOOTH SAILING THROUGH AIRPORT SECURITY - - - 48
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INTRODUCTION
We are pleased to provide (Company Name) with this Travel Handbook as a reference to the programs and services available from Protravel International LLC This handbook is intended as a guide to making reservations and as a directory of useful travel related information. Protravel International LLC is a corporate travel management company committed to the highest level of personalized customer service and the greatest possible savings for our clients. Protravel International LLC integrates high tech with high touch. We use the latest state-of-the-art reservation, accounting and communication hardware and software in the marketplace. This enhanced technology serves as a tool in our mission to continue to provide the “high touch” personalized service we are known for. Travel is a dynamic, fast paced, ever-changing business, and we consider you, the travel arranger or traveler, our partner in this endeavor. As such, we encourage you to contact us if you have any questions, comments, or suggestions. Your feedback is vital to our successful partnership. All of us at Protravel International LLC look forward to working with you.
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PROTRAVEL INTERNATIONAL SERVICE QUICK REFERENCE SHEET ADDRESS: Headquarters
515 Madison Ave, New York, NY 10022 TELEPHONE: 212-755-4550(tel) 800-227-1059 212-593-4907 (fax) OFFICE HOURS: 9:00 AM-5:30PM Monday- Friday EST EMAIL: agent’s name: [email protected] EMERGENCY ASSISTANCE: 24 hours a day/ 7 days a week / 365 days a year 800-928-2562 Membership ID S6G0 AFFILIATIONS: VIRTUOSO ABC Corporate Services ABC PREFERRED CLIA ASTA Four Seasons Preferred Partner Ritz Carlton STAR partner
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SAMPLE WELCOME LETTER
To: COMP ANY NAME
From: Priscilla Alexander, President, Protravel International
Date: {date}
COMPANY NAME has appointed Protravel International as its official travel management
company. We are honored to have been chosen and look forward to working with COMPANY
NAME and business travelers.
Protravel International is based in New York City, with offices in key cities around the U.S. and several major business centers in Europe. Our operation is focused on two things: providing value added in purchasing and personal service. Protravel does not operate a “reservation center” where the next available agent takes your call. We prefer the personalized service provided by dedicated account executives. You will always reach the same team of agents who will work hard to gain your trust and loyalty. They are available by dedicated telephone and fax numbers, and real time email during regular business hours, and then through our emergency reservation service after hours or on the weekend. The Senior Account Executives assigned to service your account are Jane Doe and John Doe. They can be reached at:
John Doe Jane Doe Tel number: 212-409-9538 212-409 -9539 Fax Number: 212-755-9256 212-755 -9256 Toll Free: 800-227-1059 x538 800-227 -1059 x539 Email address: [email protected] [email protected] 24/7 emergency toll free number: 800-928-2562 ID Code S6G0
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If you are a business traveler, please complete the attached personal profile and return it to us promptly via email. This information will be kept in our computer database to ensure that your personal preferences are always met and your frequent flyer accounts are always credited. To encourage you to return the profile to us, all completed profiles will be entered into a drawing for two round trip economy class tickets on American Airlines, good for one year to the Caribbean, 48 Contiguous States, Mexico and Canada. Here is a list of some of the services we offer: • Automated Fare Search - When you have made your airline reservation, the computer will
automatically search every carrier for the lowest fares to your destination. By providing all of the available flight and fare options, the traveler is allowed to make an educated decision about their trip.
• Fax / Email Confirmation - Once you’ve completed your travel reservations, ask your agent to fax or
email a confirmation. In minutes, you will receive a printed itinerary with your complete flight, hotel and car information.
• Procheck - Should a fare ever drop between the time you purchase your airline ticket and take your
flight, our office will notify you by telephone and/or email so that you can receive a travel credit for the difference.
• Corporate Hotel Rates - You are invited to use our specially negotiated Corporate Hotel Rates at
over 15,000 hotels worldwide. The rates we offer are, on average, 15% - 35% less than standard corporate rates.
• Ticket Delivery - Unless otherwise requested, tickets will be issued electronically. If a paper ticket is
requested we will deliver it by US mail, or an overnight delivery service.
• Emergency Telephone Service - Although we do every thing possible to ensure that your travel will be trouble free, occasionally unexpected changes do occur. For that reason we offer a toll free hotline that can be utilized anytime after normal business hours, as well as on weekends and holidays. The number is 1-800-928-2562. Please use ID code S6G0 to identify Protravel as your agency. The emergency number will also appear on your itinerary.
• Passport and visa applications - We operate an in-house visa desk staffed full time by Protravel
employees. We make all visa and passport arrangements where necessary for Clients who need such services. Our agents will process all visa and passport applications and our in-house messengers will pick-up and drop-off completed visas and passports. All visa and passport applications can be downloaded from our corporate web site at.
• Customs and health information - Where necessary we can provide Customs and Health
information to our VIP travelers. Additionally we can provide State Department Travel Advisories where appropriate. Check out our web site for all current and updated information.
• Time zone, climate and local custom information - we can provide detailed travel itineraries where
appropriate providing details of local time zone, climate customs and a wealth of other useful information.
• Connection assistance/direction - Meet and Greet services are available at many airports to
provide assistance with onward travel and connections.
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• Travelers checks / Foreign Currency - we can provide international currency and travelers checks, billed to a traveler’s credit card and delivered directly to the traveler’s office or home. This is a free service.
• Air carrier problem resolution - We maintain close ties to the sales offices of most major airlines.
In the event that a traveler has a complaint against an airline, all efforts will be made to help bring the complaint to a positive resolution.
• Global cellular telephone rental - Through a global network of telephone vendors, we are able to
provide cellular phone service in dozens of countries worldwide. Telephones are delivered by bonded messenger directly to your hotel or office
• International Travel Advisories - Protravel issues State Department travel advisories on a regular
basis. The information maintained in our database is updated in line with all State Department mandates. This information is also available on our web site.
• Weissmann Travel Reports - Protravel issues Weissmann customized itineraries for Clients. The
information is maintained in our network database and updated monthly.
For further information about Protravel and links to other useful travel web sites, please visit
www.protravelinc.com www.progolftravel.com
www.distinctivehoneymoons.com
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Professional Fees Effective 08/04/08
Ticket Issuance (Domestic or International) $28 agent / $12 online Exchange or Reissue any ticket $28 (per ticket) Void $0 (original fee applies) Hotel or Car Reservations without Airline ticket $0 Redemption of Personal Mileage Upgrades $50 Domestic/$100 International Free Award Tickets $100 Domestic/$250 International Successful Hotel Cancellation Waivers $28 Non-Emergency After-Hours call $15 (Emergency calls are free)
ALL FEES ARE NON-REFUNDABLE
Corporate Reservation Services Lowest available airfare guarantee – at unbiased pricing Creative ticketing for cost reduction Minimum agent experience level – 14 years Low turnover – average agent tenure – 8 years In-house international rate desk 24-hour Emergency, After-Hours Service Negotiated rates & block space at over 7500 hotels worldwide Full internet email capabilities for communication ease
Travel Program Consulting
Travel policy review and development Interpretation of corporate travel reports Assistance with vendor negotiations and targeting cost reduction opportunities Administration of airline contract programs Credit card reconciliation T & E process solutions
Travel Data Management
Off-site storage for your travel data Full range of 448 canned corporate reports Customized ad hoc reporting upon request In-house travel program management consultants Dedicated MIS staff Complete corporate travel program data management
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TRAVELER PROFILES
Our purpose at Protravel International LLC is to serve you professionally and efficiently. Sabre, our sophisticated travel reservation system, is one tool we use to achieve that goal. Within our system we have a program known as “STARS,” an acronym for Special Traveler Account Records. Essentially these are profiles of our clients. The information we need to know every time we make a reservation for a traveler is instantly accessible to us through the use of a simple format. This saves time for the travel arranger and agents because it eliminates repetition of information, which remains constant, i.e. name, phone number, seat preference, credit card number, etc. In order to program STARS into our system we request that clients fill out a Travel Profile form. This form is available online by accessing our website www.protravelinc.com and clicking on Online Traveler Profile in the Corporate Travel Section. (The direct link to this profile is http://www.protravelinc.com/newedge/profile.html) If a traveler’s information changes, please let us know immediately by emailing [email protected]. Simply include the name of the traveler, your company name, and any changes that you would like us to make to the traveler profile. You may also make any changes or updates directly with your dedicated account agent via telephone or email. Most of the information requested is straightforward and self-explanatory. Please take special note of the following: Airline Seat Preference:
This is very important so that a passenger will be comfortable in-flight. Sometimes travelers request specific seating on each aircraft or depending on whom they are traveling with. Be sure to inform us of these requests and we will try to accommodate them.
Special Meal Requests:
On flights where lunch and dinner are served many airlines offer selections for passengers with special dietary needs e.g., diabetic, kosher, vegetarian, low sodium, low cholesterol, etc. We will make a request for travelers based upon the information provided on the Travel Profile.
Credit Cards:
These are used to guarantee hotel reservations for late arrival, pay for airline tickets and any fees assessed by airlines or Protravel International LLC
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Frequent Flyer Numbers:
The passenger name on each reservation must be identical to the name on the frequent flyer travel account. Please make sure the name is identical on all frequent flyer accounts so that your miles will be credited accordingly. Contact the airlines’ frequent flyer departments to make any necessary changes. Advise us of any changes immediately.
CLIENT REQUESTS AND COMMENTS
Please let us know if there is anything special a traveler needs. We will do our best to fulfill their requests and work with vendors to resolve any traveler complaints. If you would like to submit a comment, you can send it to [email protected]. Your comments can be anonymous of you choose.
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EMERGENCY AFTER HOURS ASSISTANCE
Although Protravel International Service is open between 9:00a.m. and 8:30p.m., EST Monday through Friday; our commitment is to provide our clients with service 24 hours a day, 7 days a week, 365 days a year. After hours travelers can be assisted by calling our Emergency Reservation Center. In the United States call 800-928-2562 and use ID Code S6G0. Other countries have different numbers, printed on your itinerary so you have nothing to remember. Protravel’s Emergency Reservation Center is a computerized travel service center made available to you through Protravel International LLC The center can provide professional service if you experience a problem while traveling, or need after-hours emergency assistance. The toll free number above is a dedicated line for Protravel International Service clients only. When calling, please provide the agent with membership number S6G0. Emergency calls are complimentary. Non-emergency calls will be assessed a non-refundable fee. **Note** The appropriate country’s after-hours phone number will automatically be appended to the traveler’s itinerary.
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WORLD SERVICE - EMERGENCY RESERVATION CENTER TOLL-FREE NUMBERS
Using the phone numbers listed below, your travelers can dial toll-free to Protravel’s Emergency Reservation Center from anywhere in the world. Anguilla 800-732-4672 Antigua 800-628-6666 Argentina 011-800-424-7373 Australia 0014-800-125502 Bahamas 800-628-6668 Bahrain 800-0004 Barbados 800-628-6668 Belgium 115469 Bermuda 800-628-6668 Brazil 0008-1190-155500 Brit.Virg.Isles 800-626-6668 Canada 800-628-6668 Caymen Islands 01-800-628-6668 Denmark 8001-0252 Dom.Republic 800-428-8897 Dominica 1-800-628-6668 Finland 98-001-0040 France 05-90-1414 Germany 0130-9992 Grenada 800-874-9949 Guatemala 09-90015 Hong Kong 008-7000 Hungary 00-800-11750 Indonesia 008-001-9016200
Ireland 1-800-558-0077 Israel 177-901-7800 Italy 1678-74-000 Jamaica 0-800-628-6668 Japan 0031-111023 Luxembourg 0800-2031 Malaysia 800-0103 Mexico 95-800-628-6668 Montserrat 800-732-4672 Netherlands 06-022-2345 New Zealand 0800-448844 Norway 050-12008 Panama 001-800-111-8921 Philippines 800-111-8921 Singapore 800-1510 S.Korea 008-1-800-901-8200 Spain 900-99-1115 St. Kitts 800-336-5507 St. Maarten 800-1501 Sweden 020-795-604 Switzerland 046-053-200 Thailand 001-800-11-901-6600 United Kingdom 0-800-891000 United States 1-800-928-2562
Emergency Service Definitions Protravel International LLC will pass through the cost of calls to the after-hours Emergency Reservation Center if they are initiated for non-emergency situations. Calls that require emergency assistance will continue to be complimentary for our most valued clients. Following is a list of guidelines that we hope will help your travelers distinguish between emergency and non-emergency situations.
EMERGENCY CALLS
Calls where traveler’s flight has been cancelled and s/he needs to rebook. Any reservation discrepancies a traveler encounters at a ticket counter, gate,
hotel or car rental company Calls for reservations requiring 7, 14, or 21-day advance purchase for ticketing
where our office will not open in time to satisfy the ticketing time limit. Calls canceling hotel reservations (within hotel’s cancellation policy.)
NON-EMERGENCY CALLS $ 15 per call
Calls during our normal business hours. Calls verifying on-time departures or arrivals. Calls verifying seat assignments, frequent flyer numbers, special meals, etc. Calls canceling AIR ONLY reservations. These should go directly to airline toll-
free reservation numbers. Calls seeking flight options (earlier or later). These, too, should go directly to toll-
free airline reservation numbers Calls requesting directions to VirtuallyThere.com (www.virtuallythere.com) or
Protravel International’s website (www.protravelinc.com). We would like to reiterate that these are guidelines. Service is paramount at Protravel International LLC and therefore we encourage our clients to use our after-hours service (after all, they pick up where we leave off and they can access passenger records in seconds.) We simply ask that clients consider the authenticity of the “emergency” since it is inordinately expensive to operate our Emergency Reservation Center, plus agents may need to attend to travelers with “real” emergencies.
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RESERVATIONS
Protravel International LLC provides complete one-call service. Our professional travel consultants will handle all of your travel needs, including: Airline Reservations
Quote schedules, fare and availability of airline flights through our computer reservations system, Internet, consolidators and/or wholesalers.
Confirm flights, seat assignments, special meals, frequent flyer info.
Guarantee the lowest possible fare that the airline and your itinerary allow and
advise you of all restrictions that apply.
In order to maintain our integrity with the airline companies we represent, Protravel International LLC will not double book or do back-to-back ticketing or any type of “hidden city” ticketing.
Hotel Reservations
Secure hotel reservations and guarantee rooms for late arrival.
Select hotels, provide confirmation information, addresses, telephone and fax numbers.
Make personal preference requests for you (king size bed, etc.).
Car Rental Reservations
Make your car reservations (you must be 25 years of age or older to rent a car)
Use your special numbers (i.e., Hertz #1 Club) to give you expedited pick-up and return at selected locations.
Make personal requests for you (non-smoking, navigator system, etc.).
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Hertz
FEE WAIVED GOLD ENROLLMENT
Hertz welcomes you anytime at http://bapmember.hertz.com the Members Only website for valued Business Account Program customers. With this exclusive site you can receive the latest information and program benefits prior to booking your car through your Protravel agent. More importantly, whenever you go to http://bapmember.hertz.com you can access a fee-waived Hertz #1 Club Gold Enrollment Agreement online! Simply click on the Fee-Waived #1 Club Gold Application button and you will be taken to a secure site. There, you will need to enter your company CDP-ID number and the Pin Code. Bapgold. Then you can enroll to receive the fast and easy service of Hertz #1 Club gold at your convenience. Your Protravel agent will be happy to forward you a “fee-waived” enrollment form.
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Travel Arrangers should provide our consultants with the following information when calling for reservations.
Your name
The name of the person for whom you are making reservations
The trip purpose if known
The department to which it is to be billed
Any authorization codes necessary to issue the ticket
Any billing codes, matter numbers, client codes, etc. that must go into the reservation for reporting purposes.
The departure date
The city pair (origin and destination)
The desired departure time (or arrival time if more relevant)
The same information for successive flights.
Cars to be reserved
Hotels to be reserved
Any other special requirements or requests.
This information, in conjunction with the data in a traveler’s Profile, will create a complete itinerary. If you prefer to email your request, use the agent’s dedicated email address which will be furnished to you in your WELCOME PACKET. You may also send us a fax at 212-593-4907 to the attention of your dedicated account executive. We will email/fax back an itinerary or call you, whichever you prefer. Travel requests may also be made by filling out an electronic form on our website. Visit www.protravelinc.com, go to Corporate Travel and click on Travel Request Form. The request will be routed to one of your dedicated travel consultants.
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PROTRAVEL INTERNATIONAL SERVICE RESFAX/RESMAIL
In keeping with our goal to provide (Company Name) with rapid access to data that will assist Travel Planners in making informed travel decisions, Protravel International LLC uses a product called Resfax/Resmail. This tool allows us to immediately fax you information on flight options for up to 36 flight combinations. The information contained in Resfax/Resmail is designed so that Travel Planners can select the most appropriate flight based on the available options. Resfax effectively eliminates the need for Travel Planners to make repeated calls in an effort to track down the “perfect” flight for the traveler. Schedules and itineraries including price can be sent via email or fax.
Outbound: Monday, July 22 San Francisco CA, USA to Boston MA, USA
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To: Stacy Protravel International LLC 03Jul04 03:01P For: JOHN DOE From To Date Time
San Francisco CA, US Boston 07/22/04 9:00am MA, USA
Boston MA, USA San 07/29/04 5:00P Francisco
CA, US FAX ID: 11491/BIMCPG Prefer: UA, AA Exclude: NW, TZ, US, HP Limit to: UA, AA No in ine cxns
erterl .
Itin Only (no fares) aryNo /direct flts only. n-Stop
Outbound: Monday, July 22 San Francisco CA, USA to Boston MA, USA
Return: Monday, July 20 Boston MA, USA to San Francisco CA, USA
To make a booking;; Reply to Sender and place the word ‘BOOK” at the beginning of the message followed by the desired combination. e.g. “BOOK 1” or “BOOK A,1”
Airport Codes Used: BOS Boston MA SFO San Francisco CA
Opts Depart Arrive Carrier Flight Meal Eqpt Stops On Time Duration A 09:00am BOS 12:21pm SFO American Airl 195 Brkfst 762 N 0 80% 6:21 B 11:40am BOS 02:57pm SFO United Airline 37 Lunch 757 N 0 70% 6:17 C 12:15pm BOS 03:34pm SFO American Airl 193 Lunch 757 N 0 - 6:19 D 03:20pm BOS 06:47pm SFO United Airline 999 Dinner 757 N 0 70% 6:27 E 05:10pm bOS 08:40pm SFO American Airl 197 Dinner 762 N 0 80% 6:30 F 05:35pm BOS 09:02pm SFO United Airline 173 Dinner 757 N 0 - 6:27
Opts Depart Arrive Carrier Flight Meal Eqpt Stops On Time Duration A 07:00am SFO 03:44pm BOS United Airline 166 Brkfst AB320 N 0 90% 5:44 B 07:15am SFO 03:50pm BOS American Airl 196 Brkfst 762 N 0 80% 5:35 C 09:00am SFO 05:47pm BOS United Airline 998 Brkfst AB320 N 0 80% 5:47 D 11:30am SFO 08:10pm BOS United Airline 172 Lunch 762 N 0 80% 5:40 E 01:10pm SFO 09:41pm BOS United Airline 170 Lunch 762 N 0 80% 5:31 F 03:45pm SFO 12:17am BOS American Airl 194 Dinner 762 N 0 90% 5:32
THE ITINERARY/INVOICE
All pertinent itinerary information appears on the computerized invoice/itinerary, including all hotel or rental confirmation information. The data of importance to you on the Itinerary/Invoice is as follows:
1. Account number 2. Invoice number 3. Passenger name 4. Airline flight number and class of service 5. Meal service provided during the flight ( B-Breakfast; L-Lunch; D-dinner; S-
Snack; R-Brunch) 6. Pre-reserved seat assignment 7. Car rental information (car rental company; type of car;; city of pick-up; date
of pick-up; number of days booked; confirmation number) 8. Hotel information (hotel name; address; telephone number; type of room
reserved; number of nights reserved; rate; confirmation number) 9. 24-hour emergency service number 10. Agent code who made the reservation 11. Airline ticket number 12. Credit card number 13. Total amount billed to the credit card 14. Remarks including penalties 15. Invoice for the fee assessed by Protravel International LLC16. Invoice for paper ticket fees (if applicable) 17. Invoice for any Airline Surcharges or add/collect fees.
VIRTUALLY THERE
When your airline reservation is complete, your travel consultant can also email you a link to your traveler’s itinerary called Virtually There. Travelers/arrangers may access travel itineraries simply by clicking on the link, or by accessing www.virtuallythere.com and entering the passenger’s reservation code; last name and password, which is your email address. This information can be downloaded to a Blackberry, Palm Pilot, Personal PC or other form of PDA.
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SEAT ASSIGNMENT We will pre-assign seats on all airlines that have the capability to pre-assign seats. Exactly how many, in which classes, and on what flights varies by carrier and the traveler’s frequent flyer status. We will always endeavor to obtain a seat assignment of the type that you request. Occasionally when you make a reservation on a flight and we request a seat we will get the response, “closed to airport check-in,” in our computer. This means that although you have a reservation on the flight, the airline will not assign a seat until you check in at the airport. We will inform the airline of your preference and monitor the traveler’s reservation until one day prior to departure. If unable to accommodate your traveler’s seat request, we recommend that you check in a little earlier at the airport. This usually only happens with last-minute bookings and is the exception rather than the rule. Seat numbers can be found on your traveler’s Invoice/Itinerary.
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UPGRADES
One of the most commonly asked questions we hear is “Can I get an upgrade?” There are several ways in which travelers may upgrade. Most options are capacity controlled and have advanced booking restrictions, and each airline has different policies and procedures. The following are some rules of thumb:
In order to confirm an upgraded seat at time of ticketing, most airlines require the use of actual frequent flyer miles. Currently on United Airlines for example, 16,000 miles round-trip are required to upgrade when purchasing a fully unrestricted ticket, 30,000 miles are required round-trip to upgrade on a discounted ticket.
Some airlines sell “kit upgrades.” These upgrades can usually be confirmed
either 100, 72 or 24 hours prior to departure depending on the traveler’s status with the airline’s frequent flyer program. For example, American Airlines allows the following: Executive Platinum Level – 100 hours upgrade Platinum Level – 72 hours upgrade Gold Level – 24 hours upgrade
Sometimes the airlines will offer promotional type upgrade certificates. These
also have restrictions and vary by carrier.
Most international flag carriers do not offer any type of upgrade program, unless using earned mileage. Most often, the traveler must purchase the highest unrestricted fare to be considered for upgrade. Deeply discounted fares are usually not upgradeable. Please consult your travel counselor on the best solution for a traveler’s itinerary.
Protravel International LLC has the ability to place a traveler on the wait list for an upgrade. This does not guarantee that the upgrade will be available, it simply sends a message through the computer to try to confirm the upgraded space either 100, 72 or 24 hours prior to departure, whichever is applicable. If your traveler would like to be placed on this wait list, please ask your travel consultant to do so at time of booking. If the traveler always wants to upgrade no matter what destination, you may include this information in your traveler’s permanent profile and s/he will be placed on the upgrade list each time a reservation is made.
If your traveler clears the wait list, his/her coach seat will be cancelled, and
replaced with a seat in the next class of service (business class on a three cabin aircraft, first class on a two cabin aircraft). IMPORTANT: The airline will
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typically require the passenger to present the upgrade certificate upon check-in. If the traveler does not present an upgrade certificate, s/he may be “down-graded” and sent back to coach and could risk being assigned a middle seat. Please make sure your travelers are prepared with the appropriate number of upgrade certificates when traveling.
Status Match: If your traveler has an elite status on an airline, Protravel
International LLC is usually able to get another airline to match that status for at least one year. Example: A traveler has a Gold card on American Airlines, and no status on United. S/he has relocated to San Francisco and would like to start flying United, but does not want to give up the elite benefits of his/her AA gold card. United will match this status. Simply fax over the AA gold statement, along with his/her United Mileage Plus account number, and we will process this for you.
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CAR RENTAL
Please provide the following information in this order:
Car Rental Company: (Company Name) currently has a program in place with Hertz. For every five rental days, (Company Name), will earn one free day rental certificate. You must be 25 years of age or older to rent a car.
Pick Up Location (Airport or Downtown)
Pick Up Date
Drop Off Date
Type of Car: i.e.
Economy Compact Intermediate Standard Special Car (SUV, Convertible, Van, etc.)
Membership Number (only if not already a part of the Travel Profile)
A confirmation number will be printed on the Invoice/Itinerary.
LIMOUSINES AND TOWN CARS
Protravel International LLC can arrange limousine and town car service at any city in the world. Limousines can be reserved for airport transfers, half-day or full-day excursions, or on an hourly basis (usually a two hour minimum). We use preferred limo companies in most cities. Check with one of our consultants for further details on this service.
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HOTEL RESERVATIONS
Please provide the following information in this order:
Hotel Name or Desired Location of Hotel. With a zip code, we can search the area.
City
Arrival Date
Departure Date
Number of Rooms
Type of room(s)
Service Information
Service information includes any special requests for room locations or amenities. For example, you may want to request a smoking or non-smoking room, a specific floor or a particular room number. It is also helpful if you could indicate the preferred bedding arrangement, i.e., two doubles, one king, adjoining or connecting rooms, etc.
Room Guarantees Hotels require a guarantee that travelers will claim the reservation they hold to protect themselves against “no-show” guests. The hotel will charge a minimum first night rate should no one claim the reservation or if the reservation is not cancelled by a specific time, generally 6:00 p.m. local hotel time, but sometimes between 24 and 72 hours prior to arrival. (see “Hotel Cancellation” and “Refunds and Cancellations” later). Forms of Guarantees Most hotels require a major credit card number to guarantee your reservation. Itineraries will feature a confirmation number as verification from the hotel that the reservation has been confirmed. Hotel Direct Billing Programs Direct billing is to be used only in special cases and must be set up in advance with Protravel International LLC Billable amounts are for room charges, applicable taxes and parking. The visitor is responsible for paying meal and other charges and can seek reimbursement through normal procedures.
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To request direct billing, you must contact Protravel International LLC Specify that you are making a “direct bill” hotel reservation. The agent will ask for your name, the name of the guest, the credit card number to bill, and the name of the approving manager authorizing this request. In addition, you must fill out a direct bill authorization form. Overbooking Unfortunately, hotels occasionally confirm more reservations than they can accommodate. If a traveler has a confirmation number and is “walked” by a hotel, s/he has a right to demand transportation to another hotel and that his/her room be paid for. Please advise your agent immediately if any problems are not resolved to your satisfaction. We will contact the hotel for an explanation, an apology, and any other compensation we can obtain on your behalf. Early Check-Out Several major hotel chains, most notably Hyatt and Hilton, have instituted early check-out fees at some locations. These are usually levied if the traveler does not notify the front desk of his intention to check out early within 24 hours of his check-in date. Policies vary between hotels and are subject to change. Our best advice is to ask about early check out when you check-in. Hotel Cancellation If you know you will not be using a room because your plans change, you must inform the hotel immediately. Cancellation policies vary by hotel so you must be sure you know what the policy is for your hotel of choice. Your account executive will be happy to assist you. However, in the event that you have not informed us in time, or have not received a cancellation number from the hotel or your Protravel account executive, Protravel International LLC will not take responsibility for any room that was not cancelled prior to check-in and outside of the hotel’s cancellation policy.
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GLOBAL HOTEL PROGRAM
To ensure that our clients have the opportunity to enjoy the best possible accommodation as well as the best possible value, regardless of where their travels take them, we participate in the ABC Corporate and Preferred Global Hotel Program. These hotel rates are based on a combined $4 billion in annual sales, and include over 15,000 properties worldwide. Hotel Program Features The ABC Corporate Global Hotel Program was specifically designed and tailored with the corporate traveler in mind. We have taken the most important components of a hotel program and packaged them to offer our clients the foremost program in the industry. Not only does the ABC Corporate Global Hotel Program address concerns for securing the best room rates offered to any travel agency consortia or group, but the ABC Preferred Global Hotel Program goes a step further, attaching additional amenities and services on a complimentary basis and guaranteeing “last-room availability” in many hotels – all of which add up to more value for our clients. Hotel Program Perks To ensure that clients receive the maximum value for their travel dollars, in-depth negotiations were conducted with over 15,000 worldwide hotels in the program. As a result, travelers are offered certain complimentary amenities, such as Continental breakfast or early check-in and late check-out privileges that give extra value. For example, some hotels charge as much as $15 per occurrence to send or receive fax messages, but through the ABC Preferred Global Hotel Program, travelers may choose a hotel that offers complimentary fax service, which translates into the potential for substantial savings for you. Amenities vary by property so check with your Protravel account executive or at the front desk on check-in. Block Space Program The Block Space component of our Hotel Program gets our clients booked in a hotel in a city that would otherwise appear “sold out.” Through our negotiations with select Premier Hotels, we are able to offer rooms in heavily booked or sold-out cities, rooms that are unavailable to other corporate travelers. Protravel International LLC Negotiated Hotel Rates and Negotiations We often negotiate rates exclusively for Protravel International LLC clients at many hotels. Some hotels are willing to give lower rates to corporations who show they have the willingness and ability to move large volumes to their hotel. If you are interested in trying to obtain a special corporate rate at a property where you do a large volume, please let us know and we will negotiate on your behalf.
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VIRTUOSO: Specialists in the art of travel – Protravel International LLC is an appointed member of VIRTUOSO, the most powerful global organization in luxury travel. Our membership (we are the largest member) allows us to offer preferred rooms and amenities at luxury and deluxe hotels around the world. While directed at the high end leisure client, we find that our senior corporate executives will often avail themselves of the benefits of VIRTUOSO properties for their corporate travel. FOUR SEASONS PREFERRED PARTNER – Protravel International LLC is one of only 25 preferred partners with the Four Seasons Resorts and Hotels. This program adds value in the form of upgrades, special amenities, and preferred rates at many properties, courtesy of Protravel International LLC and Four Seasons. RITZ CARLTON STAR MEMBER – Protravel is one of only a handful of travel agencies appointed to the Ritz Carlton Star program. This program adds value in the form of upgrades, special amenities, and preferred rates at many properties, courtesy of Protravel International LLC and Ritz Carlton.
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DELIVERIES
Protravel International LLC employs our own messengers from 8:00 a.m. to 5:30 p.m. In New York City documents will be delivered to (Company Name) on three scheduled deliveries at 8:00am , 11:00am, and 2:00pm. Let us know if you need them earlier. “RUSH” deliveries for last-minute trips will be done by our messenger or by an outside service if our messengers are out on deliveries. Each ticket receipt will include one copy of the invoice/itinerary for the passenger. An additional copy is enclosed for the travel arranger. Since most tickets today are electronic, deliveries are less “time sensitive” than they used to be. However, for those companies with a heavy volume of paper tickets, we suggest that you allow Protravel International LLC to install a dedicated ticket printer in your office. (There are minimum volume requirements before we would consider this option).
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CHANGES
As meetings and appointments change, so do the reservations! Please advise us immediately when a change occurs so that, if possible, we may re-book prior to the issuance of tickets. If your ticket has already been issued, one of the following options will be offered to you:
1. You may not need a new e-ticket. Your agent may be able to contact the airline to update your current e-ticket record and we will fax you a revised itinerary.
2. In some cases we may “exchange” your existing e-ticket for another ticket.
Often on an “exchange” reservation we will advise you of an “add / collect” amount. This is any additional airfare that the airline requires us to collect because of your revised flights. At time of reissue we will also advise you of any airline penalties that may be applicable.
3. If your ticket is cancelled within 24 hours of the time it was issued, we can
usually void it to avoid having to refund it. The Airlines Reporting Corporation allows Protravel International LLC to void a ticket after this 24 hour window (for one additional business day) but there is a $100 penalty for this.
4. If your ticket cannot be voided, we will process a refund (assuming the ticket is
refundable) or exchange your ticket for future travel.
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REFUNDS AND CANCELLATIONS
Cancellation of air, hotel, and car reservations should be made by calling Protravel International LLC immediately after it has been determined that a trip will not be taken. Travel documents should also be forwarded to Protravel International LLC immediately. This practice will increase the likelihood that you will secure a full refund for the service canceled or that your transaction can be totally voided. By making your cancellation as early as possible, you may be successful in avoiding certain charges. Since paper tickets are negotiable documents they should never be destroyed. Tickets lost in the mail are the responsibility of (Company Name). If you ever have to cancel directly with an airline or hotel, it is necessary to make written notice of:
The name of the person who canceled the booking for you, or the cancellation number.
The date the cancellation was made.
The time the cancellation was made.
Provide this information to Protravel International LLC as verification that the booking was cancelled, and we will insert it into your traveling record. Without this information your company may be held responsible by the supplier for any changes made to a reservation. If a traveler does not appear for a reserved flight, the airlines automatically cancel all onward reservations in the itinerary. This is called a NO SHOW. If a traveler knows that s/he will not be able to take a flight on which s/he is booked, s/he must call Protravel International LLC or the airline, advising of the situation to avoid this onward itinerary cancellation. If a traveler is using a non-refundable ticket and does not reschedule his/her new dates prior to the departure date of the original ticket, the ticket will lose its value. Please make sure you call us so that we can help you avoid this problem. Remember; first call Protravel International LLC to cancel reservations and then return any paper tickets to us.
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UNUSED AND LOST AIRLINE TICKETS
An airline ticket is CASH. Never dispose of a ticket or deface it in any way. If a ticket is unused or partially used, return it to us for credit to your account. If you have lost an airline ticket, advise Protravel International LLC immediately so that a Lost Ticket Application can be filed with the airline (at a current cost charged by the airline of $75 - $150.) Once this report has been received the carrier delays processing of the ticket for 90 days or longer to make sure the ticket is not used. If a lost ticket is used, then the airline will not refund that portion of the ticket. A processing fee for lost ticket applications is always retained by the airlines and is deducted from the refund. It is advisable to use electronic tickets as much as possible to avoid these lost ticket fees. Also, most airlines are now charging a non-refundable surcharge or $20-$50 per paper ticket.
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ELECTRONIC TICKETING (“E-TICKETS”) Electronic ticketing allows us to sell air transportation without issuing a paper ticket. Protravel International LLC will issue and mail or fax Invoice/Itineraries and passenger receipts. All tickets will be issued as electronic tickets, unless specified otherwise. A $20-$50 non-refundable airline surcharge for paper tickets applies to most carriers when requesting a paper ticket. Each airline has its own procedures for exchanges and refunds. Contact your agent at Protravel International LLC when a cancellation occurs so that we can process the transaction in accordance with airline policy. NOTE: Not all airlines have e-ticket capability. Please double-check your ticket envelope to make sure you have an e-ticket vs. paper ticket. Airlines do not charge for paper tickets on non e-ticket eligible itineraries.
PREPAID TICKETS
A prepaid ticket is a ticket requested and paid for though a travel agency but issued by an airline at the airport ticket counter and picked up there by the traveling passenger. Most airlines charge a non-refundable $100-$150 fee for this service. Prepaid Ticket Uses:
Travel arrangements are being made for someone originating travel in another city.
The carrier does not have e-ticket capabilities.
Rail tickets
When claiming a prepaid ticket at the airport, the passenger should:
Check in well in advance of standard check-in times. Domestic passengers should check in at least one and a half hours prior to departure. International passengers should check in at least two hours prior to departure.
Provide the applicable flight information at the ticket counter.
Provide standard acceptable identification, e.g. driver’s license, passport, etc.
Once a prepaid ticket has been issued it cannot be voided. If the trip is cancelled prior to the tickets being picked up, contact Protravel International LLC and we will request an
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Authority to Refund from the airline. Upon receipt of this documentation we will credit your account less the prepaid charge. If tickets are picked up and are subsequently not used, they may be returned to us for credit to your account.
AIRPORT CHECK-IN
Passengers who have electronic ticket receipts or paper tickets can check their baggage at the curb or at special check-in counters and proceed directly to the departure gate at most airports. Recently airports throughout the world have intensified their security measures. Passengers are required to show picture ID’s and must have a copy of their electronic ticket receipt or physical paper ticket in order to be cleared through security. A Virtually There printout of the traveler receipt is acceptable. Be prepared to have your baggage searched and to be questioned in the security lines. For those people who do not need to check any baggage, many airlines offer self-check-in kiosks where travelers can check-in and issue boarding passes and change their seat assignment prior to departure. It is a good idea to hand carry any valuables such as medication, jewelry, cash, legal documents, etc. Airlines require passengers to be at the DEPARTURE GATE at least 60 minutes prior to departure for domestic travel, 90 minutes for international travel. Keep in mind, this is when you need to be at the Departure Gate, NOT the Check-in Counter. Airlines reserve the right to release your seat assignment if you have not checked in at your gate 20 minutes prior to departure. Do not under estimate this potential problem. It happens all the time. Protravel International LLC recommends that you check in for domestic flights at least 90 minutes prior to departure. For international flights we suggest between two to two and a half hours, depending on origin and destination of your flights. When you reconfirm your international onward reservations, ask about the time needed for check-in formalities in that particular city. Remember that immigration procedures and security checks vary by airport and country.
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VACATION AND PERSONAL TRAVEL
Protravel International LLC would be pleased to arrange your personal travel in the same professional, efficient, cost effective and personalized manner in which we handle your business travel. Our consultants will book flights, hotels and car for you if you are taking a personal trip or a vacation. For more elaborate bookings you will be referred to our vacation department. We book tours, cruises, packages, trains, safaris, charter flights, ski trips, treks, golf trips, groups, etc-- any type of trip available in the world. Our staff, with an average of 15 years experience in the travel industry, has traveled to every continent on the globe and at last count, over 178 countries. Consequently they have first-hand knowledge of many exciting and interesting destinations. Please give us a call for your personal plans in order to make your reservation by phone or to set up an appointment to come in and arrange your trip in person. Personal travel may be charged to any traveler’s major credit card. Under no circumstance will we accept the designated corporate card for personal travel without written approval from someone with authority to do so. In the event a corporate card is approved for a personal trip, the information will be entered into an “exception report” and presented with the usual monthly travel management reports.
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VACATION DEPARTMENT PROFESSIONAL FEES
Effective 08/04/08
TICKETING SERVICE Issue Airline Ticket TBD
Frequent Flyer Award, Upgrade Certificates (Domestic/International) $50/$100
Free Mileage / Award Tickets $100/$200
Reissue Airline Ticket TBD
Refund Airline Ticket (Domestic/International) $25
TRIP PLANNING SERVICES Planning and Consultation for Custom Designed Itinerary $250 and up This non-refundable service fee covers the initial time and expertise involved to research and plan a custom trip also known as FIT. “Plan-to-Go” Deposit for Tours, Cruises, and Packages $100 Non-refundable service fee Group/Conference/Meeting Arrangements On Request Reservation per Hotel, Car, or Train $35 Reservations for Restaurants, Theatre, Tee Time, or Special Requests $20 Late booking (within seven days of departure) $50 MISCELLANEOUS SERVICES Federal Express – Weekday/Weekend Delivery Provide FedEx # or CC# Outside Messenger Delivery Market Price No charge for delivery in downtown San Francisco by our staff messenger International Fax or Telephone Call $15 Non-Emergency After Hours Call $25 All fees are non-refundable, subject to change, and exclusive of any fees or penalties charged by airlines, hotels, cruise lines, or other travel vendors.
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PASSPORTS
The following questions and answers should be helpful in assisting you to obtain a United States passport.
Q. Where do I apply? A. Protravel will furnish you with the forms and information.
Protravel International LLC212-755-4550 x236 Anthony JacksonYou may download passport forms at www.protravelinc.com in the travel resource center at the top of the page.
Q. This is my first passport. What do I need to bring with me? A.
Evidence of U.S Citizenship, i.e. certified birth certificate or naturalization papers. Two identical full-face photographs in back and white or color which measures
2”X2”. Current I.D., such as a valid driver’s license or I.D. card issued by the DMV. Application fee (personal check, money order or cash).
Q. Do I fill out an application? A. Yes, first time applicants fill out a DSP/11 form that must be signed in the presence of the issuing officer. Q. What is the procedure for passport renewals? A. Present yourself at the Passport office with the following:
Expired Passport Two identical full-face photographs in back and white or color which measures
2”X2”. Current I.D., such as a driver’s license. Pay Application fee (personal check is OK)
Q. How long are passports valid? A. 10 years Q. When should I apply? A. As soon as possible. Occasionally it will only take a few days to receive a
Passport but during peak travel times it can take several weeks. Protravel International recommends planning ahead and always having a valid passport in your possession.
Q. How do I obtain more information such as emergency passport issuance or to
Report a lost passport? A. Call: (415) 538-2700
Email: http://travel.state.gov/passport/index.html
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VISAS Passports are usually required for international travel. In addition, many countries require visas. When you make a reservation it is important that you let our consultant know the country of citizenship of the passenger you are booking. We will advise you whether or not a visa is required and the procedure for obtaining one. Whenever possible we will assist you in obtaining visas for your travelers through our in-house visa department.
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AIRLINE CLUBS
As a member of an Airline Club, travelers will have access to many exceptional services and amenities designed to make their travel more comfortable and convenient. These may include assistance with check-in and seat assignments, conference rooms, snacks, bar service, phone and message service, check cashing privileges, TV, magazines and newspapers.
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FREQUENT FLYER BONUS PROGRAM
Many domestic airlines have partnered with international carriers, car rental companies, hotel chains and cruise lines to increase the possible ways of accruing miles and to provide a diversity of awards. Each airline has its own award levels and procedures for tracking the mileage flown by each passenger. Most request that a passenger’s frequent flyer number be put into the airline reservation system at the time the flight has been booked. Still others request that the number be given when a passenger checks in for a flight. This is especially true for flights on an international airline where mileage credit will be earned on a partner carrier (e.g., you are flying Lufthansa and want credit on United’s Mileage Plus Program). Once a flight has departed the airlines collect and audit their respective data and credit each passenger’s frequent flyer traveler account. None of the collection systems are infallible. Therefore; travelers should save their boarding passes and passenger coupons to get credit for flights not reflected on their statement. Applications for all frequent flyer programs are available on most airline websites. The following is a list of airline frequent flyer program telephone numbers to call if you have any questions: ALASKA – Gold Coast JAPAN AIRLINES – Mileage Bank 1-800-654-5669 1-80 0-525-6453 www.alaskaair.com www.jal.com AMERICAN – Advantage NORTHWEST – WorldPerks 1-800-433-7300 1-80 0-435-9596 www.aa.com www.northwestairlines.com AMERICA WEST – Flight Fund SOUTHWEST – Company Club 1-800-247-5691 1-80 0-445-5764 www.americawest.com www.iflyswa.com BRITISH AIRWAYS – Executive Club UNITED – Mileage Plus 1-800-955-2748 1-80 0-421-4655 www.ba.com www.united.com CONTINENTAL – One Pass US AIRWAYS – Frequent Traveler 1-713-952-1630 1-80 0-428-4322 www.continental.com www.usairways.com DELTA – Frequent Flyer 1-800-323-2323 www.delta.com
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GLOSSARY OF TRAVEL INDUSTRY TERMINOLOGY
AIRPORT CHECK-IN TIME LIMIT: The time limit imposed by the airlines for check-in at the airport for a specific flight.
For domestic travel, the time limit is usually 30 minutes before fight and 20 minutes
at the gate. For international travel, airlines request ninety-minute check-in.
APEX: Advanced Purchase Excursions. A term mostly used with international reservations denoting a reduced
or discounted fare. It usually must be booked and ticketed in advance, has a minimum and maximum
stay requirement and possible cancellation penalties.
ARC: Airlines Reporting Corporation (replaced the Air Traffic Conference January 1, 1985). Composed of U.S.
member carriers and responsible for appointments of certified travel agencies able to ticket domestic
transportation.
ATA: Air Transport Association. Agency composed of member U.S. carriers.
BOARDING PASS: A document issued by the airline or travel agency allowing the traveler to board a flight. The boarding
pass indicates the flight, class and seat number assigned to the traveler. Due to security measures,
these documents will only be issued on day of departure by the airline only.
BUMPED: An airline term for the action taken when a traveler is denied boarding a flight due to an oversale.
CAPACITY CONTROLLED: A phrase to indicate a limited number of seats on a flight, which have been designated as discount seats
for sale to the public. This number is adjusted according to supply and demand of particular flights.
CONNECTIONS: A charge of aircraft at one or more points while traveling from origin to destination. These can be “on-
line” (same airline) or “off-line” (two or more different airlines).
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CORPORATE RATE: The rate that is given to a corporate customer by a hotel or car rental company. Sometimes these rates
are lower than standard rack rates; occasionally they are a guaranteed minimum rate with an upgrade to
a better room if available.
CUSTOMS: The governmental check point where incoming travelers are checked for allowable times being brought
into a country. Passports, visas and tourist cards are also verified, according to requirements.
DENIED BOARDING COMPENSATION: A specific amount of compensation awarded to a traveler bumped from a flight because of an oversale.
DIRECT: The same aircraft form origin to destination with one or more stops en route. DOWNGRADE: A term to indicate a flight reservation has been changed to a lower class of service.
ETA: Estimated Time of Arrival of a flight. ETD: Estimated Time of Departure of a flight.
FAA: Federal Aviation Administration. The governmental agency, which regulates the safety aspects of the
airline industry. GUARANTEED LATE ARRIVAL: A guarantee made by a hotel that accommodations would be held for the traveler regardless of check-in
time. If the traveler becomes a no-show, he is responsible for payment of the first right cost.
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IATA: International Air Transport Association. Composed of member international carriers and responsible for
appointments of certified travel agencies bale to ticket international transportation.
INTERLINE: Travel between points using two or more airlines. ITINERARY: The detailed record of a journey, outlining all flight information, cities involved, departure and arrival
times, meals, seat assignments, special meals, car rental and hotel confirmations.
JOINT FARES: An airline term for a published fare between two or more cities along a specified routing using tow or
more carriers.
MARINE or MILITARY TIME: All flight times in the international OAG and on international tickets are published in the 24-hour clock:
1:00 a.m. 0100 7:00 a.m. 0700 1:00 p.m. 1300 7:00 p.m. 1900 2:00 a.m. 0200 8:00 a.m. 0800 2:00 p.m. 1400 8:00 p.m. 2000 3:00 a.m. 0300 9:00 a.m. 0900 3:00 p.m. 1500 9:00 p.m. 2100 4:00 a.m. 0400 10:00
a.m. 1000 4:00 p.m. 1600 10:00p.m. 2200
5:00 a.m. 0500 11:00 a.m.
1100 5:00 p.m. 1700 11:00p.m. 2300
6:00 a.m. 0600 12:00 p.m 1200 6:00 p.m. 1800 12:00a.m. 2400 MCO: Miscellaneous Charge Order. An airline document that can be issued in lieu of a refund. May be made
payable to any airline and any type of airline expense.
MECHANICAL: An airline term for a delayed flight due to mechanical problem.
MINIMUM CONNECTION TIME: The minimum amount of time designated at all airports for passengers and baggage changes from one
flight to another. International and domestic connections, and interline and on-line connections are all
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considered differently. Any connection deemed to be less than the minimum connection time is called an
ILLEGAL CONNECTION.
MODIFIED AMERICAN PLAN (MAP): An industry term meaning that two meals per day, breakfast and dinner, are included in the price of the
hotel.
NON-REFUNDABLE: A deeply discounted airline ticket that has no refund value if it is unused. Most non-refundable tickets
lose their value if not rescheduled prior to the original departure date.
NON-STOP: The same aircraft from origin to destination with no stop en route.
NO-OP: An airline term for a flight that has been cancelled and will not operate between two points. The flight
could operate certain days of the week and no-op other days of the week.
NO-SHOW: A “no show” is a traveler who does not keep the reservations that are confirmed for a hotel, car or flight.
If a passenger “no-shows” a flight it is possible (and likely) than an airline will cancel all the down line
(following) space.
OAG: Official Airline Guide. Domestic edition published twice monthly. International edition published monthly.
ON-LINE: Travel between points on one airline.
ON-REQUEST: In reference to an airline, hotel, or car segment, we send a message to the vendor, (via our computer, a
U.S. rep, or by fax) and they, in turn, send us back a response “confirming”, “declined”, or “Waitlisting”
your request. Note, when our agents say that something “has been requested” you do not yet have
confirmation even if the space is showing available in our computer system.
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OPEN SEGMENT: The portion of an airline ticket from one city to another where transportation is paid for but no airline
reservation as been confirmed.
OVERBOOK: An industry term used when the product has been sold to more travelers than can be accommodated. A
flight has been overbooked when there are more passengers than seats on the flight. Note: Airlines do
this to protect themselves against “no-shows” and the resulting loss in revenue when they fly with empty
seats.
OVERSALE: An oversale occurs when there are more travelers than seats for a particular flight, more travelers
checking into a hotel than there are rooms, or more travelers than there are cars at a car rental company
location.
PASSPORT: A passport is a formal document issued by a government to its citizens, subjects or nationals. This
document verifies identical and nationally and allows travel outside the country’s borders.
PENALTIES: These are the charges assessed by an airline if a discounted ticket is changed or canceled.
PNR: Passenger Name Record. An airline term for the computer reservation record of the traveler for a
particular itinerary. The PNR includes name, itinerary, and all other related flight information.
PRIORITY WAITLIST: Priority waitlist status is given to all passengers who book through Protravel International LLC This allows
more prompt clearing of space.
PTA: Prepaid Ticket Advice. This is an authorization to the airline to issue a ticket at a point other than the
point of payment. For example, we can send a PTA to any city in the world to be paid for here and picked
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up there. The ticket is prepaid for the traveler, being paid for by credit card or check at the ordering
location. The airlines charge a fee for this service.
RECONFIRMATION: A reconfirmation occurs when a traveler call the airline to affirm intention of using the confirmed flight
reservation. Domestic airlines do not require reconfirmation. International travel requires 72 hours
advance reconfirmation.
REISSUE: One airline ticket is issued in exchange for another airline ticket. The old ticket is taken as form of
payment for the new ticket. There is either an even exchange, a refund due, or an additional collection
(balance due). A ticket is reissued when cities and/or fares are changed on a ticket.
REVALIDATION: Changing an airline ticket to reflect the current reservations held by putting a sticker on the affected flight
coupon. In order to revalidate a ticket, cities and fares must remain the same as previously confirmed;
only flights and dates may change. Since most tickets today are electronic, revalidation stickers are
rarely, if ever used.
SEGMENT: A term used for a single flight from one city to the next on an itinerary. SEGMENT STATUS: An airline term indicating the confirmation status of a segment on a ticket. “HK” is for a confirmed flight.
There are a number of codes used for unconfirmed flight segments, depending on the reason it is not
confirmed.
SPACE: An airline term for a confirmation of a seat on a particular flight.
STANDBY: A traveler who stands by for a flight for an available seat. This could occur if the flight is full or if the
traveler is on a special or discounted fare.
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STOPOVER: A stopover is a city where the passenger willingly stops for four or more hours. A city is not considered a
stopover if the next flight out along a specified routing departs within four hours.
SUPER-SAVER: A discounted round trip airfare used for domestic travel. Most have ticketing restrictions, minimum and
maximum stays, number of stopovers limitations, and cancellation penalties.
SURFACE SEGMENT: A term used to denote surface transportation between two points. TICKETING TIME LIMIT: The time limit imposed on a reservation for ticketing. If the reservations are made directly with the
airlines, they will be cancelled if tickets are not purchased prior to expiration of the time limit. When
reservations are made through Protravel International LLC, no time limit is imposed, unless specifically
required by the rules of a discount or promotional fare.
THROUGH FARE: An airline term for a published fare between three or more cities along a specified routing using the same
carrier.
TRAVELER PROFILES: STARS or STAR profile. All pertinent traveler information is entered into Protravel International LLC’s
computer system for errorless and speedy confirmations of airline and other related reservations. The
profile includes name, telephone numbers, delivery locations, credit card numbers, seat requests, meal
preference, frequent flyer membership numbers, etc.
UPGRADE: A term to indicate a flight reservation has been changed to a higher class of service.
U.S. CITIZEN: A person who pocesses a U.S. Passport or who is eligible to obtain one by right of birth or naturalization.
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U.S. RESIDENT: A person who resides in the United States. S/he may or may not have a green card, but s/he carries the
passport of another country when s/he travels. Visa requirements are often different for U.S. Residents
than for U.S. Citizens.
VISA: A visa is an endorsement placed on a passport authorized by a country’s consulate or representative
allowing travel to that country.
WAITLIST CLOSED: A term used by the airlines to close the waitlist for a particular flight, mostly during the holiday season.
WAITLISTED FLIGHT: A waitlisted flight is one that is sold out of seats. A traveler must specifically request to be put on the
waitlist of a full flight, as this is not automatically done. It is a good idea to confirm an alternate flight.
WALKED: A hotel term for a traveler who must be sent to another hotel due to an oversale.
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10 tips for smooth sailing through airport security:
1. Pack your laptop so it can be easily removed and sent through the X-ray machine in its own plastic tray. Don't forget to label your laptop computer with your name, address and telephone number as they are among the most frequently forgotten items at screening checkpoints.
2. Store all undeveloped film and cameras containing film in your carry-on baggage. Ask for a hand inspection if you want to ensure that the X-ray machine does not damage your film.
3. Avoid over-packing to prevent personal articles from spilling out of your bag if it is opened for inspection. Think carefully about the personal items you place in your carry-on baggage, as screeners may have to examine its contents. Consider stowing personal belongings in clear plastic bags to reduce the chance that a TSA screener will have to handle them.
4. If you are bringing a gift to friends or relatives, wrap it after you arrive at your destination. Otherwise, you might have to unwrap it to pass through security–even if it is in checked luggage.
5. Don't bring prohibited items such as pocket knives, scissors or other sharp objects with you or pack them in your carry-on luggage.
6. Avoid carrying bottles of liquid through the screening checkpoint. Plan to purchase any food items you may wish to carry onboard the aircraft after you have completed the screening process.
7. As you head toward the security area, take a deep breath and remain calm. Check and be sure you have your boarding pass and a government-issued photo ID ready for security personnel. Take your time unpacking and repacking your belongings – too many people rush through this process only to find they have left their laptop, keys, or wallet behind.
8. Place metal items in your carry-on bag. This includes loose change, keys, watches, mobile phones, pagers, and personal data assistants (PDAs).
9. Take off your coat (outer coat and sports coat) as you approach the security screening area – you will need to place them in a plastic tray for safe passage through the X-ray equipment. Suit jackets and blazers do not have to be removed, unless requested by the screener.
10. Be prepared to remove your shoes; you'd be surprised how many shoes contain small pieces of metal. If you wear a belt with a large metal buckle, suspenders with metal clasps, or metal jewelry, be aware that they could trigger the alarm and prompt a check by hand.
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MORE INFORMATION:
• The Transportation Security Administration (TSA) offers traveler tips and up-to-date information on aviation security on its Web site. (www.tsa.gov)
• Air travel is expected to increase 5 percent this summer, primarily due to leisure travelers, according to the Travel Industry Association of America’s Summer 2004 Forecast. TIA’s Summer 2004 Forecast can be found at www.tia.org.
• Under the collaborative partnership with TSA and the Department of Homeland Security, Travelers Advantage will help educate the traveling public by communicating changes and developments in security procedures and protocols before they arrive at airports, and will seek to affect changes in traveler behaviors that will get them through security faster and more efficiently. (www.travelersadvantage.com)