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Copyright© 2018 Servant Travel Group All Rights Reserved

Welcome!

 

Thank you for joining our growing company. We are a personalized organization catering to the independent travel agent. We are not a fancy agency with glossy literature selling our program. Our overhead is kept low so that we can return to you the highest percentage of commission in the country. 

 

Why should you join the Servant Travel Family?

 

  1. We service your needs 7 days a week, evenings and holidays.

 

  1. We charge no membership fee of any kind.

 

 

  1. We have a State of the Art Retrieval System for Confirmations, Specials, Fams, etc. updated daily.

 

  1. You receive 70% commission on all bookings including all overrides. Our agents average 11.6% - 21% commission on all bookings due to our preferred relationship with our suppliers.

 

  1. Travel benefits such as free/reduced air, Fam trips, discounted hotels and cars are available when you earn your IATAN card. IATAN currently requires $5,000 in commissions during any 12 month period, but any earnings from your previous agency are applied to this requirement.  At 70% commission, this is about $750 per week in gross bookings.

 

  1. Other companies promising these benefits immediately are the scams. Don't get caught!

 

  1. We have been in travel since 1995.

 

Your success is our success. We are truly “Partners in Travel”.

 

We will be happy to answer any questions you may have about our program. Please E-Mail Sonja at sonja@servanttravel.com, or call (800) 358-4090.

 

Success in Travel,

 

 

Sonja Hunt

President

 

                                                                                                                   Table of Contents

 

 

 

 

Introduction     

 

4

How Do I Start

 

7

Request for Payment Form

 

10

Insurance Waiver Form

 

11

How to /Transmit Reservations

 

13

Credit Card Authorization

 

15

Where are My Documents?

 

16

Request for Return of Deposit / Refund

 

17

Payment of Commissions

 

18

Commissions Due Form

 

19

Service Fee Request Form

 

20

Preferred Suppliers

 

21

Travel Benefits

 

22

Working with Consolidators

 

23

When Attending Industry Functions & Fams

 

24

Frequently Asked Questions

 

25

Support Package

27

 

 

 

THIS 7/16/2018 MANUAL SUPERSEDES ALL PREVIOUS INSTRUCTIONS AND PROCEDURES

 

Chapter 1

 

Introduction

 

Who We Are

Through integrity and a commitment to our customers, we take the "teamwork" approach by working aggressively to meet our clients' requirements by providing cost savings, service enhancements and travel education. 

Our mission has allowed us to offer unsurpassed service to all of our customers while providing creative solutions to their travel needs.  We have been in travel since 1995.

 We are dedicated to these values...

  1. Customer Service:  a. Understanding our customer's service requirements, Servant will maintain and enhance the service standards required by travelers in an ever-changing environment.

  2. Teamwork:  Working together to succeed, serving as a networking center to assist our clients in a accomplishing their missions and goals.

  3. Commitment to Excellence:  Acting to make a difference, being responsible for our actions and continually striving to improve as well as educating our clients in the logistics of transportation.

  4. Respect and Concern for Each Other:  Accepting and supporting each other personally and professionally with efforts of lobbying air carriers and suppliers for discounted rates and flexible rules to help meet the special travel requirement of the organizations we serve.

  5. Ethics and Integrity:  Honesty and trust.

Through integrity and a commitment to our customers, we take the "teamwork" approach by working aggressively to meet our clients' requirements by providing cost savings, service enhancements and travel education. 

Our mission has allowed us to offer unsurpassed service to all of our customers while providing creative solutions to their travel needs.

We are a professional corporation.

 

Our virtual office is located on the:

                                    1400 Preston Road

                                    Plano, Texas 75009

It is physically open Monday to Friday 9:00AM to 5:00PM Dallas, Texas time (Central time).  

 

Our mailing address is:

                                   391 E Las Colinas Blvd

                                   Suite 130-415

                                    Irving, Texas 75039

 

Our affiliations

ARC (Airlines Reporting Corporation) #45 550 186

IATA (International Air Transport Association) #45 550 186

MPI (Meeting Professionals International)

ASTA (American Society of Travel Agents)

ICTA (Institute of Certified Travel Agents)

 

Our E-Mail Address:  info@servanttravel.com

 

The commission split we offer our agents, 70% of all commissions, including all overrides, is the fairest and most generous in the industry. There are no levels or tiers to attain to earn the 70% and no penalty for slow times. Our agent support is unparalleled. In return, we expect ALL your business.

 

How we help you make more money:

As buyers of cruises and tours in America, we negotiate directly or through our consortium affiliation with the most reliable and quality oriented suppliers in the industry for higher commissions for our agents.

 

You benefit in many ways:

  1. By receiving higher commissions, i.e. 11% Princess, GWV, Apple Vacations, Funjet, 11% RCCL, Happy Tours, Holland America, Adventure Travel, Insight International, Travel Impressions, Celebrity, Carnival, CITS, and much more.

  2. By having the ability to return part of that higher commission to your client in the form of a lower price, which gives you the competitive advantage to get that sale that other agents are competing for.

  3. THOR. We subscribe to the THOR  program, (no charge to our agents). With this program, you will never be at a competitive disadvantage when quoting a hotel rate to your client against a “Mega” agency like Carlson, American Express or any of the giants. It can be booked by phone or on line, as you would book any other hotel. With Servant Travel, you will never lose a client because of price.

  4. Domestic and International Consolidated Rate Program. Offers an exceptional opportunity to offer deep discounts to your client, both domestically and internationally, while earning much higher commission than available through direct airline bookings. Farebuzz, GTT Global, Skylink US, C &H International

  5. Our extensive E-Mail support program. You will receive E-Mails many times each day with industry updates and special offers. You will never be at a loss for help or information.

  6. We are “Key Accounts” with most major suppliers. More important then getting their highest commission is the support they give to make your client happy if something goes wrong. It is hard to gain a client, but so easy to lose one.

  7. We pay you a minimum of 70% commission on all bookings. If you earn $30,000 on your 1099 from January 1 through December 31, we will give you a 1% bonus commission on total earnings.

  8. If your 1099 is $55,000 or more, we will give you 3% bonus commission on total earnings.

 

  1. Extras:

*Servant Travel Conventions, Fams and Seminars at Sea.

*No extra charge emergency service, after hours, weekends and holidays.

 

Chapter 2

 

How Do I Start?

 

Making Reservations

 

This manual is not intended to be a tutorial, but rather an overview of methods and procedures used by Servant Travel.  

 

Standard Industry Procedure is followed. You call the supplier, for example a cruise line. Tell them who you are and what you want. They tell you what is available and how much it costs. You determine which sailing and which cabin your client wants and then tell the reservationist to book it for you.  Or book electronically through VAX Access, cruise or supplier website with your login. (i.e. SuperClubs, Sandals, GoGo Worldwide Vacations, etc.)

 

Airline: All regularly scheduled airline reservations are booked through the State of the Art, THOR Reservation System.

 

All reservations, on either system, queued to us prior to 9 PM Dallas time, are completed the same day.

 

Never Use Your Agency Name with Any Supplier Use Only Servant Travel’s name when booking reservations.  The IATA must match the travel agency name on record.

 

We are available to answer your questions by phone Monday to Friday 9AM-5PM Dallas time, or by E-Mail anytime. Our preferred method of communication is by E-Mail.

 

Emergencies: We always monitor our email after hours, weekends and holidays (PTA’s, MCO’s, etc). Ticketing is available 24 hours per day when you run your own, or till 9PM Dallas, Texas time, every day of the week including Saturdays, Sundays and Holidays...yes, Xmas and New Years as well. We are here to support you.

 

How to Book a Non Air Reservation (Sample)....

:
If not booked directly through a suppliers Travel Agent portal online:

 

  1. Call the supplier (use Preferred Supplier list for 800 numbers)

  2. Identify yourself as:

  3. "Agent ______with Servant Travel. My IATA number is 45-550-186. I want to make a reservation for 2 passengers, to...Cancun, Carnival Inspiration, Check-In at your Hotel on, Car Pick Up on...etc...(Whatever travel arrangements are required). 

  4. Be prepared to give the following information:

  5. Level of accommodations (Deluxe, moderate, inexpensive, inside or out for cruises, size car, etc., name of hotel, Tour number, if from a brochure.

  6. Supplier will ask for and tell you the following, but not necessarily in this order:

    1. Passenger’s names.

    2. Passengers phone contact.

    3. Passenger’s phone or hotel in destination city (in case of a change or cancellation of flight).

    4. Form of payment required, (Servant Travel’s check, credit card, Tour Order, Miscellaneous Charges Order, etc.)

    5. Frequent flyer number(s) for tours or cruises that include air.

    6. Your ARC or IATA number (#45 550 186)

    7. Be sure to tell res agent to put your last name in as contact person.

    8. Get res agent name or sine, his/her ID (usually a 2 alpha-numeric designation)

    9. Get seating for passengers

j. Get: Deposit date, how much, how to be paid, by what date payment must be in their office, where to send, and if an MCO or Tour Order, airline to be plated on (MCO/TO must be validated on a specific Airline).

 

Reminder, ask res agent to put last name in the remarks section as booking agent for possible future contact should a problem or change in time of flights occur.  Never give your address, phone or fax number. You are an agent of Servant Travel.

 

Never make any payment directly to supplier other than by credit card over the phone or online. Then create Profile and Reservation in CLIENT EASE.

 

For reservations that require no action on our part, for example domestic car and hotel bookings (no confirmation is sent-the booking confirmation number is all you get).

 

Any reservation that does require STC action, (make payments, notify supplier, receive and send documents, etc) must be reported in CLIENT EASE, even if booked in THOR or any supplier including air and car reservations, no exceptions.

 

Reminder:

Whenever monies are to be sent to a supplier, use the Request for Payment Form. Find out how the supplier wants to be paid, (Check, MCO-Miscellaneous Charges Order, Tour Order, UCC-Universal Charge Card form, or direct call in of Credit Card) and when payment must be in their office.

 

If direct call in of Credit Card is allowed, you can call it in yourself and update reservation on CLIENT EASE.  Be sure to check with supplier the following day to be sure the payment was received and recorded to the correct booking. Mistakes happen!

 

If any other payment method is needed, including check, it is done by us... again, on the Request for Payment form, indicate whether a check is needed (you send us your company check or money order-never your clients check unless it is certified), MCO, TO or UCC. We will prepare the documents and in the case of an MCO or Tour Order, will E Mail the MCO or Tour Order number to you. You then will call it in to the supplier.

 

Very Important: Suppliers make mistakes. You must follow up the next day with the supplier to be sure that the MCO, TO, UCC or whatever was needed has been recorded and that nothing more is required. Client Credit Cards are often declined. It is also very strongly recommended that one week prior to the travel date, another call to the supplier be made to again reaffirm that all is in order. Be sure to note the name of the res agent who tells you “all is well”. Supplier mistakes could cost you a valuable client.

 

Reminder: Always call the supplier just before your client travels to make sure there are no schedule changes. We E-Mail all schedule changes received by us, so check your E-Mail daily and check the Retrieval System.  Email schedule changes are placed in the Retrieval System under the booking or confirmation number.  Mistakes happen. Don’t risk a disappointed client (translates to a lost client). This is part of the service you give to build and keep your business.

 

Waitlist Clearance: Again, some suppliers are very good about notifying of waitlist clearance. Others are not. It is good practice to frequently contact the supplier. DO NOT RELY ON THEM! Often, if you call, though your turn hasn’t come for clearance, because you were concerned enough to call, they will give it to you before others.  When Waitlists clear, they are usually faxed to us. They are automatically placed under the booking number or confirmation in the res system frequently.

 

Reminder: All Waitlist Clearances and urgent notices are placed CLIENT EASE within 15 minutes of their receipt in our office under your confirmation/record locator. Be sure to check frequently.

 

Travel Insurance: You must either cover every client, other then standard air, car and hotel with Travel Insurance or have them sign a waiver that they have declined the insurance. This is for your protection.

 

 

 

Request for Payment

 

PLEASE FILL IN COMPLETELY AND FAX: (800) 358-4090 or Email within 24 hours of reservation being made.

 

Always Give Supplier your Last Name as Contact Person

 

This is a Request for:

 

_____ Deposit _____ Full Payment (Check One)

 

Fill In the Following ***ONE CONFIRMATION PER FORM***

 

Agency_____________________________City_____________________

 

Agency Ph____________________Fax__________________E-Mail_______________

 

Client(s) Names__________________________________________Confirmation#___________

 

Brief Description of Travel_______________________________________________________________

 

Departure Date____________Return Date____________

 

Please make the following deposit by ______________(date) to:

Supplier_______________________________Supplier Phone___________________

 

Supplier Address to send Payment_________________________________________________

________________________________________________________

 

Gross Amount of Sale (Gross = Base Cost + Taxes + Commission) $______________

Prior Deposit(s) Made, if any $______________

Payment to be Made $______________

Commission Amount: $_______

 

Payment to be made by:

___Company Check-STC Never send any payment directly to Supplier!

___Credit Card

___Called in by agent (Fax This Form to STC)

___MCO (Miscellaneous Charges Order ___TO (Tour Order)

___Agent Sending Check To STC for MCO/TO (Must Be Certified if less than 30 days prior to departure)

___Credit Card Below for MCO/TO

 

CC#_________-__________-__________-___________EXP______

 

NAME ON CC___________________________________________

CARD BILLING ADDRESS  _______________________________________________

CITY  _________________________ STATE   __________  ZIP CODE ____________

 

YOUR MCO/TO# IS_______________________________CHECK DIGIT___________

 

CALL THIS MCO NUMBER IN TO THE SUPPLIER

You must notify us immediately if this number is not used or your client’s card will be charged. Be sure to follow up with supplier that nothing more is needed!

 

____Travel Insurance was sold through _______________Insurance, Policy #_____________________

 

____Travel Insurance was declined by passengers. Signed waiver is on file or faxed with this Request form.

 

Shipping/Special Instructions (If you are rebating, note how much you have deducted from final payment for the rebate):

 

Place on your Letterhead

Must be faxed with your Request for Final or Full Payment.

Required for all Tours, packages and Cruises.

 

Be sure to give a copy of the Consumer Disclosure Notice on page 41 of this manual to all clients.

 

Insurance Waiver Form

Booking #___________________

Traveler(s) name(s):

_______________________________________ _______________________________________

_______________________________________

_______________________________________

 

Please Read Carefully!

 

We believe that your upcoming trip is a significant investment which you should protect. For this reason, we strongly recommend you purchase travel insurance. If you choose to decline this valuable protection, you are assuming any financial loss associated with your travel arrangements.

 

Depending on the policy you choose, the following items can be covered:

Emergency Medical and Dental

Evacuation and Repatriation

Accidental Death and Dismemberment

Trip Cancellation and Interruption

Baggage Delay

Baggage Loss

Trip Delay

Loss Damage Waiver

24 Hour Travel Assistance

And much more.....Peace of mind.

____ Yes, I (we) choose to purchase Travel Insurance.

____ No, I (we) decline to purchase Travel Insurance

Signature(s):

 

Date:_________________________

 

 

 

Chapter 3

 

How to Transmit a Reservation to Servant Travel

 

Methods of Transmitting Res Information to STC

  1. Call the cruise line, tour operator, etc and book the reservation. Fill out a Request for Payment form completely for each reservation that requires action by STC.

 

Example:

No Form required- Domestic Cars and Hotels usually do not require deposits nor do they send documents-no form from you is required.

 

Form Required-Cruise, Tour, etc, even where you call in the credit card when documents come in we send them to you or your client. Without you notifying us, we will not be able to identify you with the documents nor know where and how to send them.

 

Do not show ticketed. Fill out the following Air Res form and fax to us.

 

***All final payments whether called in to the supplier or sent to STC are to be the full amount of sale. Do not deduct commission in advance and be sure to itemize what and for whom the payment is being made***

 

All Air and Amtrak reservations must be paid for by cash, certified funds or credit card. If other than credit card, funds must be in our office by the next day of booking or the reservation will be cancelled.  We accept only certified checks or credit cards for air bookings. Your check or credit card will be accepted for all other bookings that are over 30 days prior to departure. Closer than 30 days, only credit card or certified funds please. This is not a hard and fast rule. Many exceptions are made. We trust the agents that we know. New agents should call when an exception is needed.

 

For security reasons, we do not keep credit card numbers “on file”. Submit ALL bookings (reservations) and inquiries as the exact name and billing address of the card holder into CLIENT EASE.  . 

 

We will not assume responsibility for errors when Air reservations are made in any manner.

 

We do not accept your client’s checks unless certified. Please deposit their checks into your account and then send us your personal, company check or certified funds. Payments other than by credit card over $200 must be certified funds.

 

All support documents (i.e. discount coupons, travel vouchers, payment, etc) must be received before tickets can be delivered. These support documents must be in our office by the next day following the day of booking or the discount will not be applied.  If you have discount coupons that you use regularly, we will keep them in your file for your use on demand.

 

Again, many exceptions are made. Please ask.

 

Each supplier specifies how they are to be paid and which credit cards they will accept. We accept cash, wire transfers, money orders and your company check for reservations. We will convert this to the form of payment required by the supplier, such as our company check, Tour Order, MCO, etc. Never send your company check to any supplier. Call supplier for their requirement. Some suppliers do not accept all credit cards (airlines, tour operators, cruise lines, etc). Unless it is a Master Card, American Express or Visa, ask if the card in question is accepted. We cannot accept a credit card and convert it to cash.

 

**The form in which the payment comes to us is the way we must transmit it to the supplier (check for check, credit card for credit card)**

 

Many foreign carriers and some domestic carriers require you to call in ticket numbers, without which, the reservation will be canceled, even when made through the res system (American Trans Air, etc). Be sure to check with the carrier.

 

Please keep track of commissions paid to you through CLIENT EASE.  Researching commissions previously paid to you is very costly in lost time. We will charge to research previously paid commissions. It is also not possible to research commissions past 6 months. Suppliers, as a rule, will not entertain research requests over six months old. Please submit and review your Commission status through CLIENT EASE.

 

Instructions or Changes to Instructions

Any instructions pertaining to any reservation or reservation related matter, or a change to instructions already given, must be emailed. We will not accept any verbal changes or instructions due to possible miscommunication.

 

Caution: For your protection, we provide a useful credit card authorization form that can be used if you are uncertain about the credit worthiness of your client. It is for your use. Do not send to STC:

 

Reminder: If you call in a credit card, you must still input information in CLIENT EASE and update your clients account.   Always call the supplier to make sure the credit card was approved and credited to the proper account. MISTAKES HAPPEN. Don’t lose a client because their credit card was declined and the Res canceled.

 

 

 (COPY ON YOUR LETTERHEAD)

 

CREDIT CARD AUTHORIZATION

 

In lieu of my credit card imprint, I ____ _________________________________                                                                    (Name of cardholder as shown on Credit Card)

 

Hereby authorize SERVANT TRAVEL, INC. to charge my __ _____________________

                                                                                                            (Credit Card Name)

Number   ____________________________ Ex Date _ __  CID  _____

 

In the TOTAL amount of US $_____________ for payment of transportation of

 

Myself and / or ______________________________________________________ _

                                    (Full name of Passenger(s) if other than Cardholder)

For the itinerary as follows: ____________________________________________________________________________________________________________________________________________

(Complete routing only)

 

My Credit Card Billing address:                                  Phone (Home) _________________

_ _________________________                              (Work) _________________

 

Note: Identification required.

Please provide front and back photocopy of Credit Card and drivers license ID. Please make sure that the signatures are legible and match the cardholder signature.

By signing below, Card member acknowledges receipt of goods and / or services in the amount of the TOTAL shown here on and agrees to perform the obligation set forth in the card member’s agreement with the Issuer.

 

Card member acknowledges that there may be specific penalties for canceling reservations after ticketing and agrees to pay such penalties. The penalty for canceling or changing this particular reservation is as follow:

CHANGE: CANCEL: $250 per person under utilization.

 

X_______________________________        Date:__________________________

            (Signature of Card member) 

This form must be submitted to Servant Travel, Inc prior to ticket issuance. Incomplete for false statements shall be considered sufficient cause for denial of service.

Travel Agent Validation

Travel Agency: Servant Travel, Inc.  Agent name: Sonja A. Hunt   

                                     Servant Travel, Inc. FAX: (469) 519-0171

IF FOR ANY REASON CREDIT CARD IS CHALLENGED, THE SIGNOR IS FULLY RESPONSIBLE FOR FULL PAYMENT TO Servant Travel, INC.

 

CREDIT CARDS ACCEPTED:  VISA, MASTERCARD, AMEX and DISCOVER

 

 

 

 

 

Shipment of Documents: Whether paper tickets, cruise documents, etc., we will follow the delivery instructions you give STC.  In the absence of any instruction, we will use our best judgment in choosing a delivery method.

 

ACCEPTANCE OF AGENT BUSINESS CHECKS: We will accept your business check in payment of deposits and final payments for all manner of travel products, except airline tickets, where delivery of service is more than 30 days out, and payment is under $200. If payment must be made within 30 days or is for more than $500, only certified funds will be accepted. Acceptable certified funds are Money Orders, Bank Certified Checks, Wired funds through Western Union or Bank Transfers. (Call for exceptions)

 

Bank Transfers: Required Bank Information:

First Bank Irivng Texas

ABA -------------------

Acct -------------------

Phone:

 

Where Are My Documents?

Documents are usually not sent to us by suppliers (Cruise Lines, Tour Operators, etc) less than two weeks prior to departure. Most travel documents are sent electronicly via email from the supplier.  (i.e. Travel Impressions, GoGo Worldwide Vacations, Carnival Cruise etc.)  They have found that many clients and/or travel agents will misplace these documents before travel.

 

Unless you specifically request documents to be generated early by the supplier, do not expect us to have them earlier than two weeks prior to departure.  As long as you have submitted all reservations in CLIENT EASE, we will immediately send them to you upon their receipt by STC.

 

Never request the supplier to send these documents to you or your client, without prior approval by STC.

 

We will authorize direct send when there is a time issue. Please E Mail STC for approval or there will be a delay in paying your commission while we try to determine why no documents were received.

 

Document shipping and Tracking Numbers for all carriers are placed in the PNR daily. Please check CLIENT EASE for your documents or the supplier.  You will find all the information you need there.

 

On rare occasion that you have not properly input information in CLIENT EASE and we cannot identify you as the agent, we will hold these documents in a suspense file. If you do not receive your documents 10 days prior to your client’s departure, E Mail info@servanttravel.com

 

Please be sure to include in your E Mail all pertinent data such as Supplier, Passenger Names, Departure Date, etc.

 

Request for Return or Deposit/Refund

 

Please fill in completely and fax: (469) 742-9902 within 24 hours of notice of cancellation.    (Photo copy on your Letterhead or Fill in the Following)

What is promotion code of discount coupon? ___________________

 

____New Res is in Amadeus, Record Locator: __________________

 

Request for Return of Deposit/Refund

 

PLEASE FILL IN COMPLETELY AND FAX: (469) 742-9902  -  24 HOURS

Photo-Copy on Your Letterhead-or Fill in the Following

 

Agency________________________City_________________________

 

Agent Accounting Code_________________

 

Agency Phone ________________________Fax_______________________

 

E-Mail_______________________________

 

Client(s) Names_________________________________________________________

 

Confirmation#___________________________

 

Brief Description of Travel___________________________________________________________

________________________________________________________________

 

Reason for Refund/Deposit Return___________________________________________________________

________________________________________________________________

 

Departure Date______________________________

 

Supplier__________________________________________________________

 

Supplier Phone_________________________________

 

Supplier Check#________________________________

 

Date Check sent to STC__________________________

 

Amount of Check $______________

 

Special/Delivery Instructions:

 

 

 

 

Chapter 4

Payment of Commissions

 

Commissions are paid on the 1st and the 15th  of each month for all travel completed and paid for in the previous Bi-week, we will pay you on June 1st for all travel completed by your client in May 15th and for which commission has been received by us.

 

Please keep in mind that payment is made on three criteria:

  1. That travel has been completed and all travel information is in CLIENT EASE.

  2. That commission from the supplier has been received by us.  Please supply Record Locator or Confirmation numbers, ticket #’s if ticket has been processed by us, Record Locator if from a Ticketless airline. Without them, tracking is at best difficult and often impossible. Airlines that we have commission contracts with always pay within 10 days of our ARC due date, but commissions from hotels, cars and tours and some cruise lines are paid to us as far out as 90 days after completion of the travel. When you receive your commission statement and check, we will note if a commission you are expecting has not been received by us.  If it has then not been paid, contact the supplier and professionally demand that the check be sent. If they say the check was sent, have them send a copy of the canceled check to you and send to us with your next month’s Commissions Due form.

  3. ALL reservations must be entered in CLIENT EASE BEFORE a commission check is disbursed.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

CLIENT SERVICE FEES

 

Client service fees for exchanges, refunds, special itineraries requiring extra time and/or expense, will be processed on your client’s credit card for you with the same 65-35 split. Please use Service Fee Request Form or you can generate your own fee using your merchant account.

 

AGENT COMMISSIONS DUE FOR ____________, 2018

 

AGENCY___________________________AGENT______________

 

TO AVOID ANY POSSIBILITY OF NOT SENDING YOUR COMMISSION FOR A VALID TRAVEL EVENT FOR WHICH COMMISSION HAS BEEN RECEIVED BY US, PLEASE TYPE ALL COMMISSIONS DUE FOR TRAVEL COMPLETED IN THE PRECEDING MONTH.

THIS FORM MUST BE RECEIVED NO LATER THAN THE 3RD1st or 15th OF THE MONTH TO BE PAID ON THE 1st or 15th email.

 

LATE SUBMISSIONS WILL BE PAID AS TIME PERMITS. IF PAYMENT IS NOT RECEIVED WITH YOUR NEXT CHECK, PLEASE FOLLOW UP WITH SUPPLIER IF YOU HAVE 5 OR MORE ITEMS PER MONTH.

 

Please supply Ticket Number for any res processed via consolidator and the Airline Record Locator for Ticketless Airlines.

 

Client Supplier Ticket/Confirmation # Departure Date Return Date Total Price STC USE ONLY

 

 

SERVICE FEE REQUEST FORM

 

Please charge the following service fee:

 

Client Information:

 

Name___________________________________________________________

CC Billing Address:_________________________________________________________

 

City____________________________________State_____________________

 

Phone___________________________________________________________

 

Credit Card___________________________________________________Exp______

For (please describe nature of service fee)_____________________________________________

 

Agent Information:

 

Agency___________________________________Agent___________________

 

Address__________________________________________________________

 

City____________________________State_____________Zip_____________

 

Phone__________________________________Fax______________________

 

E-Mail Address (Please Print Clearly)________________________________________________

 

Chapter 5

 

Preferred Suppliers

 

When booking a preferred supplier always give our IATA and phone number. The override may be lost if booked and you do not state that you are an agent of Servant Travel.  Always ask about methods of payment and commissions.  Following is a partial sample list. Many suppliers will pay 1 to 3% more if booked on their booking engine. They also run promotions where the online booking engine will qualify for bonus commissions as high as $100 extra.

 

Suppliers do make mistakes. It is your earnings you will be losing. 

When you book preferred suppliers, be sure to identify yourself as an agent of Servant Travel with our ARC/IATA/CLIA number, 45-550-186 and telephone number, (972) 562-2409 or (800) 358-4090.  It is very important that at the time of booking you confirm your commission amount.  Document the reservationist name or agent sine who confirmed the override rate. Overrides are subject to change without notice, so verify.  When booking by phone, please verify that they have STC’s correct information, address, phone.).

 

Never have a confirmation faxed to you. The supplier will often change our profile to reflect your information and all future confirmations will go to you.

 

Note: Preferred Suppliers are the suppliers of choice (Cruise, Hotel, Car, Air, etc), because they give us increased commissions (due to the volume business we do with them) but most importantly, for their willingness to correct a situation in which a client is dissatisfied. But...you are free to book your travel arrangements with any supplier, anywhere in the world as an agent of Servant Travel. We have a working relationship with every supplier, without exception. They will pay their normal commission. All bookings must be made using STC’s IATA and/or telephone number.

 

Chapter 6

 

Travel Benefits

 

You, the productive Independent Contractor, are entitled to all the benefits the Industry has to offer. The industry, "ARC and IATA " have set guidelines of minimum standards of productivity, which must be met to qualify for these valuable benefits.

 

Servant Travel is in the business of selling travel. Since we charge no fee to work with us, we earn our money only when you earn yours. Your 70% commission split, including overrides is the most generous in the industry. Therefore, we want to work with agents who want to make a success of travel.

 

We do not sell or give away benefits. The industry is very well regulated in this regard, and we abide by the rules that govern us. If you are serious about making money, we will help, assist and guide. We want to work with you whether you are full time or part time.  But...if you only want benefits, and there are many, and do not intend to make travel a productive endeavor, then we are all wasting our time.

 

As you know, the Travel Industry has gone through some very difficult times including tremendous media coverage of the abuses that have so scandalized our industry. Consequently, some important changes have come about that you should be aware of.

 

ARC is the regulating body for airlines and agencies operating in the US, and IATA regulates the rest of the world. IATA now regulates the reduced rate program for North America as well as the rest of the world, applying the same standards to all.  All Airlines and most Hotels and Tour Operators have already adopted the policy that the IATAN card must be produced for any discount applied for, and the entire industry is following suite.

 

The regulations state that on a yearly basis, the dollar amount paid to you in commission must be $5000. This is only $86.00 per week, on average, in commission earned.  With our generous commission split to you, this is equivalent to only an average of $500 each week in gross bookings (half a cruise or tour).  Travel is fun, exciting and necessary for you to sell more by learning first hand of the many travel products. It is definitely a benefit you are entitled to, but to take full advantage of all the industry has to offer, you must have the card.

 

Obtaining the “IATAN Card”

 

Obtaining the “Card” is a two-step process.

  1. You must first be on the IATAN “List”. You will qualify after only 2 commission checks (the IATAN regulations state you must devote at least 5 hours per week to the sale of travel). E Mail Sonja to prepare the required forms.  Currently, this listing process has been taking about 2 months, so do it as soon as you qualify!

  2. After you are on the “list” and have earned the required amount of paid commission $5,000, E Mail Sonja to fill out the required forms. She will send you the forms and you will send it to IATAN with a passport size photo and a check for $30.00 made out to IATAN. This also currently is taking about than 2 months. There has been imposed a 6-month waiting period for new agents.

 

 

Chapter 7

 

Working with Consolidators

 

We ask you to be cautious when choosing a consolidator. Many are financially unstable. Choose wisely. The travel industry is rife with horror stories of clients being refused boarding by the airline due to non-payment by the consolidator.

Worse, when the boarding is denied on the return and your client is left stranded in a foreign country and forced to purchase a very expensive last minute one-way ticket home.

 

PROTECT YOURSELF AND YOUR CLIENT:

  1. Do not use any consolidator that will not accept a credit card. With payment by credit card, your client will receive a refund from the card company should the service not be performed.

  2. Do not work with consolidators that will sell to non IATA affiliated agents. They will sell to anyone, even directly to your clients and are the least reliable.

  3. Consolidators work with “net fares”. The price quoted is the price you pay. To this amount you must add your profit. There is no “profit” guideline. Add what you think is fair, but at least 10-15% but stays competitive and not price yourself out of the market.

  4. Send us a Request for Final Payment form so that should a problem arise, we can intervene on your behalf. Be sure telling us how and when the supplier wants to be paid and the amount you are adding to the cost of the ticket (your profit) so that we can deduct our commission split.

  5. If you buy from a consolidator who will sell directly to you, which is not a good idea, because if you run into a problem, they will be more willing to rectify it for us (volume) than for you, send us a Request for Final Payment form detailing the transaction, and when finalized, our 30% commission share of your markup. Please do not try to by-pass us with commission. We offer tremendous support and deserve our share. If you do, you will be asked to leave STC.

  6. Protect yourself by booking through the Consolidators we recommend (See below).  The fares are excellent, the commission possibility outstanding and the security of the supplier is assured.

 

 

  1. GTT Global

  2. Skylink US

  3. Solar Tours

  4. C & H International

 

 

 

 

Chapter 8

 

When Attending Industry Functions and Fams

 

We encourage our agents to attend as many industry functions (seminars, conventions and trade shows) and Fam trips.

 

This is the best way to gain product knowledge and network with your fellow agents.

 

There are certain guidelines of professionalism, that as an agent of Servant Travel, we insist upon.

 

  1. When an RSVP is required, do so. Do not just “show up”.

  2. If you have RSVP’d and find that you cannot attend, be sure to call and cancel.

  3. Business attire is always in order at seminars, and conventions.

  4. Do nothing that will cause embarrassment to you or us. Inappropriate behavior will be reported to us and you will find that future RSVP’s will be denied by the supplier. Word travels fast.

  5. When things go wrong at an industry event, do not become too vocal. Suppliers are trying their best to make things right and do not appreciate agents who incite other agents to “action”.

  6. Do show interest in the product spot lighted.

  7. Do not miss any scheduled event or site inspection. The suppliers have gone through considerable expense to expose their product and want you to see it all. Remember a Fam is a business trip.

  8. Do have fun and enjoy. Though a business trip, it does not preclude you from enjoying where you are and the hospitality shown.  Seminars always require business attire. Do not show up in jeans, shorts, etc.

 

 

 

 

Chapter 9

 

Independent Travel Agent Program

Most Frequently Asked Questions

 

How long have we been in the travel business? Since 1995.

 

Why do we not charge a fee to work with us? We are not a “Card Mill”. We are a legitimate Support Agency, profiting exclusively from the sale of travel, not from a “start up fee” that promises, but does not deliver the “dream” of free travel. We make a profit only when you book travel through us. This is your assurance that your success is always our primary interest. We are truly your Partner in Travel.

 

What will my commissions be? We offer a commission program that gives you 70% to 80% of all earned commissions, including overrides which the extra commission is given to mega agencies that most agencies do not get.  We offer this minimum 70% on all reservations, air, hotel, tour, car, insurance, cruise, regardless of how you book it. 

 

Do I have to pay extra to be a member of ARC, IATA, etc? No. Other simply that they give you a “free” affiliation. When you work through us as your host agency, you and all our agents are covered under our affiliation.

 

Will I get an ID card? The only card recognized by the travel industry for free or reduced rate travel, is the IATAN card and this is the only card we will issue. Our competitors play the “card” game, claiming that their card will give you all the industry travel perks. Prove it to yourself. Marriott has a “Famtastic” rate at their hotels of only $49 per night, worldwide. Call them and ask if they will accept any card other than the IATAN card. Call any airline and ask for an agent discount, known as a 75AD (75% agency discount). Call the Best Western chain. You will always hear that the only card accepted is the IATAN card. The IATAN regulations state that you must earn $5,000 in commissions to get the card. These are the rules, and no agency can legally circumvent them.  We are a business.  We are not selling the “dream” of free travel.

 

How will I get started? The very first thing you will do is write up a list of all your relatives, friends and business associates and acquaintances. The average agent list will be between 50 and 100 names. You will let them all know that

you are now a travel agent and that you would like them to book their travel through you.  If each one of a 50 name list books only $500 in travel with you, that is enough to earn your IATAN card.

 

What about a Cruise Only agency? A Cruise Only agency has a limited audience. They do not book air or tours. When a client of yours (as a cruise only agent) asks for an air ticket or a tour, will you send them to the agency down the street? Who will get the cruise when they want to go after they have established a rapport with the other agent?

 

What about continuing education? Aside from the extensive support you receive from our staff, we have “agency only” familiarization trips (example-Princess Cruises-$20/day), conventions and seminars at sea. Through our E-MAIL sends constant updated to offer you all the specials from our suppliers as well as professional improvement articles.

 

Why it makes sense to use only one Host Agency. Just as agents choose a preferred supplier for travel products, so too should that agent choose one host agency. A supplier will go the extra mile to resolve a problem for an agency that is loyal and generates good revenue for them. So too will a host agency call in favors to help an agent that gets into trouble. As we all know, it is not a matter of “if a problem will arise”, but rather “when it will happen”. Consider an agent that books 5 cruises with Carnival lines and asks for a favor as opposed to and agency like ours that does 5000 cruises a year.  This business is for the long term. If the host agency supports you, you should support it...for the long term.  In most cases, though, when booking our preferred suppliers, you could not earn nearly as much on your own. For example, if you book RCCL on your own, you will get the full 10% commission. Booking through Servant Travel, your 70% split earns you almost 13%. Which makes more sense?  Then there is the question of the IATAN card. A sponsoring travel agency issues the card to you. If you divide your loyalties, who will sponsor you?  Yes, in the short term, you may earn a very few dollars more, but.........

 

 

Chapter 10

 

Support Package

 

What is the one thing that causes a new or experienced agent the worst of nightmares? A lawsuit. It makes no difference whether the suit is justified or not. It still has to be defended...in court...with the aid and expense of an attorney.

 

Exactly what would prompt a client to sue his or her travel agent? Some areas of concern are real errors and/or omissions. We are human and do make mistakes. On a busy day, selling a honeymoon to Europe to a client that has never traveled abroad; we might not emphasize the need for a passport. The bride, when faced with a ticket agent telling her that this once in a lifetime event will not take place, might very well file a suit for “mental distress”, and if proven, could collect a substantial jury award. This is an example of a legitimate claim.

 

Then there are the frivolous ones, like the client you booked into the Presidential Suite at the Uptown Plaza to impress a sales lead, who is told that the hotel is over-booked and he will be accommodated at the Days Inn 3 miles away. Surely you should not be held responsible for a hotel over-booking problem, but everyone is entitled to sue for virtually any reason. Again, you must defend yourself with an attorney.

 

We have not even touched on the major catastrophes like cruise ships on fire, air crashes, even rental car accidents. Or less physically damaging, but potentially very costly events like a client checking in at a hotel while on tour and being told that the tour operator went bankrupt and never paid them and he will have to pay again for his accommodations. Or a supplier that goes bankrupt after accepting your clients money, and the tour never even starts. When these tragedies occur, everyone connected with the event is named and must defend. 

 

No matter how careful and conscientious you are, errors and omissions do happen. Most can be corrected by working with the supplier. But, when that very irate, or truly damaged client sues, what a comfort to know that you are insured for both your legal fees and any award that could conceivably bankrupt you.

 

 

Errors and Omissions Insurance

Coverage: $200 Annual Fee

Bodily Injury and Property Damage (except automobile)

Professional Errors and Omissions

Personal Injury

Worldwide Occurrence

Deductible: $500

Certain non-owned/hired auto, watercraft & aircraft

Legal liability Cover Feature Options

Program Qualifiers

 

(COPY ON YOUR LETTERHEAD)

Give to ALL Clients

Consumer Disclosure Notice

PLEASE READ THIS NOTICE.

IT CONSTITUTES PART OF YOUR CONTRACT FOR TRAVEL RELATED SERVICES.

 

SERVANT TRAVEL, INC AND THE ABOVE NAMED TRAVEL AGENCY IS ACTING AS A MERE AGENT FOR SUPPLIERS (IDENTIFIED ON THE ACCOMPANYING DOCUMENTS) IN SELLING TRAVEL RELATED SERVICES, OR IN ACCEPTING RESERVATIONS OR BOOKINGS FOR SERVICES THAT ARE NOT DIRECTLY SUPPLIED BY THIS TRAVEL AGENCY (SUCH AS AIR AND GROUND TRANSPORTATION, HOTEL ACCOMMODATIONS, CRUISES, ETC.). THIS AGENCY, THEREFORE, SHALL NOT BE RESPONSIBLE FOR BREACH OF CONTRACT OR ANY INTENTIONAL OR CARELESS ACTIONS OR OMISSIONS ON PART OF SUCH SUPPLIERS, WHICH RESULT IN ANY LOSS, DAMAGE, DELAY, OR INJURY TO YOU OR YOUR COMPANIONS OR GROUP MEMBERS. UNLESS THE TERM "GUARANTEED" IS SPECIFICALLY STATED IN WRITING ON YOUR TICKETS, INVOICE, OR RESERVATION ITINERARY, WE DO NOT GUARANTEE ANY OF SUCH SUPPLIERS' RATES, BOOKINGS, RESERVATIONS, CONNECTIONS, SCHEDULING, OR HANDLING OF PERSONAL EFFECTS.

 

TRAVEL AGENT SHALL NOT BE RESPONSIBLE FOR ANY INJURIES, DAMAGES, OR LOSSES CAUSED TO ANY TRAVELER IN CONNECTION WITH TERRORIST ACTIVITIES, SOCIAL OR LABOR UNREST, MECHANICAL OR CONSTRUCTION FAILURES OR DIFFICULTIES, DISEASES, LOCAL LAWS, CLIMATIC CONDITIONS,

ABNORMAL CONDITIONS OR DEVELOPMENTS, OR ANY OTHER ACTIONS, OMISSIONS, OR CONDITIONS OUTSIDE THE TRAVEL AGENT'S CONTROL. TRAVELER ASSUMES COMPLETE AND FULL RESPONSIBILITY FOR, AND HEREBY RELEASES THE AGENT FROM, ANY DUTY OF CHECKING AND VERIFYING ANY AND ALL PASSPORT, VISA, VACCINATION, OR OTHER ENTRY REQUIREMENTS OF EACH DESTINATION, AND ALL SAFETY AND SECURITY CONDITIONS OF SUCH DESTINATIONS, DURING THE LENGTH OF THE PROPOSED TRAVEL. FOR INFORMATION CONCERNING POSSIBLE DANGERS AT INTERNATIONAL DESTINATIONS, CONTACT THE TRAVEL ADVISORY SECTION OF THE U.S. STATE DEPARTMENT, (202) 647-5225.

 

FOR MEDICAL INFORMATION, CALL THE U.S. CENTER FOR DISEASE CONTROL (CDC), (404) 332 4559. BY EMBARKING UPON HIS/HER TRAVEL, THE TRAVELER VOLUNTARILY ASSUMES ALL RISKS INVOLVED IN SUCH TRAVEL, WHETHER EXPECTED OR UNEXPECTED. TRAVELER IS HEREBY WARNED OF THE ABOVE

RISKS AS WELL AS POSSIBLE TRAVEL INDUSTRY BANKRUPTCIES AND MEDICAL AND CLIMATIC DISRUPTIONS, AND IS ADVISED TO OBTAIN APPROPRIATE INSURANCE COVERAGE AGAINST THEM, WHICH IS AVAILABLE AT AN EXTRA COST THROUGH THIS TRAVEL AGENCY. TRAVELER'S RETENTION OF TICKETS, RESERVATIONS, OR BOOKINGS AFTER ISSUANCE SHALL CONSTITUTE A CONSENT TO THE ABOVE AND AN AGREEMENT ON HIS/HER PART TO CONVEY THE CONTENTS HERETO TO HIS/HER TRAVEL COMPANIONS OR GROUP MEMBERS