Services

SALES/ CUSTOMER SERVICE

Customer service has been the one of the major reasons for our success.  Our strategy is to address not only the macro needs of our partners, but also the myriad details which are important to ensure customer satisfaction and loyalty.  We will never sacrifice our quality of service for quantity of sales.  We believe that our business starts and ends with our service levels.

Our team members are quite well-educated and extensively experienced.  All staff are college graduates, with many holding advanced degrees as well.  They are well-compensated for their contribution to the success of the company. This approach to placing primary importance on our most precious resource, our people, has resulted in virtually zero turnover.  This greatly adds to the company’s stability and long-term success. In addition, our people are multi-lingual.  All are fully fluent in English as well.

COAST-TO-COAST RESERVATION & SERVICE CENTERS

Our main USA headquarters is located in New York City, NY.  We also have eight affiliated offices located nationwide from coast-to-coast.  Our Canada office is located in Toronto.

Our North American offices are open from 9:00 am to 6:00 pm. Additionally, our top management team is accessible 24 hours a day, worldwide, via cell phone.

All of our offices have access to all four major GDS systems – SABRE, Amadeus, Worldspan & Apollo.

DEDICATED TOLL FREE RESERVATIONS / SERVICE LINE

We implement a dedicated toll-free line to handle the maximum amount of customer service requests.  As our carrier partners commit more and more resources to their various markets, we will match that commitment with sales performance and enthusiasm unrivaled by any competitor.  We will use our advanced technology to forge closer partnerships by displaying promotional and service products, and by creating an interactive link with all subagents and end-users.

QUALITY CONTROL

We possess the technical capability to assist our partners in identifying areas for potential cost savings.  These areas include:

1. controlling abusive booking practices/segment abuse;
2. elimination of wasteful practices such as “churning,” duplicate bookings, no-shows, etc.

1. development of service level metrics to maximize use of personnel in all component areas

ACCOUNTING

All of our offices are equipped with and linked to a sophisticated accounting system which was designed specifically for the travel industry.  Our accounting personnel are fully trained and receive recurrent training at least every six months.  Our accounting managers are also proficient in Microsoft Office. We have the capability to perform a credit check on each new subagent and advise all of our network offices accordingly.

MARKETING ANALYSIS

Through our detailed market analysis, our partners will immediately recognize cost-savings and added value along with increased market share.  Our marketing analysis includes:

1. Assistance in increasing market share in leisure travel, corporate travel, and cargo (if applicable).
2. Identification of market trends to enable our partners to act efficiently and capitalize on increased yield.
3. Monitoring of seasonality trends to isolate and identify any potential revenue gains.

PRICING

Our business analysis division regularly provides detailed feedback about local market conditions.  We assist in setting up prices, prorates, code shares, etc.

PRODUCT DISTRIBUTION

We fully recognize the importance of effectively marketing products and services on behalf of our clients. Accordingly, we have developed a marketing division which is 100% dedicated to promoting the fares and products of our airline partners. Our fare distribution channels are highly robust and capable of reaching the maximum target audience.

EXTENSIVE DATABASE

With our extensive subagent database, our marketing system allows us to target agents based on their market preference.  This in turn enables us to present our partners’ fares and products  to the agents who sell to the various markets, and to penetrate new corporate business.  This has proven to be an extremely effective manner to reach our customers, and our track record reflects this success.

BRAND AWARENESS

We actively promote our partners’ name and logo as permitted by contractual agreement.  We jointly develop short-term strategies wherein specific flights or markets requiring immediate attention would be actively and aggressively marketed via our various distribution channels.  In addition to our in-house marketing efforts, we utilize other marketing services to promote fares and products as follows:

CHANNELS OF DISTRIBUTION

1. Email Blitzes: We aggressively market fares and special products to subagents’ email, and/or through third party broadcast companies. Utilizing such resources, we have been able to distribute fares quickly and effectively to our subagents. As soon as the fares are received from our partners, we ensure that the fares are distributed to our subagents virtually instantaneously. We have categorized multiple distribution lists based on market preference, ensuring the fares reach the right agencies.  Where practical, we also create client lists on behalf of our partners which allow ATPCO distribution.

1. Email Newsletters: We routinely send e-mails to the subagent community to keep our partners’ brand in the forefront.

1. Direct Mailing: We also send advertising blitzes to target audiences in the medical, engineering, religious and entertainment fields for group and FIT travel programs.

1. Promotional Road Shows / Trade Shows: We participate in most major USA/Canadian trade events, as well as organizing road shows.  In 2009-2010, we met directly with subagents in Atlanta, Boston, Dallas, Detroit, Chicago, Houston, Los Angeles, Miami, New York, and Washington DC.  We typically invite the local agents to attend an informational dinner function.  By interacting with the agents, we learn more extensively about their particular market needs. We are also a repeat exhibitor at major travel trade shows that are held annually in the Chicago, New York, Las Vegas, Los Angeles, Ft. Lauderdale, Washington D.C. and Eastern Pennsylvania markets.  In 2010-11, we will expand our efforts to include several markets in Canada.

1. Trade Publications/On-Line services/Newspapers: We advertise periodically in several consolidator publications/on-line services.  In addition, our advertisements appear in a number of local and international newspapers and periodicals.  All advertisements contain telephone/fax numbers and web site addresses of our offices. 

1. Ethnic functions and programs: We are actively represented at many major ethnic functions such as concerts, religious programs, and association meetings.

1. Signage in offices: We prominently display our partners’ brand via signage in our office including store windows, posters, etc..

STATE-OF-THE-ART TECHNOLOGY

Technology is a key contributor to our growth and success.  We have embraced new technologies, and continue to invest heavily to ensure that our IT infrastructure is flexible, adaptive, and will enable us to respond quickly in a dynamic business environment. We have consistently implemented “turn-key” solutions for clients and employees.  We are fully prepared to use our technological advantage to promote our clients’ sales, marketing, and distribution efforts.

VOICE COMMUNICATION INFRASTRUCTURE

1. We have implemented an enterprise company (AVAYA) for worldwide VoIP technology communication systems throughout branch offices and remote users.
2. We have integrated VoIP technology with software programs such as Outlook, Business Card organizers, and centralized phone directories.
3. Our clients benefit from the VoIP technology because it is available from the east coast to the west coast, throughout the USA and Canada.
4. Benefits of this technology include access to voicemail from any location as well as through e-mail, instant call forwarding to cell phones or other phone systems, and bridging of conference calls for training purposes along with many other perks.

GDS (SABRE, WORLDSPAN, APOLLO, AMEDEUS) INFRASTRUCTURE

1. Rather than maintaining individual GDS systems at each location, we have arranged implementation of a main GDS infrastructure in our Headquarters with a real-time failover and load-balancing system that is located in an alternate location for purposes of redundancy.  This is a great example of planning for future growth.  This type of infrastructure allows for the addition of new branch offices without installing additional hardware at each location.
2. All GDS systems are available to our team members via their desktop computers.
3. Our search engines query the GDS systems on behalf of our subagents.  It is not necessary for the agent to actually use the GDS system.
4. We have implemented a sophisticated quality control system to ensure full accuracy and adherence to all terms and fare rules.