Scope

Updated: 27 Apr 2020

Range of services

Contract 1008 provides a range of travel and travel-related services, including bookings for the following:

  • air travel – domestic and international
  • accommodation
  • car hire
  • rail and ferry
  • coach
  • charter
  • group travel (10 or more travellers)
  • visa service.

FCM offers a variety of methods to book travel including an online booking tool, telephone and email.

The contract also provides support via the following:

  • assisting with compliance to NSW Government travel policies
  • emergency situation assistance
  • training.

Key contract features

  • a one-stop shop where all elements of a trip can be booked in one transaction
  • 100% dedicated Australia-based consultant team
  • access to over 1000 contracted accommodation providers, offering better value for money on hotel bookings
  • access to discounted domestic and international air fares negotiated for NSW Government travellers
  • an online booking tool with a single page view for air, hotel and car hire, improving the overall speed and efficiency of the booking process
  • the ability to make changes and cancellations to bookings via the online booking tool (Refer Online booking tool quick reference guide PDF, 386.8 KB)
  • enhanced data provided to AMEX for all types of booking ensuring that transactions are easily reconcilable
  • tracking and response services for travellers, assisting NSW Government in fulfilling Workplace Health and Safety requirements in the occurrence of a major event or disaster
  • quality reporting, including non-compliance with NSW Government travel policies
  • strategic advice and assistance for agencies to improve the performance of their travel programs.

Response times

Phone

  • answer 95% of calls within 20 seconds
  • call back time – 100% within 1 hour
  • on hold times: no more than 3 minutes.

24-hour “emergency” service

All calls to be answered within 20 seconds and resolved within a 1 hour period.

Quotes will be confirmed by email

  • OBT: immediate
  • domestic: no more than 2 hours
  • international (up to 4 segments): no more than 6 hours
  • international (complex > 4 segments): no more than 24 hours
  • emergency situation (including urgent group bookings): within 1 hour.

Itinerary/reservations will be confirmed by email

  • OBT: immediate
  • domestic: no more than 2 hours
  • international (up to 4 segments): no more than 6 hours
  • international (complex > 4 segments): no more than 24 hours
  • emergency situation (including urgent group bookings): within 1 hour.

Itinerary options to be provided

Domestic: reservations will be confirmed by email:

  • 1 to 2 itinerary options to be provided
  • options will be 20 minutes pre/post requested travel time

International: reservations will be confirmed by email:

  • 3 itinerary options to be provided
  • international travel 4 hours pre/post requested travel time.

New profile management

New profile created within 30 minutes from time of receipt - this is applicable to a single profile creation.

Ticket refunds

Refund applications are actioned within 24 hours of receipt

Complaints handling

The TMC will respond within 24 hours of receiving a complaint.

The TMC must endeavour to resolve the complaint within 24 hours of receipt.  If the complaint is not resolved within this period, a resolution plan will be agreed with NSWG.

Reporting

All data must be collated and ready for release to NSWG and must be available by the 6th day of each month for the previous month or quarter.

Account establishment/change/closure

The TMC will action any changes or closure to an account within 30 working days. Enquiries may include:

  • establish new TMC account
  • new / change ABN
  • change account hierarchy
  • cancel / close account.

Key benefits

Regional support

In addition to the 100% dedicated consultant team, FCM can provide locally based support for NSW Government travellers in regional and remote areas through the following Flight Centre retail offices:

LocationAddressContacts
Armidale

Flight Centre Armidale
Shop 3A, Corner Complex
108 Dangar Street
Armidale NSW 2350

Phone: 1800 514 701 or 02 6771 5474

Bob Baddams

Leah Gilroy

Coffs Harbour

Flight Centre Coffs Harbour
Shop 8, Coffs Central S/C
35 - 61 Harbour Drive
Coffs Harbour NSW 2450

Phone: 1800 524 387 or 02 6658 0587

Luke Ratcliffe

Michael Lane

Dubbo

Flight Centre Dubbo
Shop 6, 137 Macquarie Street
Dubbo NSW 2830

Phone: 1800 526 843 or 02 6881 6108

Jodie Shibble

Georgia Clarke

Grafton

Flight Centre Grafton
Tenancy 20, Grafton Shoppingworld
Corner Fitzroy and Duke Streets
Grafton NSW 2460

Phone: 1800 531 024 or 02 6643 4890

Sarah Artajelo
Newcastle

Flight Centre Newcastle
97-99 Hunter Street
Newcastle NSW  2300

Phone: 1800 541 056 or 02 4927 5633

Hayley Jonson

Karen Tuckerman

Orange

Flight Centre Orange
Shop 1, 205 Anson Street
Orange NSW 2800

Phone: 1800 541 983 or 02 6363 8922

Danielle Sudamalis

Jenna Bills

Port Macquarie

Flight Centre Settlement City
Shop 3A
Settlement City Shopping Centre
Corner Park and Bay Streets
Port Macquarie NSW 2444

Phone: 1800 546 809 or 02 6588 3777

Claire McLellan

Sandie Eade

Tamworth

Flight Centre Tamworth
Shop T12, Tamworth City Plaza
436 Peel Street
Tamworth NSW 2340

Phone: 1800 549 573 or 02 6755 5900

Emily Marshall

Jamie-Lee Brown

Wollongong

Flight Centre Wollongong
Shop LGW010, Wollongong Central
S/C West Building
200 Crown Street
Wollongong NSW 2500

Phone: 1800 564 820 or 02 4226 1977

Leah Bullough

Alex McLellan

Insurance

FCM holds the following required insurance:

  • public liability insurance
  • workers compensation insurance.

Travel insurance and travel assistance

Provision of travel Insurance for NSW Government employees does not form part of this contract.

For any coverage related enquiries please contact Insurance for NSW:

Ph: 02 9216 3327
Email: insurancefornsw@icare.nsw.gov.au

For claims related enquiries please contact:

Gallagher Bassett
Ph: 1300 407 022 or (for overseas: +61 2 9464 7450)
Email: generalclaims@icare-gb.com.au

For any medical emergency assistance whist overseas please contact:

International SOS
Phone 02 9978 6682 (24/7 Sydney Assistance Centre)
Email: sydney@internationalsos.com

Other information

View other travel and related services information, including travel policies.

Eligibility to use contract

Public bodies can purchase from NSW Government contracts under Clause 6 of the Public Works and Procurement Regulation 2019.

How to register as an eligible buyer

To register as a new customer please complete the online registration form.

Once approved, you will be advised of your authorised buyer identification number and you are then eligible to use the NSW Government contracts. Please be aware this registration process may take approximately eight weeks.

Please email nswbuy@treasury.nsw.gov.au if you have any problems completing your application form or if you wish to check your registration status.

Complaints and disputes

If case of a dispute, both the buyer and the supplier must use their best efforts to resolve it.

The buyer should speak to the supplier's customer service representative first. If they can't solve the matter together, the buyer should then contact NSW Procurement.

If the dispute cannot be resolved by mutual agreement of both parties in consultation with NSW Procurement, it will be referred for expert determination. This more formal process will need a higher level of detailed documentation, correspondence and records.