At 08:39 AM 3/1/96 -0500, you wrote:
>---------------------- Information from the mail header -----------------------
>Sender: Innisbrook Program discussions <[log in to unmask]>
>Poster: "Leo F. Flanagan, Jr." <[log in to unmask]>
>Subject: Re: Use of one travel agency
>----------------------------------------------------------------------------
Leo...thanks, I agree with your observations about the impact of market
forces on customer service. There are certainly lots of examples world wide
where state intervention leads to a deterioration of service. Essentially,
we as the customers pay for the rebates in the form of reduced service which
as you noted means a higher time cost in certain instances....the actual
cost may be higher , given the opportunity cost of time, but it is hidden so
it appears that the Univ is getting a savings since these monies are
visible. At least you have a choice...I think that is a good way to go...not
sure how things will sort themselves out here...but I appreciate your
thoughts very much. Ralph
-
>
>HI!
>We have "semi-mandated" travel agencies and charge cards - i.e. we are
>strongly encouraged to use our University Travel Office and Diner's Club.
>For the past ten years I have tried to be a "good soldier" and tried these
>recommended services every once in a while. My experience has been
>consistent - I never get a fare price that I couldn't get from my travel
>agent. More importantly my travel agent consistently finds me better deals.
>Most important - my travel agent works hard to provide service - my
>experience is that the recommended office doesn't. for instance my travel
>agent is always available at home - night and day - when she is out of town
>she calls me in advance and gives me the name of a colleague of hers I can
>rely on. When I have a particularly difficult trip [i.e. going to Singapore
>in January] she calls me just hours before to update me on my full itinerary
>- back up plans in case of flight cancellations, etc. Of course, I can
>always call University Travel and leave a phone mail message - but do I
>really want to hang out in an airport until they get my message - you know
>like ten or twelve hours. For services like these the free market is the way
>to go. When services are mandated the "customer" becomes administrators who
>rarely if ever travel themselves!
>
>At 03:34 PM 2/29/96 -0500, you wrote:
>>---------------------- Information from the mail header
-----------------------
>>Sender: Innisbrook Program discussions <[log in to unmask]>
>>Poster: Ralph Elliott <[log in to unmask]>
>>Subject: Use of one travel agency
>>--------------------------------------------------------------------------
-----
>>
>> A local travel agency has expressed the following concern to me:
>>
>>
>>As per our phone conversation, Clemson University is studying the prospect
>>of consolidating the purchasing of all airline tickets with one travel
>>agency. As I stated, we are opposed to this because
>>we strongly believe that competition at the point of sale (purchase of each
>>ticket) makes for a much more efficient method of obtaining the best fares.
>>Kickbacks (rebates) get comptroller's attention, but the 3-4 % savings pale
>>in comparison to the competitive advantage of shopping for the
>>best fare among competing agencies.
>>We are looking for feedback from individuals who use mandated agencies, and
>>their experience in
>>obtaining fares and service.
>>
>>Sincerely,
>>
>>Mark Malmgren
>>Small World Travel
>>
>>
>>I would be interested in knowing if any of you have had or are having this
>>same
>>experience of going with one travel agency.....and if so, what has been your
>>reaction. Of course, Mark is opposed to the idea since he is used by most
>>Clemson
>>faculty/staff....but is he contention that a single source is not the way
>>to go???
>>What impact will this have on the quality of service? If there is a rebate
>>from the
>>selected agency to the Univ, who gets the money....the depart generated the
>>travel or
>>does it go into the general fund??? Your thoughts will be appreciated. Thanks.
>>Ralph D. Elliot, Director
>>Office of Professional Development
>>343 Sirrine Hall
>>Clemson University
>>Clemson, South Carolina 29634
>>Phone: 864.656.3983
>> Fax: 864.656.3997
>>Email: [log in to unmask]
>>World Wide Web URL: http://hubcap.clemson.edu:80/~elliot/
>>
>>
>
> Leo F. Flanagan, Jr., Director
> Office of Management & Executive Education
> Cornell University, School of Industrial & Labor Relations
> voice: 607-255-5702 fax: 607-255-3274 e-mail: [log in to unmask]
>
>
Ralph D. Elliot, Director
Office of Professional Development
343 Sirrine Hall
Clemson University
Clemson, South Carolina 29634
Phone: 864.656.3983
Fax: 864.656.3997
Email: [log in to unmask]
World Wide Web URL: http://hubcap.clemson.edu:80/~elliot/
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