Provision of TRAVEL AGENCY booking SERVICES -DRC عودة إلى الفرص

Provision of TRAVEL AGENCY booking SERVICES 

1. Background

DRC international humanitarian response organization is hereby soliciting bid proposals from travel  agencies interested in providing various services related to travel regularly required by the DRC Algeria,  Libya and Tunisia Office based in Tunis. 

DRC also reserves the right to establish a trial period with several travel agencies. 

Flight Booking services: 

Flight booking shall be providing prompt and accurate international and domestic travel products and  services. The services to be provided are: 

• Provide travel information and flight schedules. 
• Reservation and ticketing services for domestic and international flights. 
• Airfares and pricing. 
• Flight cancellations/rebooking and refunds. 
• Hotel booking  

2. Minimum Products and Services Required by DRC 

Travel Services to be Provided. 

The successful Travel Agency contractor shall provide full, prompt, accurate and expert international  and domestic travel products, and services to the staff of DRC, the products and services required by  DRC include, but not to be limited to, the following: 

2.1. Flight Booking Services 

• Airline Reservations: Booking domestic and international flights for DRC employees.
•  Flexible Ticketing: Options for flexible or refundable tickets to accommodate changes in travel  plans. 
• Multi-City and Round-Trip Bookings: Arranging complex itineraries, including multi-city and  round-trip flights. 
• Group Bookings: Managing reservations for group travel, including corporate events or team  trips. 
• Last-Minute Bookings: Providing urgent flight arrangements when needed.
• Visa Assistance: Providing guidance or support for visa requirements related to flight bookings.
• Provide signed stamped Purchase Orders (PO)s and invoices per PO and Terms and Conditions  for each hotel flight service requested by DRC. 
• Providing flight tickets via email 
• 24/7 Support: Providing round-the-clock customer support for emergencies or changes.
•  Endeavor to notify DRC travel staff of airport closures delayed or cancelled flights, security  procedures, health precautions, as well as other changes that will affect or will require preparations from the travelers, sufficiently before departure time; and Quick reference for  requested destination

• the journey concerned: For all flights, the most direct and economical fare in economy class is  to be offered. The only exception from the above-mentioned rule is if the accumulative  outbound and/ or inbound flying time per direction exceeds 9 hours in duration when the  lowest cost business class fare is to be offered unless otherwise requested by DRC; 
• ensure that tickets issued are in accordance with entitlements prescribed in the Travel  Authorization (e-mail information). 
• Inform DRC travel staff, upon booking confirmation, of flight/ ticket restrictions, involuntary  stopovers, hidden stops, and other possible inconveniences of the itinerary and provide  required documentation for travels; 
• Provide DRC travel staff with online and offline relevant information on official destinations, i.e.,  visa requirements, security advisories, airport transfers/ land transportation facilities, local  Billing and Invoicing 

Travel Agency shall: 

• Process duly authorized flight changes/ cancellations when and as required and take care that in  such cases cancellation fees imposed by the airlines are avoided, 
• Immediately process airline refunds for changed/ cancelled travel requirements and credit these  to DRC as expeditiously as possible, 
• Refund tickets within three (3) months only (a shorter period than 3 months offered will be an  advantage), 
• Limit refund charges at airline rates only, i.e. no additional charges will accrue to the Travel  Agency, 
• Absorb all cancellation and/or change reservation date charges which are due to no fault of DRC  or the person travelling, and Report regularly back to DRC on the status of ticket refunds. • Inform DRC by email to the “Admin” department in Tunisia for any update or cancellation of the  service regarding flights. Traveler is also to receive info. by his/her shared contact number. 

Flight Cancellations / Rebooking and Refunds 

Travel Agency shall: 

• Process duly authorized flight changes/ cancellations when and as required and take care that in  such cases cancellation fees imposed by the airlines are avoided, 
• Immediately process airline refunds for changed/ cancelled travel requirements and credit these  to DRC as expeditiously as possible, 
• Refund tickets within three (3) months only (a shorter period than 3 months offered will be an  advantage), 
• Limit refund charges at airline rates only, i.e. no additional charges will accrue to the Travel  Agency, 
• Absorb all cancellation and/or change reservation date charges which are due to no fault of DRC  or the Traveler, and Report regularly back to DRC on the status of ticket refunds.
•  Inform DRC by email to the “Admin” department in Tunisia for any update or cancellation of the  service regarding flights. Traveler is also to receive info. by his/her shared contact number.

2.2. Hotel Booking Services 

• Accommodation Reservations: Booking hotels, resorts, or other lodging options based on  preferences and budget. 
• Corporate Rates: Negotiating discounted corporate rates for frequent stays. • Group Bookings: Arranging accommodation for group travel or events. 
• Special Requests: Handling special requests such as early check-in, late check-out, or specific  room types. 
• Cancellation Policies: Ensuring flexible cancellation or modification policies where possible. • Location Preferences: Booking hotels in preferred locations (e.g., city center, near airports, or  specific landmarks). 
• Venue Booking & Event Support Services 
• Venue Reservations:  

1. Booking venues for meetings, workshops, seminars, and corporate events. 

Options include conference centers, hotel meeting rooms, coworking spaces, and event  halls. 

2. Coffee Breaks & Catering:  

Arranging coffee breaks, lunch, and catering services depending on the quantity of  attendees and duration of the event. 

Customizable menus to suit dietary preferences and cultural requirements. 

3. Facilities & Equipment: Providing essential event equipment such as: 

Projectors and screens 

Sound systems with microphones 

Whiteboards and flip charts 

High-speed Wi-Fi 

Video conferencing tools 

On-Site Coordination (Optional)l) 

Support with setup, tech checks, and coordination during the event. 

Liaison with venue staff to ensure smooth execution. 

2.3. Additional Services 

• Ground Transportation: Arranging airport transfers, car rentals, or other local transportation.
•  Travel Insurance: Offering options for travel insurance coverage. 
• Crisis Management: Providing support during travel disruptions (e.g., flight cancellations,  natural disasters). 
• Sustainability Options: Offering eco-friendly travel options, such as carbon offset programs or  green hotels. 

3. Payment schedule 

• Payment will be processed by DRC every month and paid no later than 30 days from receipt of  the final invoice and supporting documents from the supplier.  
• The supplier must attach a copy of all e-tickets issued for that month to the invoice.  

4. Timeframe 

The duration of the purchase agreement will be 12 months with the possibility of an extension of 12  months upon mutual agreement of both parties.

5. Experience and qualifications

• Accredited IATA Travel Agent duly licensed in the country of operation.  
• Previous experience working with INGOs or similar organisations. 
• Offers customer support through telephone and email, 24 hours a day, 7 days a week. 
•  Offers a designated point of contact for DRC. 

The successful supplier shall also be required to demonstrate providing a dedicated service to the travel  needs of DRC throughout the year. 

6. Administrative evaluation

The supplier must complete and submit the following documents as part of the Bid: 

7. Technical Evaluation

Selection is based on the following weighted criteria. Suppliers must ensure that all requested information  and documentation is submitted with the bid: 

8. Financial Evaluation

Suppliers who pass the technical evaluation will be move forward to the financial evaluation. 

 The financial evaluation scoring will be based on service fees and lead timesfor delivery of service. 

The financial bid must be completed on Annex A.2 – Financial Bid Form and priced in TND.

Please do not include any airline fees in the Financial Bid, only those fees to be added by the  supplier.  

• Fees can be added as a lump sum, or as a percentage amount of the flight ticket. 

Annex E – Supplier Registration Form ENG, v2025 1

Annex D – DRC Code of Conduct v2025 1

Annex C-General Conditions of Contract (Standard)

Annex A – Financial Bid Form

RFP-ALT-TUN-2025-002-Annex F – Terms of Reference

DRC-ALT-TUN-2025-002- RFP Invitation Letter FOR BOOKING SERVICES