Carlson Wagonlit Operation Procedure

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Harman Service Configuration

Location of service centre – CWT Guangzhou

– Phone: 400 678 0720

– Email: harmantravel@carlsonwagonlit.com.cn

– Fax: +86 20 28387363

– Normal Office Hours: 08:30 – 18:00 Monday to Friday

After Hours Emergency Service

– Phone: 400 887 7076

– Service Scope: for urgent change/booking of flight within 24 hours

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Scope of Services

Travel Booking

– Air/Hotel/Car/Rail *

– Visa application assistance

– Group travel

– Meeting & Events

Safety & Security Management

– CWT Guardian – destination information via email

– Traveler tracking – incident report

Program Management by designated Program Manager

– Process optimization

– Suppliers optimization

MI Reporting

– Data consolidation and CWT PMC report

– Business review with analytical result

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Air Booking & Ticketing Process

Travel arrangement

– Traveler/travel arranger use OBT (domestic travel only), telephone, email to get information

– Travel counselor quotes the Lowest Fare Option with related fare restrictions

Reservation

– Make reservations via OBT (domestic travel only) or through service center

– Get E-itinerary and booking record, including status of the booking, and ticket fare and related regulations.

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Change & Refund

Contact CWT for any change or refund.

-Domestic flights: discount tickets can not change airlines, full fare tickets are free to change.

-International flights: usually have very strict restrictions, pay attention when the reservation is made.

The penalty of change and refund is different due to the time of cancellation/change, so please contact CWT as soon as you need cancellation/change.

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CWT E-Quotation & E-Itinerary

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Air Booking & Ticketing Process

www.cwt-online.com.cn

Use your email address as user name.

Password is default the same

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Air Booking & Ticketing Process

Update your Profile before proceeding to make reservation

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Air Booking & Ticketing Process My frequent flyer card

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Air Booking & Ticketing ProcessMake Air Reservation

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Air Booking & Ticketing ProcessView Detailed Information

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Air Booking & Ticketing ProcessLowest Fare Alert

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Air Booking & Ticketing Process

Please select a reason when you haven’t selected the lowest fare that CWT recommended.

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Air Booking & Ticketing Process

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Air Booking & Ticketing Process

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Air Booking & Ticketing Process

OBT will send you the itinerary by email automatically after you complete the booking and then you can process to apply you Travel Application according to it

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Air Booking & Ticketing ProcessOrder Management

If you want to cancel/change you reservation before ticketing, press "Delete” button (and make a new booking) If you want to refund the ticket after issuance, please contact CWT service center

You can check all your bookings here

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Air Booking & Ticketing ProcessOrder Information

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Lowest Fare Option & Reason Codes

CWT will provide “Lowest Fare Option” for every booking

based on the following booking window:

Domestic – 2 hours( 1 hour before and 1 hour after

traveler’s preferred flight)

International – the whole day

Traveler must provide one of Harman’s standard reasons if

not accepting the “Lowest Fare Option” proposed by CWT

The reason and cost difference will be reported to respective

Business Unit leader and Harman Travel Management.

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CWT OBT E-Itinerary

On-line system will send itinerary

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Air Booking & Ticketing Process

Please ensure your reserved air ticket will be issued before deadline.

Otherwise, it may be automatically cancelled by airline. 

For after hours emergency reservation (within 24hours) and ticketing, on-line booking is also recommended.

Please also call our after hour emergency service team for ticketing. Otherwise the reservation may be cancelled by airline

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Making Hotel Reservations

Hotel reservations via GDS are free

Harman’s contracted hotels will be offered*

Credit card may be requested for guarantee during high season and for GDS booking

Manual hotel booking will be charged transaction fee

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Making Hotel ReservationsConnect hotel Booking

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Making Hotel ReservationsHotel Search

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Making Hotel Reservations View Hotel & Select Room Rate

Click here to view hotel information, picture & direction

Click this button to view hotel room rate detail

Click this button to reserve the room

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Making Hotel Reservations Client Information Page

If you like to share your booking information with other person, please input his/her email and mobile no here.

Verify your Name here. If you want to make reservation for other person, please change the information here.

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Making Hotel Reservations Credit Card Guarantee

Mandatory

Credit card

Guarantee

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Making Hotel Reservations Reservation Details

Please double check your booking details before guarantee

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Making Hotel Reservations Complete Submitting Booking Request

Click this button to view your bookings

Reservation Number

The system indicates that the booking request has been submitted successfully. Please wait for CWT email confirmation

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Making Hotel Reservations Cancel my bookings

Click this button to view your All bookings

Click reservation No. to view hotel booking

Select or put in key information to search bookingbooking

Click Cancel Button to cancel the booking. Please cancel your booking before hotel cancellation deadline to avoid penalty if you select credit card guaranteed booking.

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Making Hotel Reservations Booking confirmation format

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Hotel Booking Tips

Cancel hotel booking by deadline in hotel time zone

to avoid cancellation penalty

Record cancellation numbers & staff names

“No Shows” are usually charged at the one full day

rate

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Other Useful Information

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You have several channels to give CWT your feedback on our services Access to the URL link indicated in our e-itinerary

http://www.cwt-survey.com/SI/TrvlFeedbackForm_CN/index.htm

Contact your program manager for any issue

Tony Jin

Tel: (21) 2321 1000 ext. 8306

Email: tjin@carlsonwagonlit.com.cn

Contact our service team manager

Rena Chen

Tel: (21) 2321 1000 ext. 8301

Email: rchen@carlsonwagonlit.com.cn