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Auditing travel agency performance.

Article Excerpt
The vast majority of companies audit some component of their travel agency at least once per year, however, corporate travel managers take varied approaches concerning the frequency of audits, who performs them and what exactly is audited.

Although consultants, travel managers and specialized travel auditing firms can audit nearly any component of agency performance--from call center configuration and agent phone performance to reservations services and even travel management company staff morale--the most common audits are performed on point-of-sale pricing, faring accuracy and nonrefundable ticket use.

Of 219 travel buyer respondents, 46 percent said they check agency performance for faring accuracy and nonrefundable ticket reuse, while 56 percent said they audit their online booking tool to ensure proper point-of-sale pricing.

"There are a number of companies out there that will do an automatic audit, checking that the correct fare and lowest fare are...

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