19AJ2024Q0002 Travel Management Services f.pdf

U.S. Embassy Baku, Azerbaijan Date: July 05,2024

Dear Prospective Quoter:

Subject: Request for Quotations number 19AJ2024Q0002 for Travel Management Services

Enclosed is a Request for Quotations (RFQ) for travel management services. If you would like to submit quotation, follow the instructions in Section 3 of the solicitation, complete the required portions of the attached document, and submit it to the address shown on the Standard Form 1449 that follows this letter.

The U.S. Government intends to award a contract/purchase order to the responsible company submitting an acceptable offer at the lowest price. We intend to award a contract/purchase order based on initial quotations, without holding discussions, although we may hold discussions with companies in the competitive range if there is a need to do so.

The Embassy intends to conduct a pre-quotation conference at the site. The pre-proposal conference will be held on July 16, 2024, from 14:00 p.m. to 15:00 p.m. (local time) at the US Embassy Baku Annex at Nizami 96 street (Landmark Office Center).

Prospective offerors/quoters should contact Procurement Agent Elnara Gurbanova by July 09, 2024 for additional information or to arrange entry to the building.

Quotations are due by July 23, 2024, 6:00 PM Baku time.

No quotations will be accepted after this time. Proposals must be in English and incomplete proposals will not be accepted.

Your quotation must be submitted electronically to BAKUBIDBOX@state.gov with a copy to BAKUBIDBOX@gmail.com.

The title of the email with your proposal must state the solicitation number. Failure to adhere to this requirement may result in your proposal disqualification.

It is important to make sure the submission is made in specific size and format; in MS-Word 2007/2010 or MS-Excel 2007/2010 or Adobe Acrobat (pdf) file format. The file size must not exceed 30MB. If the file size should exceed the 30MB, the submission must be made in separate files and attached to separate emails with less than 30MB each.

In order for a quotation to be considered, you must also complete and submit the following:

1. SF-1449

2. Section I, Pricing

3. Section 5 Representations and Certifications

4. Additional information as required in Section 3

6. Proof of SAM Registration

Offerors shall be registered in the SAM (System for Award Management) database at https://www.sam.gov prior to submittal of their offer/proposal as prescribed under FAR 4.1102.

Failure to be registered at time of proposal submission may deem the offeror’s proposal to be considered non-responsible and no further consideration will be given. Therefore, offerors are highly encouraged to register immediately if they are interested in submitting a response to this requirement.

Sincerely, Steven Glick

Contracting Officer

Enclosure:

TABLE OF CONTENTS

SECTION 1 - THE SCHEDULE

• SF 18 or SF 1449 cover sheet

• Continuation To SF-1449, RFQ Number 19AJ2024Q0002, Prices, Block 23

• Continuation To SF-1449, RFQ Number 19AJ2024Q0002, Schedule of

Supplies/Services, Block 20 Description/Specifications/Work Statement

• List of Attachments to Description/Specifications/Statement of Work, Government

Furnished Property

• Attachments

SECTION 2 - CONTRACT CLAUSES

• Contract Clauses

• Addendum to Contract Clauses - FAR and DOSAR Clauses not Prescribed in Part 12

SECTION 3 - SOLICITATION PROVISIONS

• Solicitation Provisions

• Addendum to Solicitation Provisions - FAR and DOSAR Provisions not Prescribed in

Part 12

SECTION 4 - EVALUATION FACTORS

• Evaluation Factors

• Addendum to Evaluation Factors - FAR and DOSAR Provisions not Prescribed in

Part 12

SECTION 5 - OFFEROR REPRESENTATIONS AND CERTIFICATIONS

• Offeror Representations and Certifications

• Addendum to Offeror Representations and Certifications - FAR and DOSAR

Provisions not Prescribed in Part 12

Standard Form SF 1449 follows:

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS

OFFEROR TO COMPLETE BLOCKS 12, 17, 23, 24, & 30

1. REQUISITION NUMBER

MPR0409048

2. CONTRACT NO.

3. AWARD/EFFECTIVE

DATE

September 12, 2024

4. ORDER NUMBER

5. SOLICITATION NUMBER

19AJ2024Q0002

6. SOLICITATION ISSUE

DATE

July 05, 2024

7. FOR SOLICITATION

INFORMATION CALL

a. NAME

Elnara Gurbanova

b. TELEPHONE NUMBER(No collect calls)

(00994) 55 226 57 90

8. OFFER DUE DATE/

LOCAL TIME

July 23, 2024

18:00 Baku time

9. ISSUED BY CODE

10. THIS ACQUISITION IS 11. DELIVERY FOR FOB 12. DISCOUNT TERMS

U.S. Embassy Baku

111 Azadalig Prospect

Baku, Azerbaijan

UNRESTRICTED

SET ASIDE:

% FOR

SMALL BUSINESS

DESTINATION UNLESS

BLOCK IS MARKED

SEE SCHEDULE

HUBZONE SMALL

BUSINESS

13a. THIS CONTRACT IS A RATED ORDER

UNDER DPAS (15 CFR 700)

8(A) 13b. RATING

NAICS:

SIZE STD:

14. METHOD OF SOLICITATION

RFQ IFB RFP

15. DELIVER TO CODE

16. ADMINISTERED BY CODE

bakubidbox@state.gov and bakubidbox@gmail.com

17a. CONTRACTOR/ CODE

OFFEROR

FACILITY

CODE 18a. PAYMENT WILL BE MADE BY CODE

TELEPHONE NO.

Finance Section/Vouchering Unit

U.S. Embassy Baku

3 Azadlig Prospect

Baku, Azerbaijan

17b. CHECK IF REMITTANCE IS DIFFERENT AND

PUT SUCH ADDRESS IN OFFER

18b. SUBMIT INVOICES TO ADDRESS SHOWN IN BLOCK 18a UNLESS

BLOCK BELOW IS CHECKED SEE ADDENDUM

19.

ITEM NO.

20.

SCHEDULE OF SUPPLIES/SERVICES

21.

QUANTITY

22.

UNIT

23.

UNIT PRICE

24.

AMOUNT

Travel Management Services.

See Section 1- The schedule

(Use Reverse and/or Attach Additional Sheets as

Necessary)

25. ACCOUNTING AND APPROPRIATION DATA

26. TOTAL AWARD AMOUNT (For Govt. Use

Only)

27a. SOLICITATION INCORPORATES BY REFERENCE FAR 52.212-1, 52.212-4. FAR 52.212-3 AND 52.212-5 ARE ATTACHED. ADDENDA ARE ARE

NOT ATTACHED.

27b. CONTRACT/PURCHASE ORDER INCORPORATES BY REFERENCE FAR 52.212-4. FAR 52.212-5 IS ATTACHED. ADDENDA ARE ARE NOT ATTACHED.

28. CONTRACTOR IS REQUIRED TO SIGN THIS DOCUMENT AND RETURN

__1__ COPIES TO ISSUING OFFICE. CONTRACTOR AGREES TO FURNISH AND

DELIVER ALL ITEMS SET FORTH OR OTHERWISE IDENTIFIED ABOVE AND ON

ANY ADDITIONAL SHEETS SUBJECT TO THE TERMS AND CONDITIONS

SPECIFIED HEREIN.

29.AWARD OF CONTRACT: REF. _________________

OFFER DATED _______________. YOUR OFFER ON

SOLICITATION (BLOCK 5), INCLUDING ANY ADDITIONS

OR CHANGES WHICH ARE SET FORTH HEREIN, IS

ACCEPTED AS TO ITEMS:

30a. SIGNATURE OF OFFEROR/CONTRACTOR 31a. UNITED STATES OF AMERICA (SIGNATURE OF CONTRACTING OFFICER)

30b. NAME AND TITLE OF SIGNER (TYPE OR PRINT)

30c. DATE SIGNED

31b. NAME OF CONTRACTING OFFICER (Type or

Print)

31c. DATE SIGNED mailto:bakubidbox@state.gov

SECTION 1 - THE SCHEDULE

CONTINUATION TO SF-1449

RFQ NUMBER 19AJ2024Q0002

PRICES, BLOCK 23

1.0 DESCRIPTION

The Contractor shall provide travel management services to the U.S. Embassy, Baku, as described in this solicitation. The contract type is a requirements type contract for all travel management services required by the agencies set forth in Section 1, paragraph 27.0. The contract will be for a one-year period from the date to start services, set forth in the Notice to

Proceed, with four one-year options to renew.

2.0 TRANSACTION FEES AND COMMISSION REFUND PROCESS

2.1 Transaction Fee. The Government shall pay the Contractor a transaction fee based on a fixed rate per transaction. See also Section 1, continuation of block 20, paragraph

2.0, Definitions, and paragraph 17.0 for further information on handling of transaction fees. See also paragraph 15.0 for a further description of Government Travel Charge

Card, Centrally Billed Account (CBA), and Government Travel Request (GTR) sales.

2.2 Reserved

2.3 PRICING

2.3. A. VALUE ADDED TAX (VAT)

VALUE ADDED TAX. Value Added Tax (VAT) is not applicable to this contract and shall not be included in the CLIN rates or Invoices because the U.S. Embassy has a tax exemption certificate from the host government.

2.3. PRICING TABLE

No.

Contract Period Base Period Option Period 1

Transaction Description Est. Q-ty Price AZN

Amount AZN Price AZN Amount AZN

Economy Class International Transaction Fee 500

Economy Class Domestic Transaction Fee 10

Business Class International Transaction Fee 5

Business Class Domestic Transaction Fee 5

Refund/Change international Transaction Fee 40

Refund/Change Domestic Transaction Fee 5

International Transaction Fee for Tickets on airlines not presented in Azerbaijan and requiring ticket stock of particular airline 60

International Transaction Fee for Refund/Change of the tickets on airlines not presented in Azerbaijan and requiring ticket stock of particular airline 10

Total AZN Total AZN

Contract Period Option Period 2 Option Period 3

Transaction Description Est. Q-ty Price AZN

Amount AZN Price AZN Amount AZN

Economy Class International Transaction Fee 500

Economy Class Domestic Transaction Fee 10

Business Class International Transaction Fee 5

Business Class Domestic Transaction Fee 5

Refund/Change international Transaction Fee 40

Refund/Change Domestic Transaction Fee 5

International Transaction Fee for Tickets on airlines not presented in Azerbaijan and particular airline 60

International Transaction Fee for Refund/Change of the tickets on airlines not presented in Azerbaijan and

Total AZN Total AZN

Contract Period Option Period 4

Transaction Description Est. Q-ty Price AZN

Amount

AZN

Economy Class International Transaction Fee 500

Economy Class Domestic Transaction Fee 10

Business Class International Transaction Fee 5

Business Class Domestic Transaction Fee 5

Refund/Change international Transaction Fee 40

Refund/Change Domestic Transaction Fee 5

International Transaction Fee for Tickets on airlines not presented in Azerbaijan and requiring ticket stock of particular airline 60

International Transaction Fee for Refund/Change of the tickets on airlines not presented in Azerbaijan and

Total AZN

Grand Total

AZN

MINIMUM / MAXIMUM

The contract guarantee minimum for the entire contract is 30,000 AZN. The contract maximum for base and all option years is 70,000 AZN.

TABLE OF CONTENTS

• 1.0 - Scope of Work

• 2.0 - Definitions and Acronyms

• 3.0 - Contractor Requirements for Providing Official Travel Services

• 4.0 - Contractor Priority

• 5.0 - Furnishing of Equipment/Property

• 6.0 - Space for Performance of Required Services

• 7.0 - Minimum Personnel Requirements

• 8.0 - Contractor’s Quality Control Plan

• 9.0 - Transition Requirement and Continuity of Services

• 10.0 - Deliverables

• 11.0 - Notice to Proceed, Period of Performance and Options

• 12.0 - Place of Performance

• 13.0 - Hours of Service

• 14.0 - Basis of Compensation to the Contractor

• 15.0 - Billing and Payment Procedures

• 16.0 - Refund Procedures

• 17.0 - Transaction Fee Procedures

• 18.0 - Security

• 19.0 - Government Approval and Acceptance of Contractor Employees

• 20.0 - Key Personnel

• 21.0 - Personal Injury, Property Loss or Damage (Liability)

• 22.0 - Insurance

• 23.0 - Bonding of Employees

• 24.0 - Permits

• 25.0 - Post Award Conference

• 26.0 – Task Order Issuance

• 27.0 – Requiring Activity

CONTINUATION TO SF-1449

RFQ NUMBER 19AJ2024Q0002

SCHEDULE OF SUPPLIES/SERVICES, BLOCK 20

DESCRIPTION/SPECIFICATIONS/WORK STATEMENT

1.0 SCOPE OF WORK

1.1. The Contractor shall provide corporate travel services for official domestic and international travel of Government employees and their dependents. Domestic and international travel includes travel within the country in which the U.S. Embassy Baku is located and travel outside that country, including travel within the U.S and other countries. The corporate travel services that the Contractor shall provide include:

• Travel reservations, and, issuance of tickets for air, rail, and bus where possible, advance seat assignments and advance boarding passes;

• Assistance in obtaining passports, visas, and advice regarding health requirements;

• Detailed travelers' itineraries;

• Air reservations must use a computer reservations system which interfaces with Global Distribution System (GDS). This reservation system must securely store passenger data such as frequent flyer information. The

Contractor shall be able to also issue “Ticket-less” reservations on low-cost carriers which may use “hybrid” reservations (using e-ticketing in addition to ticket less to accommodate codeshares and interlines).

• Management information and billing reports derived from the booking database;

1.2. Each of these items is discussed in detail in Section 1, continuation of block 20, paragraph 3.0, "Contractor Requirements for Providing Official Travel Services".

1.3. The Contractor shall also provide travel services and support for Government employees and their dependents requesting personal deviations from authorized itineraries associated with office, U.S. Government-funded travel. An individual seeking a personal deviation from official travel is required to use the Contractor’s services to arrange the deviation if the Contractor is capable of ticketing using the common carrier(s) and fares(s) requested by the traveler. The Contractor shall post and publish the transaction fees associated with such service.

1.4. The Contractor shall also provide travel services for any individual sponsored by a participating agency under this contract, including personnel on temporary duty.

Additionally, the Government is often called upon to assist U.S. citizens who wish to return to the U.S. The Contractor may be called upon to assist with the travel arrangements in such cases. The Contractor shall direct any question as to whether or not a service should be provided to a particular person, to the Contracting Officer or the

Contracting Officer’s Representative.

1.5. Upon the request of employees or other persons with disabilities traveling on official business, the Contractor must arrange necessary and reasonable accommodations, including but not limited to airline seating, in-terminal transfers, ground transportation and barrier-free or otherwise accessible lodging.

2.0 DEFINITIONS AND ACRONYMS

Agency – U.S. Government activity at post, such as State Department, Foreign Commercial

Service, or Foreign Agricultural Service.

ARC - Airlines Reporting Corporation. Website: https://www2.arccorp.com/

Authorized Itinerary – The:

• Lowest cost;

• Usually traveled routing;

• Between a traveler’s authorized origin and authorized destination.

• On the authorized date of travel (for travel that is date-specific);

• In the authorized class of service.

• Using the fare type (unrestricted or restricted) authorized.

• That complies with the GSA City Pair Program

• And complies with the Fly America Act, the US government regulation and the Mission Travel

Policy.

Business Day – Monday through Friday, except holidays listed in Section 2, DOSAR 652.237-

72, “Observance of Legal Holidays And Administrative Leave”.

BSP – Iata Billing and Settlement Plan

CBA - Centrally Billed Account. A Charge Card Account established by the General Services

Administration. The Department of State has selected Citibank Visa Charge Cards. The contractor will provide the CBA via the GDS to the airlines such that the airline is the merchant for the air ticket cost. The contractor may only charge the CBA for transaction fees, not for airline tickets.

Commission - Amount paid to the Contractor by another entity not a party to this contract, such as an airline, hotel or rental car, for each airline ticket the Contractor books with that entity.

COR - Contracting Officer's Representative. See Section 2, DOSAR 652.242-70, Contracting

Officer's Representative (COR)

Cost Construct – Travel that deviates from the authorized itinerary or authorized class of service.

The Government will pay no more than the value of the authorized itinerary. A traveler-requested deviation from the date(s) of travel on their travel authorization shall not constitute a cost-construct unless, as a result of the date change, the base fare changes relative to the base fare of the authorized itinerary

DS-4022 – Exception Form for us of non-contract carrier

DS-3093 – Exception Form for use of Foreign Flag Carrier

DS-4087 – Exception Form for Premium/Business Class Travel

DSSR – Department of State Standard Regulations

Embassy – Refers to U.S. Embassy Baku. Also refers to any consulates listed in paragraph 1.1 above.

Emergency - An unforeseen combination of circumstances that calls for immediate action. The term emergency includes, but is not limited to, disasters, forest fires, evacuations, floods, and civil unrest.

Federal Travel Regulation (FTR) - See 41 CFR Chapters 300-304. Chapter 301 governs travel and transportation allowances for Federal civilian employees. except for DOD personnel, who are subject to the JTR. The regulation can be accessed at website: https://www.gsa.gov/policy-regulations/regulations/federal-travel-regulation-ftr

Fly America Act - See 49 U.S.C. 40118. The Fly America Act requires Federal employees and their dependents, consultants, contractors, grantees, and others performing United States-financed air travel to travel by U.S. flag carriers. Details contained in 41 CFR 301-10.131 through 301-10.143 and 6 FAM 135.

GDS – U.S. Global Distribution System – used by travel agencies to reserve and ticket travel services.

Government - U.S. Government, including all participating U.S. Government agencies.

GSA - U.S. Government General Services Administration.

https://www.gsa.gov/policy-regulations/regulations/federal-travel-regulation-ftr https://www.gsa.gov/policy-regulations/regulations/federal-travel-regulation-ftr

GTR - Government Travel Request issued on an electronic SF-1169 which is provided to a carrier or a carrier’s agent to procure passenger transportation services for the account of the

U.S. Government. GTRs are used when an airline will not accept the CBA as the merchant. The

GTR shall be used as a supporting document with the bill for the transportation charges.

Hotel and Motel Fire Safety Act of 1990 - Public Law 101-391, September 25, 1990. An Act to amend the Federal Fire Prevention and Control Act of 1974 to allow for the development and issuance of guidelines concerning the use and installation of automatic sprinkler systems and smoke detectors in places of public accommodation affecting commerce, and for other purposes.

Hotel and Motel Fire Safety Act National Master List - Places of public accommodation in the

United States and its territories that meet the fire prevention and control guidelines under the

Hotel and Motel Fire Safety Act. Current information is also available on the internet at http://www.usfa.fema.gov/hotel.

IBA – Individually Billed Account, certain travelers (primarily U.S. direct hires) may be eligible to hold a U.S. Government contractor-issued individually billed account (IBA), commonly referred to as a travel card. An IBA should be used to procure transportation for official travel only when a CBA cannot be used or when travel is of an unanticipated, emergency nature and arranging travel through a TMC, thus using a CBA, would prevent accomplishment of the purpose of travel.

Indirect Travel – Travel that deviate, in routing, from the routing of the authorized itinerary.

JTR – Military Joint Travel Regulations

Lowest Available Fare - Except for the constraints of the airline contract program described in

Section 1, continuation of block 20, paragraph 3.2.2 and the Fly America Act, Section 1, continuation of block 20, paragraph 3.2.3, the Contractor shall book the lowest available fare in accordance with agency policy, if any, as expressed in the contract. If reservations made by the

Contractor are not at the lowest available rate allowed, at the time of ticketing, the Contractor shall refund the difference to the Government.

Media - A broad spectrum of methods used to provide a permanent record of communications

(examples include paper, Electronic Data Interface (EDI), electronic, optically stored media, computer disks, or any other acceptable method of available communication).

OBT – The Online Booking Tool is provided by CWT Sato using the “Get There” program

Official Travel - Travel that is paid for and/or for which the traveler is reimbursed by the

Government.

Open Skies Agreement – The EU Open Skies agreement can be a valid exception to the Fly

American Act. Other Open Skies agreements are not as liberal as the EU agreement.

http://www.usfa.fema.gov/hotel

Personal Travel - Travel that is paid for by the employee/dependent and for which reimbursement will not be provided by the Government.

PNR - Passenger Name Records

Post – Embassy, consulate general, consulate, consular agency, presence post, branch office, or mission of the United States.

Premium Class Travel Report – Report, by agency, containing all Premium Class travel tickets issued by the contactor where the USG authorized Premium Class Travel

Refund - Ticket refund consists of the value of the ticket but does not include transaction fee or other service fee associated with issuing of the ticket. For billing purposes under this contract, a refund is not a separate transaction.

SOP – Standard Operating Procedures – Document provided by Contractor to Post detailing processes and procedures for service delivery of all contract requirements.

Standard Carrier Alpha Code (SCAC) - Used by the Government to audit the Contractor’s billings. SCAC code may be obtained from the National Motor Traffic Association, Inc. 2200

Mill Road, Alexandria, VA 22314; telephone (703) 512-1800. The current cost is $28.00

($24.00 to renew). The SCAC is only applicable if a GTR is used for payment.

Taxes and Fees - Charges for transportation imposed on travelers by other authority, such as U.S.

Government federal taxes, airport passenger facility charges.

Tenant agencies – Other U.S. Government Agencies assigned to a given Embassy

Transaction - Issuance of a ticket for common carrier transportation, or changes to that ticket after issuance. Other travel reservations associated with the travel under that ticket, including but not limited to, hotel reservations, car rental, and other traveler services, are not considered a transaction for purposes of charging a transaction fee.

Transaction Fee - Fee, charged by the Contractor, for issuance of a ticket for common carrier transportation or changes to that ticket, after issuance. Paragraph 17.0 addresses when a transaction fee may be charged for a transaction.

Travel Authorization - Document authorizing official Government travel. May also be referred to as Travel Order.

Travel Management Center (TMC) - A commercial travel firm under contract to U.S. Embassy

Baku that provides reservations, ticketing, and related travel management services for Federal travelers.

Travel Services - Transportation reservations, for all modes of transportation, issuance and delivery of tickets, itinerary and invoices, reservations for lodging and vehicle rental services;

and ancillary support related to travel.

User- Friendly - Ease of use geared towards those with a rudimentary or limited knowledge of computer systems and operations. The knowledge base includes how to log on and off the system, simple menu-based functions in a typical graphical user interface Windows-like environment, (for example, as point and click functions such as file, open, close), simple one-step commands, such as search, print and save.

3.0 CONTRACTOR REQUIREMENTS FOR PROVIDING OFFICIAL TRAVEL SERVICES

3.1 ESTABLISHMENT OF A TRAVELER’S AUTHORIZED ITINERARY

3.1.1 Upon receipt of a travel authorization, the contractor is responsible for determining a traveler’s authorized itinerary. The Contractor is not separately paid to establish the authorized itinerary since such work does not constitute a transaction under the terms of this contract. There is often a degree of subjectivity involved in the establishment of a traveler’s authorized itinerary, with an inherent tension between the principles of economy (lower cost) and efficiency (shorter or more convenient travel). The Contractor shall make authorized itinerary determinations that balance these principles in accordance with “reasonable person” and “prudent traveler” standards.

avel). The Contractor shall make authorized itinerary determinations that balance these principles in accordance with “reasonable person” and “prudent traveler” standards.

3.1.2 Any deviation from the authorized itinerary (other than a deviation in date that does not change the fare) constitutes a cost-construct. The value of the authorized itinerary determines the basis of any traveler-requested cost-construct. (Note: all indirect travel is cost-constructed, but not all cost-constructed travel is indirect.)

3.1.1.1 Should the traveler’s deviation from the authorized itinerary result in common carrier transportation costs in excess of the value of the authorized itinerary, the traveler is responsible for paying the difference prior to or simultaneous with the issuance of the ticket(s).

3.1.1.2 In cases when the value of the cost-constructed itinerary is less than the value of the authorized itinerary, savings accrue to the USG, not to the traveler or to the Contractor, and may not be used to offset any other expense, such as a Contractor-charged cost-construct service fee.

3.1.3 When a traveler disputes that the Contractor-established itinerary should constitute their authorized itinerary in accordance with USG travel regulations, the traveler may request a review by the GSO or Management Officer at the relevant post, who will either concur with the

Contractor’s determination or identify an alternate itinerary that constitutes the traveler’s authorized itinerary. The Transportation and Travel Management division in Washington, DC has the authority to make a final determination regarding the itinerary that constitutes a traveler’s authorized itinerary n regarding the itinerary that constitutes a traveler’s authorized itinerary

3.2 TRANSPORTATION

3.2.1 The Contractor shall comply with mandatory Government programs for air travel.

Except for the constraints of the “City Pair Program” noted below, and the Fly America Act, the

Contractor shall offer the lowest available fare that complies with the agency’s mission requirements and the Mission Travel Policy, as well as check for lower fare at time of final ticketing. If reservations made by the Contractor are not at the lowest available rate allowed by policy, the Contractor shall refund the agency the difference.

3.2.2. CITY PAIRS PROGRAM

3.2.2.1. GSA has awarded contracts to certain airlines for reduced air fares between numerous city/airport pairs. The use of the contract air service (e.g., 'YCA', '_CA') fare types is mandatory for official Government travel (which includes all travel funded by the Government), unless the

Government approves the use of non-contract fares under the exceptions specified in the FTR and 14 FAM 524.1. Note, use of the contract carrier offers a lower fare other than their YCA and

/or CA fares, the use of the lower fares is permissible if the fare types selected are with policy. In domestic markets only, in cases of separate contract awards between specific airports in cities, the traveler may use the airport that best meets their needs without further justification. U.S.

Government fares are loaded into every GDS as a passenger type. U.S. Government fares are not corporate fares. These contract fares may be obtained only by using a CBA, IBA or GTR as the form of payment for the ticket.

3.2.2.2. Promotional or other types of discount fares can be used on contract city/airport pair routes if they are offered by the contract carrier and are lower in cost than contract fares.

Contract fares shall not be used for any personal travel, including those instances where portions of personal travel are substituted for a leg of an officially authorized trip.

3.2.2.3. There are a limited number of non-contract fares (YDG or similar), restricted to official

Government travelers, which are obtainable only with a GTR, IBA, or CBA. Such fares can only be used when contract fares are not available or when offered by the contract carrier in that city/airport pair route at a lower cost than the contract fare. Valid FAM exceptions for pet travel are authorized.

3.2.2.4. When non-contract carriers offer restricted or unrestricted coach fares to the general public which are lower than the Government contract fares, the Contractor shall only use such lower fares on the application of exceptions contained in the current GSA Airline City-Pair

Program. GSA contracts annually for air passenger transportation services between designated city/airport pairs. Since the contract is awarded annually the contractor must check the most current contract found on the GDS or on the GSA Website.

3.2.2.5. Restricted fares which provide for a monetary penalty for itinerary changes or flight cancellations shall not be used without the written consent of Mission Management, such as being noted in the Mission Travel Policy. When restricted fares have been authorized, the

Contractor shall include a description of the applicable fare rules in the itinerary confirmation.

The contractor shall reference the Mission Travel Policy and other Post resources.

3.2.2.6. As a last resort, the Contractor shall provide lowest unrestricted fare if no reduced fares are available, as the U.S. Government must use the lowest unrestricted or lowest restricted fare within policy without regard to particular fare bucket (e.g., if a B class fare is available and unrestricted, a Y class fare cannot be booked).

3.2.2.7. The airlines provide OSI entries to turn off ticking time limits for U.S. Government fares. U.S. fares generally require ticking 48-72 hours in advance per the fare rules.

3.2.3 The Fly America Act generally precludes use of non-US flag carriers, except as provided in the FTR, Foreign Affairs Manual, and 14 FAM 583.

3.2.4. The Contractor shall provide the Government with the reservation and ticketing services which industry practice normally accords corporate or private travelers, to include new and improved reservation and ticketing technologies. These shall include a 24-hour, toll-free number available to travelers to perform emergency itinerary changes and emergency services outside regular business hours. The Contractor shall be responsible for ensuring that any subcontractor providing such emergency service complies with all conditions of the contract.

3.2.5. The Contractor may only issue premium class tickets for which the Government will have to pay an additional amount when the accompanying travel orders provide authority for that travel. This does not apply to situations in which frequent flyer benefits will be used to obtain the premium class tickets. Premium class tickets reports are required to be given to the GSO.

3.2.6. Back-to-back faring, issuing round trip tickets for one way travel or hidden city ticketing and additional commission mark ups on all fares are prohibited under this contract.

3.2.7. The Contractor shall provide the traveler with advanced seat availability when made available by a carrier at no charge.

3.2.8. The Contractor shall adjust for any change(s) in flight, train, schedules. Tickets and billings shall be modified or reissued to reflect these changes.

3.2.9. The Contractor shall adjust for any change(s) in flight, or train, schedules. Tickets and billings shall be modified or reissued to reflect these changes.

3.2.10. The Contractor shall make a timely effort to notify travelers of airport closings, canceled or delayed flights or trains. The Contractor shall promote the use of APP technologies such as CWTSateToGo, trip case, tripit etc. to provide real time flight and gate changes.

3.2.11 The Contractor’s air reservation system shall have the capacity to issue air tickets using any of the Government’s corporate or other discount rate codes.

3.1.12 The Contractor shall assist the travelers and liaise with the airlines for any change(s) in flight within the 24-hour period before departure time.

3.1.13 The Contractor shall maintain the ability to accept two forms of payment when executing cost construct travel.

3.5. RELATED SERVICES

3.5.1. Health Requirements. The Contractor shall provide travelers with advice on necessary health requirements, including types of inoculations and vaccinations whether required or suggested for foreign travel.

3.5.2. Local Conditions. The Contractor shall provide information and advice on conditions at the various foreign destinations, including climatic conditions, type of clothing which are appropriate or essential, national, and religious holidays, location of American embassies and consulates, etc.

3.5.3. Foreign Currency Information. The Contractor shall provide technical advice on such matters as foreign currency exchange rate and transactions, securing auto insurance in conjunction with foreign automobile rentals, excess baggage requirements and fees.

3.5.4. Visas. The Contractor shall assist travelers in obtaining visas for foreign travel. The

Contractor is required to provide at no cost to the Government, daily visa deliveries/pickups not to exceed five separate delivery/pick-up points per day. This includes pickup and delivery of passports and visas between the Embassy and other foreign embassies, or processing points located within the servicing city or area, on a daily or as needed basis.

3.5.5 Reserved

3.5.6. INFORMATION PAMPHLETS

3.5.6.1. The Contractor shall develop, print, and deliver to the Government, pamphlets listing procedures for traveler use of the services under this contract. These should be approximately pocket or letter size, about two pages long, and should provide Contractor phone numbers and other relevant information. The Contractor shall prepare as many pamphlets as required by the

Government, subject to approval by the COR, who shall review the pamphlet before it is printed and delivered in quantity to the Government. The Contractor shall maintain at its expense a sufficient supply of these pamphlets throughout the duration of the contract and furnish additional quantities after the initial quantity, when requested by the COR.

expense a sufficient supply of these pamphlets throughout the duration of the contract and furnish additional quantities after the initial quantity, when requested by the COR.

3.5.7. Special Fares/Packages - The Contractor shall advertise special fares/packages and tours in the Embassy weekly newsletter. The Contractor shall make arrangements for this advertisement with the COR.

3.6. Traveler's Itineraries - The Contractor shall provide to each traveler a complete, electronic itinerary document including, but not limited to the following:

• carrier(s) both marketing and operating;

• flight, or train, number(s);

• if applicable, annotate that the traveler refused the contract or lowest fare offered;

• departure and arrival time(s) for each segment of the trip;

• Seat Assignment whenever possible and if offered free of charge by the airline;

• Itemized statement of transaction fee;

• Ticket number for all tickets issued;

• Fare bucket booked for each flight (air travel only);

• local and toll-free numbers, (toll-free only if available in the country in which these services are provided) for both the servicing office and the after-hours emergency services location.

• a statement and a copy of the passenger receipt coupon of all charges associated with the transportation ticket, including the ticket number, price, fare basis code, any fare restrictions, fees charged and a description of those fees.

• Copy of the e-ticket receipt.

• If use of a non-contract carrier is authorized, the Contractor shall annotate one or more of the following reasons to show contract city-pair coverage and agency justification for non-use. The Contractor may use alpha or numeric codes for representation;

• Space or scheduled flights are not available in time to accomplish the purpose of travel, or use of contract service would require the traveler to incur unnecessary overnight lodging costs which would increase the total cost of the trip; or

• The Contractor's flight schedule is inconsistent with explicit policies of individual Federal departments and agencies, where applicable, to schedule travel during normal working hours; or

• A non-contract carrier offers a lower fare available to the general public, the use of which will result in a lower total trip cost to the Government, to include the combined costs of transportation, lodging, meals, and related expenses.

Note: This exception does not apply if the contract carrier(s) offers a comparable fare and has seats available at that fare, or if the lower fare offered by a non-contract carrier is restricted to Government and Military travelers on official business and may only be purchased with a GTR or Government contractor issued general charge card, such as, YDG, MDG, ODG, VDG and similar fares.

• chased with a GTR or Government contractor issued general charge card, such as, YDG, MDG, ODG, VDG and similar fares.

• Listing of ticket numbers for the complete itinerary with price of the ticket to include the TMC service fee being charged. The Itinerary Invoice is a system generated document provided by the GDS;

• If required by post, an official tax invoice;

• This document shall be presented in a manner that is not readily editable, such as an automated document generated by a GDS. Easily modifiable documents, such as MS

Word, are not acceptable.

3.7. TICKET DELIVERY

3.7.1. E-tickets shall routinely be provided in advance of travel unless the Government requests otherwise or if earlier ticketing is required by the airline. The Contractor shall deliver tickets only to employees designated by the Government. Specific request for posts and other tenant agency policies will de detailed in the TMC Standard Operating Procedures. The

Contractor shall provide e-ticket receipts with the Itinerary Invoice.

3.7.2. Travelers shall be provided an itinerary and confirmation number in advance of travel.

The Contractor shall issue tickets for authorized travel in advance of travel and must have received an approval travel authorization to do so. In addition, to the itinerary invoice, the

Contractor shall provide copies of all e-ticket receipts.

3.7.3 Tickets should include frequent flyer numbers if provided in advance by travelers. The

Contractor’s air reservation system should securely store and automatically add those numbers to issued tickets.

3.8. Management Reports and Deliverables - The Contractor shall provide the Government with management information reports. As a minimum, the Contractor shall develop the following reports which shall be delivered within the time frames set forth in Section 1, continuation of block 20, paragraph 10.0: All ticketing level data is to be available to the Embassy or

Department of State Travel and Transportation Management Division when requested.

3.8.1. QUARTERLY PROBLEMS AND SOLUTIONS REPORT – The Contractor shall provide a concise quarterly narrative of the Contractor's activities. This report shall identify problems and recommend solutions. The report shall include suggestions to enhance service, where appropriate. The Government encourages interim reports, as deemed necessary by the

Contractor;

3.8.2. QUARTERLY SALES ACTIVITY REPORT - The Contractor shall provide a concise quarterly narrative of the Contractor’s activities. This report shall identify problems and recommend solutions. The report shall include suggestions to enhance service, where appropriate. The Government encourages interim reports, as deemed necessary by the

Contractor.

3.8.3 Reserved

3.8.4 SALES ACTIVITY REPORT

3.8.4.1. The Contractor shall provide a summary of sales activity data upon request of the COR

3.8.4.2 MONTHLY TRANSACTION FEE REPORT

3.8.4.2.1. The Contractor shall provide a report based on the transaction fee schedule of the contract upon a request of the COR. This report shall list all transaction fees to be paid by the user agency. The fees shall be broken down by agency, and by type of transaction, following the line items in the pricing portion of this contract.

3.8.4.2.2. Upon request of the COR, the Contractor will provide BSP reports listing all official travel tickets paid by the TMC as cash or credit card pass through to the airlines.

3.8.4.3 MONTHLY UNUSED TICKET REPORT

3.8.4.3.1 The Contractor shall provide a monthly report of all unused tickets upon request of the

COR.

3.8.4.4 ANNUAL PREMIUM CLASS TRAVEL REPORT

3.8.4.4.1. The Contractor shall provide an annual report of all premium class tickets issued in the previous 12 months, excluding tickets upgraded by travelers at their own expense or with their own frequent flyer miles. The report shall show the comparable coach class ticket fare for each itinerary, for comparison purposes.

3.9. COMMUNICATIONS SYSTEM AND EMERGENCY SERVICES

3.9.1. The Contractor shall provide service, compatible with the Embassy’s standard workday.

Section 1, continuation of block 20, paragraph 13.0, below sets forth the normal working hours for Contractor personnel providing services under this contract. The Contractor shall provide web-based technologies and or mobile applications for ticket and travel management, or at a minimum dedicated 24-hour, toll-free telephone service available to the travels that will allow immediate access to a reservation agent to perform emergency itinerary changes and ticket issuance outside regular business hours.

3.9.2. The Contractor shall be responsible for ensuring that any subcontractor providing 24-hour emergency service complies with all conditions of the contract.

3.9.3. In the event of emergencies (e.g., Presidential-declared disasters, forest fires, evacuations, floods, hurricanes, etc.), the Contractor shall maintain operations necessary to support the Government under this contract. This includes operating the office 24 hours a day as required by the Government responding to the emergency/evacuation and providing necessary delivery of tickets.

3.9.4. Telephone - The Contractor shall answer at least 80 percent of calls within 20 seconds and provide a recorded message for those calls not answered in 20 seconds. The recorded message shall be in English and shall give the traveler at least two options:

• to hold or

• to leave a message for a call back.

The Contractor shall respond to all telephone return calls within one (1) hour. The Contractor shall respond to e-mail requests within one business day, unless travel is scheduled on a weekend, holiday, or business day subsequent to the day of the request.

3.9.5. Reserved

3.9.6. If the Contractor's reservation center is remote from the Embassy, the Contractor shall provide toll-free numbers for use by agencies’ employees to make reservations during the

Embassy’s regular hours of operations. Remote is defined as areas where agencies would have to make long-distance calls to reach the Contractor.

3.9.7. Emergencies - The Contractor shall continue to provide services during emergencies or contingencies. In connection with evacuations or large-scale air movements of noncombatants, refugees or troops, the Contractor shall establish temporary office or expand existing services, as appropriate, to expedite travel (such as, Noncombatant Evacuation Operation missions). The

Government will provide its own facilities during emergencies, as required.

3.9.8.1. The Contractor shall be able and willing to accept major credit cards, including VISA, MasterCard, and American Express, for payment of travel services, transaction fees, and common carrier tickets. The Airline for official travel must be the merchant for CBA charges.

3.9.8.2. The Contractor shall be able and willing to accept an EFT for payment of transaction fees.

3.9.8.3. Government Travel Request (GTR) – The Contractor shall be able and willing to accept a GTR for invoicing/payment of common carrier transportation tickets.

3.9.8.4. The Contractor shall not apply any sort of payment processing surcharge or supplement when either a traveler or the Government elects to use any of the three forms of payment mentioned in this section.

3.10. Media - In addition to the required reports, the Contractor shall produce, within reasonable parameters, other management reports in formats and media requested from time to time by the Contracting Officer. To compile such reports, Contractor's back-office computer shall be capable of collecting all data from reservation and ticketing records in the format requested. The Contractor shall also have the capability to capture data for reports when the

GDS is not operating and for airlines that do not subscribe to a GDS.

3.11. Project Management - The Contractor shall provide reservation agents, personnel and equipment necessary to assure that the highest quality of service is provided. The Contractor shall have the capability to make reservations and provide tickets at its servicing office(s) when its Centralized Reservation System (CRS) is not operating and when reservations cannot be made on an airline through a CRS.

3.12 eTravel SERVICE (eTS)

3.12.1. The eTravel initiative provides a web-based, end-to-end travel management service for use by all civilian Executive Branch departments and agencies of the Federal Government. The vendor currently supporting eTravel for the Department of State is CWT Sato Travel. Use of the eTravel Service (eTS) by Executive Branch agencies is established by policy and regulation. The eTravel Program Management Office ensure compliance with the policies, regulations, and use of the common Government-wide eTS.

3.12.2. eTravel Service Requirements – In support of eTS if the Contractor is offering an online booking tool, the Contractor shall ensure that services provided under this contract complement and support the eTravel Service (eTS) and its objectives in an efficient and cost-effective manner.

3.12.2.1. Work and exchange data with the eTS provider under contract with the Government.

This may include interfacing/integrating with the eTS provider by providing contact information, telephone numbers, file formats/sample PNRs, open branch access/pseudo city codes;

participating in subcontractor/teaming agreements; participating in training and/or meetings;

non-disclosure agreements; synchronization and security requirements; etc. Unless otherwise mutually agreed to between the Contractor and the eTS provider, ownership of the PNR shall reside with the ticketing entity. Each eTS contractor’s standards for accommodating non-eTS travel agent service providers is provided at Attachment 1.

3.12.2.2. The Contractor must state its understanding that its services, products and processes offered must complement the eTravel Service (eTS) for all civilian agencies using the eTS. If the Contractor is offering an online booking tool in conjunction with its offered services, it must state its understanding that such a booking tool may only be offered to those agencies not participating in the eTS (in full or in part) and/or to those agencies not subject to the Federal

Travel Regulation.

4.0. Contractor Priority - The Government's official travel requirements shall be accorded the highest priority. The Contractor must ensure that non-Governmental travel considerations do not delay, impede, or frustrate the Contractor's timely effective processing of official Government travel.

5.0 FURNISHING OF EQUIPMENT/PROPERTY

5.1. The Contractor shall provide all necessary office equipment, furnishings, supplies, tariffs, major automated reservation and ticketing equipment, accounting software, computer systems, communication services, including facsimile capability, and related items necessary to conduct its operation to fulfill the contract requirements unless otherwise specified in Section 1, Attachment 3 as being furnished by the Government. The Contractor shall use automated reservation equipment, with the capacity to display all available fares, generate automated travel itineraries, issue advance boarding passes, and print tickets automatically.

6.0 Reserved

7.0 MINIMUM PERSONNEL REQUIREMENTS

All Contractor personnel providing services under this contract shall be fluent in English as well as the local language and meet the following requirements. See also paragraph 20.0 below, “Key

Personnel”, for requirements regarding Key Personnel.

7.1. Contractor's Project Manager – The Contractor shall provide a Project Manager who shall be responsible for the administration, supervision, and coordination of its Government operations.

The Project Manager shall have experience in the management of travel services and shall have adequate authority to make decisions for the timely resolution of problems. The Project

Manager shall coordinate closely with the COR.

7.2. Site Manager(s) - At each site, the Contractor shall provide a Site Manager who is experienced in operating automated reservation and ticketing equipment to arrange transportation via all modes, lodging, and vehicle rentals. The Site Manager shall have supervisory experience with travel accounts and be experienced in operating the automated reservation and ticketing systems proposed for this account.

7.3. Travel Counselors/Reservationists - The Contractor shall provide full-time travel counselors/reservationists. The Travel Counselors/Reservationists shall have been trained in operating the proposed automated reservation and ticketing equipment. The Contractor shall provide qualified substitute personnel for absent permanent employees, when service levels are negatively impacted, as determined by the Government.

7.4. Other Personnel - The Contractor shall provide whatever other personnel are necessary to comply with the requirements of this contract.

7.5 Other Considerations – All Contractor personnel who provide services under this contract shall be acceptable to the Government in terms of personal conduct. Employment and staffing difficulties shall not be justification for failure to meet established schedules.

8.0 CONTRACTOR’S QUALITY CONTROL PLAN

8.1. General. The Contractor shall maintain procedures to continually monitor the quality of travel services, with the goal of providing and maintaining the highest level of customer service/satisfaction. These procedures shall ensure compliance with communication requirements, Section 1, continuation of block 20, paragraph 3.10 and include:

• an internal method for monitoring, identifying and correcting deficiencies in the quality of service furnished the Government and

• Quality Service survey form that addresses travel services to be…