19VM3026Q0014 - Travel Management Services - QA.pdf

Embassy of the United States of America

Hanoi, Vietnam – Contracting Unit

19VM3026Q0014 – TRAVEL MANAGEMENT SERVICES

QUESTIONS AND ANSWERS

April 28, 2026

No Questions Answers

Is there any incumbent/recompete or this is a brand-new project?

If yes, could you please provide us with their award number or even if the customer bought similar services in the past.

This is not a new project. We currently have an existing contract

(Contract #19VM3022D0005) with Blue Sky Travel Company Ltd for similar services. The services required under this solicitation are similar to those provided under the current contract.

2 What are the required types of insurance? Please refer to Section 1 – The Schedule.

3 What are the minimum coverage limits (per occurrence and aggregate)?

Please refer to Q&A #2.

4 Is subcontracting permitted under this requirement? Yes.

5 Is there a current contractor supporting this requirement? Please refer to Q&A #1.

6 What is the approximate contract value?

The contract maximum for base and all option years is 10,300 transactions.

7 Could you kindly confirm the estimated average monthly transaction volume for planning and staffing purposes?

Please refer to Section 4, paragraph 3.0 (Solicitation page 68 of 94) for further details.

8 Are there any peak periods or seasonal fluctuations the

Contractor should anticipate?

No, there is no defined peak period. Travel requirements are driven by the plans and projects of each section or agency, so demand may vary from month to month or year to year.

9 Is there a minimum number of personnel required per site (Hanoi and Ho Chi Minh City)?

One staff member minimum per site.

10 Would the Government consider hybrid models (on-site + off-site support), or is full-time on-site presence mandatory?

Full-time on-site presence during business hours of at least one staff is required. Additional or after-hours support may be remote or hybrid.

Are there any specific data security or system integration requirements with Government platforms? As the quoter is currently using GDS system (Galileo, Abacus,Amadues), if there is any requirements for data security we will need to work with

GDS to install more.

The Contractor’s employees are required to attend a security briefing covering Embassy security protocols and the protection of sensitive traveler information. However, there is currently no specific requirement to integrate security features into the GDS system.

Is subcontracting or forming consortium/joint arrangements permitted under this RFQ?

If so, are there any limitations or documentation requirements for such arrangements?

Please refer to Section 2 – Contract Clauses and Section 3 –

Solicitation Provisions for detailed guidance.

Could you provide further details on key performance indicators

(KPIs) or service level expectations (e.g., response time, ticketing turnaround, customer satisfaction benchmarks)?

Please refer to Section 1 – The Schedule, paragraph 28 and section

8.0 Contractor’s quality control plan.

14 Is there an expected transition period or overlap with the incumbent contractor?

Please refer to Section 1, paragraph 9.0 (Solicitation page 27-28 of

94) for further details

15 Could you kindly confirm whether there is an incumbent contractor currently providing these services?

Please refer to Q&A #1.

To support accurate pricing and resource planning, would the

Government be able to share any indicative annual transaction volume or historical usage data (if available)?

Please refer to Section 4, paragraph 3.0 (Solicitation page 68 of 94) for further details.

Could you kindly advise the estimated transaction volume breakdown between Hanoi and Ho Chi Minh City, in addition to the overall figures provided?

We work on the total number of transactions across both locations.

Could you clarify the expected staffing scale at each site, particularly the number of travel counselors required in Hanoi and Ho Chi Minh City?

(See Section 1, Minimum Personnel Requirements – 7.2 and 7.3.) We require that each site have at least one Site Manager. Regarding travel counselors/reservationists, the contractor shall assign personnel as needed to meet contract requirements.

19 For the required 24/7 emergency support, could you advise on the typical after-hours usage pattern or estimated volume?

Working hours are from 08:00 AM to 05:00 PM, Monday through

Friday. Any time outside of these hours is considered after-hours.

Emergencies, by nature, cannot be anticipated.

Could you provide further details on the expected transition duration and whether the incumbent contractor will provide structured handover support?

See Section 1 - 9.0 Transition requirement and continuity of services.

Should the quotation price be submitted in USD or VND? If both currencies are accepted, which Embassy exchange rate and effective date will be used for evaluation purposes?

Quotation should be in Vietnam Dong for vendors registered in

Vietnam, and in US Dollar for vendors from overseas. The exchange rate applied will be the rate in effect on the date of award determination.

Which specific contract components are subject to VAT: (a) transaction fees only; (b) airfare; (c) hotel and car rental; or (d) all of the above? Does the Embassy/Consulate General benefit from any VAT exemption under international agreements for any portion?

VAT applies to the transaction fee for this contract, without VAT exemption.

Please refer to Section 1, continuation of block 23, paragraph 2.3

(Solicitation page 6-7 of 94) for further details.

When an airline initiates an involuntary schedule change requiring ticket reissuance, who bears the reissuance transaction fee — the Government or the traveler? (§17.2.4 waives fees only for contractor errors; §17.2.3 applies only to traveler-requested changes — airline-initiated changes are not addressed.)

When an airline initiates an involuntary schedule change that requires ticket reissuance, the reissuance transaction fee is typically borne by the airline, not the traveler or the contracting entity.

Which GDS is the incumbent TMC currently using? On which platform are existing PNRs, passenger profiles, and frequent flyer data stored? Who is responsible for the cost of migrating data to the new contractor's GDS?

The incumbent TMC is currently operating on the Amadeus and

Abacus GDS platforms. The Department of State travel contract requires the incumbent to provide the successor Contractor with copies of all agency profiles and all Government traveler sub-profiles as well as all Government travel preference profile cards currently in its possession—see Solicitation section 9.2 (page 27).

Is the CWT Sato 'Get There' OBT currently operational? Is the new contractor required to integrate with or maintain this specific OBT, or is the contractor permitted to deploy an alternative OBT solution?

CWT OBT is not currently applicable in Vietnam.

Is the '80% of calls answered within 20 seconds' standard measured as a combined metric across both Hanoi and HCMC, or separately for each location? What is the reporting frequency and format for this KPI?

The “80% of calls answered within 20 seconds” standard is measured as a combined KPI across both Hanoi and HCMC, rather than separately by location.

When airlines charge a fee for advance seat selection, is this cost paid directly by the traveler to the airline, or processed through the CBA/IBA account? Is the contractor permitted to pay this fee on behalf of the traveler?

Seat selection fees are a category of reimbursable expense per

Department of State travel policy. If travelers are approved for this expense, they will need to coordinate directly with the airline to obtain a receipt or invoice for reimbursement.

What is the approximate floor area of the TMC office space provided at the Embassy Hanoi and Consulate General HCMC?

Is high-speed internet, backup power, and air-conditioning infrastructure already in place, or must the contractor provide these at its own expense?

The typical workspace for contractor cubicle is about 5 square meters. Our office already has high-speed internet, backup power, and air conditioning in place.

What is the minimum number of Travel

Counselors/Reservationists required at each location (Hanoi and

HCMC)? Are there mandatory certification requirements such as

GDS certification (e.g., Sabre/Amadeus), IATA certification, or a minimum number of years of experience?

See section 1 – 7.0 Minimum personnel requirements.

What is the average processing time for the contractor employee background verification and approval process? During the pending approval period, may proposed employees begin work under supervision, or must they wait until full approval is granted?

The security clearance timeline largely depends on the completeness and quality of the submitted documents; in some cases, it can take months. However, during the pending period, contractor employees may still begin work under supervision.

What is the maximum service fee the contractor may charge a traveler for processing a personal deviation from the authorized itinerary? Does this fee schedule require prior COR approval before being posted and applied?

The service fee for personal deviations from the official itinerary should be transparent, consistent, and price reasonable.

For routes to/from Vietnam, which Fly America Act exceptions are routinely approved by the Mission (e.g., Open Skies agreements, absence of US flag carrier service)? Can the

Detailed guidance will be provided to the selected contractor at a later stage. At this solicitation preparation phase, this level of information is not required and can be addressed during contract implementation.

Mission provide a list of commonly approved exceptions to enable the contractor to program automated compliance checks?

When the Government requires the contractor to establish a 24/7 emergency operations center during a NEO or large-scale evacuation, under what reimbursement mechanism will additional personnel and equipment costs beyond the contract scope be compensated (Time & Materials, pre-agreed unit rates, or other)?

The contractor shall furnish all direct and indirect costs, insurance, overhead, general administrative expense, travel expenses and profit to accomplish all services as required in the contract.

When the Embassy requests contractor assistance for emergency repatriation of U.S. citizens, is this service treated as a standard transaction (transaction fee applies) or provided at no charge?

Who bears the cost of the transportation ticket — the

Government or the individual citizen?

Cases where the contractor can be called upon to assist with travel arrangements for U.S. citizens returning to the United States include both government-funded and personally funded travel. The contractor should refer questions about funding and fees in these cases to the

Contracting Officer and/or the Contracting Officer’s Representative.

What are the minimum coverage limits and geographic scope requirements for the Health and Accident Insurance that the contractor is to arrange for local employee staff traveling abroad on official business?

This requirement is based on popular coverage available in the local market, separate from the TMC fee.

How many active CBA accounts currently exist at the Mission and what is the total combined credit limit in USD? What is the process and authority for requesting a CBA credit limit increase when approaching the threshold?

CBA is not applicable in Mission Vietnam yet.

What billing cycle (weekly, bi-monthly, or monthly) is currently applied for GTR-using agencies at the Mission? What invoice format is accepted — hard copy, PDF via email, or electronic portal submission?

Please refer to Section 1, continuation of block 20, paragraph 15.5.4

(Solicitation page 3334 of 94) for further details of billing cycle.

The invoice should be in pdf format and submitted to our Financial

Management Center by email.

For non-refundable tickets where travel is cancelled, what is the procedure for handling the residual credit or travel voucher? Is this credit applied back to the CBA account or tracked separately within the contractor's internal system?

The contractor is required to review fare rules and conditions before ticket issuance. Refunds in the form of vouchers are not permitted for use at the Embassy. Any monetary refunds will be reconciled in the end-of-period statement.

Which TMC is the current incumbent and when does the existing contract expire? What is the estimated volume of active PNRs and passenger profiles to be transferred? On which GDS is this

Current TMC: Blue Sky Travel Company Ltd. Existing contract expires on Sep 30, 2026. The estimated volume of PNRs and passenger profiles is expected to exceed 700. Bluesky’s GDS data currently stored, and what export formats are supported for the handover?

platform is Amadeus and Abacus. The export formats will be determined later during the transition stage.

In the event that licensing procedures from Vietnamese authorities or the employee security clearance process is delayed due to circumstances beyond the contractor's control, can the 30-day preparation period be extended? What is the formal process for requesting such an extension?

Extension is not applicable for business licensing. For employee security clearance process, please refer to Q&A #30.

What are the minimum required Comprehensive General

Liability insurance limits (per occurrence and annual aggregate) in USD? Must the insurance be issued by a locally licensed insurer in Vietnam, or is internationally issued coverage acceptable?

Contractor should provide its current company insurance policy/document.

What form of employee bonding is acceptable under Vietnamese law and per the Government's requirements? What is the minimum bonding amount required? Must the bond be issued by a credit institution incorporated in Vietnam?

Contractor should provide current bonding document.

Does the 'no more than 1 customer complaint per month' standard apply at the agency level or the individual traveler level? If the same traveler files multiple complaints about the same issue within a month, is this counted as one complaint or multiple separate complaints?

The standard is assessed per traveler per trip. If the same traveler submits similar complaints related to different trips, each complaint is counted separately for each trip.

44 Could you please share the name of the previous contract holder?

The vendor for current contract is Blue Sky Travel

45 What was the prior contract’s total value, including any option periods if applicable?

The total amount of the current contract is VND18,774,250,000 for

01 base year and 04 option years.

46 Is there a maximum budget or funding ceiling allocated for this requirement?

We will award to the lowest priced, technically acceptable offer. We therefore encourage potential bidders to propose their best pricing for items that fully meet the requirements stated in the solicitation.

47 Will the incumbent contractor be required to support transition activities, and if so, for how long?

See question 20

Should offerors assume a specific VAT rate for pricing purposes, and should VAT be applied only to the transaction fee or to any other CLINs as well?

Please refer to Section 1, continuation of block 23, paragraph 2.3

(Solicitation page 6-7 of 94) for further details

Can you confirm whether the Government expects one Site

Manager and full-time travel counselors at each location, or whether a shared staffing model is acceptable?

We require on-site personnel at each location.

50 Are subcontractors permitted for on-site service delivery, and are there any restrictions on using one subcontractor per site?

Subcontracting is permitted, provided the contractor remains fully responsible for ensuring that any subcontractor complies with all terms and conditions of the contract.

Will the Government accept separate pricing schedules for

Hanoi and Ho Chi Minh City, or should offerors submit one consolidated pricing table?

Pricing should be uniform for Hanoi and Ho Chi Minh City.

Could you please kindly advise whether teaming arrangements with a specialized ticketing partner are acceptable under this solicitation?

Please refer to Q&A #4.

Could you please clarify how the transaction fee is defined and calculated? It would be greatly appreciated if you could provide a sample scenario for illustration.

Please refer to Section 1, continuation of block 23, paragraph 2.1

(Solicitation page 6 of 94) for further details.

Could you kindly advise on the payment procedures, including the standard timeline for invoice review and settlement of service fees?

Please refer to Section 2, FAR 652.232-70 (Solicitation page 59-60 of 94) for details of Payment Schedule and Invoice Submission.

The payment will be settled within 30 days after receiving of invoice.

From the receipt of a travel request to execution, what is the expected processing timeframe for a typical booking or service request?

See section 1 – 3.7.2 Ticket delivery “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 3.9.4. Communications system and emergency services:

“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.”

Could you please confirm the applicable payment mechanism

(e.g., prepaid, postpaid, per transaction, or monthly billing cycle)?

Please refer to Section 1, continuation of block 20, paragraph 15.0

(Solicitation page 32-34 of 94) for further details.

We attempted to follow the SAM registration instructions using the provided link

(https://www.youtube.com/watch?v=0uv1YNAsINk); however, we encountered technical difficulties. We would be grateful if you could kindly share an updated or alternative guidance resource.

Please access the following link to see the instructions to get a

Unique Entity ID in SAM.gov https://www.youtube.com/watch?v=4RSHjczdxq8

You can find more information in our SAM Registration Guidance attached in the Solicitation #19VM3026Q0014

Sincerely, Stephen Hurley

Contracting Officer https://gcc02.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.youtube.com%2Fwatch%3Fv%3D4RSHjczdxq8&data=05%7C02%7CPhamHT%40state.gov%7Ca035afb175924f7ab92e08de9f8814ba%7C66cf50745afe48d1a691a12b2121f44b%7C0%7C0%7C639123603996508031%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=oku%2BO6Vh0YLubhmr51vB980cYp8sA4NVnlANOyM7Vxg%3D&reserved=0