Travel Program Implementation

Transcription

1 Travel Program Implementation Town Hall Meeting July 22, 2015

2 Today s Objectives Introduce the Johns Hopkins Travel Program Provide an overview of World Travel, Inc. and its services Identify how to access the Johns Travel Portal and the Concur online booking tool Review the Johns Hopkins Travel Portal and its resources Demonstrate how to complete your Traveler Profile within Concur Demonstrate how to create a travel itinerary in Concur Identify the support contacts for troubleshooting issues - 2 -

3 Johns Hopkins Travel Program: Why Are We Here? After an extremely detailed search process, the Johns Hopkins Travel Committee selected World Travel, Inc. as the preferred Travel Management Company (TMC) for Johns Hopkins Institutions. TMC Selection Process Why World Travel, Inc. (WTI)? The Johns Hopkins Travel Committee led a highly consultative, data-driven process to select a preferred Travel Management Company (TMC). This data-gathering process included the following activities, among others: Gathered 90+ questions/requirements from travelers about their needs Issued a Request for Proposal (RFP) to 10 TMCs Reviewed 8 RFP bids from TMCs Evaluated oral presentations from 6 TMCs Coordinated reference calls for further background research Conducted pricing negotiations with potential TMC vendors Ultimately, The Johns Hopkins Travel Committee recommended WTI for several reasons, including: Scale and capacity to accommodate travelers Sense of responsiveness to JHI requirements and customization needs across divisions Travel industry knowledge and experience Strong customer service (24/7/365 response) Technical capacity (e.g., travel portal customization, training capabilities) Duty of care prioritization and abilities International knowledge, experience, and training Strong references from organizations such as UPenn and the International Relief & Development - 3 -

4 Johns Hopkins Travel Program: What It Will Look Like The Travel Program was designated to promote three primary benefits for the University and Health System: 1) Enhanced Customer Service, 2) Improved Safety Support, and 3) Increased Cost Savings. Single travel portal with direct access to online booking tool, policies and training documents Enhanced Customer Service TMC agent supported-itinerary changes (i.e., avoid long lines at airports and let the TMC agents amend your flight, hotel, and ground transportation reservations) 24/7/365 customer and emergency support to improve travel experience Improved Safety Support Centralized itineraries to improve Duty of Care Automatic integration with the Johns Hopkins Travel Registry and isos to notify travelers in the event of an emergency (anywhere in the world) Integrated online booking tool with pre-loaded, negotiated rates on Johns Hopkins travel portal Increased Cost Savings Low fare guarantees if lower fares are found (for identical itineraries only) TMC support to leverage spend and negotiate discounts with hotels, airlines, rental cars, and other travel suppliers to deliver the best discounts for JHI - 4 -

5 New to the John Hopkins Travel Program: World Travel, Inc. and Concur We are pleased to announce two new components to the Johns Hopkins Travel Program: World Travel, Inc. (the new travel management company) and Concur (the online booking tool) World Travel, Inc. Overview Concur Overview World Travel, Inc. (WTI), based in Exton, PA, is a new travel agency for the university (not to be confused with World Travel Services). The Johns Hopkins Travel Committee selected WTI as its primary travel management company for several reasons, including: Annual booked travel: over $1.0 billion Average agent tenure: 11 years of experience Operating Hours: 24/7/365 service (all insourced) Academic Client References: UPenn, American University and Villanova University Concur is the online booking tool that WTI licenses to book travel. Concur, which it is not owned by WTI, is the user interface for corporate bookings. Concur is a tool leveraged by many academic institutions and will provide Johns Hopkins travelers with a number of benefits, including: Lower transaction fees and lower ticket prices Web fare and multi-gds integration Complete configuration and training Complete quality control and reporting - 5 -

6 Johns Hopkins Travel Program: Service Fee Structure Like all other travel agencies, World Travel, Inc. charges a nominal transaction fee per booking. The Johns Hopkins Travel Program has helped to secure some of the best rates in the industry. Booking Type Vendor Categories Transaction Fee Online Air / Rail reservations (including ancillary services) $8 Online Hotel / Car reservation only $5 Online, Agent Assisted Air / Rail reservation (including ancillary services) $20 Full Service Air / Rail reservations (including ancillary services) $35 Full Service Hotel / Car reservation only $5 Frequently Asked Questions: Q: Is there any fee to research fares online in Concur or over the phone with a WTI agent? A: No, there is no fee to research fares in the Concur tool or over the phone with a WTI agent. Transaction fees are only incurred at the time of booking (hotel / car) or ticketing (air / rail). Q: How will the booking fee be applied to my travel reservation? A: The booking fee will be applied to the primary credit card used at the time of booking / ticketing travel and will appear as a separate charge on your invoice and credit card statement. Q: Are transaction fees the same for both domestic and international reservations? A: Yes, the fees for both domestic and international reservations are identical. Q: Is there any additional fee to change a reservation once it has been booked (i.e., multiple charges)? A: No, you will not incur any additional service fee to change an existing reservation, although the carrier may charge you a change fee. The exception, however, is for online agent-assisted reservations where an upcharge of up to $12 may apply

7 Johns Hopkins Travel Program: Preferred Suppliers List In order to optimize our travel spend, the Johns Hopkins travel program has leveraged is consolidated buying power in the travel sector and negotiated cost-effective contracts with big suppliers. Johns Hopkins Preferred Suppliers Please utilize Johns Hopkins preferred suppliers whenever possible to enable us to continue to negotiate rates for the Johns Hopkins community - 7 -

8 Johns Hopkins Travel Program: Current Preferred Suppliers Discounts Up to 35% 15% - 45% Airlines and Rail Up to 25% Discount varies based on cabin, destination, and fare class booked 10% - 30% Up to 35% 7% Wanna Get Away * 12% Business Select or Anytime Fares Applicable to all segments into/out of Washington area airports (BWI/DCA/IAD) Discount on Wanna Get Away fares applies for bookings within 10 days of travel 5% - 20% Acela trains in Northeast Corridor (Washington to Boston) Example: 20% discount between Baltimore New York Hotels 7% Across all Starwood properties 5% Off best available rates; all Hilton properties Car Rentals / Parking Various Varies based on destination; all insurances included on Domestic rentals Leisure code available for personal rentals on JH Travel Portal $6.65/day At BWI (Nursery Road) / Use Code

9 Your Savings Potential with World Travel, Inc. Preferred supplier discounts are only available with World Travel, Inc. but provide savings potential that far exceed the transaction fees incurred. Here are two scenarios that show your savings potential: Scenario 1: Train Baltimore to New York Scenario 2: Car Rental in Dallas Scenario 1: You have a midweek trip up to New York to meet with a few donors and elect to take Acela. You look for train fares online leaving Tuesday morning: Scenario 2: You are spending the week in Dallas and need a rental car to make some visits around the city. You look for rental cars online at DFW: AMTRAK web price: $428 Kayak web price: $49.00 per day (w/o insurance) Concur price: $343 Concur price: $33.69 per day (w/ insurance) WTI Booking Fee: $8 WTI Booking Fee: $5 Estimated Savings: $77 Estimated Savings: ~$16 per day - 9 -

10 Program Savings Potential with World Travel, Inc. By moving our travel spend to one agency, we can leverage World Travel, Inc. s experience increasing program value through sustained mechanisms for fare savings, time savings and travel consultation. Fare Savings WTI has demonstrated repeatedly its ability to save money for its clients. Average fare savings of $69 per ticket (Concur-booked tickets compared to online prices) Average program savings of Top 10 WTI clients: $106,559 per WTI client* Time Savings You will be able to leverage Concur and WTI resources to research and plan travel Unlimited access to research fares in Concur (at not cost) Delegate guest, group or conference travel booking to WTI agents Travel Consultation WTI agents are extremely knowledgeable and experienced agents who provide consultation for complex, global itineraries Unlimited access to consult with WTI agents (at not cost) Leverage the International rate desk to find you better and more efficient routes for global travel These mechanisms will support the Johns Hopkins Travel Program by increasing cost savings and enhancing the customer service you receive for travel. * Note: Savings based on World Travel, Inc. Case Study of Top 10 clients (airfare spend between $10MM and $25MM annually)

11 What This Means To You What if Old Way Now A major snowstorm in Chicago; delays and cancellation throughout system traveler is delayed and needs to rebook; FAST! Traveler calls admin get me on a new flight, rebook by hotels and car rentals! Admin scrambles to go to multiple vendor sites and rearrange travel plans all the while updating traveler on the options One phone call - traveler calls WTI s JHU Dedicated agent team, 24/7/365 A new faculty search starts; need to bring 6 candidates in from all over to Baltimore over the next 3 weeks Admin gathers traveler details, preferences, books flights, hotels, ground transportation, etc., etc. One phone call admin calls WTI s JHU Dedicated agent team, 24/7/365 A PI is headed out on a multi-stop, international trip. Asks admin to research the options Admin scrambles to go to multiple vendor sites and research travel plans for traveler, then completes booking and compiles the itinerary manually One phone call - traveler calls WTI s JHU Dedicated agent team, 24/7/365 This program is here to save our travelers and those who support them time and money while providing higher levels of service

12 Value Added Services World Travel, Inc. offers an array of value-added services to meet client needs. Experienced travel consultants (~11 years average experience) 24-hour reservation center International rate desk E-Ticket recovery No additional agency fees for refunds or voids Integration with Johns Hopkins International Travel Registry Same day + 24-hour voiding capability in the USA FlightStats WorldQC

13 The Low Fare Guarantee Prior to booking, if you find a lower airfare available for your identical itinerary, World Travel, Inc. will match the lower airfare or provide a refund of double the difference. This is a traveler-driven process. To submit a refund claim, please visit the Johns Hopkins Travel Portal

14 Live Demonstration of the Johns Hopkins Travel Portal and the Concur Online Booking Tool

15 Need Help? If you have additional questions, now or later, please contact one of the individuals below for support. Topic WTI Contacts Phone Booking Travel Adrienne Burton (Lead Agent) (888) (484) Concur Concur Online Support Team (800) Mobile Support Mobile Support Team n/a Groups and Meetings Johns Hopkins Agents (888) (484) Topic JH Contacts Phone Travel Portal Travel Policy JHU Purchasing (443) Reimbursement JH Accounts Payable (443) Other IT Issues JH IT Help Desk n/a (410) 955-HELP (410) 516-HELP Other Travel Topics Mark Chisamore n/a For more information, please contact us at or visit the Johns Hopkins Travel Portal

16 WTI Designated Team World Travel, Inc. has a robust and experienced team dedicated to support Johns Hopkins travelers. Contact Title Phone Adrienne Burton Johns Hopkins Team Lead Tim Briggs Terrie Posta Johns Hopkins Agent Johns Hopkins Agent jhutravel@worldtravelinc.com (888) (484) Melissa Holsopple Johns Hopkins Agent After Hours Agent Support World Travel Agent afterhours@worldtravelinc.com (888) Donna Rufo Account Manager drufo@worldtravelinc.com (484)

17 Questions?