Carlson Wagonlit Operation Procedure
2
Harman Service Configuration
Location of service centre – CWT Guangzhou
– Phone: 400 678 0720
– Email: [email protected]
– Fax: +86 20 28387363
– Normal Office Hours: 08:30 – 18:00 Monday to Friday
After Hours Emergency Service
– Phone: 400 887 7076
– Service Scope: for urgent change/booking of flight within 24 hours
3
Scope of Services
Travel Booking
– Air/Hotel/Car/Rail *
– Visa application assistance
– Group travel
– Meeting & Events
Safety & Security Management
– CWT Guardian – destination information via email
– Traveler tracking – incident report
Program Management by designated Program Manager
– Process optimization
– Suppliers optimization
MI Reporting
– Data consolidation and CWT PMC report
– Business review with analytical result
4
Air Booking & Ticketing Process
Travel arrangement
– Traveler/travel arranger use OBT (domestic travel only), telephone, email to get information
– Travel counselor quotes the Lowest Fare Option with related fare restrictions
Reservation
– Make reservations via OBT (domestic travel only) or through service center
– Get E-itinerary and booking record, including status of the booking, and ticket fare and related regulations.
5
Change & Refund
Contact CWT for any change or refund.
-Domestic flights: discount tickets can not change airlines, full fare tickets are free to change.
-International flights: usually have very strict restrictions, pay attention when the reservation is made.
The penalty of change and refund is different due to the time of cancellation/change, so please contact CWT as soon as you need cancellation/change.
6
CWT E-Quotation & E-Itinerary
7
Air Booking & Ticketing Process
www.cwt-online.com.cn
Use your email address as user name.
Password is default the same
8
Air Booking & Ticketing Process
Update your Profile before proceeding to make reservation
9
Air Booking & Ticketing Process My frequent flyer card
10
Air Booking & Ticketing ProcessMake Air Reservation
11
Air Booking & Ticketing ProcessView Detailed Information
12
Air Booking & Ticketing ProcessLowest Fare Alert
13
Air Booking & Ticketing Process
Please select a reason when you haven’t selected the lowest fare that CWT recommended.
14
Air Booking & Ticketing Process
15
Air Booking & Ticketing Process
16
Air Booking & Ticketing Process
OBT will send you the itinerary by email automatically after you complete the booking and then you can process to apply you Travel Application according to it
17
Air Booking & Ticketing ProcessOrder Management
If you want to cancel/change you reservation before ticketing, press "Delete” button (and make a new booking) If you want to refund the ticket after issuance, please contact CWT service center
You can check all your bookings here
18
Air Booking & Ticketing ProcessOrder Information
19
Lowest Fare Option & Reason Codes
CWT will provide “Lowest Fare Option” for every booking
based on the following booking window:
Domestic – 2 hours( 1 hour before and 1 hour after
traveler’s preferred flight)
International – the whole day
Traveler must provide one of Harman’s standard reasons if
not accepting the “Lowest Fare Option” proposed by CWT
The reason and cost difference will be reported to respective
Business Unit leader and Harman Travel Management.
20
CWT OBT E-Itinerary
On-line system will send itinerary
21
Air Booking & Ticketing Process
Please ensure your reserved air ticket will be issued before deadline.
Otherwise, it may be automatically cancelled by airline.
For after hours emergency reservation (within 24hours) and ticketing, on-line booking is also recommended.
Please also call our after hour emergency service team for ticketing. Otherwise the reservation may be cancelled by airline
22
Making Hotel Reservations
Hotel reservations via GDS are free
Harman’s contracted hotels will be offered*
Credit card may be requested for guarantee during high season and for GDS booking
Manual hotel booking will be charged transaction fee
23
Making Hotel ReservationsConnect hotel Booking
24
Making Hotel ReservationsHotel Search
25
Making Hotel Reservations View Hotel & Select Room Rate
Click here to view hotel information, picture & direction
Click this button to view hotel room rate detail
Click this button to reserve the room
26
Making Hotel Reservations Client Information Page
If you like to share your booking information with other person, please input his/her email and mobile no here.
Verify your Name here. If you want to make reservation for other person, please change the information here.
27
Making Hotel Reservations Credit Card Guarantee
Mandatory
Credit card
Guarantee
28
Making Hotel Reservations Reservation Details
Please double check your booking details before guarantee
29
Making Hotel Reservations Complete Submitting Booking Request
Click this button to view your bookings
Reservation Number
The system indicates that the booking request has been submitted successfully. Please wait for CWT email confirmation
30
Making Hotel Reservations Cancel my bookings
Click this button to view your All bookings
Click reservation No. to view hotel booking
Select or put in key information to search bookingbooking
Click Cancel Button to cancel the booking. Please cancel your booking before hotel cancellation deadline to avoid penalty if you select credit card guaranteed booking.
31
Making Hotel Reservations Booking confirmation format
32
Hotel Booking Tips
Cancel hotel booking by deadline in hotel time zone
to avoid cancellation penalty
Record cancellation numbers & staff names
“No Shows” are usually charged at the one full day
rate
33
Other Useful Information
34
You have several channels to give CWT your feedback on our services Access to the URL link indicated in our e-itinerary
http://www.cwt-survey.com/SI/TrvlFeedbackForm_CN/index.htm
Contact your program manager for any issue
Tony Jin
Tel: (21) 2321 1000 ext. 8306
Email: [email protected]
Contact our service team manager
Rena Chen
Tel: (21) 2321 1000 ext. 8301
Email: [email protected]