Quality
Quality
We recognise that clients have a legitimate expectation that their service providers have a commitment to quality and service excellence. We operate a Quality Management System (QMS) that will control all aspects of our clients scope of services for the provision of business travel services.
Our system is designed as an integrated QMS to address the requirements of both ISO 9001:2015 and ISO 14001:2015. In addition, we have been awarded Investors in People (IIP) for our commitment to staff training and development, motivation and engagement. All of our business processes and systems are subject to continual review and enhancement, to ensure that they remain fit for purpose and will continue to meet or exceed the expectations of our clients.
Quality Management System
The integrated Quality Management System consists of quality and environmental policy statements, quality and environmental objectives and targets established by management, an Integrated Procedures Manual and an Operations Manual which includes fully documented work processes to ensure our operational staff consistently deliver a high level of service.
We operate a series of quality checks to ensure that all client requirements are determined, understood and checked prior to processing a booking. Prior to ticketing, company specific billing and management reporting information (such as cost centres, purchase orders and authorised bookers) are also automatically validated by our own bespoke tool ‘Rule Checker’. The tool also validates bookings at the point of sale for a wide and customisable range of items e.g. route deals, airline upgrades and travel policies. Should the reservation be changed, Rule Checker will automatically activate to ensure that the quality control items are rechecked. This highly configurable tool ensures corporate policy is being adhered to and itinerary specific checks have been made.
Additional quality control checks are made by Team Leaders and ticketing specialists before and after ticketing to ensure the lowest available and appropriate fare has been selected. In some instances, cost savings can be made after ticketing as lower fares become available prior to departure. We also have the facility to customise many of our accounting and management reports to the needs of our clients, further endorsing the commitment to deliver a customer-responsive quality service.
Keeping quality under review
We seek to keep the needs of our clients under review, particularly at our regular meetings between your management and our Account Manager, and through day to day contacts between your travel bookers and our service team. We realise that our clients needs may change, and it will be one of the key tasks of the Account Manager to propose ways in which we can proactively meet any changes. Where such changes impact on our existing quality service standards, we shall review those standards and make changes where appropriate.