User Guide for Travel Services
Contents
Welcome to our World
Contacts
The location
Out of hours emergency contact worldwide
Services
The key to achieving lower fares
Cancellations and refunds guide
Ticket delivery
Ordering methods and invoicing
Online bookings
Welcome to our World
Welcome to the AngliaRuskinUniversity User Guide for Travel Services. We are delighted to be appointed as your Business Travel Service provider, and we look forward to working with you and delivering a high quality and cost-effective service to AngliaRuskinUniversity.
Everything we do is aimed at enhancing the overall experience of the business traveller, the travel buyer and the travel organiser. Clearly, you want to have total confidence in your travel management supplier; we are equally confident that we willdeliverthe service, quality and value you demand. We do this by providinga fully comprehensive service, together with measurable value for money through our cost-effective travel solutions, and by delivering all of this in a timely, open and trustworthy manner.
More than 20 Universities and Colleges have chosen to partner with us, and we trust that these extensive partnerships and our significant experience with HEIs across the UK will give you confidence that we are fully qualified to deliver a best-in-class service.
We are innovative and progressive, and offer you the personal attention of our very knowledgeable and totally professional staff.
You can have confidence in us. We look forward to the opportunity to demonstrate our skills and expertise to you, and to delivering unmatched levels of service, quality and value to the University.
Contacts
Bookings and enquiries
Please contact your dedicated team of experienced Business Travel Consultants; they will be pleased to assist you with any aspect of your enquiry or booking.
Telephone: 0845 266 9270
Email:
Mark Easthope Branch Manager
Clare DelafeldAssistant Manager
Zoe BarnardSenior Business Travel Consultant
Martin Gypps Senior Business Travel Consultant
Justine Atkins Hotel/Rail & Conferencing Supervisor
Emma Gibbins Senior Business Travel Consultant
Kim Kaur Hotel/Rail & Conferencing Consultant
Dawn Clark Rail Consultant
Frank Needham Rail Consultant
Jo ShortenAdministration
Account Management
Tony Hart
Account Manager
Mobile: 07740 958117
Matt Carter
Account Manager
Mobile: 07841 076838
The location
Co-operative Travel Management10 Drake Mews
Crownhill
Milton Keynes
Bucks MK8 0ER / Telephone: 0845 266 9270
Fax: 01908 560690
Email:
Website: www. co-operativetm.co.uk
Out of hours emergencycontact worldwide
From the UK: 0870 1602141
From North America: 3607562941
From all other destinations: +44 8701602141
Services
Rail
UKrail and London Underground tickets, and European rail tickets.
Hotel reservations
Local, UK and Worldwide. Choice of payment on departure or invoiced to AngliaRuskinUniversity.
Flights
UK and Worldwide air travel including scheduled and ‘No Frills’ airlines. Access to published, consolidated and our specially negotiated lower fares
Ferries
UK and European ferry bookings
Conferences
Local, UK and Worldwide. From initial venue sourcing to organising the entire package
Airport transfers
Ground transportation and transfers UK and Worldwide
Passport and visa services
Worldwide visa advice, information and fulfilment service, together with UK passport service
24-hour helpline worldwide
Our office hours are Monday to Friday 09.00 -17.30. Outside of these hours, we provideemergency worldwide assistance 365 days a year on:0870 1602141
Travellers’ cheques/foreign currency
Available next day for orders placed by 12.00 noon
Airport representation
Meet and greet service is available at most UK airports
Airport parking
Parking on and off site at all UK airports
Web based information
Visit for up to date travel news, health, visa and passport information, timetables and other useful business travel links
The key to achieving lower fares
Rail travel
Making Savings with fixed and split ticketing
Generally, the further in advance bookings are made, the more opportunity there is to make savings. The cheaper tickets are quota controlled and so once the allocation has been used, those fares are no longer available.
Often buying two single tickets rather than a standard open return fare, even when traveling at peak times, offers an opportunity for making savings. An example of this is:
Southampton-London
The Standard Open Return fare is £133.00. By choosing a single fixed outbound ticket, combined with a single flexible ticket on the return journey the cost can be reduced to £113.00* making a saving of £20.00. Even greater savings can be achieved by using single fixed tickets on both journeys … reducing the cost to£67.00. For travel off peak, return fares start from as little as £41.00
* Fares are correct as at 29.05.2008 and are based on arrival into London before 09.30 and leaving after 16.00. All fares are subject to availability.
Hotel reservations
We have negotiated corporate rates with major hotel chains in the UK and worldwide and also have access to Government rates. Each time we make a hotel reservation we do a cost comparison with all of the available rates so you can be sure that we will offer you the lowest rate on the day.
Flights
When looking at flight enquiries, we compare all scheduled and No Frills carriers, taking into consideration flights from alternative airports where appropriate and advising travellers of the lowest fare options and the terms and conditions of the tickets. The further in advance bookings are made, the more opportunity there is to make savings.
For further information or guidance on how to make savings, our team of Business Travel Consultants will be pleased to help you. Please contact us on:0845 266 9270
Cancellations and refunds guide
Rail
In general, rail tickets can be submitted for refund up to one calendar month after the expiry date of the ticket. After this time, no refunds are permitted. The fare is refunded less the rail operator charge plus £10 per ticket administration fee. In some cases, such as ‘Advance Purchase’ and special discounted fares, refunds are not permitted. If you are in doubt as to whether your ticket is refundable, please contact us for advice.
Rail tickets can only be refunded once we have received all relevant ticket coupons. Unfortunately, lost tickets cannot be refunded.
Air
The cancellation and refund conditions will vary depending on the fare booked. As a general rule, the lower the fare the more restrictive the refund conditions, with most fares being non-refundable in the event of cancellation. If you need to cancel a flight reservation, please contact us for advice on what refund, if any, would be available. Most airlines will allow a change of date and/or time upon payment of a fee; however, this must be requested and processed by no later than the day before departure of the booked flight. Again, please contact us for advice regarding your reservation. A £10.00 administration fee is charged for all cancellations, refunds, revalidations and amendments.
Hotel
All hotels impose a cancellation deadline on their reservations. This will be advised to you on your written reservation confirmation. Cancellations before this deadline are usually free of charge. No cancellations or refunds are permitted within the deadline. If you need to cancel a hotel reservation, please advise us as soon as possible.
Ticket delivery
Air tickets will in the majority of cases be issued electronically. You will receive an e-mail confirming your reservation. No ticket is required. You will, however, need to have with you some form of photographic identification even for flights within the UK. A passport or photo driving license will suffice. When travelling internationally, the only form of identification accepted is a valid passport.
Rail tickets can be posted to your preferred address by either first class post (no charge) or by courier for guaranteed delivery on the next working day (£5.00 applies). Please remember that rail tickets have a cash value and if lost can not be replaced or refunded. We therefore recommend rail tickets be sent by courier as this includes insurance against loss in transit. Tickets sent by first class post cannot be insured. Therefore, should they be lost in transit no refunds are available and it would be necessary to order and pay for replacements.
Where a rail ticket is required for travel on the same or next day, and there is no time to have a ticket sent by post or guaranteed next day delivery, we are often able to book a ticket and arrange for collection by the traveller from the station. This facility is only available from mainline stations. There is a charge for this service of £10.00 per ticket.
Ordering methods and invoicing
It is AngliaRuskinUniversity’s policy that purchase order numbers are mandatory, therefore bookings will only be confirmed when a purchase order number is received. Enquiries and bookings can be made by phone, fax, email or online; whichever method best suits the needs of individual bookers.
In line with University policy, all bookings will be charged to the University purchasing card.
Online bookings
For travellers and bookers wishing to make their bookings on line, they can do so through our Evolvi and E-travel systems. Our online booking systems allow you to take control where you want to and make your own bookings; they are easy to use and show live availability. The systems display of multiple fares for a single itinerary, whether the traveller or booker makes a 'Search by schedule' or a 'Search by fare'. Both return fares and one-way fares can be displayed, making it easier for the traveller to select the best combination of flights or rail journeys that will meet their needs.
We offer full training on both systems. For more information, or training please contact your Account Manager.
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