Special Item Number (SIN) 561510

 Travel Agent Services

1

B.5.2 SIN 561510 TRAVEL AGENT SERVICES 

Effective upon issuance of Refresh 24, the Industrial Funding Fee (IFF) for Transaction B (Lodging and/or 

Car Rental Reservations) will change from $1.50 to 0.75% of sales. IFF for Transaction A (Air and/or Rail 

Ticket with or without Lodging and/or Car Rental Reservations) will remain at $3.10. 

Effective upon issuance of Refresh 24 until 11:59 PM EST on December 31, 2019, all reportable sales for 

Transaction B shall be reported under SIN Ancillary. Transaction A shall continue to be reported under 

SIN 561510.

If submitting a new eOffer, please refer to the Price Proposal Template (PPT) and Commercial Sales 

Practice (CSP) attachments. For contract support items such as delivery fees, emergency or after hour 

services, VIP TMC services, etc., please refer to the Price Proposal Template (PPT) for SIN Ancillary. 

The Service Contract Act applies to SIN 561510 and each individual task order must contain an applicable 

wage determination in accordance with the Service Contract Act. Additionally, please note that the terms 

“Travel Management Centers (TMCs)” and “Commercial Travel Offices (CTOs)” are interchangeable.

B.5.2.1 PRICING SCHEDULE

For services proposed at the task order level under SIN 561510 that are based on other than a per 

transaction model (e.g. management service fee), the Contractor shall:

a. Provide a description explaining what the alternative pricing model encompasses (i.e. 

associated services), how it will be assessed, and the associated costs for those services on a 

fixed periodic payment basis and frequency of payment. 

b. Cross-walk the alternate pricing model back to the prices awarded under Schedule SIN 

561599, 561510, New, and Ancillary to ordering agencies and GSA. 

c. Please note that the Industrial Funding Fee is $3.10 for each instance involving an 

airline/rail transaction (e.g. Transaction A). If an alternative pricing model is offered and 

incorporates airline/rail transactions (e.g. Transaction A), these transactions and IFF (e.g. 

$3.10 per airline/rail transaction) shall be reported under SIN 561510. In other words, a 

proposal based on other than per transaction model (e.g., management fee or another 

alternative pricing model) must be converted to a per transaction model for IFF purposes, 

disclosed to the ordering agency, and reported in accordance with the GSAM 552.238-74, 

Industrial Funding Fee and Sales Reporting. All other products/services under any Schedule 

SIN, unless otherwise specified in writing by the GSA Schedule Contracting Officer, shall 

remain at 0.75%.

The Contractor must report the quarterly number of transactions via the Vendor Support Center at 

www.vsc.gsa.gov. If there are no transactions for the report period, the Contractor must still report 

zero transactions.
Special Item Number (SIN) 561510

 Travel Agent Services

2

B.5.2.2 DEFINITIONS:

48 Hour Cancellation Rule: Beginning October 1, 2012, the City Pair Program (CPP) contracts include 

the 48 hour auto cancellation rule, which gives airlines the discretion to cancel domestic CPP 

reservations (YCA and _CA) that are not ticketed 48 hours prior to departure. Note: All CPP contract 

fares remain fully refundable and are not subject to change fees. The rule does not impact those 

benefits.

Accommodated TMC (ATMC): Under the ETS program, an Accommodated TMC is a Travel 

Management Center (TMC) or Commercial Travel Office (CTO) that is under contract directly through 

the Schedule. The ATMC works closely with the E-Gov Travel Services (ETS) or Defense Travel System 

(DTS) contractor to provide a full range of travel services as described within the customer agency 

task order.

Airline Reporting Corporation (ARC): An airline-owned company serving the travel industry with 

financial services, data products and services, ticket distribution, and settlement in United States, 

Puerto Rico and the U.S. Virgin Islands.

Blanket or Open Travel Authorization: Written approval to travel on official business for a given period 

of time, normally 1-year.

Centrally Billed Account (CBA): A travel card/account established by the SmartPay® contractor at the 

request of the agency/organization. These may be card/cardless accounts. Payments are made directly 

to the SmartPay® contractor by the agency/organization.

Churning: The excessive changing, rebooking, and canceling of the same itinerary in the same 

Passenger Name Record (PNR) in order to hold the reservation.

City Pair Program: GSA’s procurement program for air passenger transportation services. The GSA 

travel card or Government Transportation Request (GTR) is the only form of payment accepted under 

the City Pair Program.

Common Carrier: Types of common carrier authorized – airline, train, ship, bus, or other transit 

system. The basic requirements for using common carrier transportation fall into three categories: a.) 

Using contract carriers, when available and if government agency is a mandatory user of GSA’s city -

pair program. b.) Using coach class service, unless other than coach class is authorized. c.) Mandatory 

use of U.S. Flag Carrier (or ship) service for air or ship passenger transportation.

Contract Fare: The Federal Government awarded airfares as it pertains to the City Pair Program 

Contract. Contract fares include Unrestricted (YCA), Capacity Controlled (_CA) Contract Business (_CB) 

fares.

CONUS: Within the 48 contiguous States and the District of Columbia.

CORE HOURS: Monday through Friday, 7:00 a.m. through 10:00 p.m., U.S. Eastern time, without 

supplementary costs to the Government
Special Item Number (SIN) 561510

 Travel Agent Services

3

Debit Memo: Any written or electronically transmitted request from a carrier to a TMC for payment of 

any obligation arising under the ARC Agent Reporting Agreement, including penalties and fees charged 

including, but not limited to inaccurate reporting, prohibited booking practices, and ticketing in 

violation of applicable fare and tariff rules. Failure to pay a Debit Memo sent to it by a carrier may 

result in termination by the carrier of its appointment of the TMC as its agent, and withdrawal of its 

airline identification plate, effectively preventing the TMC from any further ticketing of reservations on 

the carrier.

DoD Preferred®: A commercial lodging program managed by the Defense Travel Management Office 

(DTMO) for Department of Defense (DoD) personnel on DoD official travel. Commercial lodging 

properties that are required to meet specific quality, safety and security requirements, and provides

amenities and traveler conveniences at no additional cost, with rates below per diem. Hotels in this 

section are displayed by rate, lowest to highest and are strategically sourced with only the number of 

properties needed by DoD to lodge personnel.

Defense Travel System (DTS): A fully integrated, automated, end-to-end travel management system 

that enables DoD travelers to create authorizations (TDY travel orders), prepare reservations, receive 

approvals, generate travel vouchers, and receive a split reimbursement between their bank accounts 

and the Government Travel Charge Card (GTCC) vendor. DTS operates at over 9,500 total sites 

worldwide. On average, DTS processes more than 25,000 transactions while approximately 100,000 

unique users access it on a daily basis.

Dual Fares: In certain markets, there are two awarded contract City Pair fares, including an 

unrestricted fare (YCA), and a capacity controlled fare (_CA) with the number of seats available as the 

only restriction. Use of either fare satisfies the requirement to use the contract carrier. [The blank 

before CA (_CA) refers to an alpha character variable that may be applied by various airlines.]

Duplicate Booking: Additional reservations (bookings – e.g., air, rail, lodging, rental vehicles) that 

cannot logically be used by the traveler that are similar or identical to another reservation for the 

same traveler contained in one or more PNR(s). Duplicate bookings (e.g., air, rail, lodging, rental 

vehicles) are subject to cancellation without notice by the affected supplier, GDS, or TMC and result in 

additional penalties and charges in the form of Debit Memos to the TMC by the affected carrier that 

then may become a financial obligation to the Federal agency or the traveler.

Embedded E-Gov Travel Service (ETS) TMC (ETMC): A TMC that is a subcontractor directly to an ETS

contractor in order to provide a full range of TMC services as described within the ETS Master Contract, 

and as specifically ordered through the customer agency ETS taskorder.

Emergency Travel Service: Emergency travel service provides reservation and ticketing support for 

travel needs meeting the following criteria: a) the call occurs before/after contract- defined established 

business hours and b) the travel will commence within the following 24 hours or the need to travel 

arises over the weekend or during a holiday for travel that will commence over the weekend or on the 

next business day, and the traveler cannot wait until the next business day to process reservations.

E-Gov Travel Service (ETS2): GSA's contracted cloud based service used by more than 80 federal 

agencies for travel booking and expense management. ETS2 is a dual award IDIQ for end-to-end travel, 

vouchering and reimbursement. 
Special Item Number (SIN) 561510

 Travel Agent Services

4

Explanatory Codes/Exception Codes: Codified explanatory notations recorded in the PNR that 

document, among other things, reasons for certain airline or hotel travel options selected by the 

federal traveler, including policy deviations. Also known as reason codes, certain required explanatory 

codes for the GSA City Pair Program are defined in Schedule posted FedBizOps attachment, Valid 

Exception Codes.

Fiscal Year: October 1 through September 30.

FedRooms®: FedRooms® provides Federal Travel Regulation (FTR)-compliant hotel rooms for federal 

government travelers while on official business. The FedRooms® contract is a designated Best In Class 

(BIC) solution per the Office of Management and Budget. BIC solutions are rigorously vetted, wellmanaged Government-wide solutions that help Government-wide efforts in optimizing spend under 

management. Agencies should utilize FedRooms® when booking lodging for official duty travel to take 

advantage of the benefits and protections.

Federal Travel Regulation (FTR): enumerates the travel and relocation policy for all Title 5 Executive 

Agency employees. Federal civilian employees and others authorized to travel at the government's 

expense must follow the policies defined in the Federal Travel Regulation (FTR). The FTR includes 

policies on: Temporary duty (TDY) travel allowances.

Fulfillment or Fulfillment Services: The manual and automated assisted steps a TMC must take 

between the time a reservation is made and the transaction is completed, including but not limited to 

performing policy management, providing quality assurance, completing all documentary 

requirements, issuing and delivering an electronic or paper ticket with a correct and complete travel 

itinerary, and performing ARC reporting. These processes support travel reservations made through 

ETS/DTS.

Global Distribution System: A computer reservation service/system (CRS), typically owned jointly by 

airlines or travel suppliers, that includes reservation databases for a large number of international 

airlines, rail carriers, lodging providers, rental car agencies, etc. GDSs are used by Travel Agencies to 

reserve worldwide travel accommodations for their customers.

Government Transportation Request (GTR): Standard Form 1169, the Government document used to 

buy transportation services. GTRs are issued and used only for officially authorized passenger 

transportation for the account of the United States. GTRs may be used to pay for international air 

travel. For domestic air travel, GTRs may be used under special circumstances and for travel related 

expenses. Special domestic circumstances are defined as acts of God emergency situations, and when 

purchasing a domestic ticket in the USA in conjunction with travel that originatedoverseas.

Government Travel Charge Card/ SmartPay®: The Travel and Transportation Reform Act of 1998 

(Public Law 105-264) mandates Federal Government cardholders to use the SmartPay® contractorissued travel charge card for official government travel expenses in accordance with FTR Section 301-

70.704. The GSA SmartPay® travel charge card (Visa or MasterCard branded) shall be used only for 

authorized official travel.

Individually Billed Account (IBA): A Government SmartPay® contractor-issued charge card issued to 

authorized employees to pay for official travel expenses for which the SmartPay® charge card 
Special Item Number (SIN) 561510

 Travel Agent Services

5

contractor bills the employee.

Industrial Funding Fee (IFF): The IFF reimburses the General Services Administration for the costs 

incurred in procuring and managing the Schedule.

International Air Transportation Association (IATA) Number: Number used to identify the travel 

agent.

Invitational Travel: Authorized travel of individuals either not employed or employed (under 5 U.S.C. 

5703) intermittently in the Government service as consultants or experts and paid on a daily whenactually-employed basis and for individuals serving without pay or at $1 a year when they are acting in 

a capacity that is directly related to, or in connection with, official activities of the Government. Travel 

allowances authorized for such persons are the same as those normally authorized for employees in 

connection with TDY.

Long Term Lodging (30+ nights) - Lodging accommodations for durations of 30 or more nights.

Lowest Fare: The lowest applicable fares compliant with FTR, contract City Pair Program (CPP) airfare 

usage and reporting requirements.

Management Information Service (MIS). A commercial service that aggregates and normalizes data 

from government travel service providers such as travel agencies/TMCs, government charge card 

vendors and ETS vendors to provide the information necessary to support the effective acquisition and 

management of government-wide travel contracts.

Non-Emergency After-Hours Service: Calls requesting travel services not meeting the definition of

emergency travel services that occur outside core service hours. Examples of non-emergency travel

service requests include, but are not limited to: a) requests for flight schedule information, b) 

transaction fee questions, c) requests for invoice copy, d) requests to update traveler profiles, e) 

requests to add frequent flyer information to reservation, and f) requests to change seat assignments

OCONUS: Outside of the 48 contiguous States and the District of Columbia.

Passenger Information: PNR locators, names, dates of service; ticket numbers; carrier/rental car 

company/hotel name & code; class of service; base fare/tax/total ticket amounts; departure and arrival 

airport codes by segment; origin and destination markers; reason codes; lowest available fares; ticket 

designator; user-defined ID fields, and car rental rate types. Contractors must delete all Personal 

Identifiable Information (PII) from all GSA reports (NOTE: PII must be deleted from GSA reports and

from the data transferred to GSA or GSA-designated third parties unless otherwise agreed to in writing 

by GSA. (See B.5.2.14 DATA TRANSFER/REPORTS for distinction between GSA reports and GSA data

transfer).

Passenger Name Record (PNR): A file in a Global Distribution System or Computerized Reservation 

System that contains all the pertinent information relating to a specific reservation.

Per Diem Allowance: A daily payment for lodging, meals, and related incidental expenses used instead 

of reimbursement for actual expenses.
Special Item Number (SIN) 561510

 Travel Agent Services

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Secure Flight: The Intelligence Reform and Terrorism Prevention Act of 2004 requires that the DHS 

conduct preflight comparisons of passengers to Government watch lists. DHS requires travelers to 

provide gender, date of birth, and passport or number as well as redress number, if applicable, for air 

and/ or rail reservations.

Special Publication 800-87 (SP 800-87): Provides agency organizational codes used under this 

schedule for reporting purposes. This standard data element may be used for the interchange of 

information on federal operations when that information is identified by organization. This publication 

is available athttp://csrc.nist.gov/publications/nistpubs/index.html

Strategic Meetings Management (SMM) - Is a disciplined approach to managing enterprise-wide 

meeting and event activities, processes, suppliers and data in order to achieve measurable business 

objectives that align with the organization's strategic goals/vision, and deliver value in the form of 

quantitative savings, risk mitigation and service quality.

Temporary Duty Travel (TDY): Travel at a place, away from an employee’s official duty station, where 

the employee is authorized to travel.

Transaction A - Air and/or Rail Ticket with or without Lodging and/or Car Rental Reservations: 

Transaction A fee applies for all arrangements and reservations related to one itinerary for which an air 

or rail ticket is issued (paper or electronic). The fee includes making and changing arrangements 

(air/rail, lodging, and/or car rental) for one or multiple locations. The fee may only be charged at time 

of ticket issuance and is not refundable if the travel is subsequently cancelled. The transaction fee 

covers tracking of unused tickets and the processing of refunds or credits for unused tickets. An 

additional transaction fee may be incurred if changes in the itinerary require the issuance of a new 

ticket. The contractor shall not charge a fee for cancellations made prior to issuance of tickets.

Research of travel arrangements, changes to existing arrangements, and air/rail reservations for 

which tickets are not generated shall not be considered as a Transaction A transaction.

Transaction B - Lodging and/or Car Rental Reservations: Transaction B fee applies for all arrangements 

and reservations related to one itinerary for which an air or rail ticket is not issued. The fee includes 

making and changing lodging and/or car rental arrangements for one or multiple locations when air or 

rail transportation is not included in the itinerary. Research of travel arrangements, changes to existing 

arrangements, and reservations that are cancelled prior to the check-in date shall not be considered as 

a Transaction B transaction. Transaction B fees shall be charged at the point the authorization is 

approved by the customer agency travel authorizing/approving official or his/her designee.

Transient Lodging (1-29 nights) - Includes rooms occupied by those with reservations at rack, 

corporate negotiated, package, government, or foreign traveler rates. Also includes rooms booked via 

third party websites (exception: simultaneous bookings of 10 or more rooms which should be defined 

as a group). Lodging accommodations to include short term and extended stays (typically more than 5 

consecutive nights) for durations of less than 30 nights.

Travel Authorization: Written approval to travel on official business.

Trip-by-Trip: Written approval to travel on official business on a trip-by-trip basis.
Special Item Number (SIN) 561510

 Travel Agent Services

7

Travel Management Center (TMC) or Commercial Travel Office (CTO): A company under contract with 

an agency to arrange travel services for Federal employees on official travel, including tickets and 

transportation, and reservation of accommodations.

VIP Travel Services: Specialized travel agency services provided by a TMC that do not include usual, 

customary, and ordinary TMC requirements and are performed by specifically designated travel 

counselors who provide enhanced travel reservation services to designated customer agency 

personnel. VIP travel services include specific duties and performance standards regarding 

responsiveness and unique areas of travel industry knowledge. These services may be offered under 

SIN Ancillary, Ancillary Supplies.

YCA Fare– The code used to designate unrestricted coach class contract fares for Government contract 

carriers. “CA” means “contract award.”

_CA Fare– A three-letter code used to identify capacity-controlled coach class contract fares for 

Government contract carriers. Such codes shall include the letters “_CA” as the last two characters.

_CB Fare– A three-letter code used to identify capacity-controlled Government contract business class 

fares.

B.5.2.3 DESCRIPTION OF WORK

The Contractor shall provide professional travel agent and related services to assist the Government 

and the ETS/DTS contractors in meeting its travel needs for various types of domestic and 

international travel (e.g., invitational, TDY, blanket, trip-by-trip). This may include, but is not limited 

to, the following:

Airline service Accounting service Arrangement

Booking Business services Car rental service

Commission follow-up Credit and refund services Delivery service

Destination services Documentation Emergency services Enroute services

Frequent traveler programs Fulfillment International services

Invoicing Itineraries Lodging service

Messaging Meeting services Integration

Onsite/offsite support Outsourcing Passport services Performance standards

Policy support Preferred supplier programs Profiles

Quality assurance/control Rail service Receipts

Reconciliation Reporting Reservations

Routing Support services Ticketing Training

Transportation services Traveler services Technology

Unused ticket accounting User support Visa services

Call center services Operational support

Typical tasks may include, but are not limited to:
Special Item Number (SIN) 561510

 Travel Agent Services

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a. Arrange and fulfill official travel for individuals and groups

b. Ensure travel services are booked with Government contract/agreementholders

c. Provide policy support

d. Reconcile centrally billed accounts

e. Provide management reports

f. Provide onsite travel agentservices

Note that work associated with ETS/DTS may require the schedule vendor to provide reports that 

include but are not limited to air/rail, car, and hotel data.

B.5.2.4 SCOPE & COMPLEXITY

The Contractor shall:

a. Provide a full range of services necessary to satisfy ordering agencies’ travel management 

requirements. The Government is seeking services that industry normally accords to its 

customers.

b. Be capable of providing services for ordering agencies with multiple organizational levels and 

geographic locations nationwide and/or worldwide as specified in the Scope of the Contract 

(Clause I-FSS-103).

c. Be capable of handling multiple task orderssimultaneously.

B.5.2.5 GENERAL REQUIREMENTS

The Contractor shall:

a. Provide travel agent services as negotiated and ordered by agencies and as specified herein. 

The Privacy Act and Service Contract Act apply to travel agentservices.

b. Ensure that Secure Flight Passenger data is captured in accordance with standard commercial 

practices.

c. Ensure that its company and staff maintain any generally required professional certification, 

accreditation, license, bond, and proficiency relative to their area of expertise. This includes, 

but is not limited to, adherence to a code of conduct through the Association of Retail Travel 

Agents or the American Society of Travel Agents, accreditation by supplier organizations such 

as Airline Reporting Corporation, compliance with State and local licensing requirements, if 

any, etc. The Contractor shall retain documentation of such records. The Government will not 

pay for expenses to meet thisrequirement.

d. Provide dedicated Government support similar to what is available to commercial clients.

e. Provide a toll-free or collect telephone number for both domestic and international 

customers.

f. Provide high-quality telephone and message handling maintaining a 70/30 level of service, 

which means that 70% of calls will be answered within 30 seconds orless.
Special Item Number (SIN) 561510

 Travel Agent Services

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g. Provide 24 hours x 7 days/week x 365 days/year service or as requested byagencies.

h. Have a method to make reservations when the GDS system is not operating and when 

reservations must be made on an airline that does not subscribe to aGDS.

i. Ensure that travelers have access to and are aware of all Government contract fares and 

Government preferred suppliers, subject to the restrictions noted below in subparagraph (7), 

City Pair Program (CPP) Requirements, and per diem rates (unless actual expenses are 

authorized). Fulfill travel requirements with all Government contract and preferredsuppliers.

j. Ensure delivery of services provided is in compliance with the Government’s travel 

regulations. This may include, but not be limited to, reservation, booking and fulfillment of 

travel services with mandatory programs (e.g., Airline City Pair Program, DoD Preferred 

lodging), preferred suppliers (e.g., FEDROOMS Best In Class lodging contract solution), car 

rental (Defense Travel Management Office (DTMO)), and agency-specific policies; and

processing credits and refunds for unused, partially used or exchanged tickets. The Federal 

Travel Regulation (FTR), Joint Travel Regulation (JTR)/Joint Federal Travel Regulation (JFTR) for 

DoD civilian and military members, Foreign Affairs Manual (FAM), and other applicable travel 

regulations, and related agency policies regulate the Federal travel process.

k. Provide a Quality Control Program (QCP), including automated and automation-assisted 

quality control processes, to ensure reservations are to the maximum extent possible correctly 

booked and documented at the point of sale, without re-contacting the traveler or the need for 

manual post-call (or post-booking) processing by agents. QCP shall ensure all PNRs are 

evaluated for accuracy, completeness, policy compliance, etc. To the maximum extent possible 

use of automated file finishing to minimize or eliminate the need for manual intervention in 

reservations fulfillment. QCP shall include tracking of unusedtickets.

l. Provide prompt reconciliation of centrally billed accounts. The Contractor shall reconcile 

centrally billed accounts within 5 business days of the receipt of travel card information, or 

within a timeframe mutually agreed upon at the task order level. The Contractor shall deliver 

to each customer agency a monthly commercial standard Charge Card Reconciliation Report to 

include sufficient transactional detail as necessary to properly associate charges with tracked 

expenses authorized by the Government.

m. Service Level Agreements (SLAs) may be proposed at the task order level to the extent the 

terms of such agreements do not conflict with the terms and conditions of this Schedule (see 

paragraph, Order of Precedence, of Clause 52.212-4) and can be used in conjunction with 

Performance Incentives. SLAs may be negotiated with ordering agencies.

n. An informational copy of all SLAs shall be provided to the GSA Contracting Officer at 1) 

onthego@gsa.gov and 2) travel.programs@gsa.gov, with the subject line: SLAs for task order 

XXX, contractor name and contract number, within 5 business days of execution.

o. Provide GSA with task order information for each ordering agency. The Contractor shall 

develop and maintain a current database of agencies/organizations serviced under this 
Special Item Number (SIN) 561510

 Travel Agent Services

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contract. The database shall include, the agency/organization task order number, est. dollar 

volume of the task order, the agency/organization name; the agency/organization point of 

contact; and the address; telephone/facsimile numbers and e-mail address (if available) for 

the point of contact. Within five (5) business days of a request from GSA, the Contractor shall 

provide a current report of the agency/organization programdata.

p. The Contractor shall provide a copy of all Task Orders and any subsequent modifications to 

GSA. After receipt of an awarded task order, the Contractor shall provide one complete 

electronic copy of the task order and its technical and price proposal and all subsequent 

modifications thereto, to the GSA Contracting Officer or his representative within 10 calendar 

days after execution. Copies should be emailed to 1) onthego@gsa.gov and 2) 

travel.programs@gsa.gov.

q. Provide Government agencies with standard commercial, contract management reports in

accordance with Section B.5.2.14 DATA TRANSFER/REPORTS as requested in task orders. This

includes, but is not limited to, pre- and post-trip reporting, travel booking analysis (e.g., air, 

hotel, car, other), policy compliance reporting, exception reporting, fare basis, top travel 

destinations/markets/vendors, reconciliation reports, unused tickets, class of service (e.g., 

first class) required by travel regulations.

r. Transfer data, as outlined in Section B.5.2.14 DATA TRANSFER/REPORTS, to GSA on a monthly 

basis. All transfer of data is at no cost to the Government. All data generated under this 

contract and associated task orders, and stored in contractor’s systems (such as back office 

systems), as well as data transferred to GSA is owned by the Government. The Contractor must 

provide GSA with data specified in this contract without requiring or seeking authorization at 

the task order level. Task orders do not supersede GSA’s rights under this contract.

s. Provide GSA and/or ordering agencies with reports within 15 days of request or at regularly 

defined intervals. All GSA Reporting is at no cost to the Government. All reports are owned by 

the Government. The Contractor must provide GSA with reports without requiring or seeking 

authorization at the task order level. Task orders do not supersede GSA’s rights under this 

contract. See B.5.2.14 DATA TRANSFER/REPORTS for submissionrequirements.

t. Unused Tickets: The Contractor shall redeem unused/partially used tickets (both e-tickets and 

paper tickets) issued by the Contractor on behalf of the ordering agency. This includes, but is 

not limited to, identifying unused tickets, completing necessary forms for their refund, 

submitting the claim to the carrier, receipt, accounting and reconciliation of the refund, and 

reporting such activity. Such services can be offered under SINAncillary.

u. Leisure Travel: The Contractor may offer services to plan and book leisure (personal) travel 

conducted in conjunction with official travel provided:

- Leisure travel services are provided at no cost to the Government, including any costs 

for development, maintenance, operation, customer support, etc.

- Travelers cannot book City-Pair or other Government-negotiated fares (which are not 

authorized for personal use) for leisure travel.
Special Item Number (SIN) 561510

 Travel Agent Services

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- A method for direct payment by the traveler is provided for personal travel. Travelers 

may book FEDROOMS lodging rates for leisure travel if the hotel approves.

v. Security Risk Management: The Contractor shall apply commercially accepted security risk 

management standards, processes, and frameworks that achieve the intent and objectives of 

Government Certification and Accreditation (C&A) requirements. This would be accomplished 

using a commercially accepted or a combination of commercially accepted frameworks that can 

be mapped back to achieve the same desired security outcomes found under FISMA, NIST, and 

GSA Policy. Specifically, security control objectives based on the NIST SP 800-53 Rev. 4 Control 

Families (i.e., Access Control, Awareness & Training, Audit & Accountability, Security 

Assessment & Authorization, Configuration Management, Contingency Planning, Identification 

& Authentication, Incident Response, Maintenance, Media Protection, Physical & 

Environmental Protection, Planning, Personnel Security, Risk Assessment, System & Service

Acquisition, System & Communication Protection, System & Information Integrity, Program 

Management) shall be met. The Contractor shall provide documented evidence of compliance 

and all applicable deliverables for the Contractor-defined equivalent commercial security 

standards, processes, and frameworks to the PMO upon request by the Government.

Ordering Agencies determine the applicability of the FISMA requirements to their 

procurement at the task order level.

Federal Information Security Management Act of 2002: This act provides a comprehensive 

framework for ensuring the effectiveness of information security controls over information 

resources that support Federal operations and assets. It also provides effective Government 

wide management and oversight of the related information security risks, including 

coordination of information security efforts throughout the civilian, national security, and law 

enforcement communities. The act also sets minimum controls required to protect Federal 

Information and information systems. It may be found at: 

https://csrc.nist.gov/Search?keywords=Federal%20Information%20Security%20Modernization

%20Act%20of%202014%20

NIST SP 800-53 Rev 4 can be found at:

https://www.nist.gov/publications/search?combine_1=NIST+SP+800-

53%2C+Rev+4&title=&field_publication_authors_value=&field_nist_pub_series_tid=All&field_

nist_org_tid=All&field_date_value%5Bmin%5D%5Bdate%5D=&field_date_value%5Bmax%5D%

5Bdate%5D=&field_report_number_value=&sort_by=field_date_value&sort_order=DESC&ite

ms_per_page=25

B.5.2.6 COMMISSIONS

In accordance with the industry practice of rebating commissions on international air travel, the 

Contractor shall rebate its airline commissions to the ordering agency to reduce in whole or in part the 

ordering agency’s costs for travel agent fees as negotiated in the task order.

B.5.2.7 E-GOV TRAVEL SERVICE REQUIREMENTS

In support of E-Gov as specified in agency task orders, the Contractor shall ensure that products/services 
Special Item Number (SIN) 561510

 Travel Agent Services

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provided to participating agencies complement and support the E-Gov Travel Service and its objectives in 

an efficient and cost-effective manner.

The objective of the ETS2 is to:

a. Consolidate travel processes at the Government-wide level;

b. Consolidate travel processes through the common Government-wide E-Gov TravelService

c. Consolidate data to enable leveraging the Government’s travel buying power;

d. Provide an integrated, web-based travel management environment that is customer-centric, 

self-service, and offers end-to-end travel services from travel planning, reservation and 

ticketing services through voucher approval and common data output for agency financial 

systems;

e. Facilitate and simplify the travel process for the Federal traveler, and improve customer 

service to the Federal traveler; and foster superior customer satisfaction; Accelerate 

reimbursement of travel expenses to the Federal traveler and to travel charge cardvendors;

f. Enable central travel management and make travel procedures configurable at the 

department, agency, and subordinate organization levels;

g. Minimize or eliminate the Government’s capital investment as well as Government-wide 

operational and maintenance costs;

h. Significantly reduce the cost of Federal travel management to achieve dramatic savings by 

avoiding unnecessary duplication of automation efforts by the various federal agencies;

i. Provide Government-wide consolidated and aggregated data to support world class travel 

management and afford greater visibility into Federal travel processes for continued 

management improvement and costsavings;

j. Leverage commercial and Government travel management best practices and adopt 

commercial standards and practices wherever possible;

k. Maximize the use of open architecture standards, as well as leverage industry standards and 

commercially available services and supportitems.

Work with and exchange data with the E-Gov Travel Service (ETS2) contractors as specified in the task 

order. This may include interfacing/integrating with the ETS2 provider by providing contact information, 

telephone numbers, file formats/sample PNRs, open branch access/pseudo city codes; participating in 

subcontractor/teaming agreements; participating in training and/or meetings; non-disclosure agreements; 

synchronization and security requirements; testing requirements; etc. Unless otherwise mutually agreed to 

between the ETS and contractors, ownership of the PNR shall reside with the ticketing entity. Each ETS 

contractor’s standards for accommodating non-ETS travel agent service providers are provided in the 

FedBizOps Attachment named “eGov Travel Service Standards”. 

The Contractor must state its understanding that its services, products and processes offered must 

complement the E-Gov Travel Service for all civilian agencies using the E-Gov Travel. If the Contractor is 

offering a booking engine in conjunction with its offered services, it must state its understanding that such 

a booking engine may only be offered to those agencies not participating in the ETS2 (in full or in part) 

and/or to those agencies not subject to the Federal Travel Regulation.

B.5.2.8 DEFENSE TRAVEL SYSTEM REQUIREMENTS (DTS)

While DoD is an authorized user of this schedule, DOD has traditionally contracted separately for 
Special Item Number (SIN) 561510

 Travel Agent Services

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TMC/CTO Services. In the event DoD uses this schedule, and in support of its travel system, DTS, the 

Contractor shall ensure that products/services provided to DoD customers complement and support the 

DTS and its objectives in an efficient and cost-effective manner as specified in any task order that may be 

issued for DoD travel services. Information pertaining to working with the DoD is available at the DTS 

webpage at: http://www.defensetravel.dod.mil/site/cto.cfm

B.5.2.9 CITY PAIR PROGRAM (CPP) REQUIREMENTS

The Contractor shall:

a. Ensure that city pair contract fares are booked unless a valid exception applies. Please see FedBizOPs 

Attachment named “Valid Exception Codes CPP”.

There are currently two types of City Pair coach class contract fares, both of which are fully refundable, 

with no penalties or change/cancellation fees attached:

Dual fare (_CA) – this fare is capacity controlled, but no other restrictions apply to this fare. When 

booking this fare, a simple override entry may be required to bypass ticketing requirements. A _CA 

fare should be used to the extent practical if it is available and meets the customer’s Government 

travel needs.

YCA fare – this fare is an unrestricted coach fare.

Beginning October 1, 2012, the City Pair Program (CPP) contracts include the 48 hour auto cancellation 

rule, which gives airlines the discretion to cancel domestic CPP reservations (YCA and _CA) that are not 

ticketed 48 hours prior to departure. Note: All CPP contract fares remain fully refundable and are not 

subject to change fees. The rule does not impact those benefits.

Though available only to military and Government personnel, DG fares are not contract fares. They are 

only to be quoted and/or used when one of the FTR exceptions to the use of contract fares is 

applicable.

Where no contract fare exists and common carriers furnish the same service at different fares 

between the same points for the same type of accommodations, the Contractor shall ensure travelers 

use the lowest available fare in accordance with the ordering agency’s policies unless the ordering 

agency determines that the use of higher cost service is more advantageous to the Government. This 

includes, but is not limited to a:

i. Combination of contract fares; or

ii. Combination of a contract fares and the lowest available fare

In addition, the Contractor shall ensure that fare rules are followed in accordance with the Airline 

Tariff Publishing Company tariffs or as contained in the carrier’s contract of carriage for domestic 

markets, and for international markets, in accordance with the Fly America Act and the International 

Air Transportation Association tariffs or as contained in the carrier’s contract of carriage where no 

contract fare exists.
Special Item Number (SIN) 561510

 Travel Agent Services

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b. Ensure that only authorized users of the CPP, as specified by the GSA, are given access to contract CityPair fares. This entails understanding the Government’s list of eligible/non- eligible entities (free 

training will be provided by the GSA on request—contact onthego@gsa.gov, subject: CPP Training).

c. Ensure that Government contractors are not provided access to contract City-Pair fares.

d. Ensure that when Government contractors need to travel for a Federal customer, that the travel is 

arranged using the proper form of payment and account numbering sequence that denotes no access 

to the CPP.

e. Ensure that reason codes stated as defined in the Schedule posted FedBizOps attachment, Valid 

Exception Codes; and in Government travel management systems such as ETS/DTS are captured for 

each air transaction.

f. Document and report City Pair usage/non-usage (see CPP REPORTS).

g. Provide information as to fare availability when dual fares (two coach class contract City- Pair fares) 

exist for a requested City Pair.

B.5.2.10 FLY AMERICA ACT REQUIREMENTS

The Contractor shall:

a. Ensure that travel is made in accordance with the Fly America Act. This Act requires Federal 

travelers to use a U.S. flag air carrier service for all air travel funded by the Government except 

when:

(i) Use of a foreign air carrier is determined to be a matter of necessity in accordance with 

Sec. 301-10.138 of the Federal Travel Regulation; or

(ii) The transportation is provided under a bilateral or multilateral air transportation 

agreement to which the United States Government and the government of a foreign 

country are parties, and which the Department of Transportation has determined meets 

the requirements of the Fly America Act; or

(iii) The traveler is an officer or employee of the Department of State, or USAID, and travel is 

paid with funds appropriated to one of these agencies, and travel is between two places 

outside the United States; or

(iv) No U.S. flag air carrier provides service on a particular leg of the route, in which case 

foreign air carrier service may be used, but only to or from the nearest interchange point 

on a usually traveled route to connect with U.S. flag air carrier service;or

(v) A U.S. flag air carrier involuntarily re-routes travel on a foreign air carrier;or

(vi) Service on a foreign air carrier would be three hours or less, and use of the U.S. flag air 

carrier would at least double the enroute travel time; or
Special Item Number (SIN) 561510

 Travel Agent Services

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(vii) When the costs of transportation are reimbursed in full by a third party, such as a foreign 

government, international agency, or other organization.

(viii) For travel between the US and another country:

(1) If a U.S. flag air carrier offers nonstop or direct service (no aircraft change) from the 

origin to destination, a U.S. flag air carrier service must be used unless such use would 

extend the travel time, including delay at origin, by 24 hours ormore

(2) If a U.S. flag air carrier does not offer nonstop or direct service (no aircraft change)

between the origin and destination, a U.S. flag air carrier must be used on every 

portion of the route where it provides service unless, when compared to using a 

foreign air carrier, such use would:

a. Increase the number of aircraft changes that the traveler must make outside of 

the U.S. by 2 or more; or

b. Extend the travel time by at least 6 hours or more; or

c. Require a connecting time of 4 hours or more at an overseas interchange point.

(ix) For travel solely outside the US, the traveler must always use a U.S. flag carrier for such 

travel, unless, when compared to using a foreign air carrier, such usewould:

a. Increase the number of aircraft changes you must make en route by 2 or more;or

b. Extend your travel time by 6 hours or more; or

c. Require a connecting time of 4 hours or more at an overseas interchange point

B.5.2.11 OPEN SKIES AGREEMENT REQUIREMENTS:

Under the United States-European Union Open Skies Agreement, community airlines have the right to 

transport passengers on scheduled and charter flights funded by the U.S. Government, when the 

transportation is between a point in the United States and any point in a Member State or between any 

two points outside the United States except when:

1. There is a city-pair contract fare in effect for air passenger transportation services,or

2. Transportation is obtained or funded by the Secretary of Defense or the Secretary of a military 

department.

A listing of the Member States as found in the U.S.-EU Open Skies Agreement may be accessed via the 

Department of State's Web site - https://www.state.gov/e/eb/rls/othr/ata/114866.htm

B.5.2.12 LODGING REQUIREMENTS

The Contractor must provide FedRooms® and DoD Preferred® properties and FedRooms® rates and DoD 

Preferred® rates for the traveler and book a FedRooms® property and DoD Preferred® property where 

available, using the XVU (FedRooms) and XVL (DoD Preferred) Global Distribution System (GDS) 
Special Item Number (SIN) 561510

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proprietary rate codes. A list of FedRooms® and DoD Preferred® properties can be sent to the Contractor 

monthly upon request.

Where FedRooms® and DoD Preferred® properties and or rates are not available; the Contractor shall 

endeavor to ensure access to reservations for quality lodging within allowable reimbursement limits. 

Travelers should always stay in a fire safe facility that meets the fire safety requirements of the Hotel and 

Motel Fire Safety Act of 1990, as amended (see 5 U.S.C. 5707a). If a FedRooms® and DoD Preferred® 

property is not available in the location to meet the traveler needs, the traveler’s designated travel 

management system must provide the traveler with a list of alternative facilities that meet the fire safe

requirements of the Act.

Training for travel agents on how to book a FedRooms® property can be found at www.fedrooms.com, 

under the “Travel Counselors” tab.

B.5.2.13 FIRE SAFETY ACT COMPLIANCE

Federal travelers are required to stay in facilities that meet the fire safety requirements of the Hotel and 

Motel Fire Safety Act of 1990, as amended (see 5 U.S.C. 5707a). Fire Safety Act approved facilities can be 

found - https://www.congress.gov/bill/101st-congress/house-bill/94

B.5.2.14 DATA TRANSFER/REPORTS

a. Data capture: The Contractor must capture the data elements, for domestic and international 

travel (transportation, lodging and car rental, reason codes for non-use of City Pair contracts), 

as defined in the Schedule posted FedBizOps attachment Data Elements. This list is not all 

inclusive and other data elements may be required by GSA or the ordering agency.

b. Data transfer: The Contractor shall provide a transfer of data with all the data elements in 

Attachment 3 (and any additional data elements requested). The data shall be provided in an 

electronic commercial format readable in Microsoft Excel (or other standard industry format 

specified by GSA). Data transfer will be done over SFTP connection unless another method is 

agreed upon between the contractor and the GSA. The contractor will allow the use of third 

party data transfer software that is approved by the GSA. If such a tool is used, this tool will 

ensure that data is transferred using an approved method (such as SFTP). [Note: GSA plans to 

describe an approved data encryption method for this data transfer in a future revision of this 

contract]. This data transfer shall (1) meet a quality rate of 100% and (2) meet an on-time 

delivery expectation for ten out of twelve months in each Fiscal Year. If these goals are 

missed, the Contractor shall be required to provide a remediation plan within 10 days to the 

GSA CO, and shall be subject to monitoring to the performance of that plan. If not remediated 

timely, the contractor may be subject to additional task order consideration to offset the cost 

and performance impact to the government. The data quality rate equals 1 minus 

(submissions with defects/total submissions) where a submission with defect is defined as a 

file that is missing required data elements or includes data that is not accurate and requires 

correction and resubmission by the contractor. The on-time delivery expectation is on time 

delivery of all files for at least 10 out of 12 months in a fiscal year, where an on-time delivery is 

defined as a transmission to the GSA or a designated third-party data aggregator on or before 

the 15th of the month following the month that data covers (unless a later delivery date is 
Special Item Number (SIN) 561510

 Travel Agent Services

17

agreed to in advance by GSA). For example, data for the month of July 2012 is due on or 

before the 15th August 2012, any data for this time period provided after the 15th August 

2012 it would be considered a late submission ofdata.

c. Reports:

Report should be identified with: Name of Contractor, IATA number, report period and type of

report (i.e. Monthly Agency/CPP Report)

Domestic and international travel shall be reported separately. Air travel data must reflect 

origin and final one-way destination (connections (legs, segments) are not reported). These 

data are not limited to only the awarded Airline City Pair routes. Contractors must report 

domestic U.S. city pairs by separate airport codes in alphabetical order, first by city, then by 

state. [For example, Columbus, GA is before Columbus, OH. Atlanta, GA/Denver, CO and 

Denver, CO/Atlanta, GA are to be reported only as ATL/DEN, regardless the direction of the 

travel. Contractors must report international city pairs by city code, alphabetized by US city, 

then US state, then by international country and city. Travel must be reported using these 

requirements and sequences, regardless of direction. For example, travel between 

Washington and London is to be reported as WAS/LON (but not LON/WAS, IAD/LHR, or 

BWI/LON), regardless the direction of travel or city airport used.

The following reports shall be provided to the GSA Contracting Officer:

A. Frequency. Reports are due quarterly in accordance with the following schedule: 

B. Submission Instructions

• The information shall be provided in an electronic commercial format readable in Microsoft 

Excel 2010.

• The report shall be:

1. Uploaded into the Sales Reporting Portal (SRP) https://srp.fas.gsa.gov/ as an attachment

to the contractor’s quarterly IFF and sales reporting. AND

2. E-mailed to travel.programs@gsa.gov

The Email Subject Line must read: Quarterly Sales Report by Agency

The Email content must include:

o GSA Contract Number;

o Company’s Name; and

o The Special Item Number (SIN)

Report Period Due Date

January 1 and March 31 April 30

April 1 and June 30 July 30 

July 1 and September 30 October 30

October 1 and December 31 September 30 
Special Item Number (SIN) 561510

 Travel Agent Services

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All GSA reporting is at no additional cost to the Government. 

In addition, all Contractors will need to provide GSA with task order information for each ordering agency. 

The Contractor shall develop and maintain a current database of agencies/organizations serviced under this 

contract. The database shall include, the agency/organization task order number, est. dollar volume of the 

task order, the agency/organization name; the agency/organization point of contact; and the address; 

telephone/facsimile numbers and e-mail address (if available) for the point of contact. Within five (5) 

business days of a request from GSA, the Contractor shall provide a current report of the 

agency/organization program data.

The Contractor shall provide a copy of all Task Orders and any subsequent modifications to GSA. After 

receipt of an awarded task order, the Contractor shall provide one complete electronic copy of the task 

order and its technical and price proposal and all subsequent modifications thereto, to the GSA Contracting 

Officer or his representative within 10 calendar days after execution. Copies should be emailed to 1) 

onthego@gsa.gov and 2) travel.programs@gsa.gov

Annual Total Travel Report:

The data shall be provided in an electronic commercial format readable in Microsoft Excel and emailed 

to 1) onthego@gsa.gov and 2) travel.programs@gsa.gov. The subject of the email must state “Annual 

Total Travel Report”, the reporting period and the contractor name and contract number. This helps 

GSA identify your company for a swifter determination of your compliance. Data shall be sent by the 

15th calendar day (or the next business day if the due date is on a weekend or Federal holiday) after

each completed Government fiscal year. The first report (covering date of award – September 20XX) is 

due by October 15, 20XX. Subsequent reports are to include data for the complete Government fiscal 

year. Negative reports are required.

Field 

No.

Field 

Type

Field 

Length Field Name Comments

Text 3 Airport/city pair code 1 First airport; origin; see 

footnote1

Text 3 Airport/city pair code 2 Second airport; final one-way 

destination

Numeric 10 Number of trips

Text 8 Fare basis code

Numeric 10

Transactions where the 

FIFTH digit of the travel 

card is 6, 7, 8 or 9

Numeric 10

Transactions where the 

FIFTH digit of the travel 

card is 0, 1, 2 or 3

Numeric 10 Total dollars See footnote2

Numeric 10

Dollars where the FIFTH 

digit of the travel card is 

6, 7, 8 or 9
Special Item Number (SIN) 561510

 Travel Agent Services

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Numeric 10

Dollars where the FIFTH 

digit of the travel card is 

0, 1, 2 or 3

10 Numeric 10 Total Fees See footnote3

11 Numeric 10 Total Taxes See footnote4

1 Airport codes can be found at http://www.iata.org/ps/publications/Pages/code-search.aspx 

2 Sum of total fares (excluding taxes and fees/surcharges).

3 Total applicable fees/surcharges (whenavailable).

4 Total domestic/international taxes (whenavailable).

5 http://www.iata.org/ps/publications/Pages/code-search.aspx

6 This includes summarized trip data where the first letter of fare basis code(s) for the entire trip, 

including any connections, is any letter other than “Y” and the second and third letters are“CA”.

Annual Top 100 Vendors Report:

The data shall be provided in an electronic commercial format readable in Microsoft Excel and emailed 

to 1) onthego@gsa.gov and 2) travel.programs@gsa.gov The subject of the email must state “Annual 

Top 100 Vendors Report”, the reporting period and the contractor name and contract number. This 

helps GSA identify your company for a swifter determination of your compliance. Data shall be sent by 

the 15th calendar day (or the next business day if the due date is on a weekend or Federal holiday)

after each completed Government fiscal year. The first report (covering date of award September 

20XX) is due by October 15, 20XX. Subsequent reports are to include data for the complete 

Government fiscal year. Negative reports are required.

A summary vendor analysis report that details the quarterly cumulative booked sales and transactions 

of the top 100 merchants/vendors, by individual merchant/vendor, city, state, and service type (e.g., 

air, hotel, car rental, etc.) in total booked dollars and total number of transactions. Domestic and 

international travel shall be reported separately.

Monthly Agency/CPP Travel Report:

The data shall be provided in an electronic commercial format readable in Microsoft Excel and emailed 

to 1) onthego@gsa.gov and 2) travel.programs@gsa.gov

The subject of the email must state “AGENCY/CPP TRAVEL REPORT”, the reporting period and the 

contractor name and contract number. This helps GSA identify your company for a swifter 

determination of your compliance. Data shall be sent by the 15th calendar day (or the next business 

day if the due date is on a weekend or Federal holiday) beginning with month after contract award. 

Negative reports are required.

Field 

No.

Field 

Type

Field 

Length Field Name Comments

Alphanumeric

4 Agency / 

Organization

Agency code

Text 3 Carrier5
Special Item Number (SIN) 561510

 Travel Agent Services

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Text 3 Airport/city pair 

code 1

First airport; origin

Text 3 Airport/city pair 

code 2

Second airport; final one-way destination

Numeric 10 YCA Trips Number of trips with a YCA fare basis 

code

Numeric 10 YCA dollars Total YCA fare basis code dollars; 

excluding taxes and fees/surcharges

Numeric 10 YCA Fees Total YCA fare basis code fees

Numeric 10 YCA Taxes Total YCA fare basis code taxes

Numeric 10 _CA Trips Number of trips with _CA fare basis code6

10 Numeric 10 _CA dollars Total _CA fare basis code dollars; 

excluding taxes and fees/surcharges

11 Numeric 10 _CA Fees Total _CA fare basis code fees

12 Numeric 10 _CA Taxes Total _CA fare basis code taxes

13 Numeric 10 Non CPP Trips Total Non CPP trips with a fare basis code 

other than YCA or _CA, reported by fare 

basis code

14 Numeric 10 Non-CPP Dollars Total on Non CPP fare basis code dollars; 

excluding taxes and fees/surcharges, 

reported by fare basis code

15 Numeric 10 Non CPP Fees Total Non CPP fare basis code fees, 

reported by fare basis code

16 Numeric 10 Non CPP Taxes Total Non CPP fare basis code taxes, 

reported by fare basis code

17 Text 3 Reason Code Reason code for use/non-use of contract 

city pair fare usage reported by fare basis 

code:

18 Numeric 10 No. of Refunds Total number of refunds

19 Numeric 10 Refund Dollars Total Value of refunds

20 Numeric 10 No. of unused 

tickets

Total number of unused tickets

21 Numeric 10 Unused ticket 

Dollars

Total value of unused tickets

22 Numeric 10 Room nights 

booked

Total number of room nights booked

23 Numeric 10 Car rentals 

booked

Total number of car rental days booked
Special Item Number (SIN) 561510

 Travel Agent Services

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CPP Audit Report –Monthly:

The Contractor shall provide a complete electronic report of all common carrier transactions, including 

refunds and adjustments. This report shall be sent by the 15th calendar day (or the next business day if 

the due date is on a weekend or Federal holiday) after all months with account activity, beginning with 

month after contract award, in a format readable in Microsoft Excel and transmitted through a secure

internet site currently under development. NOTE: Until such time as the site is ready to accept files, 

the Contractor shall track this information internally and make it available upon GSA’s request.

Item Characters Name Description

1 4 Agency/Organization Agency code

2 Ind. Std. Acct No. Charge Card No.

3 4 Issuing Carrier (SCAC) NMFC Reference

4 20 Passenger name Name of passenger

5 6 Issue date Date ticket issued

6 6

Travel date Date travel commences (each leg 

traveled)

7 13 Ticket No./Conjunction Ticket Airline control number and any additional 

tickets

8 13 Exchange ticket Reissued ticket

9 2 ARC Carrier Code Airline reporting corporation code

10 1 Coupon No. 1, 2, 3, 4, 5, 6

11 2 Class service Class designator

12 3 Origin city For each leg traveled

13 1 Stopover (X or O) each leg traveled

14 3 Destination city For each leg traveled

15 8 Fare basis YCA, _CA, BDG, etc.

16 4 Flight No. Flight No.

17 4 Departure time Time leaving origin

18 4 Arrival time Time arriving destination

19 8 Total fare Total fare for all legs traveled

20 5 Fee Applicable fee/surcharge

21 5 Taxes Domestic/international

22 8 Total cost Total fare + fees + taxes

23 20 Reason code See reason codes in Agency Travel Report

24 8 IATA Code Travel Agency Number

Refund information shall include the following:

1. Last Name

2. First Name

3. Account number (means the complete travel card number)
Special Item Number (SIN) 561510

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4. Airline carrier

5. Original ticket number

6. Credit ticket number

For audit and refund reporting, the transaction information shall be through electronic means 

(e.g., secure web access, secure FTP transfer) as mutually agreed to. In instances of dispute, 

actual documentation may be required.

Lodging Report – Monthly:

The Contractor shall provide a list of hotel data elements for all Government traveler hotel bookings 

per each individual passenger name record (PNR) The data shall be provided in an electronic 

commercial format readable in Microsoft Excel and emailed to 1) onthego@gsa.gov and 2) 

travel.programs@gsa.gov.

The subject of the email must state “LODGING REPORT, the reporting period and the contractor name 

and contract number”. This helps GSA identify your company for a swifter determination of your 

compliance. Data shall be sent by the 15th calendar day (or the next business day if the due date is on a 

weekend or Federal holiday) beginning with the month after contract award. Negative reports are 

required.

The data must include all Government traveler hotel bookings under FedRooms® rate code and all 

bookings at Non-FedRooms® rates (e.g. GOV, MIL, and TMC specific). FedRooms® uses the secure rate 

access code of “XVU” for all rooms booked exclusively under the Government- wide lodging program. 

This data shall cover all FedRooms® and Non-FedRooms® bookings within the Continental United 

States (CONUS), Non-Continental US and Overseas Non-Foreign areas, and Non-US Overseas locations 

(OCONUS). All GSA reporting is at no additional cost to the Government.

A list of all FedRooms® facilities may be found at www.gsa.gov/fedrooms (updated on or about the 1st 

and 15th of each month).

Data fields required are:

Field 

No. Field Name Comments

Agency / Organization Agency code

Hotel Chain Code

Hotel Name

Hotel City

Hotel State 2 letter abbreviation

Hotel Zip Code 5 digit

Hotel Rate Plan or Rate Code 

reserved

Source: Reservation History, (E.g. FedRooms 

[XVU], Government [GOV], Best Available [BAR], 

etc.

Daily Room Rate, excluding 

taxes and fees
Special Item Number (SIN) 561510

 Travel Agent Services

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No Hotel Booking Reason 

codes (lodging)

If lodging reservations were not made with 

overnight air/rail reservations, the traveler must 

provide a justification from the list found below.

10 Reserved check-in date

11 Reserved check-out date

12 Booking Source (E.g. Sabre, Apollo, Worldspan)

13 GDS Hotel ID Could be alpha, alphanumeric, or numeric

No Hotel Booking Reason Codes (lodging)

● HC0 – Hotel booked in ETS

● HC1 – No hotel required, non-conventional lodging used

● HC2 – Meeting-conference reservation requirement

● HC3 – Policy compliant hotel booked through approved TMC

● HC4 – Remote CONUS or Foreign destination, not booked in ETS orTMC

● HC5 – Other, explanation required

B.5.2.15 CAR RENTAL

When authorized to use a rental vehicle for TDY purposes, the Contractor shall ensure that the traveler is 

informed that he/she must rent a vehicle from a vendor that participates in the Defense Travel 

Management Office (DTMO) Government Rental Car and Truck Program, unless he/she is OCONUS, and/or 

no agreement is in place for the his/her TDY location. DTMO administers the programs through car and 

truck rental agreements with participating vehicle rental companies.

For more information on the U.S. Government Rental Car or Truck Programs, go to 

http://www.defensetravel.dod.mil/site/rental.cfm

The DTMO has negotiated rental car agreements that include automatic unlimited mileage, collision 

damage insurance and fixed ceiling rates. The Contractor shall ensure that the traveler is informed of any 

insurance requirements.

B.5.2.16 TRANSITION REQUIREMENTS

The Contractor shall maintain an adequate knowledge base of the Government's Travel Program to 

effectuate the transition with minimal disruption. Cooperative, orderly and seamless transitions are crucial 

to the Government's mission requirements. Failure to transition in accordance with the requirements may 

be cause for termination for cause, both at the task order and/or master contract levels.

The Contractor shall furnish phase-in training to agencies/organizations transitioning to a task order and 

exercise its best efforts to effect a cooperative, orderly, and seamless transition from the current Travel 

Management Center provider. This shall include a cooperative and professional arrangement with the 

incumbent as well as agencies/organizations.

The Contractor shall, upon written notice, furnish phase-in, phase-out services for up to sixty (60) business 

days prior to the expiration date of the task order. The Contractor shall provide sufficient, experienced 
Special Item Number (SIN) 561510

 Travel Agent Services

24

personnel during the phase-in, phase-out period to ensure that there is no diminution in the quality of 

services provided under its task order.

a. Records Transfer: The Contractor shall provide to the successor Contractor copies of all 

bookings and Passenger Name Records (PNR) taken on or before the task order or contract 

expiration date, for travel taking place after the termination of the contract/task order. In 

addition, the Contractor shall provide the successor Contractor with all agency/organization 

profiles and all Federal traveler sub-profiles as well as all Federal travel preference profiles 

currently in possession of the Contractor.

b. Reservations: The Contractor shall book all requests it receives prior to contract expiration 

regardless of the date of commencement of travel. Prior to the transition date, and for a 

window of time defined by the customer agency, the Contractor shall issue tickets for booked 

travel that commences after the transition date.

c. Reconciliation: The Contractor shall reconcile each account balance and settle each 

transaction dispute within 180 calendar days of the completed agency/organizationtransition.

The Contractor shall ensure that any change brought about by technological advances is effectuated in a 

smooth, seamless manner, with minimal disruption to the travel program. The Contractor shall coordinate 

any technological transition with the participating users at least 90 calendar days prior to transition.