Service Level Agreement Template for Travel Agency

SERVICE LEVEL AGREEMENT (SLA) FOR TRAVEL MANAGEMENT SERVICES

THIS SERVICE LEVEL AGREEMENT (the "Agreement") is entered into as of this [___] day of [___________], [____] (the "Effective Date"), by and between:

CLIENT: [________________________________________________] with its principal place of business located at [________________________________________________] (hereinafter referred to as the "Client"),

AND

TRAVEL AGENCY: [________________________________________________] with its principal place of business located at [________________________________________________] (hereinafter referred to as the "Agency").

1. SCOPE OF SERVICES

The Agency agrees to provide comprehensive travel management services to the Client, including but not limited to: flight reservations, hotel accommodations, ground transportation, visa/passport assistance, and corporate travel itinerary management (the "Services").

2. SERVICE STANDARDS AND RESPONSE TIMES

The Agency commits to the following Service Level Objectives (SLOs):

• Standard Inquiries: Response within [___] business hours.
• Urgent/Emergency Assistance: Available [24/7/365] via the dedicated emergency hotline at [____________________].
• Booking Accuracy: The Agency shall ensure 100% accuracy regarding traveler data, flight times, and reservation details.
• Reporting: Monthly performance reports shall be delivered to the Client no later than the [___] day of the following month.

3. FEES AND PAYMENT TERMS

• Management Fees: The Client shall pay the Agency a fee of [____________________] for the Services rendered.
• Invoicing: Invoices shall be issued [Monthly/Bi-Weekly] and are payable within [___] days of receipt.
• Late Payments: Any undisputed amounts not paid when due shall accrue interest at a rate of [___]% per month.

4. CANCELLATIONS AND REFUNDS

• Client Cancellation: Cancellations made by the Client are subject to the policies of the third-party providers (airlines, hotels, etc.) plus an agency processing fee of [____________________].
• Refund Processing: The Agency shall use commercially reasonable efforts to secure and process refunds on behalf of the Client; however, final refunds remain subject to the terms and conditions of the relevant travel suppliers.

5. CONFIDENTIALITY AND DATA PROTECTION

Both parties agree to protect the privacy of traveler data in accordance with [Applicable Data Protection Laws, e.g., GDPR/CCPA]. The Agency shall maintain strict confidentiality regarding the Client’s corporate travel patterns and financial information.

6. TERM AND TERMINATION

• Term: This Agreement shall remain in effect for a period of [___] year(s), commencing on the Effective Date.
• Termination for Cause: Either party may terminate this Agreement with [___] days' written notice if the other party commits a material breach.
• Termination for Convenience: Either party may terminate this Agreement without cause upon providing [___] days' prior written notice.

7. LIMITATION OF LIABILITY

To the maximum extent permitted by law, the Agency shall not be liable for any indirect, incidental, or consequential damages arising from delays, cancellations, or acts of force majeure beyond the Agency’s control, including but not limited to weather, strikes, or government mandates.

8. GOVERNING LAW

This Agreement shall be governed by and construed in accordance with the laws of [State/Country]. Any disputes shall be resolved in the courts of [County/District].

9. SIGNATURES

IN WITNESS WHEREOF, the parties have executed this Agreement as of the date first written above.

FOR THE CLIENT:

Signature: ___________________________ Name: [___________________________] Title: [___________________________] Date: [___________________________]

FOR THE AGENCY:

Signature: ___________________________ Name: [___________________________] Title: [___________________________] Date: [___________________________]