Call for tenders' details

Provision of travel agency services, meeting attendance registration and booking...
Contracting authority:
European Food Safety Authority (EFSA)
TED publication date:
Time limit for receipt of tenders:
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Question details
24/7 service
We would like to know if the 24/7 service should cover all types of services, such as registration for meetings participation and shuttle booking.
As stated in the tender specification, section, the 24/7 service covers prompt travel assistance to EFSA and the travellers informing them of any changes which may occur in the scheduled flights along with any other significant circumstance - e.g. planned strikes, changes, cancellations, overbooking or problems with their travel, crises and emergency situations, crime, terrorist attacks, health risks, disaster - that may impact their travels. This service is to be provided during travel agency working hours and outside the travel agency working hours via a round-the-clock 24/7 emergency help-line service. The shuttle transfer service should also be available 24/7 in order to deal with urgent cases only, which as described in section 1.4.2 of the tender specifications, account for between 2% and 5% of the total orders. Managing meeting attendance registration, described in section 1.4.3 of the tender specifications, is not required as a 24/7 service.