Tender Description

Terms of reference (ToR) for ticketing services

1. PROJECT DESCRIPTION

1.1 Introduction and Background

Project: Provision of Airline ticketing service for IRW-S Offices

Islamic Relief Worldwide-S is an International Humanitarian Organization that has been working in Somalia since 2006. IRW-S is committed to achieving its core vision of caring World where basic requirements of the needy are met. Islamic Relief’s goal is to provide an increased access to water, sanitation, education and health facilities to IDPs and other vulnerable groups.

IRW-S have grown over the last few years both in programmes and in personnel. The country office has expanded and is the backbone of all activities in the country. IRW-S staffs wellbeing encompasses mental, physical, emotional, and economic health, influenced by workplace relationships, resources, and decisions. It's enhanced by a positive culture prioritizing wellbeing, clear tasks including travel to project target area.

The IRW-S Office Somalia intends to establish an exclusive framework agreement with travel Agency to provide airline ticketing services (domestic, regional and international) for its operations in Somalia. The tender is open to local market and local based companies are invited to participate in this open tender.

The successful Proposer ("the Travel Agent") will be required to sign a contract with IRW-S to perform travel services specified under this Terms of Reference and agreeing to clearly identified service levels. The contracts will be an initial one year with the option to extend for additional years as per the need on ground.

1.2 Objective of Assignment

The Travel Agency will be responsible for the procurement of airline tickets for the IRW-S

Office and its joint programs. The services will include booking, issuing and billing of 1

tickets as per IRW-S guidelines and the travel regulation

1.3 Objective

The proposed service with the Travel Agency will cover airline ticketing, processing refunds and cancellations, and preparation of suitable itineraries (including alternative routings, departures and arrivals) for IRW-S staff members and participants attending meetings on official business for IRW-S.

1.4 IRW-S Travel Policy

The Travel Agency shall be given copies of IRW-S travel plan and shall be fully familiar and comply with these plans for all official travel. The Travel Agency must apply the current valid version of IRW-S travel plan/ guidelines as they might change throughout the contract period.

The Travel Agency are required on request by IRW-S to book the most direct routing, least costly fares and to research alternate itineraries to provide the lowest appropriate fares on different routings. Full economy fares may be used as standard, that can be rebooked by paying penalty fees if no appropriate reduced fares are available & (should advise IRW-S before booking if no cancellation or re-booking is permitted) and business class are applicable in limited situations.

The Travel Agency must be knowledgeable & conversant with the local/international travel market and prepared to offer special fares, restricted fares, discount fares, and bulk fares for use whenever appropriate. Fares, which entail restrictive conditions, shall only be booked with the express approval of the IRW-S management.

2. Travel management

2.1 Scope of Services

The following are the scope of services requirement for the IRW-S.

2.2. General

The Travel Agency shall provide travel services during working days. In addition, the Travel Agency shall provide for 24 hours a day emergency service, as well as for services during weekends and other official holidays whenever emergency travel services are required. One of the Travel Agency employee and alternate nominee shall always be accessible.

2.3. Reservation and Ticketing

The Travel Agents will provide IRW-S with an email which all authorized IRW-S admin staffs are obliged to use when requesting flight details from the Travel Agent. This will indicate the sequence of information which best suits IRW-S travel’s operation within its systems. This should at least contain the following information:

• Name of traveler,
• Departure and arrival dates and times of each flight,
• Booking class and
• Preferred route.

As per IRW-S Travel Guidelines, combining private trips with business trips is permitted only if the trip is primarily undertaken on IRW-S business. In cases where IRW-S staff would like to extend their trip for private reasons, the Travel Agency must indicate in their offer whether additional costs will be incurred by the extension or if the price remains the same. The email must include a field where staff can indicate whether such price comparisons should be obtained. Staff members do not need to provide evidence of a price comparison of the flight costs if they include a private stay at the place of business the weekend directly before or after the business trip.

IRW-S authorizes the Travel Agent to return requests which do not adhere to the agreed standards. The travel management company/Agency upon receipt of the travel request by the admin team, will provide IRW-S Authorized staff member with 3 (three) flight options and indicate/recommend the most economic flight option available at the time, must be submitted first before any approval of such request.

For every duly approved IRW-S Travel request, the Travel Agency shall immediately make bookings and prepare appropriate itineraries and quotations based on the lowest fare and the most direct and convenient routing. If required travel arrangements cannot be confirmed, the Travel Agency shall notify the requesting party of the problem and present alternative routings/quotations for consideration.

For wait-listed bookings, the Travel Agency shall provide regular feedback on status of flight.

• The Travel Agency shall issue accurate tickets and detailed itineraries, showing the accurate status of the airline on all segments of the journey; where necessary tickets

and billings shall be modified or issued to reflect changes affecting travel and make

3                appropriate adjustments for any change(s).

• The Travel Agency shall issue e-Tickets, based upon proper authority from the IRW-S admin in case of business travel
• The Travel Agency shall accurately advise the IRW-S of ticketing deadlines and other relevant information every time reservations are made, to avoid cancellations of bookings.

• The Travel Agency shall notify IRW-S and the traveler of events such as airport closures, cancelled or delayed flights and strike situations as well as of local political or safety conditions, which may affect travel to any destination.

• The Travel Agency shall provide all official travelers with last seat availability, advance seat assignments and advance boarding passes on all airlines for which the Travel Agency can offer these services.

• The Travel Agency shall provide reconfirmation and revalidation of airline ticket, re-issued tickets which are returned because of changed routing or fare structures and printed itineraries showing complete information on status of reservations on all carries.

2.4. Fees

IRW-S and the Travel Agents shall agree on a fixed fee (excluding VAT) for each domestic and international booking, change or cancellation made through the Travel Agent. This fee is to be indicated on the budget provided as part of quote (in a financial attachment) and Tax invoice to IRW-S once contract has been awarded. Fees will be reviewed on an annual basis.

2.5 Private bookings

IRW-S staff members may make use of the Travel Agent for private bookings with access to the IRW-S corporate rates or the Agent’s corporate rates. IRW-S staff is not permitted to process their private bookings via the account which the IRW-S has with the Travel Agent. The Travel Agent is not permitted to invoice IRW-S or make IRW-S held responsible for private bookings made through the Travel Agent. Exceptions may arise (i.e., unforeseen circumstances where immediate action is required & approved by management).

2.6. Traveler’s Itineraries

The Travel Agency shall provide each traveler a complete itinerary document which includes the following:

• Flight number{s) and seat assignment(s)
• Confirmed upgrade (if applicable in no case first class!!);
• Departure and arrival time(s) for each segment of the trip;

Intermediate stops;

4

• Airport and other taxes;

Any other information such as change in international date lines

2.5. Traveler's Profiles

The Travel Agency shall maintain computerized profiles of all frequent travelers, as designated or defined from time to time by IRW-S, setting forth the traveler’s preferences regarding airlines, seating and meal requirements, passport and such other information as is useful to facilitate such travelers travel arrangements. Data Protection information will be shared with the Travel Agency at contract stage.

2.6. Management Reports

The Travel Agency shall provide IRW-S with management information reports, consisting of sales activity showing every quarter detailed analysis of the following;

• number of trips, destinations, carriers used from to and the dates
• savings achieved from the carrier's lowest available fare,
• The Travel Agency shall provide adequate information on visas, passports, foreign exchange control regulation and other government restrictions as and when required.
• The Travel Agent shall hold quarterly meetings with Head of Admin and Operations or any delegated officer to address any issues or problems which may arise. Based on IRW-S’s feedback, the format or content of the report must be adjusted for subsequent reports.
• The report is due within 10 working days after the respective quarter. The Travel Agent shall submit the statistics without being requested to do so.
• The Travel Agency shall send monthly overview of the IRW-S travel account to the admin/Operations indicating the number of tickets booked (total number), the value in USD, distribution between domestic and international as well as the booking class (economy or business).

2.7 Refunds

Should the situation arise where the IRW-S travelers anticipate that he will not be able to take up the flight he should immediately contact the Travel Agent and convey this information. Only then is the Travel Agent in a position to Endeavor to cancel the flight. This will reduce the costs of ‘No show’ tickets which are costly and should be avoided.

By using the Travel Agent’s emergency/after-hours assistance the traveler must indicate whether he will re-use the ticket or require a refund. Re-used tickets must be taken up within 3 months for domestic flights and within 6 months for international 5

flights.

For each booking, the Travel Agent will provide the admin Officer the contacts for theemergency/after-hours assistance together with the e-mail of confirmation of the flight booking.

IRW-S shall be reimbursed by the Travel Agent for partly or fully unused tickets and cancelled tickets subject to applicable regulations. The Travel Agency shall process these refunds on all returned airline tickets within 30 days through payment.

2.8 Service Standards

The Travel Agency shall provide the necessary personnel to provide prompt, courteous and efficient service to IRW-S. The number of assigned personnel shall be adequate to meet all service requirements under this Terms of Reference. The Travel Agent shall sensitize his staff on a customer service-oriented approach for all exchanges with IRW-S. Aside from the initial submission of the offers within 1 working day, all ongoing ticketing requests must be responded to within working days.

The Travel Agency are responsible for providing replacement personnel in case of absenteeism of the dedicated personnel assigned.

2.9 Billing/payment mode

The Travel Agency must be equipped with a fully automated accounting system interfaced with the computerized reservation system to cater for IRW-S requirements.

The regular payment period is within 30 days. The Travel Agency must issue a separate invoice for each purchase order. All payments will be made in accordance with completed and approved deliverables such as invoices sorted as per IRW-S Projects indicating project number and project name. In addition, the Travel Agent must provide statements to IRW-S on a regular basis as invoices occur.

Basic information

1. Invoice number and date
2. Travel Agent's name, address, office of issue.
3. Travel Order/Authorization number as reference
4. Total invoice value. VAT must be stated separately
5. Copy of the order/ after-hour Authorizer name.
6. Proof of travel

Air Travel Information

7. Date of travel
8. Air ticket number

9. Airlines company name

10. Class

11. Routing

12. Passenger's name

13. Copy of the order/after-hour authorization name

Requirements for Tender Documents submission

• Tender envelop should be sealed with reference number and stamped.

• Company Profile with detailed physically verifiable contact addresses

• Most recent Bank statements (printed in last 6 months). With full details of account movement and enough balance

• Valid Registration from the government

• Valid Commercial License to work in Somalia from the government.

• Tax compliance certificate

• List of areas where you provide the ticketing service, unit ticket price of each area (local/International).
• Evidence of Past Experience/relevant experience (contracts) of same service provision with INGO’s, NGO, UN, government, private sector or other entities.

Skills Required

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