Outsourcing

Call Centre

We have a team of call centre reservations staff that take overflow and out-of-hours calls for our clients. Our reservations staff are experienced travel consultants and have worked for high profile accounts in the Philippines including Expedia, Orbitz, American Express Travel and United Airlines. Our staff are proficient in handling enquiries and converting calls into sales. They are proficient in our systems and are very competent reservations consultants.

We offer 2 options:

1. We answer overflow and out-of-hours calls for you where we charge a cost per call and further cost for a confirmed booking.
2. Alternatively we provide you full time reservations staff at a cost of $2,000 per month. Our charges include all costs such as office, desk, welfare, taxes and management.

Rates Loading

For Tour Operators, DMCs and Bed Banks, the cost of loading rates manually can be high and the process intensive. Our staff are fully conversant with hotel rates management and the complex rules that hotels feature in their contracts. We offer 2 options:

1. We load contracts on an adhoc basis and charge a fee per loaded contract – usually between $15-$20 per contract depending on complexity
2. We provide you with full time rates loaders at a cost of $1500 per employee per month

Accounting

We can provide a range of accounting and finance services ranging from basic reconciliation tasks to preparing a full set of accounts ready for audit. Accountancy services cannot be provided on a task by task basis. Our clients who do however have full time accountancy staff with us are all very pleased with the quality of work and the value for money we provide. The cost of a junior accountants starts at $1,500 per month (all inclusive) whilst senior accountants start at $2,000 (all inclusive). Our accountancy services include:

• Invoice reconciliation
• Remittance
• Accounts Payable
• Accounts receivable
• Bank Reconciliation
• Trial Balance
• Xero, Sage &Quickbooks Accounting
• Management Accounts
• Budgeting

Back Office

Our back office tasks include everything your back office team in your home country are expected to do. Services include (but are not limited to):

• Supplier follow-up and confirmations
• Document preparation
• Dispatch
• Quality Checking Bookings
• Rebooking lower fares on confirmed bookings
• Ticketing
  • Issue tickets
  • Cancelations
  • Refunds
  • Re-issues and changes

Design

The Philippines offers a diverse range if highly educated, talented and creative designers. Designers in Manila cost a fraction of the price they do in the UK and the quality of work is in our opinion much better than anything you could find here. We can offer all of the following services:

• Web design
• Brochure design
• Adverts
• Stationary
• Logos
• Flyers
• Social Media Banners
• Web Banners
• Video Editing and promotional video content

After Sales

It is an unfortunate reality that once a client has booked and paid for their main travel service, most companies simply forget that those clients will still need a number of other ancillary services that they will probably find elsewhere.

We have a unique proportion of our clients that don’t actively pursue ancillary sales from their clients. Our proposition is a driver of extra income for your business without any additional costs or resources from you.

1. We will contact all your clients 2-4 weeks before departure. Our staff will call under your company name and inform them that we are making a courtesy call to ensure the client is happy and they have all their documentation ready for travel
2. During the call we will find out if the client has travel insurance, how they will be getting to the airport and what they are intending to do whilst on holiday
3. Depending on the information we gather, we will offer the following products and services:
   • Airport Lounge Passes
   • Upgrades on the flights
   • Upgraded room at the hotel
   • Car Hire
   • Airport Transfers and Taxis
   • Airport parking
   • Excursions whilst abroad
   • Travel insurance
4. If the client books any service, we will keep 50% of the gross profit on the additional items purchased and give you 50%.

Content Management & Loading

Keeping your content up to date is paramount if you are a consumer facing business where the principle driver of business is your website. You must ensure hotel content and images are always accurate and that any information such as pool closures or building works are up to date. You also need to ensure that new hotels coming onto the market are loaded into your systems with all content and images as soon as they come to market.

Quality Checking

A robust and thorough QC process will not only improve the quality of the customer experience, it will also save you a lot of money thereby increasing your bottom line profits.

Rates

Travel organizers and tour operators can easily make mistakes when applying rate to a reservation. Whilst incorrect rates will be an infrequent occurrence for most travel companies, when an incorrect rate is applied, the loss can run in to the thousands. Most travel companies will have created specific contingency funds to pay for this type of error, but if this loss could be prevented entirely then profits will increase.

Our team will check to ensure that every itinerary segment on the booking has had the correct rates applied to it. We will check hotel, airline, tour, car hire and cruise rules to make sure that the rates calculations are correct. If any offers have been applied to such as early bird deals, stay & pay discounts or free upgrades, we will double check the rules to make sure their application is valid.

For airlines, we will check the advance ticketing rules, IT fare rule and all other applicable restrictions that could change the pricing.

Amongst the other checks we complete for all suppliers including cruise and car rental, we ensure

• the correct categories have been booked based on the rates used
• that the the customer qualifies for the market the rates apply to

Date & Time

Making a date or time mistake mistake will generally at a minimum wipe out any margin on a booking and, more often than not, result in a loss. If a client misses a flight because of incorrect schedule information then you will have to pay for their extra accommodation in addition to compensating them in accordance with legislation.

Our checks ensure that the dates and times are accurate and in accordance with what has been communicated to the customer. Sometimes, there is a reason for why times and dates appear odd but are in fact correct. Your customer might be staying with friends or relatives on arrival to their destination and then moving into a hotel a few days later. We will flag such anomalies for secondary checks by your reservations team.

Passenger

We will make sure that the passenger you have booked is able to travel to the destinations on their itinerary and flag any restrictions that could prevent travel from proceeding. We check and/or flag passport and visa issues, health issues, logistical issues, entry requirements. We also highlight destination specific calendar events that the customer may not be aware of such as a holiday to a Muslim country in Ramadhan where prohibitions exist during the day that would have a material impact on the holiday.

Deposit & Balance

We make sure the deposit collected covers the amounts you must pay out to suppliers. We know of a £200,000 hotel booking for the most prestigious room category during the busiest period of the year where the agent collected only 10% deposit and the hotel required 50% resulting in a cash flow deficiency of £80,000 for the company. Similarly, we know of deposit dues dates which are later than the date the suppliers must be paid. In both these cases, if a client cancels, the travel organizer will be out of pocket as they will have paid out more than they have collected or are able to collect.

Ticketing

Whilst the platform has automated a lot of ticketing tasks and even allows for automated changes and cancellations, there are still some complex fare itineraries that require manual fare construction. Similarly, complex changes and cancellations still require human intervention. A ticketing team is an expensive cost that is often not justified.

Our experienced team of ticketers are experienced across multiple GDS platforms including Galileo, Amaedeus, Sabre and Worldspan.