Handbook

INTERNATIONAL TRAVEL NETWORK TRAINING PROGRAM IN ISRAEL TEL AVIV, 2 BEIT HILEL STR. T. 972-3-6244377 F.
972-3-6244376
Copyright www.itncorp.com
2010 ITN Corporation. All content is subject to change with or without notice.
Table of Contents
WELCOME TO INTERNATIONAL TRAVEL NETWORK.......................................3 YOUR HANDBOOK........................................................................................................................... 4 MISSION STATEMENT...................................................................................................................... 5 OUR VALUES.................................................................................................................................... 5 ITN STRUCTURE...........................6 WHAT YOU CAN EXPECT FROM INTERNATIONAL TRAVEL NETWORK......................................7 WHAT INTERNATIONAL TRAVEL NETWORK EXPECTS FROM YOU............................................8 ORIENTATION................................................................................................................................... 9 IMMIGRATION LAW COMPLIANCE.................................................................................................. 9 CONTRACTOR RECORDS............................................................................................................... 9 TEAMWORK AND SERVICE TO THE CLIENT.................................................................................9 ETHICAL STANDARDS................................................................................................................... 10 GUIDELINES FOR CONDUCT........................................................................................................ 10 ATTENDANCE AND ABSENTEEISM POLICY.................................................................................11 SMOKING AND LUNCH BREAK POLICY.......................................................................................12 DRESS CODE................................................................................................................................. 12 SAFETY........................................................................................................................................... 12 GENERAL HOUSEKEEPING........................................................................................................... 13 SECURE ACCESS........................................................................................................................... 13 HELP DESK .. ................................................................................................................................. 14 USE OF COMPUTER NETWORK AND EQUIPMENT.....................................................................14 CONVERSATION MONITORING POLICY.......................................................................................16 PHONE SYSTEMS.......................................................................................................................... 17 STRONG ACCESS CONTROL MEASURES...................................................................................18 SOLICITATION OR DISTRIBUTION OF LITERATURE...................................................................19 CREDIT CARD HANDLING POLICY...............................................................................................19 NON-DISCLOSURE OF CONFIDENTIAL INFORMATION..............................................................20 NON-HARASSMENT AND DISCRIMINATION POLICY..................................................................20 DATING POLICY.............................................................................................................................. 21 ALCOHOL & SUBSTANCE ABUSE................................................................................................. 21 ACTS OF NEGLIGENCE, OMISSION AND GDS ABUSE...............................................................22 NON-COMPLIANCE PENALTIES.................................................................................................... 25 GROSS PROFIT SPLIT RULES...................................................................................................... 32 TERMINATION................................................................................................................................. 34 CLOSING STATEMENT................................................................................................................... 34 2 Copyright 2010 ITN Corporation. All content is subject to change with or without notice.
Welcome to International Travel Network

INTERNATIONAL TRAVEL NETWORK provides the ultimate tools and solutions for airlines, travel agencies and a network of independent travel agents and their customers seeking a more comprehensive, targeted, informed, and timely method to purchase discounted, distressed and excess inventory of international and domestic fares. Our proprietary technology and suite of innovative marketing resources enables us to bring uniquely qualified consumers - at the time they are ready to buy- together with the right carrier and seller at precisely the right time. As a consolidator, our diverse portfolio of travel products, 24/7 live support, expert advice and counsel to a network of sub-agents and agencies provides added value and ensures a smooth, educated purchase and streamlined customer experience unparalleled in the marketplace. Building upon a solid reputation in the industry and adhering to the highest levels of industry compliance, ITN brings cost-effective solutions for airlines and vast business opportunities for travel agencies and independent agents. We are successful because of the individual contributions made by each of our team members. You were selected, because we feel you have the skills, ability and commitment needed to help us deliver the finest service available to our clients. Since founding INTERNATIONAL TRAVEL NETWORK, we have held to a very simple philosophy: exceptional service to our clients in order to keep our clients. We want to ensure that these relationships continue well into the future. We hope you will find your training challenging and rewarding and will enjoy with us the special feelings of satisfaction that come with doing your duties well. This handbook will explain many of the benefits you will enjoy as an independent travel consultant, and some of the rules and regulations that enable our Company to run smoothly. If you have any questions, or if there is something we can do to help you succeed and grow with us, please contact the Management.
We extend to you our personal best wishes for your success!
Sincerely,
INTERNATIONAL TRAVEL NETWORK'S Management Team.
3 Copyright 2010 ITN Corporation. All content is subject to change with or without notice.
Your Handbook
This Handbook is designed to be a summary of most ITN policies and practices as they apply to all independent travel agents. Although this Handbook is not a contract or legal document, it does provide a guide for use in understanding and applying these policies and practices. It is meant to be helpful to all agents and their supervisors. Please understand that revision to this Handbook may occur in writing or e-mails, sent by ITN management, and that such revisions may supersede, modify or eliminate existing policies. INTERNATIONAL TRAVEL NETWORK reserves the right to amend the content of this Handbook at its discretion, and as it deems appropriate. Nothing in this Handbook shall be construed to create a contract of employment, or to promise or imply any contract, between INTERNATIONAL TRAVEL NETWORK and any agent, and it shall not create or imply any promise of employment for any definite period of time. Contractor's professional relationship with INTERNATIONAL TRAVEL NETWORK can be terminated by INTERNATIONAL TRAVEL NETWORK, at any time, with or without a cause. Contractor may terminate his professional relationship with ITN at any time by sending the notice one month in advance, as long as it provides sufficient time to conclude all pending transactions such that the customer service image of INTERNATIONAL TRAVEL NETWORK is not affected by Contractor's termination. This Handbook is neither a CRS/GDS guide, nor a Back Office manual. It contains limited amount of information regarding booking or ticketing rules and practices. Please note that you must refer to IATA, ARC and ITN GDS/CRS guidelines in order to perform CRS/GDS operations in full compliance with professional standards. Should any provision in this Agent's Handbook be found to be unenforceable or invalid, such finding does not invalidate the entire Agent's Handbook, but only that particular provision. This Agent's Handbook replaces any and all other INTERNATIONAL TRAVEL NETWORK Agent's Handbooks, released earlier. All information in Agent's Handbook must be treated in accordance with CONFIDENTIALITY, NONDISCLOSURE AND NON-COMPETE AGREEMENT. This Handbook is a property of INTERNATIONAL TRAVEL NETWORK and it must be returned upon termination.
Mission Statement
INTERNATIONAL TRAVEL NETWORK (ITN) was created to transform and improve upon current transaction options for airlines and travelers. Developing unique technological and educational tools to deliver the latest innovations and valuable services to the industry, ITN enables airlines to sell a greater volume of discounted tickets to qualified, interested buyers with greater speed and efficiency. We allow consumers to navigate the online travel space and interact with travel agents with greater ease and confidence while also providing those agents cutting-edge industry expertise and proprietary training protocols, giving them an opportunity to thrive in an industry that has been on the decline. We believe in service beyond expectation, achieved through a constant desire to achieve the highest results by fulfilling ever evolving client needs. The honesty, intelligence and commitment of our people are vital to INTERNATIONAL TRAVEL NETWORK'S mission. We share pride in the Company and respect each individual's contribution at every level. Exemplary client relationships drive INTERNATIONAL TRAVEL NETWORK'S growth and prosperity. INTERNATIONAL TRAVEL NETWORK is dedicated to pushing the limits of excellence, standing at the forefront to provide the finest and healthiest environments attainable in the industry.
Our Values
Strive to Establish and Maintain a Solid, Long-Term Business Relationship With Each Client Deliver The Best Professional Service Possible Embrace and Drive Constant Improvement Pursue Results, Growth and Learning Be Confident, Patient, Respectful and Responsible Earn Trust with Communication and Gain Value with Expert Advice Build a Positive Team Spirit Do More with Less Be Determined to Achieve Any Goals
ITN Structure
Alex Weinstein Mendel Weinstein Peter Vazan Maxim Bogaiciuc Ruslan Bondar Pavel Lepin Marina Libermane Lev Koretz Sergiu Balan Dionisie Doaga Evghenii Stavila Tatiana Grigorciuk Olga Vershigora President Chief Financial Officer Chief Operating Officer General Manager, Tel Aviv Operations Technical Director Lead Developer Manager, Marketing Department Director, Merkaz Livant Ltd Supervisor, Ticketing Department Supervisor, Customer Support Department Supervisor, Products Management Department Compliance Department Accounting Department
What You Can Expect From International Travel Network

INTERNATIONAL TRAVEL NETWORK believes in creating a harmonious relationship among all trainees, agents and supervisors. In pursuit of this goal, INTERNATIONAL TRAVEL NETWORK has created the following relations objectives:
1. Provide an exciting, challenging and rewarding experience. 2. Select qualified people on the basis of skill, training, ability, attitude and character regardless of age, sex, color, race, creed, national origin, religion, marital status, citizenship status, ancestry, sexual orientation, physical or mental disability, veteran status, or any other classification protected by law. 3. Review compensation, benefits and office conditions regularly with the objective of being competitive in these areas consistent with sound business practices. 4. Assure trainees and agents, after talking with their manager, an opportunity to discuss any issue or problem with the Management, to the extent practicable. 5. Take prompt and remedial action in response to legitimate complaints brought to the attention of supervisory personnel and the Management, to the extent practicable. 6. Respect individual rights and treat all agents and trainees with dignity and respect. 7. Maintain mutual respect in business relationship. 8. Provide an office space that is comfortable, orderly and safe. 9. Keep agents informed of the progress of INTERNATIONAL TRAVEL NETWORK as well as its overall goals and objectives. 10. Promote an atmosphere in keeping with INTERNATIONAL TRAVEL NETWORKS vision, mission and goals.
What International Travel Network Expects From You

INTERNATIONAL TRAVEL NETWORK needs your help in making each day as satisfying and rewarding as possible. Your first responsibility is to know your own duties and how to do them promptly, correctly and pleasantly. Secondly, you are expected to cooperate with the management and your fellow trainees, and maintain a good team attitude. How you interact with fellow agents and those whom INTERNATIONAL TRAVEL NETWORK serves, and how you accept direction can affect the success of your office. In turn, the performance of one office can impact the entire service offered by INTERNATIONAL TRAVEL NETWORK. Consequently, whatever your position, you have an important assignment: perform every task to the very best of your ability. You are encouraged to grasp the opportunities for personal development that are offered to you. This Handbook offers insight on how you can perform positively and to the best of your ability to meet and exceed INTERNATIONAL TRAVEL NETWORKS expectations. INTERNATIONAL TRAVEL NETWORK expects all trainees and agents to be responsible for their own actions and to maintain standards of performance and behavior that reflects INTERNATIONAL TRAVEL NETWORKS status in the industry. It is your responsibility to make sure you understand the standard of performance and behavior expected, and to conduct yourself accordingly. However, if anyone feels that they have been treated unfairly in any aspect of their training or duties, we want to assure you that you have an opportunity to present your concerns. The Management for INTERNATIONAL TRAVEL NETWORK will make special efforts to ensure that all supervisory personnel understand and effectively implement this policy. Further, all complaints of discriminatory treatment in violation of this policy must be brought to the attention of the Management so that an internal investigation may be undertaken promptly. At the conclusion of an investigation and/or within a reasonable time thereafter, the Management will contact the agent(s) and communicate their findings, if appropriate. Any agent or staff involved in, or condoning, discriminatory practices will be disciplined up to and including termination of any professional relationship between him/her and ITN. We strongly believe you should have the right to make your own choices in matters that concern and control your life. We believe in direct access to management. We are dedicated to providing an environment, where you can approach your direct supervisor, or any member of management, to discuss any problem or question. We expect you to voice your opinions and contribute your suggestions to improve the quality of INTERNATIONAL TRAVEL NETWORK. Were all human, so please communicate with us.
Orientation
Your first few weeks of training are very important and starting anything new requires a period of adjustment. You will meet many people and learn new procedures, some of which may be detailed and complicated. To gain a thorough knowledge of the operations of INTERNATIONAL TRAVEL NETWORK, it is essential that you ask questions. During busy times, make a note of questions you have, and discuss them later with your supervisor. Please do not relay to others information that you are not certain about. Take the initiative to learn all you can, because those who are successful in this dynamic industry never stop learning and adding to their store of knowledge.
Immigration Law Compliance

On your first day of training you will be asked to provide original documents verifying your right to perform contractor duties, as required by US or local laws. If a dispute arises concerning the legitimacy of any documents submitted to ITN, in connection with your right to stay in the country of your location, you agree to cooperate with ITN in providing any information required for resolving any such conflicts. If you at any time cannot verify your right to perform contractor duties, INTERNATIONAL TRAVEL NETWORK may be required to terminate any professional relationship between itself and you, or take other actions required by law.
Contractor Records
Your records are maintained by the local Management. It is important that the following information be kept upto-date. Legal name Home address Home telephone number Person to contact in case of emergency A photocopy of your ID. Training certificates or licenses maintained
Please be sure to notify the Management if there are any changes which may affect the above, so your records can be updated accordingly.
Teamwork and Service to The Client

As you've learned from our Mission Statement, excellent service to our clients is a primary goal. Our success is a result of constantly performing beyond our clients expectations. To perform at this level, it is essential that all INTERNATIONAL TRAVEL NETWORK agents/departments operate as a team. Whatever your functions are, you are a member of the team that services clients because all of our efforts are related to and dedicated to that end. 9 Copyright 2010 ITN Corporation. All content is subject to change with or without notice.
As a member of a team you do not operate in a vacuum because the quantity and quality of your efforts affect your fellow agents and ultimately, the client. We expect you to set high standards for yourself, in duties you perform, the way you communicate and the manner in which you interact with others.
Ethical Standards
INTERNATIONAL TRAVEL NETWORK strives to maintain the highest standards of personal and business ethics and corporate conduct. As an agent, you are required to do the same. Your daily activities should always be carried out in an ethical and legal manner, and conflicts of interest should be avoided.
Guidelines for Conduct

Every organization requires a set of rules so that the group as a whole may operate smoothly and safely to accomplish its goals. This is particularly so at INTERNATIONAL TRAVEL NETWORK, where any failure to adhere to high standards of conduct may affect the well being of other agents and relationship with our clients. Please be advised that English is the only language accepted for use on the sales floor, due to acoustic and sound isolation issues of any call center environment. Always make sure your speech never interferes with phone conversations between other agents and customers. Because performance and comfort of everyone depends on these rules, violations may subject the agent to disciplinary actions, including termination, in case of gross violations. We ask for cooperation of all agents. The following kinds of conduct are absolutely prohibited:
Excessive Absenteeism Unacceptable Performance Disruptive Behavior Unauthorized use of the telephone, e-mail or Internet Theft, fraud or falsification of records An act of sexual, racial or other harassment or discrimination Serious Insubordination Gross Negligence Disclosure of Confidential Information Being in possession of or under the influence of alcohol or illegal drugs Abuse, mistreatment, or threatening of a client, staff or another agent, whether such threat is physical, verbal, or psychological.
*The list of offenses is never-ending, so conduct outlined above is not an exhaustive list *Supervisors will document all disciplinary actions taken, which will go in the agents personnel file. * ITN reserves the right to instantly dismiss someone if the misconduct is severe enough. ITN reserves the right to change and add to the policy at any time.
Attendance and Absenteeism Policy

Please be advised that the volume of ITN advertising corresponds with the number of agents subscribed to receive calls. Therefore, ITN advertising campaigns are planned in advance to insure that all agents who chose to use our facilities are provided with a balanced amount of calls. Because of this very purpose INTERNATIONAL TRAVEL NETWORK has designed a schedule subscription feature, which can be found in your personal Back Office account for your convenience. Please consult with your supervisor, if you have any questions regarding this feature. In order to maintain the appropriate balance of consultants, available time frames can be selected by a limited number of agents simultaneously. You should be able to choose your availability schedule one week in advance. Agents with top performance ratios are given the privilege to choose their schedules on Mondays. Schedule subscription tool allows us to streamline the logistics and accommodate all agents with valuable leads. It's important to understand that each call/lead is an investment in itself. A considerable share of INTERNATIONAL TRAVEL NETWORK's budget is spend on high quality lead resources. Therefore, any disbalance between the volume of advertising and the actual number of agents logged-in, may cause excessive call queues, which are very difficult to handle. As a result the company may lose significant amount of funds, receive damages to its reputation and numerous customer complaints. In order to avoid these issues, we request all Agents to honor their attendance commitments. Our philosophy at INTERNATIONAL TRAVEL NETWORK on absenteeism is this: First, absenteeism is controllable; second, there is no reason why all agents cannot be available on time, all the time, and last, a few absenteeism incidents cause most of the problems. Therefore, absence control is best achieved through individual treatment aimed at the irresponsible, chronic absentee. We define an absence as failure to report and remain during subscribed attendance periods as scheduled; this includes late arrival, failure to make a timely return from a lunch, smoking or rest breaks, and leaving early as well. Absence then includes all time lost whether excused or unexcused, avoidable or unavoidable. The only exceptions to this definition of absence are holidays and vacations approved by ITN or death in the immediate family, approved leaves of absence, and days for which no training or contract duties are scheduled. Every agent has an allowance of 1 sick day per month (without a doctor's note), otherwise a note from a doctor is required. A medical certificate will be required in case of longer periods of inability to perform contracted duties. The sales manager must be notified accordingly. The unused sick days can be accumulated throughout the year. Each agent is permitted to take an unpaid vacation or a school activities leave. Please note, that you should provide a written 1 month advance notice to the management and a Back Office request as well. Unnecessary absenteeism and lateness is expensive, disruptive, and places an unfair burden on other agents and your supervisor. Unsatisfactory attendance on a regular basis will result in disciplinary action, including suspension and discharge. If you are going to be late or absent for any reason, you are required to notify your supervisor as far in advance as possible. Explain why you are going to be absent and when you expect to return to your duties. NOTE: It is your responsibility to insure that proper notification is given. Asking another agent, friend or relative to give this notification is not considered proper, except under emergency conditions.
Any unexcused absence subjects the agent to penalties and disciplinary action or termination. If notice is given and INTERNATIONAL TRAVEL NETWORK does not think it justifies the absence, it will be considered unexcused.
Smoking Break and Lunch Break Policy

INTERNATIONAL TRAVEL NETWORK'S policy was designed to provide a smoke-free environment for all agents and staff who do not smoke and accommodate agents who do smoke. Smoking indoors is prohibited. All smoking breaks should not exceed 15 minutes. No agent is allowed to take smoking breaks during the first and last 20 minutes of submitted shifts. No agent is permitted to take smoking breaks, while there are calls in queue. A lunch break may be taken on a daily basis, anytime, except the first and last 20 minutes of subscribed shifts. Please do not forget to take a smoking/lunch break badge, whenever you take the above mentioned breaks. All badges should be returned. You are not permitted to take a lunch break using a smoking break badge or visa versa. In case if there are no appropriate badges left, you should remain at your station and wait for these badges to be returned. Any problems regarding this policy should be addressed to the Management. Please remember to observe these rules and respect the rights of other agents, both smokers and non-smokers.
Dress Code
Please understand that you are expected to dress and groom in accordance with accepted business standards. INTERNATIONAL TRAVEL NETWORK requires that all agents and staff are dressed in accordance with Business Casual standards. A neat, tasteful appearance contributes to the positive impression you make on everyone. You are expected to be suitably attired and well-groomed during your shifts or when representing INTERNATIONAL TRAVEL NETWORK. A clean and neat personal appearance bolsters your own poise and self-confidence and enhances INTERNATIONAL TRAVEL NETWORKS image.
Safety
INTERNATIONAL TRAVEL NETWORK is committed to the safety and health of all agents. However, maintaining a safe environment requires the continuous cooperation of all agents.
Reporting Safety and Health Issues

All accidents, injuries, infectious illnesses, potential safety hazards, safety suggestions and all other health or safety related issues must be reported to the management immediately. It is important to understand that General Office Safety Regulations are not covered by this Agent's Handbook. Please contact your local office management for details.
General Housekeeping
You are urged to cooperate in every way to maintain office environment. All desks should be left in an orderly condition at the close of the day; windows, equipment and lights, (i.e., coffee urns, copy machines, computers) should be closed, turned off, or idled in accordance with your supervisors instructions. All areas of should be free of litter. We should treat our facility as though it were our home.
Secure Access
Please be advised of the following policies, introduced by INTERNATIONAL TRAVEL NETWORK to maintain an environment free from unauthorized access and system conflicts. 1. User IDs/Passwords. User IDs and passwords help maintain individual accountability for Internet resource usage. Any agent who obtains a password or ID for any resource must keep that password confidential. ITN policy prohibits the sharing of user IDs or passwords obtained for access. Each agent is provided with his/her personal access credential list. You are responsible for safekeeping of your own list. You should never reveal any log-ins, passwords and other sensitive data required to gain access to Global Distribution System accounts, Remote Desktop Protocol accounts, Back Office accounts, E-mail accounts, Phone accounts, Consolidator and (or) Supplier website accounts etc. Please keep this confidential information memorized and private. Do not forget to change the default passwords. Any questions or issues related to access accounts should be discussed with the supervisor immediately. If your direct supervisor is not available, Help Desk assistant should be informed about the issue. 2. Shared Training Accounts. No temporary training accounts should be used after the initial training period, under any circumstances. Once you have received your personal Apollo access account, you should use this account to perform GDS operations only. The use of any other GDS or RDP accounts, including shared training accounts is strictly prohibited. Electronic Key Cards. Each agent is given a unique electronic key card, in order to register access to office areas. Please use your personal key card, whenever you enter or leave the office area. Always remember: You are solely responsible for safe keeping of this card. No other person should be allowed to use it. All cases of theft or loss must be reported to ITN management immediately.
3.
It's important to understand that any violation of the above security measures may lead to unauthorized access with devastating financial consequences, which you will share the responsibility for.
Help Desk
All agents are provided with help desk assistance whenever their supervisors are unable to solve a technical problem related to access accounts, computer or phone equipment. Do not forget to contact your supervisors, with any of the above mentioned issues first. We appreciate any technical issue reporting. Each technical issue report should contain the exact time and date of an incident, as well as a screen shot attachment (if applicable). You may file technical issue reports, by sending this information to helpdesk@ctncorp.com
Use of Computer Network and Equipment

INTERNATIONAL TRAVEL NETWORK provides computing resources to agents which are to be used for conducting duties directly related to ITN business operations. All information in ITN computer systems and accounts, including voice, electronic mail and text messages, is INTERNATIONAL TRAVEL NETWORKS property. To ensure that its computing resources are used in accordance with our policy, INTERNATIONAL TRAVEL NETWORK reserves the right to monitor the use of computing resources as deemed necessary. Agents should have no expectation that any information or communication stored on their ITN e-mail accounts, VOIP accounts, Back office accounts will be private. The equipment used in accomplishing your duties is expensive and may be difficult to replace. Exercise care when using tools and equipment and follow all operating instructions, maintenance requirements and safety guidelines. Report damages or deterioration of equipment immediately to the Management. Please remember that you are prohibited from relocating or exchanging your equipment between stations (or any elements of inventory), without Help Desk assistant's permission. You are responsible for all property, materials or equipment issued to you or in your control. Should you leave INTERNATIONAL TRAVEL NETWORK for any reason, you are required to return it to your manager before your last day.
In addition, ITN may provide access to the vast information resources of the Internet to help you do your duties faster and smarter, and be a well-informed professional. The facilities to provide that access represent a considerable commitment of ITN resources for telecommunications, networking, software, storage, etc. This Computer Network Equipment policy is designed to help you understand our expectations for the use of those resources in the particular conditions of the Internet, and to help you use those resources wisely. While weve set forth explicit requirements for Internet usage below, wed like to start by describing our Internet usage philosophy. First and foremost, the Internet is a business tool, provided to you at significant cost. That means ITN expects you to use your Internet and e-mail access for business-related purposes, i.e. to communicate with clients and vendors, to research relevant topics and obtain useful business information. This means that agents should not download from the Internet or install on any company computer any software, movies, television programs, videos, music or other electronic media to a ITN computer unless such download or installation is business related and authorized by INTERNATIONAL TRAVEL NETWORK in advance.
As a consultant, you must conduct yourself honestly and appropriately on the Internet, and respect the copyrights, software licensing rules, property rights, privacy and prerogatives of others, just as you would in any other business dealings. This includes the use of internal ITN mailing lists and e-mail addresses. Please do not use inappropriate, unprofessional signatures or any other components of email messages. All e-mail messages should be formatted appropriately. Remember, the Subject field should contain a concise description of the message, not the message itself. All existing ITN policies apply to your conduct on the Internet, especially (but not exclusively) those that deal with intellectual property protection, privacy, misuse of ITN resources, sexual harassment, information and data security, and confidentiality. Unnecessary or unauthorized Internet usage causes network and server congestion. It slows other users, takes away from time, consumes supplies, and ties up printers and other shared resources. Unlawful Internet usage may also garner negative publicity for ITN and expose ITN to significant legal liabilities. The chats, newsgroups and email of the Internet give each individual Internet user an immense and unprecedented reach to propagate ITN messages and tell our business story. Because of that power we must take special care to maintain the clarity, consistency and integrity of ITNs corporate image and posture. Certain terms in this policy should be clearly understood. INTERNATIONAL TRAVEL NETWORK includes our affiliates, subsidiaries, and branches. Document covers just about any kind of file that can be read on a computer screen as if it were a printed page, including the so-called HTML files read in a Internet browser, any file meant to be accessed by a word processing or desk-top publishing program or its viewer, or the files prepared for the Adobe Acrobat reader and other electronic publishing tools. Graphics includes photographs, pictures, animations, movies, or drawings. Display includes monitors, flat-panel active or passive matrix displays, monochrome LCDs projectors and televisions. All Internet users agree to abide by this policy as a condition of their status.
1.
INTERNATIONAL TRAVEL NETWORK has software and systems in place that can monitor and record all Internet usage. ITN wants you to be aware that our security systems are capable of recording (for each and every user) each World Wide Web site visit, each chat, newsgroup or email message, and each file transfer into and out of our internal networks, and ITN reserves the right to do so at any time. No agent should have any expectation of privacy as to his or her Internet usage. Our managers will review Internet activity and analyze usage patterns, and they may choose to use this data to assure that ITN Internet resources are devoted to maintaining the highest levels of productivity. INTERNATIONAL TRAVEL NETWORK reserves the right to inspect any and all files stored in private areas of our network in order to assure compliance with policy. The display of any kind of sexually explicit image or document on any ITN system is a violation of our policy on sexual harassment. In addition, sexually explicit material may not be archived, stored, distributed, edited, or recorded using our network or computing resources. ITN uses independently supplied software and data to identify inappropriate or sexually explicit Internet sites. ITN may block access from within its networks to all such sites that we know of. If you find yourself connected incidentally to a site that contains sexually explicit or offensive material, you must disconnect from that site immediately, regardless of whether that site had been previously deemed acceptable by any screening or rating program.
2.
3.
4.
5.
ITNs Internet facilities and computing resources must not be used knowingly to violate the laws and regulations of the United States or any other nation, or the laws and regulation of any state, city province, or other local jurisdiction in any material way. Use of any ITN resources for illegal activity is grounds for immediate dismissal, and we will cooperate with any legitimate law enforcement activity. Any software or files downloaded via the Internet into ITNs network become the property of INTERNATIONAL TRAVEL NETWORK. Any such files or software may be used only in ways that are consistent with their licenses or copyrights. No agent may use ITN facilities knowingly to download or distribute pirated software or data. No agent may use the ITN Internet facilities to deliberately propagate any virus, worm, Trojan horse, or trap door program code. No agent may use the ITN Internet facilities knowingly to disable or overload any computer system or network, or to circumvent any system intended to protect the privacy or security of another user. Each agent using the Internet facilities of INTERNATIONAL TRAVEL NETWORK shall identify himself or herself honestly, accurately and completely (including ones ITN affiliation and function where requested) when participating in chats or newsgroups, or when setting up accounts on outside computer systems. Only ITN officials are authorized to speak to the media, to analysts or the public gatherings on behalf of ITN. INTERNATIONAL TRAVEL NETWORK retains the copyright to any material posted to any forum, newsgroup, chat or World Wide Web page by any agent in the course of his or her duties. Agents are reminded that chats and newsgroups are public forums where it is inappropriate to reveal confidential INTERNATIONAL TRAVEL NETWORK information, customer data, trade secrets, and any other material covered by existing ITN secrecy policies and procedures. Agents releasing protected information via a newsgroup or chat-whether or not the release is inadvertentwill be subject to possible legal actions and/or termination. Use of ITN Internet access facilities to commit infractions such as misuse of ITN assets or resources, sexual harassment, unauthorized public speaking and misappropriation or theft of intellectual property are also prohibited by general ITN policy, and will be sanctioned under the relevant provisions of the personnel handbook.
6.
7. 8.
9.
10.
11.
12.
13.
14.
Conversation Monitoring Policy

ITN reserves the right to record and monitor all/any inbound and outbound phone conversations (Sales floor, Customer Support, Ticketing Department as well as all individual extensions and phone lines) that take place in the office for quality and training purposes. Please avoid using telephones for personal use, simply to keep your private information private.
Phone Systems
INTERNATIONAL TRAVEL NETWORK utilizes proprietary software and IT infrastructure solutions to provide our call centers with the latest telecommunications technology available. Our team of IT developers works on constant improvements and updates to insure complete adherence to the highest standards in the industry. The following information should help you perform routine tasks using your personal GRANDSTREAM BT-200 phone units. 1. Logging-in. To log-in, pick up the handset or press SPEAKER button and dial 026# then enter your 5-digit extension and press # after that enter you numeric password, which can be found on your access credential list and press # again. E.G. 026#22600#12345# 2. Status of the phone line. This function can be used for informative purposes only. To get the info, pick up and dial 022# Quality of sound test. To check the quality of voice transmission, dial 123# and speak. You will be able to hear your own voice, during the test. Level of volume. To increase or decrease the level of volume, pick up the handset or press SPEAKER and press or keys on the unit, until you reach the desired level. To change the ringing tone level, hang up and perform the same procedure. Logging-off. To log off from the line, pick up and dial 027#. You don't need to log-off from the phone line on a daily basis. Dialing phone numbers or extensions. To make a call, pick up and dial the number or a local ITN extension. Press # immediately after dialing a phone number or extension, in order to save at least 4 seconds of connection time. Answering incoming calls. Pick up or press the SPEAKER button if you are in headset mode. Putting on Hold. While in conversation, pressing the Hold button will put the remote end on hold. Pressing the Hold button again will release the previously Hold state and resume the bidirectional media. Call Waiting and Call Flashing. While you are in a conversation, you will hear a special stutter tone if there is another incoming call. You can press FLASH to put the current call party on hold automatically and switch to the other call. Pressing FLASH button toggles between two active calls. Call Transfer. To transfer a call during the conversation, press TRANSFER , dial the number and press SEND. Mute. When in conversation with an ACTIVE LINE, pressing MUTE/DEL will mute the conversation, that is, you can hear the other party but the other party cannot hear you. Pressing the button again will resume the conversation. 17 Copyright 2010 ITN Corporation. All content is subject to change with or without notice.
3.
4.
5.
6.
7. 8.
9.
10.
11.
12.
Call History. Pick up the handset or press the SPEAKER button, then press the CALLED/CALLERS button to browse thru the last 10 numbers dialed out. Once the desired number is identified and displayed on the LCD screen, press the SEND button and a new call to that displayed number will be sent out immediately. Conference Call. Your phone unit supports 3-way conference. Assuming that a party A and B are in conversation. A wants to bring C in a conference: 1. A presses the CONFERENCE button to get a dial tone and put B on hold 2. A dials Cs number then # key to make the call 3. If C answers the call, then A presses CONFERENCE button to bring B, C in the conference. 4. If C does not answer the call, A can press FLASH back to talk to B. NOTE: During the conference, if B or C drops the call, the remaining two parties can still talk. However, if A the conference initiator hangs up, all calls will be terminated.
13.
14.
Managing your Voice-Mailbox. To access you Voice-Mailbox pick up the handset or press SPEAKER button and dial 098# then enter your 5-digit extension and press # after that enter you numeric password, which can be found on your credentials list and press # again. E.G. 098#22600#12345# Follow the instructions. Press 0 to access your Voice-Mailbox Options menu, then 1 - to record your Unavailable Message or 2 - to record your Busy Message or 3 - to record your Name.
Strong Access Control Measures

INTERNATIONAL TRAVEL NETWORK places the highest priority on maintaining a clients information as confidential. ITN will not tolerate having a clients information misused. To insure that we are following applicable laws and regulations concerning the private financial and identification information or our clients, the following procedures will be enforced by INTERNATIONAL TRAVEL NETWORK: Agents cell phones will be turned off for the entirety of his/her shift. Other than the clients phone number and itinerary requests, absolutely NONE of the clients information will be written down on paper. Any scratch paper or note books containing confidential information, including customer request information, should be given it to a manager on duty to clear. The Manager will be responsible to shred all information.
Violation of these rules is extremely serious and will result in immediate disciplinary action, up to and including possible termination.
Under no circumstances will an agent be allowed to take client information out of the is office. Doing so will result in immediate termination and could subject the agent to civil and criminal liability.
Solicitation or Distribution of Literature

INTERNATIONAL TRAVEL NETWORK strictly prohibits both agents and others from soliciting and/or distributing literature on INTERNATIONAL TRAVEL NETWORK premises during business hours. INTERNATIONAL TRAVEL NETWORK has established specific policies on solicitation for agents: May neither engage in solicitation of any kind, nor allow themselves to be solicited while attending the office areas; May not distribute or post any kind of literature in office areas or on bulletin boards; or using the companys email or computer systems, and May be subject to immediate dismissal or corrective action if they violate the policies
Credit Card Handling Policy

All agents are required to advise the customers about ITN credit card policy and ask who the credit card holder is, If necessary advise the customer that further credit card verification will be required. 1. Agents must not collect any type of credit card information including the billing address or the CVV code form their clients. Agents must not write down any type of credit card information including the billing address or the CVV code in their notebooks, or scratch paper. Agents must not enter any type of credit card information including the billing address or the CVV code in the reservation system. It is strictly prohibited to print any type of clients documentation that contains sensitive credit card information including the billing address or the CVV code.
2.
3.
4.
Agents violating any of the above rules are subject to immediate termination. Credit card fraud is the act of using lost, stolen or inactive credit cards for financial gain. It is a felony and punishable by imprisonment. If detected that an agent has been part of any type of credit card fraud or has compromised the clients credit card information, ITN shall immediately terminate the agents contract and report the agent to the US and local authorities.
Non-Disclosure of Confidential Information

In the course of your business relationship with INTERNATIONAL TRAVEL NETWORK, you will have access to proprietary and other confidential information. Any information regarding the operations of INTERNATIONAL TRAVEL NETWORK is confidential. Because it is vital to the interest and success of INTERNATIONAL TRAVEL NETWORK that business information and trade secrets be protected, you will be asked, as a condition of your status, to sign a Confidential and Proprietary Information Agreement. Disclosure of confidential information concerning the operations of INTERNATIONAL TRAVEL NETWORK is strictly prohibited. Anyone found to have violated the NON-DISCLOSURE AGREEMENT will be subject to disciplinary action, up to and including termination. In addition, if INTERNATIONAL TRAVEL NETWORK discovers that a current or former agents has used its confidential and proprietary information to unfairly compete, it will take any necessary legal action against such agent to protect its confidential and proprietary information.
Non-Harassment and Discrimination Policy

INTERNATIONAL TRAVEL NETWORK strives to provide an environment that is pleasant, professional, and free from intimidation, hostility or other offenses which might interfere with agent's performance. Harassment or discrimination of any sort - verbal, physical, visual - will not be tolerated. ITN will not tolerate discrimination and/or harassment of its applicants, agents or staff, including, harassment based on pregnancy, childbirth, or related medical conditions, race, religious creed, color, national origin or ancestry, physical or mental disability, medical condition, marital status, age, sexual orientation, gender identity or any other basis protected by U.S. federal, state or local law, ordinance or regulation. All such harassment and discrimination is prohibited. This policy applies to all agents, supervisors, managers, consultants, contractors, applicants, vendors, clients and customers of the Company Harassment can take many forms. It may be, but is not limited to, words, signs, offensive jokes, cartoons, pictures, posters, e-mail jokes or statements, pranks, intimidation, physical assaults or contact, or violence. Harassment is not necessarily sexual in nature. It may also take the form of other vocal activity including derogatory statements not directed to the targeted individual but taking place within their hearing. Other prohibited conduct includes written material such as notes, photographs, cartoons, articles of a harassing or offensive nature, and taking retaliatory action against an agent for discussing or making a harassment complaint.
Responsibility
All agents and staff, regardless of their position(s), have a responsibility for keeping the office environment free of harassment and discrimination. Any agent or staff member, who becomes aware of an incident of harassment or discrimination, whether by witnessing the incident or being told of it, must report it to their immediate supervisor or the Management. When management becomes aware of the existence of harassment or discrimination, it is obligated by law to take prompt and appropriate action, whether or not the victim wants INTERNATIONAL TRAVEL NETWORK to do so.
Reporting
Any incidents of harassment or discrimination must be immediately reported to a direct supervisor or the Management. You should also include as much detail as possible, including the names of the individuals involved, what occurred, and the names of any witnesses. Upon receiving a report of harassment or discrimination, ITN will immediately undertake an effective, thorough and objective investigation of the allegations. The investigation will be conducted as confidentially as is reasonable under the circumstances. The person reporting the conduct will be notified when the investigation is concluded. If ITN determines that the harassment or discrimination policy has been violated, prompt, effective remedial action will be taken in accordance with the circumstances involved. Any agent or staff member determined by ITN to be responsible for discrimination or harassment will be subject to appropriate disciplinary action, up to and including termination. The Company will not retaliate against any agent or staff member for filing a good faith complaint, nor will it tolerate or permit retaliation by other trainees, agents, management or staff. The Company encourages all agents and staff to report any incidents of discrimination or harassment forbidden by this policy immediately so that complaints can be quickly and fairly resolved.
Dating Policy
INTERNATIONAL TRAVEL NETWORK is committed to provide an office environment as free as possible from conflicts of interest, exploitation, and favoritism. It is the policy of ITN that during shifts and at office locations, agents are expected to keep personal exchanges limited so that the others are not distracted or offended by such interactions. During lunches, smoking breaks and before/after attending hours, agents are not precluded from having appropriate personal relationships as long as their conversations and behaviors could in no way be perceived as offensive or uncomfortable to a third party.
Alcohol & Substance Abuse

INTERNATIONAL TRAVEL NETWORK prohibits at all times the unlawful manufacture, sale, distribution, use, dispensation, receipt, transportation or possession of illegal drugs or unauthorized control substances on the ITNs premises or while engaged in business for ITN off the premises. INTERNATIONAL TRAVEL NETWORK also prohibits the unauthorized use of alcoholic beverages on the premises. Further, it is a violation of INTERNATIONAL TRAVEL NETWORKS policy for anyone to engage in professional relationship with ITN or to report to work in any impaired or intoxicated condition or under the influence of alcohol, drugs, or illegal substances, including marijuana, even if the agent has a medical marijuana certificate. This policy applies to all contractors and staff of INTERNATIONAL TRAVEL NETWORK as well as to all consultants, vendors, and other individuals providing services to ITN at any time on the premises or while engaged in business for ITN. Agents may be required to submit to random drug and alcohol abuse screenings.
Acts of Negligence, Omission and GDS Abuse

It is extremely important to understand that you are solely responsible for your own actions (including, but not limited to) accuracy of information provided to the customer or entered into any Passenger Name Record (PNR), order or lead. All operations performed using Global Distribution Systems (GDS) should comply with professional standards set by ITN, ARC, IATA as well as Agency Debit/Credit Memo policies set by participating carriers. Any problems should be reported to supervisors immediately. Acts of negligence, omission and GDS abuse are covered by (but not limited to) the following policies: 1. Passenger Data. All PNR and order data (including, but not limited to itinerary, dates, names, special service requests and classes of service) should correspond with the information provided or requested by the customer via the phone, e-mail, requests, chats and authorization forms. No mistakes are permitted. 2. TSA Requirements. U.S. Transportation Security Administration (TSA) requires all agencies to hand off the following passenger data: Passenger Name exactly as it appears on the government issued identification (one used for the travel), Passenger Date of Birth (DOB), and Gender. THE TSA (TRANSPORTATION SECURITY ADMINISTRATION) REQUIRES US TO TRANSMIT INFORMATION COLLECTED FROM YOU. PROVIDING INFORMATION IS VOLUNTARY. HOWEVER, IF IT IS NOT PROVIDED, YOU MAY BE SUBJECT TO ADDITIONAL SCREENING OR DENIED TRANSPORT OR AUTHORIZATION. TSA MAY SHARE INFORMATION YOU PROVIDE WITH LAW ENFORCEMENT OR INTELLIGENCE AGENCIES OR OTHERS UNDER ITS RECORDS NOTICE. FOR MORE ON TSA PRIVACY POLICIES OR TO VIEW THE RECORDS NOTICE AND THE PRIVACY IMPACT ASSESSMENT, SEE TSAS WEB SITE AT WWW.TSA.GOV" 3. Canceling, Rebooking and Changing existing PNRs. No agent or trainee is permitted to make any cancellations or changes to Passenger Name Records, created or ticketed by other users of GDS. No agent or trainee is allowed to cancel or modify any of his/her PNRs after forwarding the corresponding orders to Ticketing Department, unless he/she receives an unambiguous permission from direct supervisors and (or) ITN Ticketing Department. Segments must be canceled and inventory released when a ticket has not been purchased in accordance with the fare rule. Canceled space for one passenger shall not be used for another customer even if that customer desires an identical itinerary. No passenger name changes are allowed. 4. Inventory churning. Canceling and re-booking the same itinerary more then once in the same or different classes of service across one or more PNRs or GDSs is prohibited. This type of "churning" is not permitted for any reason including, without limitation, to circumvent or extend ticketing time limits, to hold inventory, or to find a fare. 5. Duplicate bookings. All duplicate bookings generated by a single GDS subscriber are prohibited, including: a) Multiple itineraries, whether identical or not, for any number of passengers, with the same passenger name, for the same carrier. b) Reserving one or more seats on the same flight or different flights for the same time frame, regardless of the class of service or format used to make the reservations 22 Copyright 2010 ITN Corporation. All content is subject to change with or without notice.
Each agent should check for possible duplicate reservations in all pseudo cities used by ITN. 6. Fictitious bookings. Fraudulent, fictitious, test or speculative bookings are forbidden. These are defined as reservations where a booking is entered into a CRS regardless of input codes, using fictional or fabricated names, with no intent for travel and is not directly related to a request from a passenger to purchase a ticket. Additionally, creating such PNRs to hold or block reservations due to expected demand, customer indecision, or for any reason including, without limitation, to circumvent any fare rules or policies is not permitted. All reservations require a valid first and last name as provided by the passenger. Initials, in lieu of a first or last name, are not permitted. 7. Disposable segments. This policy prohibits the practice of booking any disposable segments, in order to validate the lower fare rules. Disposable segments are defined as segments which the customer did not request and does not intend to use. 8. Minimum Connection Time. No PNRs with invalid connections should be created. A connection is considered invalid if the minimum connection time requirements aren't met. 9. Multiple tickets, Airport Changes and Stops. If there is a need to ticket an itinerary utilizing separate PNRs, the customer should be informed about additional check-in/out and baggage transfer procedures. If any itinerary includes non-connected segments with airport changes, the customer/passenger must be informed about all the procedures associated with the airport change. Every agent must inform the customer about all the actual stops or aircraft changes, including change-of-gauge, and boarding points of any itinerary to be sold. 10. Hold Confirmation. All Passenger Name Records to be ticketed, should have HK status and * (asterisk) symbol for each itinerary segment booked. The asterisk symbol verifies carriers commitment to guarantee the availability of seats. Therefore, the absence of this symbol or HK status may result in denied boarding, loss of ticket value and other civil liabilities. 11. Service Fees. The customer should be aware of the total amount charged from his/her credit card or wired. In addition, if any service fee is disclosed, the customer should be informed (prior to authorization) about the amount of the fee and the fact that it is included in the Total. If the customer inquires about the nature of the fee, you must explain that this fee is charged by ITN for its services. You are not permitted to misrepresent the service fee or make any untruthful claims about its nature. 12. Authorization. You must seek the authorization of the credit card transaction from the credit card holder in order to finalize the purchase with ITN. Please understand that relatives or friends of the credit card holder have no right to authorize a charge on a third party credit card. 13. Fare Restrictions. Every agent or trainee must advise the customer on the fare restrictions at the time of the sale. If You choose to follow the most restrictive conditions of the fare, the following statement is required: THE FARE IS NON REFUNDABLE NON EXCHANGEABLE NON REROUTABLE AND NON TRANSFERABLE. The agent may follow the actual rules of the fare. In that case it is the agent's responsibility to accurately interpret the rules and modify the fare restrictions on the authorization form. Nevertheless, the agent must advise the customer on the fare restrictions. For Example: The fare is non refundable, non transferable, non reroutable; however, you may exchange the fare before the departure subject to $ 250 airline penalty, $ 200 ITN fee, and booking inventory availability. Please note that in case of fare increase, the fare difference must be collected as well prior to the exchange. Please read the fare restrictions on the authorization form and acknowledge it.
14. Visa Issues. Every agent or trainee must advise the customer on the fare restrictions and visa issues. Many customers do not pay necessary attention to fare restrictions and visa issues. As a result, some of our customers are denied boarding due to these issues, and some of them lose the value of their tickets because they assume that they can refund the tickets if they do not use them. Since there is not much we can do in situations like this, many customers dispute the charges on their credit cards to recover the money they invested in the tickets. It is extremely difficult and sometimes even costly to fight the credit card companies. In addition, every charge-back affects our credit history and subsequently increases the credit card fees we pay for every credit card transaction. That is why it is your responsibility to communicate to the customer about the fare restrictions and visa issues at the time of purchase. The agent must read the following statement to the customer at the time of purchase: I WOULD LIKE TO ADVISE YOU THAT SOME COUNTRIES MAY REQUIRE A VISA OR A TRANSIT VISA. IT IS YOUR RESPONSIBILITY TO MAKE SURE YOU HAVE ALL NECESSARY DOCUMENTS AT CHECK-IN. PLEASE VERIFY THE VISA REQUIREMENTS FOR YOUR DESTINATION AS WELL AS ALL YOUR STOPS WITH THE EMBASSY OF THE COUNTRY YOU ARE GOING TO VISIT OR TRANSIT THROUGH TO GET UP-TO-DATE REQUIREMENTS. In case of one way tickets, the agent must read the following statement to the customer: TRAVELING ON A ONE WAY TICKET MAY BE RESTRICTED. IT IS YOUR RESPONSIBILITY TO MAKE SURE YOU ARE ELIGIBLE. Please remember that any violation of the above policies may lead to disciplinary actions, penalties and termination. Any financial loss or damages caused to ITN's reputation in violation of these policies should be covered by the Agent or Trainee involved. If you have any questions, or problems related to these policies, please contact the Management.
Non-Compliance Penalties
1) The agent must state the name of the company and introduce himself/herself. It is very important to understand, that the products we sell are to be distributed by service-oriented professionals and licensed travel agents. Some of our products cannot be distributed online; large web based retailers such as Expedia or Orbitz sell only public fares. This means that millions of customers prefer to interact with professional travel agents in order to purchase travel products. In a service oriented industry we must ensure positive experience for all our customers in order to gain their future business as well as referral business based on their positive feedback and recommendations to their friends and family. The first step to do so is to engage yourself in a professional communication process with the client, by introducing the company and yourself. This lays groundwork for a beginning of a professional dialogue with your client. 2) The agent must obtain detailed information about the desired travel request as well as the contact information which includes the name of the client, phone numbers, and email address. You are a professional Travel Agent. Your time - time of a professional travel agent - is valuable. You are about to invest this time in conducting a full-scale, multi-system research for that client. In order to do so, you need to get as much detailed information about the trip as possible, as well as to make sure that in any event if you need to get a hold of the client, you have all the means necessary to do so. This establishes a professional level of respect between yourself and the client. If you, a professional, allow the client to disrespect your professionalism, your chances to make the sale are minimum. Please keep in mind, you are backed up by ITN. This means ITN's good reputation, experience, licensing and community standing is being put on the line for you. Some of the explanations to the asked questions: "Whether it's the first time they are calling ITN?" - Here, at ITN, we want to make sure that all agents have their fair chance of communicating with their clients. However, not all the agents are able to establish a good communication channel with their clients right away. Therefore, some clients may not write down names of the agents that they have spoken to. Sometimes, a client would want to do an internal price comparison. This will result in you wasting your time by working with another ITN agent's client, or getting into a conflicting situation. Some of you may think that in a conversation you will understand that this is in fact the first or not the first time. This is your subjective opinion, but there is no way you can know for sure. Therefore, we ask you to comply with our rules and in the beginning of your communication with the client, to inquire whether this is the first time they are calling ITN. "Discount ID" or "Promotional Code" If the customer does not have a discount ID, the agent must ask for the Promotional code and enter it into the back office, but if the customer has the discount ID or promotional code then the agent has no right to create a new one. Discount ID or Promotional code is a useful feature to you as an agent, as well as to ITN, as it is helping us to identify the add source that was used to generate that client's request. Non compliance to this rule is considered a serious violation of our procedures resulting to increased advertising cost. Our goal is to provide a sufficient number of phone leads to all our agents at a reasonable cost.
"Name (First/Last)" "Phone (cell/land)" "Email" It's very important to understand that for providing a better service the agent must obtain all possible contact information from the customer, therefore the agent must not ask the customer in an ambiguous way: >> Give me please your phone number, or email, or you would prefer to stay on line >> Give me please any contact details >> I may take your phone number, or email, but it is better if you call back later, because cheapest booking class is not available yet >> I can email it for you (mentioned in passing) The above mentioned examples of getting information are inadmissible in application in practice. All the information taken from the customer is useful to ITN as well as for the agent to maintain a business dialogue with the customer. That is why the agent must not ask "either, or" questions, yet he/she has to confirm the number that is already on the screen. In case this number is not good, the agent is required to get the "best phone number to reach the customer back" (to keep in touch or in case of disconnect) and also to take the email (to send itinerary options). Even if the cheapest booking class is not available yet, the agent must take this information and register it. If a customer categorically refuses to give the contact info, the agent will not be penalized; nevertheless, the agent must ask for the contact information in a professional way. In case of noncompliance the agent will be penalized in the amount of $10 for an economy class request and $50 for a business class request per each violation, deducted from the gross profit generated. It is not necessary to ask these questions in a specific order but the agent must get the answers at the beginning of the conversation. These questions have to be asked in a professional and courteous manner, in a way that it would be logical to the client the reason for these questions. They also have to be asked in a practical manner as a part of your conversation with the client where you are gathering the necessary information for you to conduct a research. These are all necessary means of professional communication channel between an agent and a client. 3) The agent must enter the received information into the back-office: All the information collected from the client must be entered into the corresponding back-office fields, in real time - while you are on the phone. The information is an essential condition for high quality performance. In addition, the information must be entered in a correct way. If an agent does not understand the spelling of customer's name or email, it is better to ask it once again, to avoid any mistakes. When the agent spells the email wrong, or does not ask to repeat it again, the obtained email is entered into the back-office with wrong spelling. Any further communication does not reach the addressee, and as a result, the customer is lost for the company. If an agent collects the information, without entering it into the back-office, this information is useless to ITN, and therefore, will be treated as not collected at all. In case of non-compliance the agent will be penalized in the amount of $10 for an economy class request and $50 for a business class request per each violation, deducted from the gross profit generated.
4) Sending an email from ITN Mailbox: To avoid any misunderstanding, if an agent sends an itinerary to the customer from the ITNCORP.COM mailbox, and not via the back-office, he/she must enter the following email into the BCC field: copy.email@itncorp.com. This will connect that email to the back office. The agents are also required to use ITNCORP.COM mailbox and copy.email@itncorp.com if the addressee uses @comcast.net and @verizon.net email service providers. Please make sure to do that otherwise we are unable to track the proper communication and enforce you to comply with ITN`s policies. If the agent fails to comply with the above rule, it will be considered as not sending an email, thus being a violation. In case of non-compliance the agent will be penalized in the amount of $20 for an economy class request and $50 for a business class request per each violation, deducted from the gross profit generated. 5) At no time, an agent is allowed to deliberately disconnect, hang-up, or transfer the call to another agent without any determined reasons. A professional travel agent implies professional performance. Not every call is an easy sale. Some clients and some destinations may require more effort and time-invested-in research than others. However, your association with ITN requires you to invest an equal amount of time and professionalism into all requests. You should not find means or ways to "lose" a client that you might feel could be difficult. This damages our reputation and is preventing our pursuit of growth and progress. In case the agent deliberately "loses" a client - either by hanging up, transferring to another agent or a Queue, or transferring from the business class line to the economy class line, taking the phone number but never calling back - the agent will be penalized in the amount of $20 for an economy class and $50 for a business class violation of such a kind, deducted from the bonus net commission. 6) The agent must follow up on his/her promises: In case the agents promise to call back or send an email as soon as they find the fare, they must call back or send an email during this day, or specify when they are going to do this, for the customer not to consider himself/herself being abandoned or cheated. We would like you not to use these words "I'll call you back or send an email as soon as I find the fare" just for it to be. If the agent needs some time for a search, he/she has to indicate the time-frame within which he/she will be calling back or sending an email to the client, and to make sure that he/she indeed has fulfilled the promise within the specified time-frame. As well if the agent has promised to call back to the customer, but for the first time calling him, he is not available, the agent must repeat an attempt to reach him back. By not following through on the promise, the agent may damage the reputation of the company, and lose the client, as the clients will lose their trust in ITN. If the agent fails to follow through on any verbal or written promise, we will consider it as a client abandonment and in case of a continuous noncompliance the agent will be penalized in the amount of $20 for an economy class request and $50 for a business class request per each violation, deducted from the gross profit generated. 7) The agent must use the original lead to register the sale: If the customer has the discount ID or promotional code then the agent has no right to create a new one. The agent must use the original lead to register the sale. In case the caller is not in front of the computer or does not remember his/her discount ID, the agent is allowed to create new leads in the back-office. Please note that this is the only exception accepted, and in case the agent opted to create a new lead, the phone conversation will be monitored to determine whether the agent complied. In case of non-compliance the agent will be penalized in the amount of $50 per each violation, deducted from the gross profit generated.
8) The agent must follow professional norms of phone behavior: -We understand that every agent has his/her own tactics in communicating with clients; however, this tactics cannot break the levels of ethics and professionalism. -In case the agent has to discuss some urgent issues with his fellow agents or the supervisor, he/she must put the customer on hold. In case he/she does not follow up on this rule it may have a negative impact on customer's decision. The agent must not increase his/her voice when speaking to the customer and must remain calm at all times. The agent must not be arrogant, or aggressive in any way towards the customer. The agent will be penalized for non compliance in the amount of $50, deducted from the bonus net commission. 9) The agent must follow the schedule stipulated by the company: In order to monitor effectively the agent's attendance, the agent is required to login in the back-office and voip once commencing the shift. The attendance will be monitored. In case of not maintaining the agreed attendance by being absent or leaving early, the agent will be penalized in the amount of $50, for coming late the agent will be penalized in the amount of $25 per each violation, deducted from the gross profit generated. Every agent has an allowance of 1 sick day per month (without a doctor's note), otherwise a note from a doctor is required. A medical certificate will be required in case of longer periods of inability to perform contracted duties. The sales manager must be notified accordingly. The unused sick days can be accumulated throughout the year. 10) The agent must avoid cases with "HX" segments: If the agent is responsible for canceling the reservation on time, and does not do it, he/she will be penalized in the amount of $5 per each segment, deducted from the gross profit generated. 11) The agent must offer the possibility to book hotels and cars. In our effort to further improve the service we provide to our customers the agents must offer to each of our customers the possibility to book hotels and cars. Every agent must offer this possibility to every customer who is inquiring about a fare. In order to enforce this concept, your calls will be monitored and in case of non compliance the agent will be penalized in the amount of $25 deducted from the gross profit generated. You should use the following script: >> Will you need any hotel accommodation or car rental? In most cases the hotels and cars are cheaper when we bundle them together with the airline ticket. 12) The agent must advise the customer on the fare restrictions and visa issues. Many customers do not pay necessary attention to fare restrictions and visa issues. As a result, some of our customers are denied boarding due to visa issues, and some of them lose the value of their tickets because they assume that they can refund the tickets if they do not use them. Since there is not much we can do in situations like this, many customers dispute the charges on their credit cards to recover the money they invested in the tickets. It is extremely difficult and sometimes even costly to fight the credit card companies. In addition, every charge-back affects our credit history and subsequently increases the credit card fees we pay for every credit card transaction. That is why it is your responsibility to communicate to the customer about the fare restrictions and visa issues at the time of purchase.
Fare restrictions
Every agent must advise the customer on the fare restrictions at the time of sale. If the agent chooses to follow the most restrictive conditions of the fare, the following statement is required: The fare is non refundable, non exchangeable, non reroutable, and non transferable. The agent may follow the actual rules of the fare. In that case it is the agent's responsibility to accurately interpret the rules and modify the fare restrictions on the authorization form. Nevertheless, the agent must advise the customer on the fare restrictions. >> Example: The fare is non refundable, non transferable, non reroutable; however, you may exchange the fare before the departure subject to $ 250 airline penalty, $ 200 ITN fee, and booking inventory availability. Please note that in case of fare increase, the fare difference must be collected as well prior to the exchange. Please read the fare restrictions on the authorization form and acknowledge it.
Visa issues
The agent must read the following statement to the customer at the time of purchase: >> I would like to advise you that some countries may require a visa or a transit visa. It is your responsibility to make sure you have all necessary documents at check in. Please verify the visa requirements for your destination as well as all your stops with the embassy of the country you are going to visit or transit through to get the up-to-date requirements. In case of one way tickets, the agent must read the following statement to the customer: >> Traveling on a one way ticket may be restricted. It is your responsibility to make sure you are eligible. In case of non compliance with the above policy the agent will be penalized in the amount of $25 deducted from the gross profit generated. In addition, any loss resulting from non compliance of the above policy will be covered completely by the agent. 13) The agent must inform the customers about the details of their itineraries: All agents are required to disclose the actual corporate identity of operating carriers. All the actual aircraft changes must be disclosed as well. This information should be provided to the customer during the phone conversations, prior to booking, whenever either party refers to any code-share or change-of-gauge flight(s). Each of the following procedures is obligatory and must be followed every time an agent presents any flight options during the phone conversations, even if the customer does not intend to make a booking: a. Disclose the fact that a code-share flight is being offered. b. Identify the operating carrier by its corporate name. c. Identify any other brand name under which the flight service is provided to the public. A failure to comply with any of the above requirements will be followed by penalties. Change-of-gauge is defined as any aircraft change within a single flight number. All the agents will be required to mark such sales as ones that include change-of-gauge flights. As a result of this indication, the following statement will be added to the customer correspondence: 29 Copyright 2010 ITN Corporation. All content is subject to change with or without notice.
Notice: Change of Aircraft Required For at least one of your flights, you must change aircraft en route even though your ticket may show only one flight number and have only one coupon for that flight. Further, in the case of some travel, one of your flights may not be identified at the airport by the number on your ticket, or it may be identified by other flight numbers in addition to the one on your ticket. At your request, the seller of this ticket will give you details of your change of aircraft, such as where it will occur and what aircraft types are involved. In case of non-compliance the agent will be penalized in the amount of $25 per each violation, deducted from the gross profit generated. 14) The agent must handle all email quote requests in full professional compliance with the rules. Here are the simple steps that should be followed whenever you receive a quote request via e-mail: a) Register each customer's request in Back office under a New Lead register Discount ID if available register e-mail address (always available) and phone (if available) register customer's name (if available)
All the information available from the e-mail request should be entered into the Lead. b) Contact the customer the same day: via the phone (if the number is available) and via e-mail. c) Send an itinerary offer to the customers, even in case of no-reply from them. In case if you need to forward the itinerary from your ITNCORP.COM mailbox, you must add the following BCC field data: copy.email@itncorp.com.
d) Follow up on the customer the most professional way: Consult with your supervisors on the itineraries you are going to offer to your customers Offer various options with multiple itineraries and price quotes Offer additional travel arrangements: TP, hotel, car rent, etc. to accommodate all possible travel needs
Remember, on one hand: every customer is interested in making a purchase (otherwise he/she wouldn't have submitted a request in the first place) on the other: It's in your best interest to convince the customer that your product is superior, by demonstrating the quality of your service. Therefore, it's important to contact the customers as soon as possible, using both means of communication (email and phone) before they lose interest or divert it towards our competitors.
If you are determined to succeed, it is always better to contact the customer LIVE via the phone, in order to obtain all the necessary information on their travel needs. In case of non-compliance the agent will be penalized according the rules 1 - 13.
15) The agent must never send unprofessional email correspondence to mass-email addresses: You are a professional Travel Agent and we expect a professional attitude towards your duties and fellow agents. Do not go beyond professional communication; exclude the jokes and personal comments etc. Agents initiating or participating in any inappropriate e-mail conversations will be penalized in the amount of $25 deducted from the bonus net commission. 16) The agents must not commit acts of fraud by claiming commissions for sales made by other agents: The commission scheme in place rewards agents for greater individual performance by awarding sales volume bonuses and increased commissions. These incentives are meant to reward agents for their individual performance and under no circumstances are to reward team efforts of certain agents. In order to avoid such cases the Compliance Department will monitor the conversations and sales to determine whether the true owner of the sale registered the sale as well. This monitoring will not be limited only to split sales; the Compliance Department will monitor all registered sales on random basis. In case of any violation, both agents involved will be penalized in the amount of $100 per violation deducted from the bonus net commission. In addition, the disputed sales are subject to 0% commission for the agents and the agents involved are not entitled to any sales volume bonuses for that month. In case of repetitive violation, the agents are subject to termination. 17) The agent must inform the credit card holder about the total amount to be charged or wired: It is very important to understand, that the agents must be straightforward with our customers about the amounts and purposes of fees. No matter whether the service fee is or is not disclosed on the authorization form, the agent must let the credit card holder know the total amount and specify that this amount includes all the taxes and fees charged by ITN. In addition, if the fee is disclosed, it must be clear in the conversation that the customer will be charged a service fee that is already included in the total amount. If the customer inquires about the nature of this fee, the agent must explain that the fee is charged by ITN for its services. Under no circumstances, the agent is permitted to misrepresent the service fee or make any unsubstantiated claims about its nature. E.G. the agent can not claim that the service fees represent airline or government taxes, fees, fuel surcharges etc. Any amounts charged back as a result of violation of the above rule will be covered by the agent. The agent must seek the authorization of the credit card transaction from the credit card holder in order to finalize the purchase with ITN. Please understand that relatives or friends of the credit card holder have no right to authorize a charge on a third party credit card. The agent is fully responsible for any charge backs caused as a result of violating these rules. 18) The Lowest Fare Guarantee: The following text appears whenever the customer views "The Lowest Fare Guarantee" conditions on our website: "We are so sure that our bulk private fares are unbeatable that we will give you a Low Fare Guarantee! As long as you call us within 24 hours from the purchase of your ticket and you provide us with a copy of the itinerary form any of our competitors which will include identical itinerary, including the fare basis and fare calculation information, we will match the price and send you $ 50 voucher to use toward your next purchase of any bulk private fares."
ITN will match any private fare, if the customer submits an identical competitor quote (including matching booking inventory, fare basis and fare calculation) within 24 hours of the purchase. In this case ITN will pay the customer the fare difference in cash immediately. The agents commission will not be affected. In addition, the customer will receive a $50 voucher for his next purchase of any bulk private fares with ITN. The agents can promote this offer to their clients and inform them that ITN has a matching policy in place for all private fares. Please keep in mind, that by assessing the penalties, we seek to achieve our only goal which is to have the agents comply with ITN rules. It is merely a negative reinforcement that under no circumstances intends to generate extra revenue from agent's mistakes. We hope to grow together ITN into the best one-stop travel resource on the market. Please feel free to communicate with our department if you have any questions at compliance@itncorp.com A copy of the latest version of Compliance Rules can be viewed by visiting: https://adm.asaptickets.com/complianceRules.php
Gross Profit Split Rules

During initial conversation, each agent is required to ask the customer if its his/her first call to ITN. If the customer mentions that he spoke to some other agent, you are required to determine who that person was by asking the customer. If the original agent is mentioned at any point during the conversation, you are required to transfer the call to that agent. If a call was transferred to a wrong extension, it should not be considered as a transferred call at all.
Specific Situations
CASE 1. If the customer tells you that he spoke to another agent, a call must be transferred to that original agent under any circumstances. If the call comes back: (I) If there's a reservation (active or canceled), made less than 3 days ago, and the agent sells the ticket, the split should be 50/50% of the entire gross profit, regardless if more passengers had been added to the reservation during this call. (II) If there's no reservation, or a reservation is older than 3 days, and the agent sells the ticket, 100% goes to the one who sold it. (III) If there is an active reservation made more than 3 days ago, and the agent has valid evidence, suggesting that he/she has been working with this reservation within the past three days (Apollo time stamps are accepted as the only valid evidence), it will be a 50/50 split of the entire gross profit. If the agent fails to provide any valid evidence suggesting his/her involvement with the reservation within the past 3 days, he/she will not have the right to claim the split. CASE 2. If a customer tells that it is the first time he/she calls (not mentioning any agents) and at the time of booking the agent finds duplicate reservations in Apollo under customers name (when it's obvious that it's the same passenger and the same flight):
(I) If the reservation was made more than 3 days ago, and canceled, then the agent can deal with the customer, sell the ticket and get 100%. If the reservation is active, then the qualifications described in CASE 1 (III) apply. (II) If the reservation was made less than 3 days ago (active or canceled) an agent must contact the original agent via the phone instantly. (a) If the original agent is available, an agent must provide all the information to the original one, and must let him deal with the customer, and close the sale. (b) If the original agent doesn't pick up, the other agent must leave him/her a voice message, and inform about this situation (mentioning name of the passenger and flight details), and should help the customer out, close the sale and split it 50/50. If the original agent gets in touch with this agent before the Authorization Form is sent out, then the agent is required to provide him/her with all the details and let the original agent deal with the customer. NOTE: All agents are required to make every effort to ask for last name while dealing with customers. And CASE 2 (II) applies ONLY in situations when the customer refused to provide his/her last name until the final moment, before booking the ticket. If the agent finds a duplicate reservation during the initial conversations, the customer should be informed about this, and the call has to be transferred to the original agent immediately. Also, agents are not permitted to abuse the fact that they can deal with the customer as described in CASE 2 (II). I.E; they cannot claim that theyve sent the Authorization Form, when they actually havent, at the moment when the original agent gets in touch with them. If any agent is found to be abusing this, he will be penalized. CASE 3. If a customer tells that he/she spoke to another agent, but doesn't remember the name, the agent needs to take the last name and check for reservations. Also he/she needs to ask for discount ID (in case the customer used this ID, the agent can see the name of the previous agent). (a) if there's no reservation, or no information about the previous agent is available from the Discount ID, then the agent can deal with the customer, and get 100%, if the ticket is sold; (b) If the reservation has been made less than 3 days prior to the call (be it active or canceled), or the agent can view the name of the previous agent from the Discount ID, the call has to be transferred to the original agent. If the call comes back, the agent will process the sale and split it 50/50. (c) If the reservation has been made more than 3 days prior to the call, then there's no need for a transfer. If an agent sells a disputed sale, he must: (1) Put a split remark in the PNR. (2) Put a split remark in Back Office. (3) Send an email with the PNR and split ratio to Supervisors from both offices involved in the split, to original agent, Compliance Department and Bookkeeping Department. NOTES: Every agent has to check for reservations in two pseudo-cities: 1A2T and 1O3K. Every agent has to check all PNRs using last name of the passenger, and check those PNRs, that look similar. Every original agent must indicate the price he offered for the option, in a remark. 33 Copyright 2010 ITN Corporation. All content is subject to change with or without notice.
If an agent doesnt transfer the call to the original agent, mentioned by the customer, that agent is subject to a penalty, equal to 200% of gross profit generated by the disputed sale. Whenever the customers do not provide correct names or mix the middle names with their last names or first names, and it is obvious from the itinerary, or telephone number that it is the same customer, then the agents will share the commission. However, this rule does not apply if the second agent misspells the name of the passenger. In other words, if a PNR already exists with correct names of the passengers, and another agent creates a new PNR with misspelled names, this agent cannot claim any commission from this sale. Hence its extremely important to check every PNR that is similar to the one you are creating. Ambiguous cases, which may not be fully covered by the rules, may be subject to additional investigation by Compliance Department, who will have the final word. However, Compliance will not interfere in the majority of cases, which will be settled according to the rules.
Termination
INTERNATIONAL TRAVEL NETWORK requests that you give at least two (2) weeks notice in the event of your resignation.
Exit Interviews
At termination, INTERNATIONAL TRAVEL NETWORK'S management may request an exit interview to discuss your reasons for leaving and any other impressions that you may have. Your insights are extremely helpful. Every attempt will be made to keep all information confidential.
Return of INTERNATIONAL TRAVEL NETWORKS Property

Any property provided to you, such as computer equipment, phone/audio equipment, furniture, keys, electronic key cards is the property of INTERNATIONAL TRAVEL NETWORK and must be returned at the time of your termination. You will be responsible for any lost or damaged items. Agents e-mail account(s) will be closed. The following guidelines should be followed by all agents
Closing Statement
The Management of INTERNATIONAL TRAVEL NETWORK thanks you for taking the time to thoroughly read our Agents Handbook. The Management expects everyone to abide and follow the policies as set forth and described. However all agents are encouraged to bring forward their suggestions and good ideas about how INTERNATIONAL TRAVEL NETWORK can be made better and our services to our clients enhanced. When you see an opportunity for improvement, please talk it over with your supervisor. They can help you bring your idea to the attention of the people in INTERNATIONAL TRAVEL NETWORK who will be responsible for possibly implementing it. All suggestions are valued and will be listened to. Sincerely, INTERNATIONAL TRAVEL NETWORK'S Management Team.
Compliance Agreement With International Travel Network

I, _________________________________________, agree to abide by any and all policies and procedures of INTERNATIONAL TRAVEL NETWORK when engaging in communication with clients in person, verbally, over the phone, or via the Internet. I am aware that if I am found to be in violation at any time, for any reason, of any of these terms, I am subject to immediate disciplinary action including penalties and termination. I acknowledge that my signature on this agreement serves as my first and only warning to be compliant at all times. ****IF I AM FOUND TO HAVE COMMITTED AN ACT OF GROSS MISCONDUCT, I AM AWARE THAT I WILL BE IMMEDIATELY TERMINATED****
Agent: __________________________________ Date: _____________
Manager: ________________________________Date: _____________
Receipt and Acknowledgment of International Travel Network's Agent's Handbook

Please read the following statements, sign below and return to Management. Acknowledgment and Receipt of Agents Handbook I have received and read a copy of INTERNATIONAL TRAVEL NETWORKS Agents Handbook. I understand that the policies and benefits described in it are subject to change at the sole discretion of INTERNATIONAL TRAVEL NETWORK at any time, at the companys sole discretion. I agree to treat all contents of this handbook in accordance with NON-DISCLOSURE AGREEMENT. I agree not to make any copies of this Handbook or any information contained in it. I agree to return this Handbook to ITN upon termination.
__________________________ Agents Printed Name
__________________________ Agents Signature
_______________________________ Date
__________________________ Home Phone Number
_______________________________ Alternate Phone Number

Handbook

Caricato da

Informazioni sul documento

Copyright

Formati disponibili

Condividi questo documento

Condividi o incorpora il documento

Opzioni di condivisione

Hai trovato utile questo documento?

Questo contenuto è inappropriato?

Copyright:

Formati disponibili

Handbook

Caricato da

Copyright:

Formati disponibili

INTERNATIONAL TRAVEL NETWORK TRAINING PROGRAM IN ISRAEL TEL AVIV, 2 BEIT HILEL STR. T. 972-3-6244377 F.

Welcome to International Travel Network

We extend to you our personal best wishes for your success!

INTERNATIONAL TRAVEL NETWORK'S Management Team.

What You Can Expect From International Travel Network

What International Travel Network Expects From You

Immigration Law Compliance

Teamwork and Service to The Client

Guidelines for Conduct

Attendance and Absenteeism Policy

Smoking Break and Lunch Break Policy

Reporting Safety and Health Issues

Use of Computer Network and Equipment

Conversation Monitoring Policy

Strong Access Control Measures

Solicitation or Distribution of Literature

Credit Card Handling Policy

Non-Disclosure of Confidential Information

Non-Harassment and Discrimination Policy

Alcohol & Substance Abuse

Acts of Negligence, Omission and GDS Abuse

Gross Profit Split Rules

Return of INTERNATIONAL TRAVEL NETWORKS Property

Compliance Agreement With International Travel Network

Agent: __________________________________ Date: _____________

Manager: ________________________________Date: _____________

Receipt and Acknowledgment of International Travel Network's Agent's Handbook

__________________________ Agents Printed Name

__________________________ Agents Signature

__________________________ Home Phone Number

_______________________________ Alternate Phone Number

Potrebbero piacerti anche

Agent: ______________________ Date: _

Manager: ____________________Date: _