A service-level agreement (SLA) is defined as a commitment between a travel management company and the customer that outlines the minimum service standards to be delivered.

Key Features of a Service Level Agreement

• Performance metrics on measuring the quality of service such as, response times for enquiries and customer satisfaction ratings.

• The agreement outlines the minimum acceptable standards for service delivery, which may cover reporting requirements on service performance or compliance with the preferred supplier agreements.

• Service level agreements often incorporate financial incentives for exceeding performance expectations and penalties for failing to meet agreed-upon standards. This structure encourages travel management companies to maintain high service levels.

The Importance of Service Level Agreement’s in Corporate Travel

• It helps to establish clear expectations between the corporate client and travel management company.

• You are able to take accountability by detailing repercussions for unmet service levels.

• Enhanced communication regarding service performance, leading to improved relationships and satisfaction among business travellers.