Proprietary and Confidential Issued by: eCommerce ...€¦ · airport / local transfers, hotel accommodation with breakfast/meals, ... Manage the development, hosting, maintenance

Request for Proposal (RFP):

JetEscapes Holidays

RFP No. JE122017

Issued on: 29 December 2017

Response Deadline: 25 January 2018 (5 pm IST)

Proprietary and Confidential

Issued by:

eCommerce & Innovations Department

Jet Airways (India) Limited

Siroya Centre, Sahar Airport Road, Andheri (East), Mumbai – 400 099, Maharashtra, India

RFP No. JE122017 Issued on: December 29, 2017 Page: 2 of 18

Table of Contents

1. Overview .................................................................................................................................... 3

2. Scope of Work ......................................................................................................................... 5

3. Duration .................................................................................................................................... 11

4. Qualification Criteria ......................................................................................................... 12

5. Form of Tender ..................................................................................................................... 14

6. Detailed Response Requirements ............................................................................. 17

7. Administrative details ...................................................................................................... 18


1. Overview

OVERVIEW AND INTRODUCTION

Jet Airways, India's most preferred airline enjoys a reputation of being innovators and

trendsetters in the Indian airline industry. With a fleet of 115 aircraft, Jet Airways flies around

27 million passengers annually to 64 destinations across India and globally.

Region Destinations

India 44

Gulf 10

Far East 3

SAARC 3

UK, Europe & Canada 4

Jet Airways through this RFP invites Agencies to participate in the global tender for

JetEscapes Holidays.

Jet Airways’ JetEscapes Holidays offers all-inclusive travel packages i.e. Air travel, return

airport / local transfers, hotel accommodation with breakfast/meals, sightseeing, travel

insurance and additional JPMiles.

Besides India, we currently offer JetEscapes Holidays in overseas markets, viz., Gulf (UAE,

Oman, Kuwait, Qatar, Saudi Arabia, and Bahrain), Far East (Singapore, Thailand, Hong

Kong) and Sri Lanka.

All-inclusive packages are offered to various destinations in India and Overseas with a range

of products viz:- Short duration packages (2 to 3 nights), Long duration holidays (5+ nights),

Themes (Adventure, Wildlife, Pilgrim, Honeymoon, etc.), Women only packages, Corporate

packages (Overnight - Flight, transfers, stay with breakfast), Group movements (MICE),

Series movements (Daily / weekly / monthly departures requested), Tailor-made packages,

Exotic packages (destinations connected with partner airlines), Surprize Holidays (Guests

can gift such packages which also includes Doorstep to airport transfers, Flower bouquet at

hotel, Cake at hotel, Candle light dinner, etc.).

This RFP endeavours to identify and appoint one Agency that can provide:

▪ Solution, Technology, Dynamic Packaging, Website including API / White label

desktop, mobile responsive and mobile app platforms

▪ Manage the backend of the product end to end from product content, contracting and

fulfillment to bookings and help desk functions

▪ Manage online and offline bookings, group movement and series movements from

travel agents, (IATA & Non-IATA), Corporates and direct customers

▪ Market the product and also generate business through its own channels and

Partners.

▪ Strategic road map for the Product (short term, mid-term and long term)

Two documents as under will be required. These documents should be delivered in hard

copies in sealed envelopes. No emails will be entertained. The submittal address is stated

under Administrative Details:

▪ Document A – A summary of your proposal

▪ Document B – Commercial Proposal


Your proposal needs to be submitted no later than the due date stated on the RFP cover

page.

Shortlisted agencies will be required to prepare and deliver a face to face presentation at Jet

Airways’ Head Office in Mumbai.

For all queries regarding the tender process please refer to the Administrative Details

section of this RFP.


2. Scope of Work

Overall Scope of Work.

The scope of work revolves around the below important areas:-

▪ Solution, Technology, Dynamic Packaging, Website including API / White label

desktop, mobile responsive and mobile app platforms

▪ Manage the backend of the product end to end from product content, contracting

and fulfillment to bookings and help desk functions

▪ Manage online and offline bookings, group movement and series movements from

travel agents, (IATA & Non-IATA), Corporates and direct customers

▪ Market the product and generate business through its own channels and Partners.

▪ Strategic road map for the Product (short term, mid-term and long term)

▪ Provide backend call Centre to support the business.

2.1. SOLUTION, TECHNOLOGY, WEBSITE

a) Agency should be technically sound to consume Jet Airways’ flight web

services / APIs for booking, ticketing, cancel/refund, etc. Agency should be

capable of providing white label website. The website should be SEO and SEM

compatible, and should have Promo code and Gift voucher functionality.

b) Provide website / bookings solution for B2B and B2C customers with

integration of flights, hotels, ancillaries, etc.

c) B2B: Solution / website required to manage bookings from Travel Agents

(IATA and Non IATA). The settlement process to be as under:-

▪ IATA travel agents – settlement through BSP

▪ Non IATA travel agents – deposit model

d) B2C: Provide solution for desktop, mobile responsive, mobile app for end to

end online package booking including payment gateway facility to direct

customers with full and part payment options. Payment options to include

credit card, debit card, IVR, EMI, etc.

e) Booking process offered should be real time with instant confirmation and

offline / customized bookings i.e. bookings on request

f) Manage the development, hosting, maintenance of website and booking

engine

g) Provide timely upgrades / enhancements

h) Solution provided should be scalable and flexible

i) Provide future CSS changes based on Jet Airways requirements

j) Display Rates in respective Country’s currency / multi-currency capability

k) Integrate Jet Airways’ products, if any, including ancillary products

l) Implement on a periodic basis, any changes to the booking engine / process

m) Submit exhaustive MIS report / reports as required by Jet Airways

n) Provide online cancelation / refund and reprinting of Hotel voucher / e-tickets

/ other documents

2.2. CONTRACTING, PRODUCT CONTENT, FULFILLMENT, OPERATIONS

a) Manage all ground services contracting independently:

i) Packages should include flight, transfers, stay, meals, sightseeing,

Insurance, other value ads.


ii) Contract with Hotels (budget, 3 star, 4 star and 5 star) and / or ground

handlers globally

iii) Contract with Hotels recommended by Jet Airways

iv) Partner Tourism bodies, trains/railways, charter/helicopter operations

v) Quality checks to be done on the content (hotel stay, transfers,

sightseeing) being offered

vi) Procure best rates from Hotels for FIT packages, Groups / MICE

movements and deliver competitive package rates

vii) Product offers (free night stay, meal credits, complimentary voucher,

etc) from Hotels / service providers

viii) Agency to provide Nett Land rates i.e. rates received from Hotels /

service providers without any markups for this product offering

ix) Upload packages on the website, conduct quality checks, error free

content

x) Manage specific uploading of package requirements not later than 3

working days

xi) Arrange all images with content – Hotels, Destination, etc.

xii) Design packages / offers based on themes, events, festivals, etc

b) Responsible for end to end fulfillment of packages

i) Effectively manage offline bookings, group movements and series

movements

ii) Arrange for pick up and drop

iii) Representative with placard to receive guests at the airport

iv) Driver / guide with English speaking capability

v) Assist in check in at the Hotel

vi) Manage sightseeing with guide

vii) Manage groups / MICE movements which include – procurement of land

rates, dedicated tour manager(s) accompanying the group, arranging for

conferences, gala dinner with DJ, etc. – managing end to end groups /

MICE movements

2.3. HELP DESK OPERATIONS (White label)

a) Provide JetEscapes Holidays branded support i.e. when an agent / guest calls

the help desk the recording should play as ‘Welcome to JetEscapes Holidays’

b) Provide dedicated space, workstations with dedicated staff (minimum 11 staff

to begin with and a Manager), infrastructure, telephone system, call tracking

/ reports, etc. Ability to scale-up based on volumes / demand

c) Help desk operations to be located preferably in Mumbai, India

d) Provide Toll free number for guests in India, Toll / direct line for guests calling

from overseas, Fax and Email facility

e) Provide IVR recording facility :

▪ With welcome message

▪ Dialing options for travel agents and direct customers

▪ Dialing options for package booking, servicing, etc

▪ Message for post working hours of help desk and for holidays

f) Record calls for quality checks and maintain auditable logs for future reference

and investigations

g) Manage all inquiries received from agents and direct customers

h) Fulfilment of all online and offline bookings

i) Manage all complaints / service issues


j) Manage fulfillment of packages – Release of documents – eticket, service

voucher, insurance policy, etc. within the defined TAT

k) Manage flight ticket issuance for offline and online packages

l) Capability to get additional staff in case of surge in call volumes / bookings

m) Provide telephone call out facility to any Country in order to contact travel

agents / direct customers

n) Provide regular training to staff – customer handling, telephone etiquettes,

destination training, package knowledge, selling skills, etc

o) Manage all costs related to help desk

p) Provide daily help desk performance report which will include number of calls,

emails, leads received, bookings received, fulfilment status, etc.

2.4. MARKETING AND SELLING

a) Implement JetEscapes Holidays in Nepal, Bangladesh, Netherlands, France,

UK and Canada besides India, Gulf (UAE, Oman, Kuwait, Qatar, Saudi Arabia,

Bahrain), Far East (Singapore, Thailand, Hong Kong) and Sri Lanka along with

local regulations if any, for e.g. ATOL in UK, EU license in Europe. Also, any

other emerging markets.

b) Provide new / innovative product offerings

c) Provide marketing support with regular marketing investments /

funds/campaigns / offers

d) Provide Brochures for various packages offered from time to time

e) Initiate tie-ups with Hotel chains, tourism boards, etc. in India and Overseas

for ongoing promotions

f) Route your Agency’s holidays business through JetEscapes including blocking

of series movements

g) Provide free packages for promotions / fam trips

h) Suggest ways and means to increase packages sale from time to time

i) Take responsibility of chargebacks / fraudulent bookings

2.5. COMMERCIALS

a) Components of the package

i) Flight - Jet Airways will provide the lowest possible air fare

ii) Land component – Agency will provide the nett rate for transfers,

stay/meals, sightseeing, travel insurance, etc which will form the

Land component

iii) The Flight + Land component has to be added by the Agency on

actuals / nett rate, without markup

iv) Distribution costs – Agency commission for B2B bookings, Card fees

(online / offline) for B2C bookings and any Government taxes, will

be a mark-up on the above

v) ‘Profit Margin’ – Jet Airways and Agency will agree to levy a margin

which will be shared in 50:50 ratio

b) The bidder must quote minimum ‘Profit Margin’ (Jet Airways share of Profit

Margin as mentioned in above Clause 2.5 a v) annually to Jet Airways:

i) ‘Minimum Reserve Price’ (MRP) for ‘Profit Margin’ is INR 1.5 crores

ii) There will be a 10% YOY increase on the Profit Margin committed

by the Agency

iii) The Profit Margin amount should be paid upfront on the Go live date

i.e. the date on which the product goes live online / offline and

annually thereon


iv) Highest minimum ‘Profit Margin’ quote will have an impact on the

selection of successful bidder as per Clause 4.2(8)

v) Calculation of ‘Profit Margin’: Suppose, Agency commits annual INR

4 crores to Jet Airways i.e. INR 33.33 lac monthly. Actual

calculation of ‘Profit Margin’ would be as follows :

▪ The Profit Margin amount (INR 4 crores) has to be paid in

advance as mentioned in clause 2.5 b iii.

▪ If for a given month, the actual Jet Airways ‘Profit Margin’

share is higher i.e. INR 50 lacs. Then Jet Airways would earn

additional amount of INR 16.67 lacs (INR 50 lacs – INR

33.33 lacs) for that month.

▪ If for a given month, the actual Jet Airways ‘Profit Margin’

share is lower i.e. INR 25 lacs. Then the Agency does not

have to pay anything for that month.

▪ However, the entire ‘Profit Margin’ will be reconciled

annually. c) Agency to commit annual Marketing Funds of INR 50 lakhs (exclusive of GST

tax) with a 10% YOY increase for each year of contract period, paid on the

date of the product Go live online / offline and annually thereon.

d) All one-time implementation, recurring costs, any future upgrades / CSS

implementations / features / functionalities / of technology, services, etc. to

be borne by the Agency. There will be no cost to Jet Airways.

2.6. JET AIRWAYS DELIVERABLES

a) Dedicated flight inventory, as applicable during peak and off-peak periods

b) Provide lowest air fare for JetEscapes Holidays

c) Communicate JetEscapes Holidays to Travel Agents and Corporate spread

across the Country

d) Communication channels – PR, Emailers (FFP members, Trade, Corporate),

Ads in In-flight magazine, Website banner ads, Social media posts, Meal tray

cards, SMS blasts, In-app notifications, internal communication and Paid leads

campaign.

e) Jet Airways Sales teams to promote with travel agents and corporate

f) Target visitors on jetairways.com and app

g) Jet Airways will invest the above marketing fund in promoting JetEscapes

Holidays

2.7. FACE TO FACE Presentation Brief:

Shortlisted agencies will be required to prepare and deliver a face to face

presentation at Jet Airways’ Head Office in Mumbai. The flow for the presentation

will be as under:

a) Please present your agency’s local and international credentials

b) Team Structure/members and short biography/account experience

c) Showcase similar product / solution currently used

d) List of clients and solutions offered to them

e) Showcase the technology you will use for JetEscapes Holidays platform

f) Showcase the mockup site, if possible which you propose for JetEscapes

Holidays

g) Showcase Product offering, Package inclusions, Sample itineraries, etc.


h) Process to launch JetEscapes Holidays globally including markets where

regulatory processes are required e.g. UK and Europe

i) Previous experience and ability to service holidays product

j) Any competitor airline accounts you are holding and whether these will conflict

with JetEscapes Holidays.

k) Marketing and selling of JetEscapes by you in India and overseas using your

offices, agents, franchisees.

2.8. WRITTEN PROPOSAL – DOCUMENT A

Strategic proposal should include:

a) Points mentioned in above Face to Face presentation brief and Scope of Work.

b) Details on the proposed technology and site (responsive) to be offered,

including app. Whether the site will have videos, TripAdvisor ratings, etc.

c) Please outline whether you have direct contracts with Hotels and ground

handlers or is it through Suppliers. Please provide brief for India and overseas

markets.

d) Brief on help desk setup, team structure and infrastructure including IVR

facility, call and lead generation report, etc.

e) Details, structure and size of Contracting team, Products team and Fulfilment

/ operations team

f) Details on how you will market and sell JetEscapes Holidays through your

offices/outlets/franchisees.

2.9. WRITTEN PROPOSAL – DOCUMENT B

Commercial proposal should include:

a) Please provide a commercial proposal based on the Commercials point under

Scope of Work above.

b) Summarize how you believe you would be a good business partner to Jet

Airways.

c) Commitment on minimum guarantee and Marketing fund as mentioned in the

Commercials point under Scope of Work above.

d) Please provide your Nett Land rates (valid till 31st March’18) with Hotel(s)

names for the below packages which you would provide for JetEscapes

Holidays. The rates required are per person on twin sharing basis.


Package Duration Inclusions 3 star 4 star 5 star

Goa 3N/4DTransfers, Stay with breakfast, half day tour, Travel

insuranceINR INR INR

Andaman - Port Blair (3N),

Havelock Island (2N)5N/6D

Transfers, Stay with breakfast, Ferry tickets, Visit Corbyn's

Cove Beach, Sound and Light Show at Cellular Jail, full-day

excursion to North Bay Island, full-day excursion to Neil

Island, Laxmanpur Beach, Travel insurance

INR INR INR

Kerala -

Munnar (2N), Thekkady

(1N), Alleppey (1N), Kochi

(1N)

5N/6D

Transfers, Stay with breakfast, Full day city tour at

Munnar, half day tour in Kochi, houseboat in Alleppey,

Travel insurance

INR INR INR

Himachal - Shimla (2N),

Manali (2N), Chandigrah

(1N)

5N/6DTransfers, Stay with breakfast, Full day city tour (Shimla &

Manali), Travel insuranceINR INR INR

Benguluru (1N), Mysore

(2N), Ooty (2N)5N/6D

Transfers, Stay with breakfast, half day city tour Mysore,

Full day tour of Ooty with excursion to Coonoor, half day

tour of Bengaluru, Travel insurance

INR INR INR

Package Duration Inclusions 3 star 4 star 5 star

Dubai 4N/5DTransfer on SIC, Stay with breakfast, City tour, Desert

Safari, Dhow cruise, Travel insuranceUSD USD USD

Bangkok (2N) & Pattaya

(2N)4N/5D

Transfer on SIC, Stay with breakfast, City & temple tour in

BKK, Coral island, Travel insuranceUSD USD USD

Singapore 3N/4D

Transfer on SIC, Stay with breakfast, City tour, half day

Sentosa Island Tour, Jurong Bird Park Tour, Travel

insurance

USD USD USD

Hong kong 4N/5D

Transfer on SIC, Stay with breakfast, City tour of Hong

Kong, Ocean park tour, Disneyland excursion, Travel

Insurance

USD USD USD

Sri Lanka

Kandy (2N), Bentota (2N),

Colombo (1N)

5N/6D

Transfers on private basis, Stay with breakfast, Visit the

Kelani River, City tour of Kandy & Colombo, Travel

insurance

USD USD USD


3. Duration ▪ The contract, if awarded shall be in force for a period of three (3) years. Extendible

to another three (3) years with both parties reviewing in the 3rd year.

▪ 60 days termination clause by either party to be incorporated in the contract


4. Qualification Criteria

4.1. PRE-QUALIFICATION CRITERIA

(Mandatory Minimum Eligibility Criteria but not limited to the below)

Any award to be made pursuant to this RFP will be based upon the proposal with appropriate

consideration given to functional, technical, business, cost and management requirements.

Proposals of the Agencies who fulfil the following pre-qualification requirements will only be

eligible for the qualification.

Sr.No. Description Proof Required

1 The Agency must be in the Holidays

business for the last 5 years as on the

last date of the proposal.

Copy of establishment/incorporation

certificate & date/month/year.

2 Ability to service holidays product with at

least one Airline partner or Corporate

partner delivering Rs.40 crores of

package revenue (air fare + land

component) from a single partner at

least for one year.

Self attested copy carrying the Airline

or Corporate’s name with the amount

and authorize Jet Airways to contact

the Airline or Corporate.

3 Agency to showcase the current online

solution offered to partner Airline or

Corporate using which the package

(including flights) can be booked.

Agency to share link / login details of

the solution / website to showcase

dynamic packaging.

4 In case Agency is offering holidays

product to an Airline currently, Agency to

advise the differentiator for JetEscapes

Holidays.

Agency to demonstrate the product /

packages / inclusions / value ads which

can be provided for JetEscapes which

will be different.

5 Agency to assist Jet Airways in launching

JetEscapes Holidays in UK and Europe

markets, as currently Jet Airways does

not have ATOL / EU license.

Agency to demonstrate the processes

on how Jet Airways can use the

Agency’s licenses to launch JetEscapes

Holidays in UK and Europe markets.

6 Agency to have robust in-house

contracting team, product team,

fulfilment & operations team.

Self attested copy from the Agency

proving that the teams are in-house

and not outsourced. Also, authorizing

Jet Airways to visit the facility / office.

7 Agency to have an existing help desk to

support / service their holidays (flight +

land arrangements). Also, the Agency

should be conducting timely trainings to

the staff including destination / product

training / refreshers.

Agency to have a setup of minimum of

100 dedicated staff for holiday’s

business. This count will not include

the staff who handle only flight or only

hotels, etc. Agency to showcase their

training module.


8 Agency must be fully compliant with all

mandatory regulatory filings.

Relevant documentation relating to

filing of the Annual Return and

Annual Financial Statements with the

Registrar of Companies for the last 3

years must be attached along with

the proposal.

4.2. RATINGS

Ratings to the Agency will be given based on the below criteria and weightage:-

Sr. No. Criteria Weightage

1Previous experience : Ability to service holidays product with at least one Airline partner or

Corporate partner15

2

Technology : B2B and B2C websites with multicurrency capability, dynamic packaging

capability, scalable and ability to consume flight APIs. Agency should be able to showcase

existing website / technology to offer holidays

15

3

Agency should be able to assist Jet Airways in implementing JetEscapes Holidays in UK and

Europe markets with local regulations viz. ATOL and EU license. Agency to showcase how this

can be done since Jet Airways does not have license

5

4 Innovative product(s) launched : Agency should showcase innovative / new products launched 5

5

White Label Help Desk : Provide dedicated help desk with staffing, infrastructure, fulfilment

capabilities and regular trainings. Agency should showcase its current setup and module of

product / destination trainings provided

10

6Competitiveness of Land rates (transfers, stay, sightseeing, insurance, etc) as mentioned in

Clause 2.9(d)10

7Business from Agency : Agency to showcase how business can be generated from its

Franchises or through its offices for JetEscapes Holidays10

8 Commercials : Profit Margin and Marketing Funds as per Clause 2.5 30

Total 100


5. Form of Tender

SUBMISSION GUIDELINES

Award of the contract resulting from this RFP will be based upon the most responsive

agency whose offer will be the most advantageous to Jet Airways in terms of cost,

functionality and other factors as specified in this RFP.

5.1. Terms and Conditions

Please carefully note the below terms and conditions of this RFP document.

Participation in this RFP process will be considered acceptance of these terms and

conditions.

a) Jet Airways reserves the right to withdraw and discontinue this RFP process

without obligation or liability to any potential Partner.

b) In case it is found during the evaluation or at any time before signing of the

Contract or after its execution and during the period of subsistence thereof, that

one or more of the pre-qualification conditions mentioned hereunder have not

been met by the agency, or the Agency has made material misrepresentation or

has given any materially incorrect or false information, the Agency shall be

disqualified forthwith if not yet appointed as the Selected Agency, and if the

Selected Agency has already entered into the Contract, as the case may be, the

same shall, notwithstanding anything to the contrary contained therein or in this

RFP, be liable to be terminated, by a communication in writing by Jet Airways,

without Jet Airways being liable in any manner whatsoever to the Selected

Agency.

c) No Agency shall submit more than one Proposal for the purposes herein contained

through any of their affiliate/group/sister entities.

d) No consortium may apply for the Proposal i.e. only the legal entity fulfilling the

criteria for the project will be considered and not group/sister companies/JVs, etc.

e) The Agency shall provide all the information sought under this RFP. Jet Airways

will evaluate only those Proposals that are received in the required format.

Incomplete and / or conditional proposals shall be summarily rejected.

f) The Agencies shall not be entitled to alter, modify, etc. their Proposals once the

same are received by Jet Airways. Further, no correspondence in that regard from

the Agencies shall be entertained by Jet Airways.

g) Any information contained in the Proposal submitted by the Agency(s) shall not in

any way be construed as binding on Jet Airways, its agents, successors or assigns,

but shall be binding against the Agency if any project is subsequently awarded to it,

on the basis of such information.

h) All documents and other information supplied by Jet Airways or submitted by any

Agency to Jet Airways shall remain or become the property of Jet Airways. Agencies

are to treat all information as strictly confidential and shall not use it for any

purpose other than for preparation and submission of their Proposals. Jet Airways

shall not return any Proposal or any information provided by an Agency along with

its Proposal.

i) Notwithstanding anything to the contrary contained in this RFP, the detailed terms

to be specified in the Contract shall have overriding effect; provided, however, that

any conditions or obligations imposed on the Agency hereunder shall continue to

have effect in addition to its obligations under the Contract.


j) Shortlisted Agencies will be invited (at their own cost) to Jet Airways’ headquarters

in Mumbai for an on-site presentation.

k) Award of this contract will be at the sole discretion of Jet Airways.

l) All clarifications related to this RFP document should be directed to the

Commercial contact (Tender Administrator) listed in this RFP document’s

Administration details section.

m) Only information supplied by the Tender Administrator in writing, whether on

paper or electronically, or in this RFP should be used in the preparation of

responses. Agency’s response shall be submitted in totality. The Agency will

confine its submission to those matters sufficient to define its proposal, and to

provide an adequate basis for Jet Airways evaluation of the agency’s proposal.

n) Any cost incurred by the respondent in the preparations, transmittal or

presentation of any response or material submitted in response to this RFP will be

borne solely by the respondent.

o) Respondents to this RFP are hereby notified that all information, documentation,

and any specific content or approaches included in RFP responses will be analysed,

may appear in various reports and may be used in the resulting solicitation.

Therefore, do not submit any copyrighted, proprietary or confidential information.

p) Ownership of all data, material and documentation originated and submitted to

Jet Airways, pursuant to the RFP, shall belong exclusively to Jet Airways. Jet

Airways reserves the right to share any and/or all questions from one agency with

any and/or all other agencies.

q) Jet Airways reserves the right to reject responses that arrive late, or do not meet

any of specified scope of work requirements.

r) Jet Airways reserves the right to award Full scope of work or part scope of work

to a potential agency or to more than one agency.

s) As part of the evaluation, Jet Airways reserves the right to inspect at its own cost

the process, facility / facilities of the Agency, relevant documentation in order to

assess their infrastructure and capability for carrying on the Contract as indicated

in this Proposal. In case the Agency is awarded the contract, Jet Airways further

reserves its right to inspect the progress of the services being rendered as per

this RFP.

5.2. Service Conditions

a) All the services in accordance with this RFP will be rendered as per this RFP and

any other agreement if executed with the Agency.

b) Agency will ensure that all the services will be rendered in a systematic and

diligent manner and will be responsible and accountable for any adverse

consequence to Jet due to any of their acts and omissions.

c) Agency at its own expenses, indemnify, defend and hold harmless Jet Airways

and its employees, directors, officers and authorized representatives from any

and all suffered or incurred losses, claims, costs and expenses and liabilities

(including but not limited to liabilities, judgments, damages, including attorney’s

fees – expenses) directly on account of any wrongful actions of the Agency or

their respective employees.

d) Agency will treat the provisions of this Agreement and other information /services

being rendered to Jet Airways as confidential and shall not disclose any

information to any third parties without written consent of Jet Airways, except to

the extent required by law or judicial authority or for carrying on the purpose of

this Agreement. This shall not prohibit either party from merely using the name

of the other party in its references, portfolio, presentations and brochures to show

business association.


e) Agency warrants and undertakes to render the services as per the Agreement if

any and the RFP in a diligent and authentic manner and indemnifies Jet Airways

and its directors, employees and agents harmless from and against any liabilities,

claims or demands (including the costs, expenses, dispute resolution costs and

attorneys' fees on account thereof) relating to or may result from any acts or

omissions in pursuance to this Agreement.

5.3. Multi-Stage tender

a) In a tender where a clear winner is not available through first round of tender

process, Jet Airways may run a second round of tender in form of proposal

clarification and may exclude disqualified Agencies from second round.

b) Agency’s proposal in response to this RFP will be incorporated into the final

agreement between Jet Airways and the selected Agency.

c) Any dispute whatsoever shall be subject to the exclusive jurisdiction of the courts

at Mumbai only.


6. Detailed Response Requirements

EXECUTIVE SUMMARY

▪ This section will present a high-level synopsis of the Agency’s responses to the RFP.

The Executive Summary should be a brief overview of the engagement, and should

identify the main features and benefits of your solution.

COMPANY OVERVIEW

▪ Official registered name, address, main telephone number and web address.

▪ Please provide the name and all appropriate contact information for the person

authorized to contractually bind the organization for any proposal submitted in

response to this RFP.

▪ Brief history, including year established and number of years your company has been

offering the proposed solution.

▪ Organization’s financial stability including previous year’s financial statements.

PROJECT SINGLE POINT OF CONTACT (SPOC)

▪ In order to manage this project, please provide us a Single point of contact (SPOC)

for addressing situations requiring interaction on day-to-day business. Also provide

names and contacts of people to call if we don’t get a response from SPOC. Include

the method and approach used to manage the overall project and client

correspondence. Briefly describe how the communication proceeds from beginning

to end.

PROJECT TEAM STAFFING

▪ Please include a list of team requirements for your organisation for the entire life-

cycle of the proposed contract.

CONFLICTS OF INTEREST

▪ In your response to this RFP, please submit a statement confirming whether or not

provision to Jet Airways of the services outlined in this RFP would create any potential

conflicts of interest, or appearance of impropriety, relating to clients of the firm,

officers/directors/employees of Jet Airways, or in consideration of any existing

relationship you may have with Jet Airways. Please also indicate what procedures will

be followed to detect, resolve, and notify Jet Airways of any conflicts of interest.


7. Administrative details

CONTRACT & TENDER ADMINISTRATOR CONTACT

▪ Any questions concerning technical specifications, commercial terms, etc. must be

directed to:

Name Shubir Faterpekar, Product Manager – MIS & Holidays,

eCommerce & Innovations

Address Jet Airways (India) Limited, Siroya Centre, Sahar Airport

Road, Andheri (East), Mumbai - 400 099, Maharashtra, India

Phone Office: +91 022 6121 1097

Email [email protected]

SUBMITTAL CONTACT AND DUE DATES

a) A written email confirmation of the Agency’s intent or regret to

participate/respond to this RFP is required from the agency upon receiving this

RFP, to Tender Administrator. Please note that this email confirmation should not

contain any quotation / documents.

b) Please furnish your proposal with all physical documents signed and with your

company stamp affixed.

c) All proposals are to be sent on or before 1700 hrs. 25 January 2018 to the

address stated below. Any proposal received after the closing time and date

specified for receipt shall be considered late and non-responsive. Late proposals

will not be evaluated for award.

d) RFP number JE122017 should be mentioned on the covering letter.

e) Agencies may either post or hand deliver the above to the address mentioned

hereunder. Please mark prominently “RFP Ref No: JE122017 Request for

Proposal for JetEscapes Holidays” on the top left corner of the sealed

envelope.

f) The actual signed copy is to be mailed (postal or courier) or hand-delivered in a

‘sealed’ envelope to:

Head of internal audit

Jet Airways (I) Ltd.

Siroya Centre, 5th Floor

Sahar Airport Road

Andheri (East)

Mumbai 400099

g) Submission of Proposal constitutes acceptance by Agency of all terms and

conditions printed on this document.

Kindly notify the tender administrator once the proposal has been

submitted to above address.

mailto:[email protected]

Documents

Proprietary and Confidential Issued by: eCommerce ...€¦ · airport / local transfers, hotel accommodation with breakfast/meals, ... Manage the development, hosting, maintenance