Booking Process Step: Reservations
Names/Birthdates: Name listed on the reservation must match passport exactly. If the client has a suffix after their name (ex. Jr or Sr), it is imperative that you key that in after the last name. Client doesn’t need a passport book at the time of booking, but will need one in order to travel internationally. It is recommended to request a copy of the passport & attach to profile in VCRM.
NOTE: Valid driver’s license is required for domestic travel (within the USA).
Flights: Schedules & fares vary throughout the day and are not “guaranteed” until held via a courtesy hold and the deposit is paid. There are different reasons why fares vary in price from one airline to the next also. For example, American Airlines might offer a nonstop flight nonstop from PHL – CUN for $600 per ticket, while their competitor, Frontier Airlines, might offer the same nonstop flight for $450. However, Frontier charges each person to select a seat assignment (per passenger, each way), fees for carry-on & checked luggage (per person, each way). Some airlines may appear to seem cheaper initially, but ultimately are not. It is your duty to inform the client when offering options.
Flight Payments: Airlines require payment in full at the time of the reservation in order to secure the fare. However, we often have the ability to offer a payment plan (an exclusive Consortia X perk, on a case by case basis). i.e. bulk air, trip purchased with CFAR (cancell for any reason insurance via TI or GoGo). If a client purchases CFAR on a TI booking, the deposit is the cost of the insurance only. They will pay the remaining balance including the airfare with the final payment. This reduced deposit policy is an excellent way to close a sale and a huge competitive edge against the online travel agencies.
Bulk vs. Published Air: Airlines offer "Bulk" fares through certain tour operators when purchased as a package (in conjunction w/ hotel stay). Advantages of bulk fares: 1) Sometimes less expensive than Published fares. 2) Don't require full payment at time of booking (unless booked close to travel date). 3) Aren't always completely non-refundable. 4) Typically pay more commission. “Published” fares are more common. They are instant purchase, non-refundable, & come with change fees (typically $150-$200 per ticket, + difference in fare cost from original to new ticket). They pay very little to no commission. It is recommended to book bulk air if the pricing is competitive.
Class of Service:- Airlines traditionally offer 3 “classes” of service: First, Business, & Economy. Cabin configuration determines how many classes of service are offered. However, airlines have recently begun offering “Basic Economy,”which does NOT include a free overhead-bin space for carry-on baggage, last to board, cannot pick seat assignments in advance (assigned to you), & do not permit changes or refunds. Look for the following indicators of BE fares when looking at the class of service:
B=American E=Delta N=United V=Aeromexico
Luggage Fees: Most airlines charge fees for checked baggage, advise your client of those fees in advance, so they are not surprised. Fees typically run $25-30 per suitcase, each way, per traveler. Fees can be found on each airline’s website. They will pay for these costs at the time of check-in.
Commission Accuracy: Where possible, ensure the correct commission is entered in the VCRM Reservation. Check that the TO commission percentage shown within the TO reservation is accurate.
Agency Surcharge/Travel Agent Fee: Agents may have opportunities to surcharge a booking. That is, they have sold a package at a higher price than the actual cost of the package booked. To add a surcharge, the agency will receive 90% of the surcharged amount, the tour operator keeps 10%.
Gogo: Email [email protected] to add surcharge or email/call your preferred local branch GoGo agent.
Travel Impressions- sign in to VAX (FIT bookings) or Softrips (groups), make booking, once in the “trip work area” -click on Agency Surcharges on the right side of the screen. Click box next to Travel Agency Surcharge, enter amount in the Total box & click Add to Trip.
Above you will find the main page in VAX where you can start a basic search for Travel Impressions. On this page you will see you can also, do a “Charter Destination Search” to see a list of all available charter flights throughout 2019.
If you need to do a more advanced search specifying direct flights, hotel, and adjust the number of nights you are better off to use the “New Reservation” tab at the top of the page. When you choose the “New Reservation” tab you will see the page above appear where you can drill down into your specific needs.
When doing a “Charter Destination” search you can pick the departure month and gateway. Leave length of stay as all, but specify the number of guests. Once you choose these options, you will see a calendar appear with available flights and the number of nights that are available.
When have chosen the hotel and airline you would like for the guest, you can modify transfers, trip insurance, and add paper documents to the reservation by choosing “Edit.” If you would like to remove the transfers, you can click the “Remove” button.
Travel Documents: Ensure travel documents are changed to select “paper” (vs. electronic documents) during the TI booking process. Once reservation is completed, go to Edit -Shipping Address to send to the appropriate address. For GoGo, once the final payment is made, you will receive an email entitled “Booking Itinerary.” Forward this email to [email protected] and indicate the client’s names as you would like them to appear & their shipping address.
Room/Special Requests: These are typically added to the reservation at the time of booking by the agent, for example, non-smoking room, king bed, high floor etc. Additional room requests may be added at a later time either by selecting the “edit room requests” link with TI or emailing your team at GoGo ([email protected]). Common requests are connecting rooms, ocean view, honeymoon, birthday, anniversary, and early check in. Please note these are REQUESTS not guarantees and the client should be told that, as well.
Honeymoon/Anniversary – clients must bring proof with them, i.e. marriage license, copy of invitation, & “honeymoon” must be noted on the reservation. *Always check for optional complimentary add on amenities such as a honeymoon or anniversary package for your clients.
Honeymoon Registry- a service, typically online, that assists engaged and married couples in financing their honeymoons. Friends & family contribute towards the cost of their trip as a gift. Refer to agency owner as to whether your company offers this service, & if yes, what is their process & procedure
For Sandals and Beaches, this info should be sent in advance to [email protected] with their UVI booking number, travel dates, names and a copy of their marriage license or wedding invitation. Request a confirmation that the complimentary amenities were added. Complimentary honeymoon package: https://www.sandals.com/honeymoons/
Medical Needs – need fridge for meds, special wheelchair needs with airlines, lifts for cruises, are some examples. Be sure to follow up on special requests/needs with resort contacts prior to guest’s arrival as some resorts do not pay attention to these requests, despite them being listed within the reservation.
Royalton Resorts & The Royal Playa Del Carmen Resort, specifically - guests can pre-purchase their room location online if they would prefer to do so.
Price Matching: It is the responsibility of the agent to find the best trip price searching a variety of tour operator sources. When possible, agent is to book w/ Travel Impressions or GoGo, & request they match a competitor’s lower price for the exact same package. Agent may choose to offer the best price to the client, or to offer the higher rate & surcharge the reservation once the price match is approved. In order for TI to price match, the reservation comparison must be “apples to apples.” If packaged with airfare, the class of air must also match identically on all flight segments. Most often, it is the land only portion that is price matched. A screenshot (CTRL button & Print Screen button held down at the same time) of the competitor’s price, including date/time stamp is required. Email to [email protected] for GoGo, & for TI email [email protected]. If the PM is approved, the adjusted price will be applied to the booking within 24 hours. Occasionally, a client will force a price match with an online discount travel site, such as Expedia or Orbitz. TI will take various considerations into account in order to price match an OTA and often will cap the commission at 10%. However, because the agency is a member of CX, there is a list of resorts where full commission is not sacrificed due to a price match with an OTA. An email price match request is sent. Put CX Price Match in the subject line and attach a screenshot of the OTA’s price.
Groups Reservations: Many of our bookings are made through the TI or GoGo Groups Department. This department is specific to group contracted rates and group negotiated amenities. The TO general Reservations Department can’t touch a group booking. If a booking appears to be an FIT (Fully Independent Traveler, aka individual reservation), but the agent later incorporated the reservation into a group contract, the booking becomes “G” coded and is handled entirely by the Groups Department. Inquiries for established group bookings may be made to the appropriate group department contact for that booking.