This section provides more in-depth information about The Express Travel Group's divisions.
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1. INTERNATIONAL, REGIONAL AND DOMESTIC TICKETING
a. Express Travel provides comprehensive, (most direct and economical), quality trip planning in accordance with The Client’s Travel Regulations. The application of the lowest logical available fare shall be offered. Where possible, two written alternative itineraries will be offered. All enquiries shall be dealt with on an immediate basis.
b. Where possible the special offers given by the airlines shall be applied, provided always that such special offers conform to The Client’s travel regulations and do not inhibit the travel requirements of the passenger.
c. All tickets issued by Express Travel will be fully refundable less any cancellation fee charged by the airline. The Express Travel Group does not charge cancellation fees.
d. Changes to reservations will be made at no cost, save that levied by any airline and notified to the traveler when the amendment is made.
e. All tickets shall be issued free of restrictions save those rules and regulations imposed by the airlines.
f. Where airlines offer hotel accommodation or car hire offers those same offers shall be communicated to The Client.
g. Express Travel shall notify The Client on an ongoing basis, via email and through newsletters, of any special airline deals available.
h. Express Travel staff have extensive experience of corporate rules and regulations such as entitlement for home leave, business travel etc. and are well positioned to provide a personal, cost effective service for all aspects of travel. All staff are well versed with the rules governing fares.
i. Where allowed by the airline Express Travel shall upgrade passengers traveling on full fare economy tickets to business class.
j. All travel services offered to The Client shall be available to The Client’s employees on a personal and individual basis
k. The Client shall be provided with the telephone contacts of key members of Express Travel staff. The Jomo Kenyatta office is 24-hours.
l. Travel staff employed by Express Travel are fully qualified by IATA earning them the title International Travel Consultant.
m. All travelers shall be issued with a flight itinerary showing traveler name, flight numbers, departure and arrival airport, flight times, routing, meals served, frequent traveler membership number.
n. Where a flight is waitlisted Express Travel shall use their best endeavors to obtain confirmation including personally contacting the senior members of staff of the airline concerned.
o. Express Travel shall process specific seat requests, special dietary requirements, wheelchair requests etc in a timely and efficient manner.
p. Express Travel maintains a 24-hour office at Jomo Kenyatta Airport. This office has proved invaluable to World Bank Travelers in the past. When a ticket is required after office hours, in an emergency, or for any reason this office can be contacted for assistance.
2. Operation of an in-plant office
- Express Travel has been operating in-plant offices since 1987 when we first opened an office at The Client’s offices.
- From 1992 to 1996 we operated an in-plant office at the United Nations.
- In 1997 we opened two offices for the US Government one in their Embassy and one at USAID.
- In 2003 we took over the management of the BAT in-plant operation and placed one member of staff there.
- We would suggest that Express Travel has more experience than any other travel agent in running in-plant operations.
- Express Travel has one manager in overall charge of the in-plant operation, (excluding the US Government which has its own dedicated manager).
- Quarterly meetings are held with corporate clients to analyse performance, look at savings, examine costs etc. Such meetings are of vital importance.
- Each corporate account is handled separately but the experiences gained from each corporate can be implemented in another corporate if there are benefits.
- Information gathered at each corporate client is strictly confidential and is not disclosed to any third party where it relates to the specific operations of that corporate.
- Together with each corporate client we meet with preferred airlines in order to negotiate discounts for that corporate. Such discounts are, generally, deducted at source. It is important for the corporate client to show that they have a preferred airline travel policy in place.
3. CAR HIRE AND HOTEL RESERVATIONS
- As the Franchisee for Europcar International, Express Travel Group can offer car hire at very attractive rates throughout the world.
- In Kenya vehicles available include saloons, four-wheel drive, minibuses and the larger Rosa buses.
- Cars may be taken on a self drive basis or with an experienced chauffeur
- Rates include applicable VAT, insurances etc. The rates do not include fuel.
- Vehicles are regularly replaced once age or accepted mileage levels have been reached.
- Lease hire, for an agreed period, is growing in popularity and is an excellent way for corporate clients to operate vehicles that do not have to appear on the company’s balance sheet. Express Travel work closely with their corporate clients to achieve this.
Additional Europcar services include:
a. Transfers
- The Express Travel Group has a 24-hour office at Jomo Kenyatta International Airport, which is available to assist all passengers ticketed by the Express Travel Group.
- Airport transfers can be provided at special rates. This will include collection by uniformed staff in a Europcar vehicle from residence, or office, for drop off and collection purposes.
- All vehicles of the Express Travel Group have working seat belts, a two-way radio or mobile phone, and are regularly checked for roadworthiness. Vehicles adhere to a strict maintenance schedule, and are replaced on a regular basis.
- Express Travel has a fleet of over 30 vehicles
b. Meet and assist at Jomo Kenyatta Airport
For arriving passengers at JKIA when ticketed by The Express Travel Group, on request we shall provide a meet and assist service. Our uniformed representatives will:
- Welcome passengers as they leave the arrivals hall.
- In the event of flight changes, delays or cancellations, our Representative will assist the traveller to our 24-hour office to resolve the concerns.
- Escort the traveler to the appropriate Express Travel vehicle
- In the event of seating or excess luggage problems, the Representative will be on hand to assist.
- Should assistance be required within the airport halls including immigration, customs and check in, such assistance can be provided at an additional cost.
4. AMERICAN EXPRESS
a. The Express Travel Group is the sole Representative for American Express in Kenya. American Express has over 2200 locations in 140 countries worldwide. All passengers ticketed by the Express Travel Group, whether on official travel or privately funded, may take advantage of the American Express promise – “American Express will provide the following services free of office charges:
- Free reconfirmation of airline tickets
- Hotel and car rental reservations
- Sightseeing arrangements
- Airline flight rescheduling
American Express is the worlds largest travel company
b. Express Travel will issue American Express Travellers Cheques in Dollars, Euros and Sterling Pounds
c. In the event of lost travelers cheques Express Travel can, once confirmation is received, immediately reimburse the traveler.
d. Card Member services include:
- Issuance of a temporary card for emergencies
- Facility to accept payment on behalf of American Express for payment of the card (payments only in foreign currency).
- Retention of mail addressed to Card Members pending collection.
- Distribution of cards to Members
- Assistance with accounts queries
5. Membership of Professional Associations
- Local and International Member Affiliations
- American Society of Travel Agents – (ASTA)
- International Air Transport Association – (IATA)
- United States Tour Operators Association (USTOA)
- Kenya Association of Travel Agents – (KATA)
- Kenya Association of Tour Operators – (KATO)
- Ecotourism Society of Kenya (ESOK)
- African Travel and Tourism Association (ATTA)
- United Federation of Travel Agents’ Associations (UFTAA)
- Eastern African Business Association (EAA)
- International Correspondents/agents
- American Express with over 2,200 travel services locations in over 140 countries and territories worldwide. Representative since 1965
- Europcar International representing car hire globally. Representative since 1989
- Own office in Brussels, Belgium
- Representatives office in Paris France
6. OFFICES
 See a list or to contact any of our worldwide offices
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