Telecommunications Policies
	Customer Service Policies
	Customer Complaints & Problems Policy
	Service Fee Policy
	Agent PNR Policy
	Q.A.C

Spears Travel is a franchise of Travel Leaders. That relationship provides us with many benefits including override commissions, special discounts for cruises and other vendors and deeply discounted agents' rates at Radisson Hotels. 

Their service desk has a toll free number, 800-888-8584. 

CORPORATE TRAVEL POLICY 

We have travel policies built into our account profiles.  These policies require Sabre to edit each PNR for specific, detailed information.  When you get an error response during the building of a PNR or upon ending it, you need to correct the PNR according to the instructions in the error response.  If it is impossible to make the correction at that time, enter PGHOLD to put the edit program on hold until a later time.  While the PNR is on hold, you will not be able to issue the ticket.  You can cancel all edits by simply entering XPG, however we expect you to re-enter the travel policy once you have corrected your PNR.  To re-enter the travel policy, simply enter PGM. Star name (i.e. PGM.REDA).  If you wish to see if you have all that is required in a PNR before ending it, enter PGEDIT.ALL.  These edits, while they seem time consuming to the individual agent, actually save time for the company.  They also provide management with the information needed to negotiate contracts with clients and vendors.

EMPLOYEE INFORMATION

The general star should direct you to the information you are seeking about employees such as their sines, queues, addresses phone numbers and birthdays. 

                                                                                                                    
PNR STANDARDS 

Minimum requirements for each PNR are name, phone,itinerary,  received from, customer number (DK #)and ticketing date. It is advisable to include both home and office phone numbers for the client, and always include our office phone number. We have stars to assist in building PNRs for tours, cruises and hotels:

   N*-C7D0-PNR-TOUR  N*-C7D0-CRUISE  N*-C7D0-HOTELS

Be sure to include in the PNR what is to happen with the ticket. If it is an office pick up, include that information in the 5/ field (I.E. 5/OFFICE PICK UP). If it is to be delivered or mailed, include that information in an historical remark (I.E. 5H-MAIL 22 FEB 3413 WILLOWOOD BARTLESVILLE, OK  74006/include airbill number if it is express mailed). Remember that is is always better to have too much information in a PNR than not enough. You will find specific CWT Star Standards.  It is very important that we follow these formats so that the CWT Emergency Desk will be able to assist our customers when called upon to do so. 

TICKETING 

Every agent issues tickets and does ticket exchanges. Each agent needs to know how to create a PHASE IV record, do 3.5 pricing and ticketing and do exchange transactions in Sabre. 

CHARGE ACCOUNTS 

The accounting office can give you details of all charge accounts.  Each charge account has its own DK number and star profile.  Any client desiring credit status must complete a credit application and be authorized by the accounting department or Vice President of Finance. 

PENALTY TICKETS 

Penalty tickets must be picked up or delivered the same week they are issued, or the client MUST sign a copy of the invoice which states that he/she understands the penalty and authorizes the issuance of the ticket. 

OVERNIGHT MAIL 

You must use our  preferred vendor which is DHL for your overnight mail.  The cost per package  $10.00.  (See Mailing Guidelines)  Always charge at least these amounts when billing the customer for this service.  

GIFTS TO CLIENTS 

Agents have the ability to give up to a $20 gift for leisure trips provided the commission was at least $250.  The $20.00 can be a little flexible depending on the circumstances. 

REFUNDS 

Ticket refunds are handled through the accounting office in Bartlesville.  Tickets paid for with a credit card will be refunded to the credit card.  Be sure to get the mailing address for anyone returning a ticket for cash refund.  Refunds for non-air purchases should not be sent out until our office has received the refund from the vendor.  Only officers of the company can override this policy.

POSTAGE 

Each office will make available regular stamps for employees to purchase. The postage meter should not be used for personal mailings.

Procedure for Distribution of Educational Trips 

Steps to be followed: 

Receiving of ET's: 

1. If sent by mail, whoever opens the mail, must make sure it is given to the office manager immediately. If sent by FAX, the same applies. If received by phone, get the necessary information, i.e. date, number of people, cost, place, etc. 

2. A manager must decide who goes based on these factors: 

   a. Seniority
   b. Vendor Restrictions
   c. Rotation
   d. Need
   e. Value (i.e., quality, education, expense, location) 

3. Depending on type of ET, it should be faxed to all other office managers. (i.e., Great Britain vs. Carnival)

4. Managers will route ET sheet through the office to all personnel, with restrictions of who qualifies for the ET that will be stated on the front of the folder before it is passed around. ET's will be sent via a red folder and the associate must initial it, check if interested and record the time they passed it on to the next associate. 

If you would like to make a copy, do so and pass it on to the next associate. Under no circumstances should ET's be held by an associate or left on a desk that is unattended. It should always be put in the hands of the next available associate. This procedure is for the purpose that the ET is passed on in a timely manner and given back to management for a decision. 

5. All personnel within the routing list must conform to the guidelines of the current ET policy. 

6. A manager is to receive the red folder back on their desk within one day. A branch manager will recommend an associate from their office who qualifies, then it will be sent to Betty for the Tulsa associates and Pat for the Bartlesville associates.

DEFINITIONS

BRANCH .................. Any Spears office
CRT ............................Computer terminal
CWT ...........................Carlson Wagonlit Travel
CTP ........................... Corporate Travel Policy
DK NUMBER ...........Two digit branch number + 4 digit customer account number
DRS .......................... .Direct reference system
FARE SAVINGS ......The amount saved over the full cost of the ticket
FOX ............................ Sabre information system
MARKET CODE ........Number included in the PNR that advises the region of the journey
PC ............................... Personal computer
PHASE IV ...................Ticket record created by the agent for non-priceable PNR
PNR .............................Passenger name record created in Sabre
PSEUDO CITY ..........The location code for each office
STAR PROFILE ........Detailed information about our customers stored for reference in Sabre
STATEMENT INFO ..Any information required by management or account placed in the name field of the PNR
STP .............................Satellite ticket printer
TRAMS........................Back office accounting system
TOTAL ACCESS ..... The capability in Sabre of accessing another vendor directly
UDID ...........................User defined information data-captures any information we need
for tktd PNR