Travel Agency Service Level Agreement

This Service Level Agreement (SLA) is established by and between [Your Company Name], hereinafter referred to as "The Travel Agency," and [Client Name], hereinafter referred to as "The Client", effective as of [Date]. This document ensures that the necessary levels and standards of services are maintained in all the transactions regarding travel services provided by [Your Company Name].

Objective

The primary objective of this SLA is to specify the terms, conditions, and arrangements under which [Your Company Name] will provide travel and related services to the Client. This SLA aims to ensure the efficiency, timeliness, and quality of services rendered.

I. Service Scope

[Your Company Name] agrees to provide the following services under the terms of this SLA:

A. Travel Consultation Services:

Provision of expert advice and recommendations regarding travel destinations, accommodations, transport options, and travel itineraries.

B. Booking and Reservation Services:

Flight bookings, including economy, business, and first-class reservations.
Hotel bookings across various categories.
Car rental services.
Cruise reservations and associated travel arrangements.

C. Travel Documentation:

Assistance with obtaining necessary travel documents such as visas, passports, and travel insurance.

D. Customized Itinerary Planning:

Tailor-made travel itineraries based on the Client’s preferences and requirements.

E. Emergency Support:

24/7 support for travel-related emergencies including but not limited to booking changes, cancellations, and immediate travel advisory updates.

II. Performance Metrics

To ensure high-quality service delivery, [Your Company Name] adheres to the following performance metrics:

Response Time: Initial response to any client inquiry within 24 hours.
Booking Confirmation: Confirmation of bookings within 48 hours of the initial client approval.
Issue Resolution: Resolution of any issues or complaints within 5 working days.
Customer Satisfaction: Maintaining a customer satisfaction rate of at least 90%.

III. Duties and Responsibilities

A. Client’s Responsibilities:

To provide complete and accurate information necessary for [Your Company Name] to perform the service.
To make timely payments for all services rendered.
To notify [Your Company Name] promptly of any changes or cancellations in travel plans.

B. [Your Company Name]’s Responsibilities:

To provide services as described in this SLA.
To maintain confidentiality and security of all client information.
To communicate promptly and effectively with all stakeholders.

IV. Payment Terms

Payment terms will include details about deposits, final payment deadlines, and acceptable payment methods. Specifics include:

Deposit: A deposit of 20% is required at the time of booking confirmation.
Final Payment: Due 30 days prior to the commencement of the travel.
Cancellation Fees: Detailed in the cancellation policy attached hereto.

V. Cancellation Policy

Clients can cancel their bookings subject to the following terms:

More than 30 days before travel: Full refund minus administrative fees.
15-30 days before travel: 50% refund.
Less than 15 days before travel: No refund.

VI. Amendments

This SLA is a dynamic document and may be revised to accommodate changes in business processes, technology enhancements, and legal requirements, or to improve the mutual satisfaction of the services rendered. Amendments to this SLA can be initiated by either [Your Company Name] or the Client. The procedure for amending this agreement is as follows:

Proposal of Amendments: Either party may propose amendments to this SLA by submitting a written proposal to the other party.
Review Period: Upon receiving a proposal for amendments, both parties will have a 30-day review period to assess the implications of the proposed changes.
Negotiation and Adjustment: During the review period, both parties will engage in discussions and negotiations regarding the proposed changes. Adjustments may be made to the original proposal based on feedback received during these discussions.
Final Approval and Adoption: Amendments must be mutually agreed upon by both parties. Once an agreement is reached, the amendment will be formalized in writing and signed by authorized representatives of both parties. The amendment will then become part of the SLA.

Amendments will only take effect after the signed approval from both parties, ensuring that both [Your Company Name] and the Client agree to the changes and understand their new obligations.

VII. Dispute Resolution

In the unfortunate event of a dispute arising from or related to this SLA, the parties agree to follow the steps outlined below to resolve the issue:

Informal Negotiation: Both parties agree to first attempt to resolve the dispute through informal negotiation, which should be initiated as soon as possible but no later than 15 days after one party notifies the other of the dispute.
Mediation: If informal negotiations fail to resolve the dispute within 30 days, either party may request that the dispute proceeds to mediation. Mediation will be conducted by a neutral third-party mediator agreed upon by both parties. The cost of mediation will be shared equally.
Arbitration: If mediation fails to resolve the dispute, the parties may choose to resolve the dispute through binding arbitration. The arbitration will be conducted in accordance with the rules of an arbitration institution mutually agreed upon by the parties. The decision rendered by the arbitrator will be final and binding.
Litigation: Only if all the above steps fail, either party may seek relief through litigation in the appropriate court.

The parties agree to engage in dispute resolution proceedings in good faith and with a view to resolving any disagreements amicably and efficiently.

VIII. Governing Law

This Agreement and any disputes arising out of it shall be governed by and construed in accordance with the laws of [Jurisdiction]. Both parties agree that the courts of [Jurisdiction] will have exclusive jurisdiction over any disputes, claims, or controversies between the parties relating to this SLA.

Furthermore, both parties agree that any legal actions or proceedings relating to this SLA shall be brought exclusively in the courts located in [Jurisdiction]. By signing this SLA, both parties consent to the jurisdiction of said courts and waive any objection to the propriety or convenience of venue in such courts.

IX. Signatures

This SLA is effective upon the signatures of duly authorized representatives of both [Your Company Name] and the Client.

[Your Company Name]

[Your Name]

[Job Title]

[Date]

Client

[Client Name]

[Date]