CONTENTS
INTRODUCTION TO CARLSON WAGONLIT TRAVEL
SECTION 1
TRAVEL SERVICES 1.1 Air ticket information
1.2 E-ticket information
1.3 UK rail travel
1.4 European rail travel
1.5 Hotels
1.6 Car hire
1.7 Ferry/Eurotunnel
SECTION 2
BOOKING PROCEDURES 2.1 Traveller profile forms
2.2 To check flight availability & timings
2.2a To make an airline reservation
2.2b To re-confirm a flight
2.3 To make a UK rail booking
2.4 To make a European rail booking
2.5 To make an hotel reservation
2.6 To make a car hire booking
2.7 To make a ferry booking
2.8 To make a Eurotunnel booking
SECTION 3
CANCELLATIONS, REFUNDS
AND CHANGE OF ITINERARY 3.1a To cancel an airline ticket before ticket issue
3.1b To cancel an airline ticket after ticket issue
3.2 To cancel a UK rail ticket
3.3 To cancel a European rail ticket
3.4 To cancel an hotel reservation
3.5 To cancel a car hire booking
3.6 To cancel a ferry/Eurotunnel booking
SECTION 4
OTHER SERVICES 4.1 24 Hour Emergency Assistance
4.2 Travellers cheques and foreign currency
4.3 Passport & visa services
4.4 Ticket delivery
4.5 Airport services
4.6 Car parking
4.7 International representation
SECTION 5
APPENDIX CWT Connect Magazine
Introduction to
CARLSON WAGONLIT TRAVEL
This guide is designed to introduce and explain the full range of products available from Carlson Wagonlit Travel and to provide you with the information needed to make the very best use of our services.
We are aware that special requirements will arise from time to time, but rest assured, Carlson Wagonlit Travel is equipped to deal with both the routine and the unexpected, our objective is to make each and every business trip a success.
SECTION 1
TRAVEL SERVICES
1 . 1 A i r t i c k e t I n f o r ma t i o n
Carlson Wagonlit Travel prides itself in the ability to offer a quality service whilst maximising savings for all our customers. Knowledge of fares and fare construction by consultants is an area that is critical to our business and therefore travel consultants are fully trained in the use of consolidated fares and creative ticketing.
Full fares offer maximum flexibility, permit changes and cancellations without incurring a charge. Full fares are available in all classes of travel.
Discounted Economy fares (e.g. excursion, eurobudget, apex and pex) involve some restrictions - a minimum and/or maximum stay, advance payment/booking and charges for changes/cancellations.
§ First/Business class
Available on most intercontinental routes. First class is generally not available within Europe. First class tickets and normal Business class tickets are fully flexible and non-restrictive. There are also restricted Business class fares available on some routes at discounted prices.
§ Economy class
Available on all airline routes worldwide. These tickets are fully flexible and non-restrictive.
§ Excursion
No advance booking required, available for travel in Economy class to selected destinations. However, minimum/maximum stay requirements apply. Generally, no cancellation/amendment charges apply.
§ Eurobudget
Available for travel in Economy class to most European destinations. Once booked, the ticket cannot be changed unless upgraded to Business class and the difference in fare paid. Tickets are valid for one year and have no minimum stay requirements. Cancellation charges apply even if the fares have been upgraded.
§ Apex
Available for travel in Economy class to most destinations. A limited number of seats are available requiring an advance booking period and maximum/minimum stay. Changes are possible upon payment of an additional fee. Cancellation fee applies in most cases.
§ Pex
Available for travel in Economy class to most European destinations. A limited number of seats are available. Travel must include a Saturday night stay. Cancellation charges may apply.
§ Special Air Fares (consolidated)
Specially negotiated air fares are available on selected airlines offering discounts of up to 50% on flights to destinations worldwide. Carlson Wagonlit Travel’s own negotiated air fares database has in excess of 700,000 fares.
§ Private Charters
Executive jets, air taxis and helicopters are available for private charter. These allow much greater flexibility as flight routings and departure times can be planned to meet specific requirements.
1 . 2 E-ticket I n f o r ma t i o n
A number of airlines have introduced e-tickets (electronic tickets) to replace traditional paper and card tickets on selected routes. The e-ticket contains the same information as a paper ticket, but is stored as an electronic record in the airlines reservation system.
What does E-ticket offer the passenger?
The main advantage of e-ticket is that it eliminates the need for travellers to ossess a paper ticket when travelling on 'e-ticketable' routes. It also llows travellers to make or change a booking up to 30 minutes before the inimum check-in time for the flight.
How does a traveller check-in with an e-ticket?
Travellers can check-in at a conventional check-in desk on presentation of a suitable form of ID or where available, collect their boarding pass directly from a self-service machine inserting a credit card, Executive Card or e-tick-et Access Card into the self-service machine.
1 . 3 UK Rail Travel
Your Carlson Wagonlit Travel office can provide all UK rail tickets and seat/sleeper reservations. The many different train operating companies offer a wide range of rail ticket types and services to the business traveller. These vary between different train companies and routes. As a guide, the following are generally available:
The Executive ticket
Probably the most useful and convenient product for the business traveller, as it provides a package of benefits for only a small supplement on top of the normal First class return fare. The package can include First class return travel, outward and return seat reservations, zone one London Underground tickets and free car park vouchers for travel originating outside London. Local conditions may affect the package available.
First Class
The single and open return tickets give complete freedom, enabling the traveller to choose the time of travel. Seat reservations for First class passengers are complimentary.
Standard
Available in specially reserved carriages on selected trains, usually on the busier business routes. Standard class travel sometimes provides additional benefits when paying the full standard fare including: free seat reservations, a complimentary light breakfast on morning trains and an at-seat service of snacks.
Off Peak Savers and Advance Purchase fares
In general, these tickets cannot be used prior to 9.30am on weekdays. Please consult your local Carlson Wagonlit Travel office for further details as a variety of restrictions apply to these fares.
1 . 4 European Rail Travel
Our Continental Rail department can supply tickets and advice on itineraries for most European journeys. Contact your Carlson Wagonlit Travel office for further information.
Eurostar to Paris and Brussels
Eurostar operates high-speed passenger rail services from London Waterloo International and Ashford, Kent to Lille, Paris (Gare du Nord) and Brussels (Midi). Connecting UK rail services to/from Waterloo are also available from selected cities in Northern England and Scotland. Eurostar services operate in a similar way as international air travel, check-in closes 20 minutes before departure, and there are security and immigration checks.
First class
First class travellers receive an at-seat meal service and complimentary drinks included within the ticket price. Special dietary requirements are available by pre-booking. All passengers are pre-seated in either smoking or non-smoking carriages. A First class lounge is available.
Standard class
A selection of sandwiches, snacks and beverages are available throughout the journey. All passengers have pre-reserved seats.
Fare types
Range of fares available covering both First and Standard class travel:
Ø Fully flexible tickets that are fully refundable
Ø Advance purchase - restrictions apply
Ø Special fares - restrictions apply
Ø Group fares - subject to minimum numbers
1 . 5 Hotels
Carlson Wagonlit Travel is able to book hotels for both UK and overseas visits. Our programme offers exclusive negotiated rates and value added amenities at more than 11,000 hotels worldwide. Details are contained in the Carlson Wagonlit Travel Worldwide Hotel Directory. Reservations can be guaranteed for late arrival.
1 . 6 Car Hire
A range of car hire rates, including Carlson Wagonlit Travel's specially negotiated rates, are available to travellers. The price is dependent upon the category of car and level of service required e.g. type/size of car, number of days required etc. Most car rental companies offer an all inclusive price which incorporates the rental charge, collision damage waiver (CDW), personal accident insurance (PAI) and unlimited mileage. Some car rental companies offer chauffeur drive within the UK and Europe and long term rental of 21 days or more.
1 . 7 Ferry/Eurotunnel
Reservations can be made through your Carlson Wagonlit Travel office for all ferry travel. Pre-purchased tickets can also be bought for travel on Eurotunnel through the Channel Tunnel. Your Carlson Wagonlit Travel consultant will require the following vehicle information:
Tell us:
Ø Make and model
Ø Size (length, height and width)
Ø Classification of vehicle (e.g. goods/commercial vehicle)
For driving in certain countries the following maybe required:
Ø Personal insurance, GB sticker
Ø Passenger side wing/door mirror, headlamp deflectors, warning triangle
Ø First aid kit
Ø Bail bond
Ø Spare headlamp bulbs
Ø An international driving permit
SECTION 2
BOOKING PROCEDURES
2.1 Traveller Profile Forms
In order to provide a tailored service, we will seek to profile the special requirements of individual travellers. Preferences for seating allocation, smoking/non-smoking seats and dietary requirements will be incorporated when travel arrangements are being finalised. Traveller profile forms, paper or electronic, are available from your Carlson Wagonlit Travel office and should be completed by all regular travellers. Please ensure that the completed traveller profile form is returned to your Carlson Wagonlit Travel office signed by the traveller.
Carlson Wagonlit Travel is registered under the Data Protection Act, which gives legal rights to protect the privacy of individuals (the Data Subjects) in respect of personal data held by companies or organisations (the Data Controllers).
The Data Protection Act covers all data held on a traveller by us, either on a Traveller Profile Form, on computer or paper as part of a filing system. The data held will be used for travel and audit purposes. We must receive travellers consent to process and disclose the data to travel providers and your/their employer, both in and outside the European Union. This includes countries that do not embrace the “eight principles” of the Data Protection Act 1998, hence the requirement for the signed profile form.
2.2 To Check Flight Availability & Timings
It is imperative that we are informed of the flexibility of the travellers schedule e.g. times of important meetings that cannot be re-arranged. This enables us to build up a realistic itinerary for the traveller and suggest alternatives, which are both cost and time effective.
Tell us:
Ø Date of travel and destination
Ø Class of travel and number of passengers
Ø Preferred time of departure
We will:
Ø Check availability and advise alternative routings/times together
Ø with fares and any restrictions, which may be applicable.
Itenaries
Galileo's VIEWTRIP enables travellers to access their up-to-date itinerary 24 hours a day, 7 days a week, wherever they are in the world, via the Internet.
To view the booking, travellers simply need to access www.viewtrip.com, type in their last name and a specially designated six-digit reservation or locator number, which is provided at time of reservation.
2.2a To Make An Airline Reservation
Tell us:
Ø Date of travel, originating point and destination
Ø Class of travel
Ø Preferred flight times
Ø Date of return travel
Ø Flexibility of times and dates
Ø Number of passengers, surnames, initials and gender
Ø Airline membership card numbers, if applicable
Ø Nationality for visa purposes
Ø Special requests - dietary requirements
We will:
Ø Where possible confirm journey details immediately. For specific seating requests, special meals, wait-list status, or alternative flights, we may have to make further enquiries in which case a follow up call may be necessary.
2.2b To Re-Confirm A Flight
Tell us:
Ø Flight number
Ø Date of departure
Ø Surname, initials
We will:
Ø Where possible re-confirm journey details immediately.
2.3 To Make A UK Rail Booking
Tell us:
Ø Date of travel
Ø Originating point and destination
Ø Surname, initials
Ø Class of travel - First or Standard
Ø Seat reservation requirements ie. forward/backward facing seats,
Ø Smoking/non-smoking
We will:
Ø Confirm the booking details
Ø Advise applicable fare(s)
Ø Issue the ticket/seat voucher
Ø Issue meal/reservation vouchers, where applicable
2.4 To Make A European Rail Booking
Tell us:
Ø Date of travel
Ø Originating point and destination
Ø Surname, initials
Ø Class of travel - First or Standard
Ø Seat reservation requirements i.e. forward/backward facing seats,
Ø Smoking/non smoking
(Note: On Eurostar services, all travellers whether travelling in First or Standard class, will automatically have a complimentary seat reservation.)
We will:
Ø Confirm the booking details
Ø Advise applicable fare(s)
Ø Issue the ticket
Ø When travelling on Eurostar, the ticket can be made available for collection at Waterloo International prior to departure if preferred
2.5 To Make An Hotel Reservation
Tell us:
Ø Specific location, budget allowance, grade or hotel preference
Ø Date of stay
Ø Room type required ie. single/double room, smoking/non-smoking
Ø Number and names of travellers
Ø The approximate time of arrival - important to ensure room is guaranteed for late arrival
Ø If traveller has a loyalty card
We will:
Ø Make the reservation, or if preferred hotel is unavailable, offer an alternative
Ø Advise room rate and what is included e.g. taxes, service charges etc.
Ø Issue a hotel voucher
Ø Guarantee the booking against late arrival where required
2.6 To Make A Car Hire Booking